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DOM_V_V
Contributor I
August 3, 2020
Answered

ARC SUDDEN NO SOUND...

After hours of movie watching , the ARC sound  just Cuts out…. When I shut the tv off and on again the sound comes back on… I have a top of the line Samsung QP82-R and it is not the issue. What’s up with this ARC and all the posts same as mine of sound suddenly going mute…??????

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ledzep1Answer
Headliner II
August 8, 2020

So it happens while you are watching something, instead of tv off and on, have you tried just switching hdmi ports and back again?

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18 replies

Paul A
Paul A
Retired Sonos Staff
August 3, 2020

Hi @DOM_V_V.

Welcome to the Sonos community and thanks for bringing this to our attention.

I would like to recommend these guides to better understand the Sonos system and hopefully help fix the issue.

  1. This guide would help give a better understanding of the supported and unsupported audio format for Sonos home theater speakers.
  2. This gives a better understanding of TV requirements for Sonos home theater speakers.
  3. Here is another guide about TV audio stops or skips.
  4. I would also recommend submitting a diagnostic white the issue is re-occurring for us to check the recorded events of the Sonos device.

I hope this helps.

Please let us know if you still have further questions or concerns. We are always here to help,

Thanks,

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Alberta Beagle
Prominent Collaborator I
August 3, 2020

After hours of movie watching , the ARC sound  just Cuts out…. When I shut the tv off and on again the sound comes back on… I have a top of the line Samsung QP82-R and it is not the issue. What’s up with this ARC and all the posts same as mine of sound suddenly going mute…??????

How can you positively say the TV can’t be the problem. I’m not saying the Arc isn’t the issue but it may well be your TV. 

Beagle
DOM_V_VAuthor
Contributor I
August 5, 2020

Hi Alberta ,

 because I have an 82” Samsung QLED , a 65” LG , 55” Sony and 50” LG and 2 42” Samsung and this issue occurs on all of them . And !! If it were to be my 82” tv which is a mainstream brand “Samsung” then SONOS would have a hell of a market voided … TV or not it’s happening and it’s common!

    Paul A
    Paul A
    Retired Sonos Staff
    August 7, 2020

    Hi @DOM_V_V.

    Thanks for your immediate response. 

    I have provided recommendations above to help fix the issue. Sonos Is not just a plug and play device. It is a SMart WiFi capable device that does not work only by plugging it into a TV. We do have key features that work only when the Sonos device is properly configured through the TV and through the Sonos app. 

    Hi @DOM_V_V.

    Welcome to the Sonos community and thanks for bringing this to our attention.

    I would like to recommend these guides to better understand the Sonos system and hopefully help fix the issue.

    1. This guide would help give a better understanding of the supported and unsupported audio format for Sonos home theater speakers.
    2. This gives a better understanding of TV requirements for Sonos home theater speakers.
    3. Here is another guide about TV audio stops or skips.
    4. I would also recommend submitting a diagnostic white the issue is re-occurring for us to check the recorded events of the Sonos device.

    I hope this helps.

    Please let us know if you still have further questions or concerns. We are always here to help,

    Thanks,

    Please let me know how it goes. We are always here to help.

    Thanks.

    Help others find useful content by clicking the like button and selecting the best answer to your question
    DOM_V_VAuthor
    Contributor I
    August 7, 2020

    Paul …. Try finding another job. You vague , repetitive responses have zero resolve. ITS SIMPLE , the Arc has volume cut off spontaneously and restarting the Arc fixes it . The Arc has a glitch . I spent 4000$ on Sonos home entertainment, figure this out because it ain't only me . 

      Paul A
      Paul A
      Retired Sonos Staff
      August 7, 2020

      Hi @DOM_V_V.

      Thanks for the feedback and immediate response.

      These articles that I have recommended are for your specific concern.  I received no acknowledgment and no feedback after following the recommendations I have provided. Please take the time to read the guides and follow through and let us know how it goes. We are always here to help.

      Thanks,

      Help others find useful content by clicking the like button and selecting the best answer to your question
      DOM_V_VAuthor
      Contributor I
      August 7, 2020

      HELP? ? Your stating the obvious … I’m telling you nothing has worked to stop the Arc  from losing The sound ….. Thousands of others are having this issue … KEEP BEATING AROUND THE BUSH… ZERO RESOLVE HERE.

        ledzep1Answer
        Headliner II
        August 8, 2020

        So it happens while you are watching something, instead of tv off and on, have you tried just switching hdmi ports and back again?

        oriboaz
        Prodigy I
        August 8, 2020

        HELP? ? Your stating the obvious … I’m telling you nothing has worked to stop the Arc  from losing The sound ….. Thousands of others are having this issue … KEEP BEATING AROUND THE BUSH… ZERO RESOLVE HERE.

        I have two suggestions:

        1. Replace your HDMI cable. A good cable can do wonders (the one supplied with Arc is so-so).
        2. Once the sound cuts out, submit a diagnostic so that Sonos can look at it and tell you if there is a problem. More often than not, wifi interference causes cut offs of audio.

        Finally, I don’t work for Sonos, but I suggest a bit more courtesy towards Sonos employees. I also have my share of frustrations with Sonos problems, but the support staff are not at fault. 

          DOM_V_VAuthor
          Contributor I
          August 8, 2020

          @ledzep1 : The sound cut out is on multiple TVs...  so yes i have switched HDMI ports and still cuts out… Let me be clear it is spontaneous and I’d say happens every 2 hours of TV on….…

           

          @oriboaz : So the HDMI that Sonos supplies is soap?… Ok I will buy the best out there and give it a try. —- & ok I will do a diagnostic test and report it to Sonos… Hoepfully they’ll do a follow up... 

          Thank you Gentlemen.

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