Arc sound cuts out when streaming (Netflix, Prime, Britbox)

Hi @Florentcm, thanks for the update. To answer your question, several factors may affect the signals coming into your Sonos Arc to your TV, and one factor is if other HDMI enabled devices may cause interference, like cable boxes. Also, if there are devices near the Sonos Arc that may cause interference and if it happens when streaming specific contents or on all contents. If those troubleshooting steps did not work for you or if you run into any other issues, please do not hesitate to contact us. We are always happy to assist you.

The Sonos community is always here to help.

Unfortunately, besides the TV, there is no device close to the soundbar that could cause the interference. I noticed that I don't get the sound cutting issue when I disable the eARC feature of the TV. Is it possible that it linked to the eARC implementation? I saw a lot of posts related to this issue, is it fixed already?

Hi @Florentcm, thanks for the update. About your question, It may be possible that having it enabled is the cause of the issue. You can rerun a diagnostic report so I can check for any difference or improvements after disabling the eARC feature on the TV.

Let me know your thoughts with the advice above.

We're here to answer any further questions you have.

I did not experience any sound dropout for a few hours of watching netflix tonight with eARC disabled on my Sony x900h. But after putting back the eARC setting to auto, the sound drop occurred after 30min.
Is there something wrong with eARC?

Hi @Florentcm, thanks for the update and the information that you provided. About your question and for further assistance so that we could determine if that is an issue with the eARC, I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps. They should be able to determine if there is something wrong with the eARC and give options about it. 

Let me know your thoughts with the advice above.

The Sonos community is always here to help.

@Simon B I found a relevant other conversation about my problem here and answered to the thread : https://en.community.sonos.com/home-theater-228993/arc-tv-sound-cuts-in-and-out-6842963/index11.html

The problem seems to have been acknowledged already by sonos, and I understood that a fix should come soon. Should I still contact sonos by phone?

Hi @Florentcm, thanks for the update. Sorry to know that it’s still not working pro[perly and thanks for sharing that link for this same issue that you have. We’ll take this further. I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps so that they can also give you options on the next course of action for this issue.

If you have other questions with your Sonos products, feel free to reach out.

The Sonos community is always here to help.

I’ve contacted Sonos phone support a few times. Not one admits there’s an issue. Yet , so many complaints… and nothing resolved.

Hi @Dogdad, thanks for reaching out. Sorry about what happened. You may check the main thread link about this issue on the first reply I made to the original poster for updates and recommendations on that thread about this issue. 

Keep me in the know with the advice above.

We're here to answer any further questions you have.