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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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    khaz22
    Avid Contributor III
    June 29, 2020

    I had my mom order the Arc, and this is happening at her place for the third time today.  Each time I have to go over and unplug the sound bar, plug it back in and the issue goes away for about 5-6 days.  I told her today this was a problem others were having with their Arc’s, but since I have not seen anything from Sonos addressing the issue, that it may be time to send it back.

      Jbrow
      Contributor I
      July 1, 2020

      Just received my Arc today and the audio goes in and out on my Samsung Q07T. 
      troubleshoot ticket #: 1753647283

      eddiek99
      Lyricist I
      July 2, 2020

      Experiencing same issue. No problems with my 8 series Samsung and arc. Just upgraded to Samsung Q9 and audio cuts out usually in the morning after my tv has been off for an extended time. Seems to be very random. When I unplug the arc tv audio is fine through the tv speaker. 

      khaz22
      Avid Contributor III
      July 2, 2020

      Just received my Arc today and the audio goes in and out on my Samsung Q07T. 
      troubleshoot ticket #: 1753647283

      We are also having the issue with Samsung Q7T.  I will run diagnostics as soon as it happens again.

      DonkeyKong15
      Lyricist I
      July 5, 2020

      Samsung Q90T with Arc connected via eARC HDMI connection. Same issue here as well. Very random, usually when TV is first turned on. Sometimes it’s fine, sometimes it cuts out on and off for random periods of time. I’ve tried changing inputs, settings, HDMI cords, apps, used Samsung TV and Apple TV 4K and when the issue is occurring, it occurs no matter what I’m using or doing. As random as it starts, it just randomly ends as well. I have not unplugged the Arc power cord and plugged it back in but will try that for now if it happens again. Very annoying issue to say the least. Once it starts working, it’ll be fine for hours and hours for me and will only happen again once I turn the TV off and then turn it back on later on or the next morning (or sometimes is fine). 
       

      I’ll submit an IT ticket as well. 

      StueyB
      Contributor I
      July 5, 2020

      Seems to be the same issue I am having with my LG OLED, randomly the arc will drop connection, return to TV speakers and then the arc will come back on, annoying AF !!

        s_12
        Trending Lyricist I
        July 5, 2020

        Same for me but as above, mine is Samsung c9 oled. 
        Perfect on the playbar via optical of course but had this for 3 days and every thing I try is the same. 
        Also, really bad cut outs on play sl on both sonosnet and Wi-Fi. 
        Was perfect for years but now…....

          jpcarey
          jpcarey
          Lyricist II
          July 12, 2020

          This is happening a couple times a day. Sony XBR75X950H. Most the time it is working and then it cuts out completely, while other times it will be choppy where it cuts out every couple of seconds (and eventually it will just cut out completely). I have to power cycle. This is very annoying.

            StueyB
            Contributor I
            July 12, 2020

            I went back into the “Premium” Sonos store that I purchased my gear from and they suggested I spend $140 on a new HDMI cable.  Once I work out how to lodge a fault with Sonos (think it requires a phone call).  Incidentally the people at the store did say they have heard the arc does have these issues so maybe the hdmi cable provided is not up to standard or they are working on a software fix

            Airgetlam
            Airgetlam
            July 12, 2020

            I can assure you it isn’t the HDMI cable. That store just wants your money.

            Bruce
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