Arc TV sound cuts in and out.

Bravia 950H as I reported shows this exact problem.  I opened up a case with Sonos and I’m about to provide them with the information they requested (diagnostic logs, various attempts at isolating the problem).  I thought I’d share what I’m going to send in the event its helpful to someone else.

@Kyle A , thank you for responding. I sure hope a fix can be developed so I don’t have to return the unit, when it works, especially with Dolby Atmos support, its quite amazing.  But losing sound in the middle of watching something is just so fundamental it cannot be ignored; so this must get fixed or go back.

Here’s the sequence of steps I took when I got the problem to happen again (streaming Hulu from the Sony Smart TV interface)

Audio cut out / stopped on Sony TV / HULU playing

captured logs

started Spotify music targeting the ARC = sound ok

Switched TV Input to cable TV (HDMI 1) = sound ok

Switched TV back to Sony TV / Hulu = sound still not working

Switched TV Input to HDMI 2 (Roku stick) = sound ok

Switched TV back to Sony TV / Hulu = sound still not working

Switched Sony TV to Disney+ = sound ok

Switched TV back to Sony TV / Hulu = sound is now working again.

HTH

Edit: I’m not intentionally picking on Hulu. the same cut out happens with Disney+, Netflix, etc.  I don’t think what is streaming matters (though the problem might be based on the fact that something is streaming, IDK).

This is so embarrassing, having this issue with a system just installed in a clients house. 
I have the exact same set up as I’ve just installed (arc, sub  and 2x ones for surround) I have an LG E7 OLED  and have absolutely zero issues at all yet they have a Samsung QE75Q90 and they’re having this issue!!

Very disappointed with Sonos here. 
 

diagnostic: 573668133

worth noting that when I disabled “ Dolby Atmos compatibility” no more stutters.

great a £800 Atmos soundbar that can’t handle Atmos..

edit: the stutters are back!!

Hi @allenelectrical, welcome to the community.

I checked the diagnostics, same error logs as the others I’ve seen. 

The Arc can handle Atmos, the issue is the TV-Arc connection being unstable.

This issue has been already reported to Samsung and our engineers are working with them to fix the issue.

Currently, there is no new information that can be shared.

We will let everyone know once we have new information to share.

Hi @Kyle A ,

Is it the same issue with the Sony TVs like the 950G?

Has it been reported to Sony and are your engineers working with Sony to fix the issue?

Thank you,

Ben

Hi @Kyle A ,

I have owned the Arc, connected via HDMI to my Samsung TV (Model: QN85Q70TA), for over 1.5 months with no issues.  About 2 weeks ago, I started to have similar issues as mentioned by others on this chain.  Using any program/source from the TV, when the problem occurs,I basically hear sound for 5 seconds and then 0.5 second drop, then immediately returns for 5 seconds, then drops.  It is impossible to watch anything because of it.  I have tried all the suggestions and the one that fixes is to unplug.  However, the problem just returns the next day.  

Am I right to assume this is a similar issue and have to just wait it out at the moment?

I submitted diagnostics because I was on the phone with Sonos to relay this information, it is 1885606719.  However, I believe the issue is not there right now as I reset (plugged out) the speaker to fix the issue last night.

My new Arc is connected to a brand new Samsung Q60T and the sound keeps cutting out. It worked well for just over a week.  In fact was brilliant.  I called Sonos, the assistant didn’t know about this problem even though people have been talking about it here for months. He asked me to unplug both the TV and Arc which I did and it appeared to work. I then turned off the TV and the next time I turned it on the problem returned. I called again and was asked to reverse the the HDMI cable. That didn’t work. He said call again tomorrow - we’re about to close. Aaarrrgh. This is brand new equipment. I only bought it for the TV. Since it worked fine for a week and I was sure I wanted to keep it I threw away the packaging. Now I’m stuck with £799 worth of junk. 

Still getting sound drops on my ARC with LG CX 

My sound drops more so when switching between sources, just drops altogether, to get it back I have to switch between sources a few times for it to get the audio back.

To me this seems like eARC is flakey on the ARC or on the LG CX, perhaps both.

I also get the stuttering audio sometimes thats been mentioned and also the zip sound thats also been mentioned on here.

I see from KyleA’s post above it’s been reported to Samsung and they’re working on it together. It’s not really acceptable to not give us a estimated time of fix. This wasn’t a cheap product and was advertised as it would work with TVs worth eArc. 

I just tried my affected Sonos Arc in my 2020 Samsung 75” Q80T (I have a second Arc that has NO problems whatsoever with this TV) and every time I turn the TV off, the audio defaults back to TV Speaker and I have to go to the audio settings to manually switch to HDMI-eARC to get the Arc working again, at which point it performs well with NO dropouts. When I turn the TV off then on again, I have to do all this over again.

The problems seem to be with one Arc but not the other. And the Arc exhibiting problems does so in more than one model of brand new Samsung TV,

The problems ALL go away when using the Optical adapter, but using this workaround diminishes the full features of the Arc.

Just saw this … still doesn’t point to the problem.