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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Krishma M

Retired Sonos Staff

Hi folks, thanks for reaching out and appreciate all the details and sharing the feedbacks. Let me now help you with this.

For Samsung TV users, check the steps below.

First, check if the issue occurs when using a different HDMI cable.
If the issue persists, we then want to eliminate any other bad HDMI devices that could be causing the issue.
If you have multiple HDMI connected devices and inbuilt apps, does the issue occur without all the HDMI devices connected, if not, add one HDMI device back to the TV at a time until the combination is found that causes the issue?
Else if the issue persists without any other HDMI sources connected or just the one primary HDMI source, check the workaround/s below and let me know the Samsung TV model.

Two options:

Reboot the Sonos ARC.
Hard reboot the TV ( disconnect the TV from the power for a minute or two) then reconnect power.

We have reported the issue to Samsung and that we are working with them to address the issue.

For Sony TV users:

Arc is experiencing TV playback interruptions when playing DD+ format content from Sony XBR950G TV apps.

Adjusting TV audio settings to DD or PCM audio format will be our workaround if you have the same problem.

For LG TV users:

When using an LG C9 with the output set to eARC, and playing DD+ Atmos content from the inbuilt apps, the audio will be frequently interrupted. For now, disable eARC on the LG C9 OLED TV for Inbuilt DD+Atmos Content.

We apologize for the inconvenience and appreciate the patience and understanding. Our engineering team is currently working on a fix. We don’t have the exact timing to share at this point and will update this thread when we do.

If you all have a different problem, create a new thread, or find a similar thread that would be helpful to your concern.

Just let us know. We and the community are always here to help.

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

Dogdad

Headliner III

Hi folks, thanks for reaching out and appreciate all the details and sharing the feedbacks. Let me now help you with this.

For Samsung TV users, check the steps below.

First, check if the issue occurs when using a different HDMI cable.
If the issue persists, we then want to eliminate any other bad HDMI devices that could be causing the issue.
If you have multiple HDMI connected devices and inbuilt apps, does the issue occur without all the HDMI devices connected, if not, add one HDMI device back to the TV at a time until the combination is found that causes the issue?
Else if the issue persists without any other HDMI sources connected or just the one primary HDMI source, check the workaround/s below and let me know the Samsung TV model.

Two options:

Reboot the Sonos ARC.
Hard reboot the TV ( disconnect the TV from the power for a minute or two) then reconnect power.

We have reported the issue to Samsung and that we are working with them to address the issue.

For Sony TV users:

Arc is experiencing TV playback interruptions when playing DD+ format content from Sony XBR950G TV apps.

Adjusting TV audio settings to DD or PCM audio format will be our workaround if you have the same problem.

For LG TV users:

When using an LG C9 with the output set to eARC, and playing DD+ Atmos content from the inbuilt apps, the audio will be frequently interrupted. For now, disable eARC on the LG C9 OLED TV for Inbuilt DD+Atmos Content.

We apologize for the inconvenience and appreciate the patience and understanding. Our engineering team is currently working on a fix. We don’t have the exact timing to share at this point and will update this thread when we do.

If you all have a different problem, create a new thread, or find a similar thread that would be helpful to your concern.

Just let us know. We and the community are always here to help.

PCM and DD does not give the atmos. It says this is for the optical connection... why suggest it? Useless information!!

D

dk3

Lyricist III

Hi @KrishnaM - yes restarting and rebooting is not an acceptable solution for my Samsung TV. Can you please keep us updated? Thank you.

Krishma M

Retired Sonos Staff

Hi folks. I understand that the workarounds are not easy and rest assured that the team working on this are doing their best to have a fix as soon as possible. Will update this thread when we do. Thanks for your patience and understanding.

Just let us know if you need anything. We and the community are always here to help.

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

O

OutlawPilot

Lyricist II

Just let us know if you need anything. We and the community are always here to help.

As I have (among MANY other Sonos products) an Arc that exhibits the problems and one that doesn't, I need a replacement for the one that doesn’t work as intended. You can take all the time in the world to fix it as long as what I have works.

Krishma M

Retired Sonos Staff

Hi @OutlawPilot, thanks for reaching out here and I understand that we all want our devices to work and you can go ahead and call 800-680-2345 from Monday to Friday from 10 am to 9 pm ET for further checking and may proceed with the replacement since you have one working perfectly. Just let us know if you still need anything. We and the community are always here to help.

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

D

dk3

Lyricist III

Hi @Krishma. Does this mean we think a firmware/software update remotely will most likely fix the issue? Or do you recommend everyone who has the issue to get replacements until further notice?

Krishma M

Retired Sonos Staff

Hi @dk3, thanks for your response. That will be based on how the troubleshooting will end and since they have a Sonos Arc that works perfectly, it seems that the other Arc needs a replacement and it should be done and checked by the phone support team for more details. Please let us know if there’s anything else we can help you with. We and the community are always here.

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

P

peterfitton

Contributor I

same issue, after a week of trouble-free use, the arc became unlistenable. 2020 era Samsung Frame TV connected HDMI arc. Reboot addresses it temporarily. Peter

D

dk3

Lyricist III

@Krishma M . My troubleshooting has ended with the only solution so far being to plug it out and reset it. Cable changes, different source of audio, other Sonos products (beam) seem all fine.

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