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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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    StevenO
    Lyricist III
    October 15, 2020

    Spent hours on the phone to Sonos Support, only to be spoken to with complete disrespect by their level 1 support. After asking to be put through to their manager several times and being put on hold in excess of 20min they refused. I had to call back to be escalated to a Level 2 engineer.

    The previous post relating to it being related to 2.4Ghz wifi is just eyebrow raising and makes no sense, sadly the first level support are pushing it and it’s so far from the likely culprit.

    What is evident is the issue reoccurs after long periods of inactivity, usually after being idle throughout the day while at work. Changing input and audio settings on the TV have no impact. The only way to resolve the issue at this stage is to powercycle the Arc, which is getting old fast.

    I’ve tried a new 4K HDMI cable, which has had no impact.

    I’ve tried switching it to PCM mode, which has had no impact.

    I’ve check firmware is up-to-date, and no software updates are pending.

    I waited for the issue to reoccur and sent in a new diagnostic: 139438149


    I will say 2nd level engineer was much more courteous, but I feel as though they might be out of their depth on this matter, seems to be a fundamental issue with eArc on the device, which sadly is the ONLY way you will get Dolby Atmos, so switching to Optical is not a good solution.

    Starting to regret my purchase at this point…

    I hope a solution is found soon otherwise this will be the most expensive phone-paired music player ever...

     

      StevenO
      Lyricist III
      October 15, 2020

      I should also note, doesn’t seem to occur when playing music via the sonos app from a mobile device, this issue is only occuring via the TV when directly connected via eArc HDMI.

      It doesn’t matter what audio source, streaming or live tv via direct antenna, the result is the same. 

      Perhaps it has to do with the device coming out of low power mode

        Carl G
        Trending Lyricist I
        October 15, 2020

        Same issue here, brand new Samsung Frame and Sonos Arc.  Sound for a few seconds, no sound for a second, back to sound, repeat.  Have spent HOURS ruling out everything from cables to bad karma.  It is definitely an Arc problem.   My new routine is now to unplug the Arc and plug it in before use.  Not good, Sonos!!  

          dk3
          Lyricist III
          October 15, 2020

          Hi folks. Here's an update for all users using Samsung 2020 QLED (LS03T) Range in the US.
          Samsung released a firmware update version 1402.1 that may assist in mitigating the issue.
          Currently, the update appears to only be available for US models and via a manual USB update.
          Reach out to Samsung for further assistance and hope this helps.
          We and the community are always here to help.

          Has anyone with a Samsung TV update the version 1402.1 and the problem stopped?

          dk3
          Lyricist III
          October 16, 2020

          I just saw an update and updated my Samsung TV to version 1402.

          Is this the same as 1402.1?

          Sawrub
          Trending Lyricist I
          October 16, 2020

          My TV doesn’t have the update it’s 2019 series. Samsung wants me to spend money on their 2020 models instead of fixing it on 2019. 

          StevenO
          Lyricist III
          October 16, 2020

          The full issue can be seen here:

          https://1drv.ms/v/s!AnVWGteEsnzfg8E2yr4X3eIgKIMPgQ?e=1Ag8ak

          In the video I can confirm, the Sono Arc is plugged into the eArc port on the Samsung Q95T HDMI-3 eArc port, no other devices are plugged into the unit.

          The Sonos sound is cutting in and out, which is the typical daily routine now. After powercycling the Sonos, and turning the volume back up you can see the problem stops for a period of time.

          I went into the menu to also show that HDMI-eARC Mode is OFF, and if i turn it to Auto the audio stops until I turn it off again, this doesn’t seem right.

          I found this on the Samsung forums, as I have a 2020 Samsung 75” Q95T with the Sonos Arc attached : https://en.community.sonos.com/home-theater-228993/arc-doesn-t-work-with-samsung-tv-q95t-if-you-want-dolby-atmos-avoid-samsung-flagship-tv-s-6844694

          I’d really like someone from Sonos to comment and confirm if this issue is acknowledged and is being investigated or if this is something specific to this combination of TV & Arc?

          StevenO
          Lyricist III
          October 16, 2020

          The Diagnostic run for the above post video is : 1735547524

            rsimonel
            Lyricist I
            October 16, 2020

            Hi there 

            restart may help a while 

            Next time if you face the issue , no need to restart any. Just change any audio settings on the fly that will pickup audio again

            Like change audio output to tv speakers and then change back to audio device 

            This just happened to me again and I tried changing the audio settings, which didn't fix it. I had to do the reboot again to get it to work properly. If this continues to be the every other day norm, I’m going to ask for a full refund from Sonos due to this product not working properly. 

            David_367
            Contributor I
            October 16, 2020

            I have upgraded to the latest 1402.1 firmware  on my Samsung Q80T TV and the problem has gotten worse, not better.  It happens daily now - and doesn’t seem to be any solution.  Very frustrating..  I will try and open a case, but it looks to be a week+ waiting time.. diagnostics submitted as 1549313765

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