Contributor I

Answered

Arc TV sound cuts in and out.

758 replies
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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 PAnswer

Sonos Staff

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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ledzep1

Headliner II

Hi @method_ben, yes, hopefully, our engineers find a solution to this issue.

Turning off the eARC? will depend on the TV to have this setting.

However, without eARC, the Sonos Arc won’t be able to receive Dolby TrueHD and only get up to Dolby Digital +.

Listen to Dolby Atmos on Sonos Arc

Disabling the eARC isn’t a good solution in my opinion; because the Sonos Arc is advertised to support eARC and Dolby Atmos.

If you have other concerns, feel free to reach out.

Hi

Im not sure if my issue is the same but I also have audio dropping out with my LG CX.

I experience a complete connection loss between the Sonos ARC and my TV.

This can happen when I switch from say hdmi 1 (xbox) back to the TV tuner, no sound due to the connection dropping.

Or when I exit an internal app like netflix back to the TV tuner the connection will be lost.

I can fix it a few ways, turning off and on eARC setting on TV to get the connection back or switch to a different hdmi port and back to TV tuner.

Another time I lose the connection although doesn't happen quite as often is when I turn my TV on and 10 seconds later the audio will just drop altogether (connection lost again), fixes above sort it out.

Unsure if this is the LG TV issue or Sonos ARC, in any case I really want it fixed.

I can tell its the connection that is lost, as pressing the volume up down, the TV volume bar displays but on the Sonos ARC the white light does not flash with the button presses.

M

method_ben

Trending Lyricist I

@Kyle A I hope you will find a solution soon. People has started to complaint in their reviews.

Kyle A

Retired Sonos Staff

Hi @method_ben, thank you for the heads up.

I agree, hope our engineers find a solution soon.

Regarding the complaints, there’s not much we can do other than wait for a bug fix or update from our engineers.

Taking the return option is available to all; as long as it hasn’t passed the 45 day period.

We’ll keep a close eye on this topic and we’ll notify if there’s an update

For now, we wait patiently for any news on this internally.

If you have other concerns, feel free to reach out.

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Dogdad

Headliner III

Hi @method_ben, thank you for the heads up.

I agree, hope our engineers find a solution soon.

Regarding the complaints, there’s not much we can do other than wait for a bug fix or update from our engineers.

Taking the return option is available to all; as long as it hasn’t passed the 45 day period.

We’ll keep a close eye on this topic and we’ll notify if there’s an update

For now, we wait patiently for any news on this internally.

If you have other concerns, feel free to reach out.

Is this 12.0.5 update the fix for the Arc audio problem?

S

Sparkr

Lyricist I

Unplugging and re-plugging solved the immediate issue, but this seems to be a common issue. I have a brand new Samsung Q90 and a brand new Sonos Arc and this started within 3 weeks of having it. With all the complaints isn’t there a hardware/firmware upgrade that Sonos can do to correct this for users? This is my first experience with Sonos and I must admit I’m disappointed with this type of issue. I hope they’ll correct the problem, esp. for all those souls who don’t know how to get on a community blog and learn how others have found a way to at least get a temporary fix.

Dogdad

Headliner III

Unplugging and re-plugging solved the immediate issue, but this seems to be a common issue. I have a brand new Samsung Q90 and a brand new Sonos Arc and this started within 3 weeks of having it. With all the complaints isn’t there a hardware/firmware upgrade that Sonos can do to correct this for users? This is my first experience with Sonos and I must admit I’m disappointed with this type of issue. I hope they’ll correct the problem, esp. for all those souls who don’t know how to get on a community blog and learn how others have found a way to at least get a temporary fix.

Did you do the new upgrade 12.0.5 that came out today?

S

Sparkr

Lyricist I

I did that. But it had no affect, although I did not (knowingly) re-boot/re-start the system after that update.

P

Pure

Contributor I

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

Samehere. I unpluged everything and stil geting the samething.

M

method_ben

Trending Lyricist I

@Kyle A Same question as @Dogdad : Is this 12.0.5 update the fix for the Arc audio problem?

S

Sparkr

Lyricist I

Not that I can tell. I updated with it and it didn’t change anything. However, I don’t know if the update required the system to reboot or not. I subsequently unplugged the system and replugged it in and it started working normally again. I don’t think this update had anything to do with this issue, but Sonos needs to answer that.

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