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MikeInMaine
Contributor I
June 16, 2020
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
    March 9, 2021

    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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    hoppel118
    Contributor I
    September 7, 2020

    Hi,

    I have an LG OLED65C97LA, the Sonos Arc, a gen. 2 Sub and two Symfonisk for the rear speakers.

    Sonos firmware Version: 12.0.5

    LG C9 firmware version: 04.71.25

    Nvidia Shield TV firmware version: 8.2

    I don‘t have any drop outs since the first day. My LG is mounted to the wall. So I never installed the orginal LG sound system integrated into the table stand.

    I don‘t use any internal app from the LG nor the TV tuner. All my media is played by my Nvidia Shield TVs.

    I didn‘t update the LG firmware to the latest version because of the Arc’a LPCM-/Stereo-Problem.

    Maybe this information helps other people.

     

    Best regards hoppel

    Joe_Aus
    Lyricist I
    September 8, 2020

    Experienced the same issue for the first time today. All the connected equipment’s software was up to date. So it was clearly annoying yet crucially very disappointing, especially because the fix was an antiquated PC support style system restart.
     

    If it’s software, I do hope it’s fixed in the next update.

    If it’s hardware, they must recall the affected units.

    Meanwhile, the second sonos arc purchase is on hold.

     

      teraflx
      Lyricist I
      September 9, 2020

      I am having the same issue about once a week. Only way to fix is to unplug. 

       

      ahmet.a.dogan
      Lyricist I
      September 9, 2020

      Hello I have the same issue with my Sony Bravia KD65-AG9 and Sonos ARC, sub gen3 and one SL. After a while the sound is completely gone.  The confirmation number is 473376495

      danielbrouwer1987
      Lyricist I
      September 9, 2020

      Hi all,

      Here the same issue Sonos arc + Samsung the frame. Only way to fix is to unplug and plug. 
       

      Don’t expect this from a device That expensive. 
       

      hope there will be a fix asap

       

      rgds daniel

        Raffles001
        Lyricist II
        September 9, 2020

        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

         

         

        I had the same issue, just switched off the Dolby Atmos on the TV sound settings and back on again and it seemed to resolve the issue

        StevenO
        Lyricist III
        September 10, 2020

        I have the same issue, only started happening in the last month. 

        Sonos Arc regularly doesn’t switch on automatically when the tv is turned on, and more recently constantly cuts in and out. I have to power cycle the Arc every time I turn the TV on.

        I have a 2020 model Samsung Q95T 4K QLED Smart TV, with the Sonos Arc connected.

        Not really impressed with the behavior, it didn’t do this when I first installed it.

          George_29
          Contributor I
          September 10, 2020

          I have a similar issue with a twist.  LG OLED65CX, Sonos Amp (new Version) x 2, Sonos Sub - HDMI2 ARC, Humax FVP-4000T PVR - HDMI1. When Humax is powered ON the Sonos works like a dream, Humax to Standby, the TV jumps from HDMI ARC to Internal Speakers.  Various timings from once an hour to every few minutes. Solution, only watch the TV with the Humax always ON. 

          Now the twist, added Bluetooth headphones - Detected by the TV but when selected as primary sound out, the TV immediately returns to HDMI ARC (Sonos Amps) and will not stay on the selected Bluetooth option!  I presented the problem to my TV supplier and they setup the same system in their showroom with exactly the same results.  They then changed the TV to a Sony - same problem.  They then changed the sound-bar (not a Sonos) and everything worked perfectly.  So over to you Sonos, the problem is certainly yours as my excellent team at my retailer have proved conclusively.  

          MetaSound
          Contributor I
          September 11, 2020

          I am delaying purchasing the arc and a new LG oled TV because of this issue. 

          I did a little research. A user in a sonos reddit.com forum wrote:

          “Had a similar issue though it was more like once every episode, so like every 50 minutes I guess. Had a feeling it was due to the voice command or touch buttons being activated by vibrations due to the placement (temporarily slightly inside a cabinet before I wall mount my tv) because I noticed the light would flick on when the audio dropped. I turned off both the voice and touch commands in the app and the issue was resolved.”

          “Same here.. All I did was turn off the mic and it didn’t occur again. Tested a few times with the mic and it only happened when the mic is on.”

          Will someone on this thread experiencing the sound cutting out try this suggestion and report the result?

          Dogdad
          Dogdad
          Headliner III
          September 12, 2020

          &

          I am delaying purchasing the arc and a new LG oled TV because of this issue. 

          I did a little research. A user in a sonos reddit.com forum wrote:

          “Had a similar issue though it was more like once every episode, so like every 50 minutes I guess. Had a feeling it was due to the voice command or touch buttons being activated by vibrations due to the placement (temporarily slightly inside a cabinet before I wall mount my tv) because I noticed the light would flick on when the audio dropped. I turned off both the voice and touch commands in the app and the issue was resolved.”

          “Same here.. All I did was turn off the mic and it didn’t occur again. Tested a few times with the mic and it only happened when the mic is on.”

          Will someone on this thread experiencing the sound cutting out try this suggestion and report the result?

          This is not the solution or fix. To many people having the issue and like me, don’t use the voice or touch commands.

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