Contributor I

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Arc TV sound cuts in and out.

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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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M

method_ben

Trending Lyricist I

@Sparkr What is the model of your TV ?

Dogdad

Headliner III

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.

I updated , didn’t reboot anything, and so far my system has been perfect. It was so bad I unplugged my Arc and listened to tv volume only. It says not to unplug anything for the update so I plugged my Arc back in to the tv before updating. So far, it’s spot on.

bclarkep

Lyricist III

I'm having the same problem

LG OLED CX 2020 model - using EARC via hdmi to the Sonos arc

apple TV 4K

when it starts happening it won't stop, even if I reboot the Apple TV. Have to reboot the whole tv or Sonos arc to fox it.

Dogdad

Headliner III

I'm having the same problem

LG OLED CX 2020 model - using EARC via hdmi to the Sonos arc

apple TV 4K

when it starts happening it won't stop, even if I reboot the Apple TV. Have to reboot the whole tv or Sonos arc to fox it.

Have you upgraded the 12.0.5 firmware? It’s for the sub and Arc

bclarkep

Lyricist III

I'm having the same problem

LG OLED CX 2020 model - using EARC via hdmi to the Sonos arc

apple TV 4K

when it starts happening it won't stop, even if I reboot the Apple TV. Have to reboot the whole tv or Sonos arc to fox it.

Have you upgraded the 12.0.5 firmware? It’s for the sub and Arc

Yep It forced me to, I just set it up today for the first time. Man this really sticks as I really like the arc.

L

ledzep1

Headliner II

I'm having the same problem

LG OLED CX 2020 model - using EARC via hdmi to the Sonos arc

apple TV 4K

when it starts happening it won't stop, even if I reboot the Apple TV. Have to reboot the whole tv or Sonos arc to fox it.

Have you upgraded the 12.0.5 firmware? It’s for the sub and Arc

Yep It forced me to, I just set it up today for the first time. Man this really sticks as I really like the arc.

I have CX as well, I actually dumped the Apple 4k box and now use the internal apps, although I do get the occasional audio issues, I would say its only dropped audio twice near the start of something and audio has not come back without changing settings.

The most annoying issue for me is the ARC seems to lose connection with the CX when I switch sources, for example exiting internal Netflix app and back to TV tuner there will be no sound, or when I turn off my xbox on hdmi 1 and switch back to the tv tuner there will be no sound.

Fix by turning off/on eARC setting resolves it but it gets annoying having to do this.

Luckily it doesn't happen all the time, but clearly eARC is flakey on the CX or the ARC and we need a fix.

bclarkep

Lyricist III

I'm having the same problem

LG OLED CX 2020 model - using EARC via hdmi to the Sonos arc

apple TV 4K

when it starts happening it won't stop, even if I reboot the Apple TV. Have to reboot the whole tv or Sonos arc to fox it.

Have you upgraded the 12.0.5 firmware? It’s for the sub and Arc

Yep It forced me to, I just set it up today for the first time. Man this really sticks as I really like the arc.

I have CX as well, I actually dumped the Apple 4k box and now use the internal apps, although I do get the occasional audio issues, I would say its only dropped audio twice near the start of something and audio has not come back without changing settings.

The most annoying issue for me is the ARC seems to lose connection with the CX when I switch sources, for example exiting internal Netflix app and back to TV tuner there will be no sound, or when I turn off my xbox on hdmi 1 and switch back to the tv tuner there will be no sound.

Fix by turning off/on eARC setting resolves it but it gets annoying having to do this.

Luckily it doesn't happen all the time, but clearly eARC is flakey on the CX or the ARC and we need a fix.

Yeah I think it would of been cool if Sonos supported Wisa or something, as the lg Oled c9 and up support wisa wireless audio so you would even need the hdmi cable, wisa supports atmos now to. It is super frustrating though, as the Sonos arc and lg Oled cx have been out long enough to fox this kinda thing.

Kyle A

Retired Sonos Staff

Hi @Dogdad and @method_ben, sorry for the late response.

The release notes state:

Full system update
Fix for Lifecycle bug impacting Legacy players
Other bug fixes/app cleanup

I’ve checked the progress of other issues with the Arc like the connection issue with Samsung TVs, the investigation is still on-going.

I’ll try to gather more information about the update.

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

Help others find useful content by clicking the like button and selecting the best answer to your question

L

ledzep1

Headliner II

Hi @Dogdad and @method_ben, sorry for the late response.

The release notes state:

Full system update
Fix for Lifecycle bug impacting Legacy players
Other bug fixes/app cleanup

I’ve checked the progress of other issues with the Arc like the connection issue with Samsung TVs, the investigation is still on-going.

I’ll try to gather more information about the update.

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

Don’t forget it’s not just Samsung TVs that experience connection issues, the new LG CX also has connection issues.

Kyle A

Retired Sonos Staff

Hi @Dogdad and @method_ben, sorry for the late response.

The release notes state:

Full system update
Fix for Lifecycle bug impacting Legacy players
Other bug fixes/app cleanup

I’ve checked the progress of other issues with the Arc like the connection issue with Samsung TVs, the investigation is still on-going.

I’ll try to gather more information about the update.

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

Don’t forget it’s not just Samsung TVs that experience connection issues, the new LG CX also has connection issues.

Yes, of course. For now, I will try to get more details.

Help others find useful content by clicking the like button and selecting the best answer to your question

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