Arc TV sound cuts in and out.

After sending in a diagnostic, the Sonos rep called me and we discussed the situation with the audio cutting out. If I’m playing music and no audio disconnect happens, it’s either the cable ( which I have switched already), the tv, or the HDMI plugs on tv or ARC.  

I’ve experienced this on both Samsung Q90 and Sony 950h with the same Sonos Arc. Using a high-quality HDMI 2.1 cable. The issue happens primarily when switching sources (to another app or HDMI input). The audio either doesn’t come in at all, mutes on/off in cycles, or stutters on/off rapidly. 
 

Unplugging and plugging back in resolves the issue for a couple days. Turning off eArc limits the number of occurrences but doesn’t entirely eliminate them. 
 

@Kyle A if this is helpful. Happy to send in actual video, diagnostics, etc. 

I contacted CS but they couldn’t see anything in the diagnostics and told me there’s nothing they could do but to call back next time it happens. Which… isn’t exactly helpful. haha

Hi @AndyCHC, thank you for reaching out and sorry for the late response.

I checked the diagnostic, It had the same instance as the others. The Arc losing the TV HDMI signal.

Also, yes, it’s not the network that causing this but the connection of the TV and Arc.

@Dogdad, yes, it between the TV and Arc; it could be either the cable, HDMI port, TV, or the Arc. 

@nachoparty, unfortunately, there’s not much we could do here in the community.

I could double-check the diagnostic you sent to the agent if you like.

I would assume that they asked for the TV model for documentation at least, did they?

@PSD 58, good to know you were informed on how much time you have to decide for the return. I won’t stop you if you decide to; as this is included in the Sonos Terms of Sale. 

“We are confident that you will love your new Sonos product, however, if you are unsatisfied for any reason, simply let us know.”

We have a memo about this bug and it’s currently under investigation. For now, the only workaround is to reboot.

@chriskem, seems a different issue from the others, could you send a diagnostic so we can check for any errors.

In the Sonos App, Setting > Help & Tips > Submit Diagnostic and post the confirmation here.

We will let everyone know if there’s more information to share. If you have other concerns, feel free to reach out.

This is my exact issue on the LG CX, for me it just never comes back after switching sources, exiting apps and so on, It doesn't happen all the time, and I can get the audio back by switching to an unused hdmi port and back to the source I want to use.

I have also tried multiple hdmi cables, with no luck.

@Kyle A 

Clearly an issue here that needs to be looked into, we shouldn't have to be making phone calls to support on separate cases, enough people on these forums have reported these issues with audio dropout that it should be something engineers are looking to fix.

I have the same issues with the Arc, on a brand new Samsung The Frame. When turned off for the night, the next morning the sound starts going on and off with 3 second intervals. Only thing that helps is pulling out the HDMI and power cables. Then everything works fine again (apart from the Samsung eArc/Dolby Atmos issue, which is a whole different ballgame). I’m thinking of returning the Arc, I’ve had it for 4 days and have been constantly trying to fix issues. I’m getting fed up. (And yes, everything is up to date, cables are fine etc.)

@Kyle A thanks for pulling the responses to various people together in one post.

Glad to hear Sonos are working on it, which is pretty much what was mentioned in my call to the help line, when I was told in the meantime to keep rebooting my TV - they did specifically mention that it was an issue with the TV manufacturer (Samsung) who may be slow to respond.

Reading these posts over the last couple of months it sounds the other way round, ie it seems to be an issue with quite a few TV manufacturer's, based on that the Arc seems to be the common denominator and would say that is the area the focus needs to be on - if I had read these posts before my purchase it would have definitely put me off this purchase.

I’m having the same issue here. Arc+sub+ones connected to Samsung tu8000 earc HDMI. unplugging does fixes the problem.

submitted a diagnostic no 1686438401 if anybody wanna look into that. cheers 

I have an LG c9 OLED tv, an ARC, sub (gen 3), and 2 Sonos one SLs. I have been experiencing exactly the same problems as referred to above, i.e. recurrent cut-outs of sound from all Sonos speakers lasting perhaps 10-15secs with reversion of sound to tv internal speakers. Sound returns after a message appears on the tv saying that the HDMI connection is available. Sound cut out does not occur if I play music rather than watch the tv. If I disable the Wifi on the ARC, the sub and Ones do not work but the cut outs do not occur on watching tv channels. The Arc is connected to the internet using a ethernet connection via a Netgear Powerline av500. All speakers registered that they were using the Sonosnet and the matrix showed excellent connections and no interference. The problem was solved by adding another ethernet connection, this time to one of the One SLs (again using a Powerline av500). Since doing that I have not experienced any drop-outs. It is possible that it is still early days - 24 hours since I made the change - but this is still the longest I have gone without dropouts on Netflix, AppleTV and Sky. Previously dropout occurred frequently on all these channels. 

I would be really grateful if someone could explain what has happened here and why the second ethernet connection seems to have solved the problem.

Hi @m.zai and @TonyH2, welcome to the community. @PSD 58, sorry for the late response.

@PSD 58, yes, there’s other models of TVs from other manufacturers other than Samsung.

However, there’s currently a log sheet for other TVs and to properly document them; our phone support should log the TV model.

@m.zai,  I checked the Diagnostic, same error logs from the other diagnostics. This is the Bug that is currently under investigation.

We’ll inform everyone once we have more information to share. For now, rebooting by unplugging is the only workaround.

@TonyH2, as of now, we don’t have information on what causes the bug. I would like you to monitor this, as this Bug is between the TV and Sonos Arc connection; not the Network connection.

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

Thanks Kyle, still no cut outs, which is a striking change in performance, but I will report again after a more significant time period. What puzzles me is that, if it is not a network issue, why did the Arc work without cut outs when I disabled the Arc wifi (losing, however, the sound from the sub and the one SLs)?

Do you have a good reference for a description of how the sonosnet works? I am unclear as to the function of the router connection when the sonosnet is in operation.