Contributor I

Answered

Arc TV sound cuts in and out.

758 replies
97396 views

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

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

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

Show previous replies

J

Jarthur

Lyricist I

Same issue as everyone else, replying so that I can keep track of a resolution. The timeframe for this issue is just silly. At some point sonos needs to think about either a recall or a refund for the broken devices.

Sonos Arc plugged in with provided hdmi cable to

Samsung Frame TV 2020 with no extra hdmi devices connected.

Diagnostics - 474506533

A

allenelectrical

Lyricist I

Perhaps we need a good old petition to get this resolved and start getting some media attention as clearly Sonos don’t care about their very expensive products anymore. This isn’t acceptable from a brand that charges so much money for their equipment!!

D

dschachm

Lyricist I

I have the same issue. I have to unplug to resolve which isn't what should be needed with such an expensive piece of equipment.

I replied to follow this thread.

F

Fflannery139

Lyricist I

Waiting on this fix!!!! Super annoying, and very disappointing. The sound is so amazing, to have this happen is really tough to deal with.

Also, this shows as “Answered” when they are actively working on a patch. Unplug/plugin is not a long term solution to a clear software issue.

D

dk3

Lyricist III

I just got a notification saying the post has been updated with a “Best Answer” from KrishnaM.

I do agree that’s the “Best Answer” currently available but can we please leave this marked Open since the solution is not solved - even in Krishna’s post, it says “we are working with them to address the issue”

Clearly it is not solved yet.

M

mathenautical

Trending Lyricist I

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.

I have a LG CX, and the problem has been brought up in this thread before, Atmos sound cuts out from Arc only during certain shows intermittently, and mainly when using Apple TV 4K. Is this being addressed also or should i create a different thread?

Krishma M

Retired Sonos Staff

Hi folks, thank you for reaching out and welcome to all the new users here in the community. I understand where you all coming from and how much we would love this to be fixed and the team handling this is working and coordinating this already with the respective manufacturers. Will keep you all posted here once we have an update available for all users here. Thank you 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.

J

jlindstrom

Lyricist III

The issue persists here as well and for months on end. Doesn’t skip with anything else, except Samsung tv. No other hdmi-devices connected. Doesn’t skip with optical connection, only hdmi.

Rebooting Sonos fixes it, but unplug was a pain. My workaround is a Philips Hue plug for Sonos and remote control button for it, next to living room couch. I can now easily reboot it and tolerate it rebooting for 30-40 seconds.

Far from acceptable, but I can live with it for now. At somepoint, if no firmware fix appears, I’ll call support & ask for replacement.

Sad situation to be in. Also the Arc is recognised as Atmos device by tv, but not allowed to run as eArc device.

With all these problems, it looks like QC hasn’t been done properly or beta-testing has been very limited.

Q

quainer

Lyricist I

I have a Samsung QN75. Same sound issues. Have tried everything.

C

csadleder

Lyricist I

I own a Samsung Q95T - same issue with cutting sounds. I did already send diagnostic infos to the phone support, had multiple calls with them and the Samsung Support and tried everything possible but no solution.

Show more replies

Sign up

Login to the community