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MikeInMaine
Contributor I
Jun 16, 2020 2:06 AM UTC
Answered

Arc TV sound cuts in and out.

Just got the Arc and have it paired with 2 Play:1’s and a gen 3 sub. 
Samsung Q80R tv. 
 

The sound from the tv will play for around 5 seconds and then cut out for around 1 second, play for 5, out for 1, on and on. 
 

I’ve swapped out the hdmi cable twice, tried unplugging the tv, switched between PCM and DD+ and switched between different apps on the tv. 

The sonos app shows that I am getting an atmos signal  


Was running a beam with the Play:1’s (but no sub) before just fine.

 

Not sure what I should try next.

 

Thank you,

mike

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    Corry P
    Corry PAnswer
    Sonos Staff
    Mar 9, 2021 4:51 PM UTC

    Thank you all for all your efforts and testing. A system update has now been released which also include a fix to this issue (it disables the Sonos “screensaver” on an Arc if connected to a Samsung TV). Please update your Sonos systems. If you’re still experiencing problems after updating, please let us know.

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
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    758 replies

    MikeInMaineAuthor
    Contributor I
    Jun 16, 2020 11:53 AM UTC

    Ok, unplugging and plugging back in the Arc fixed it. 
     

    go figure. 

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      ChippyB
      Lyricist I
      Jun 16, 2020 2:44 PM UTC

      Having a similar issue here, not so much the repeated cutting in and out, but more like working fine and then not. Turning the tv off and then on again got sound out of the Arc once again. Only seems to happen with Prime so far. Totally random though. 

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        Supraopticus
        Lyricist I
        Jun 19, 2020 4:05 PM UTC

        Chippy,

         

        Same issue with my Sony Bravia.  Seems to only happen with Netflix but I don’t watch prime much. Seems just fine on Plex. Really random and it’s super annoying. Last night was the first night it only happened once about 17 min into “The Crown”. After that there were a few moments where it would cut out for a second but just for a split second and wouldn’t require me turning the TV off and on.  I’ve tried switching the HDMI cables and my arc is on Ethernet with the WiFi disabled just to make sure that wasn’t the issue.

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          jlindstrom
          Lyricist III
          Jun 19, 2020 9:19 PM UTC

          Same issue with Arc + Samsung Q95T. Unplug sonos from power & after reconnect need to disable/enable hdmi+cec to get the sound working again. Had the Arc for about a week now and this just started happening yesterday.

          debug file: 1854521829

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            Coop123
            Trending Lyricist I
            Jun 22, 2020 5:53 PM UTC

            Same here.  Had it about a week and it just started cutting out today.  Samsung Q90T.  Unplugging it fixed it for now.  Please fix Sonos!

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            User830255
            Contributor I
            Jun 22, 2020 7:54 PM UTC

            I’m also getting the same issue intermittently, I’ve switched cables, plugged in numerous times, and still get the same problem. 

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            jfv65
            Lyricist I
            Jun 23, 2020 2:45 PM UTC

            Hello guys, 

            Same issue here with my SONY Bravia xbr49x800d but also sometimes the image is also cutting out for a fraction of a second. It never happen before with my Playbar.

            The ARC is plugged into the TV HDMI ARC port.

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              User830255
              Contributor I
              Jun 23, 2020 5:07 PM UTC

              @Ryan S Do you have any recommendations to solve this problem?

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              Thomas_9
              Trending Lyricist I
              Jun 23, 2020 6:29 PM UTC

              Ill throw my hat in, slightly different but same annoying issue. Everything works fine except occasionally on channel change (tivo which worked flawlessly on playbase), no audio. When it stops going back to working channel has no effect, it just stops. I have found if you just leave it be it will eventually start again but sometimes it can take several minutes which feels like an eternity. Also occasionally on input swap but that is much less frequent.

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                asfcha
                Contributor I
                Jun 28, 2020 9:49 PM UTC

                I have same issue every now and again, turn on and the soundbar sound cuts in and out. Unplugging soundbar does fix it but i don't want to have to do this regularly - is there a permanent fix for this? Can Sonos address this?

                I have the Arc and Samsung QE55Q85R, connected via HDMI Arc via the Samsung's One Connect box. 

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