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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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    Joe_Aus
    Lyricist I
    September 29, 2020

    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. 

    1. First, check if the issue occurs when using a different HDMI cable.
    2. If the issue persists, we then want to eliminate any other bad HDMI devices that could be causing the issue.
    3. 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?
    4. 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. 

    ...

    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.

     

    Samsung Q80T

    1 - initially used the Sonos supplied HDMI cable, thought that was the issue, then used an 8K 48Gbps dHDR eARC cable with 32 channel audio. Issue occurred with both, investigated, found this thread, posted weeks ago, and returned to using your Sonos supplied HDMI cable.

    2 - obviously the arc is only connected to the Q80T. The only other device connected to the Q80T is an AppleTV 4K connected via a 4K 18Gbps eARC HDCP2.2 HDMI cable.

    3 - this tv only uses AppleTV. No Smart TV apps and no Broadcast TV. Due to the infrequency of the issue, I’m uncertain whether it happens immediately upon turning it on, randomly after using it for a long period of time with consistent content, or when there’s a content change with different audio features.

    4 - Samsung Q80T. The first workaround, as instructed by other Sonos reps in previous posts, works fine.

    5 - I will say this - the issue is not a frequent occurrence. Which is tolerable for now but the bad news is that the infrequency makes it difficult to identify a cause or persuade me to return it. It has definitely stopped me from buying more Sonos products or recommending it.

    In regards to having enough persuasion to return it, I’m getting there thanks to the regurgitated responses from Sonos and time wasted on something as insignificant as a sound bar.

    Hopefully, this isn’t Sonos’ BS “best answer” for too long

      ledzep1
      Headliner II
      September 30, 2020

      Anyone tried new sonos 12.1 firmware, any improvement on this issue?

      dk3
      Lyricist III
      September 30, 2020

      I just updated from 12.0.6 to 12.1 right now.  I will let everyone know if there is any changes.  However because this issue doesn’t occur on demand and randomly, it may take several days.  Also, prior to upgrading I also did not have the issue for last several days but I have used the TV very seldom in that period.  

      robellis2
      Contributor I
      October 1, 2020

      I just purchased a new Sony KD55A85 and Sonos Arc only to find I am having similar problems to many others. Playing Dolby Digital soundtracks the sound is ok until the movie is paused or fast forwarded then I get sound dropout every second or so. The only way to stop with is to unplug the HDMI cable and plug back in again - not a good experience.

      Both Arc and TV are on the latest software / firmware versions - this really need to be fixed asap

      ledzep1
      Headliner II
      October 1, 2020

      Update doesn't seem to have fixed the issue for me, still get the rare drop out, but most annoying is the complete audio dropout when switching between sources occasionally.

      To be fair I don’t think this update contained any fixes for our issues, just seems strange why its taking so long to improve/fix things, even the LPCM update is taking ages.

      LG CX

       

       

       

      Rtom
      Lyricist I
      October 2, 2020

      Does all of the arc soundbars have this problem? One guy here said he had two and one doesn't have that problem.

      I'm asking because I wanted to buy an arc but reading this thread I don't know anymore.

      PSD 58
      Trending Lyricist I
      October 2, 2020

      Valid point from Rtom, to have two of these units but have only one that has the issue is odd. Perhaps there was a bad batch, maybe sonos should contact customers who registered their units to get an idea.

      From my point of view as previous post on page 6 I have a Samsung 90T connected to a Virgin V6 box. Then the Arc connected to the TV via eArc connection.

      After initially having the issue I've now gone a month with no problems, my system is used on a regular basis and have been changing between the various sources...odd

      dk3
      Lyricist III
      October 2, 2020

      I also had no issues for almost 2 months after I bought it.  The issue started randomly one day and it is very inconsistent.  There are days when it takes hours after a reboot to resurface and there are times when it takes days after to resurface.  I imagine inconsistency unfortunately probably means harder to debug.  I have not changed any settings or added new devices since day1, only connected to the TV and nothing else and have not used it in any other way.

      Dogdad
      Dogdad
      Headliner III
      October 5, 2020

      Hey Sonos..how about fixing the issue many are having with the ARC audio drop and sending us all an email on your progress and fix, and stop sending an email of free 6 months of Disney+ with the purchase of more speakers.

        Bathdave
        Lyricist III
        October 6, 2020

        I wish I had found this thread before purchasing a new Samsung 55Q70T and an arc on Saturday as I am having same issues on day 3 and today

         

        i thought a fix on here was replace the HDMI with an optical but my arc does not have an optical connector so I don’t understand why that was presented as a solution.

         

        i am not interested in running through a whole series of diagnostics and unplugging and replugging so of an optical cable does not solve the issue and Sonos can’t provide a solution it is going back and I’ll get a Samsung bar with sub instead 

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