Skip to main content
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

    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 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
    View in thread

    758 replies

    Show previous replies
    David_367
    Contributor I
    October 16, 2020

    I have upgraded to the latest 1402.1 firmware 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

    We are receiving abnormally high contact volumes, please expect increased hold times and delays of up to one week on email responses. If your question is not urgent, we recommend posting it on the Sonos community.

     

    So hear I am..

    dk3
    Lyricist III
    October 16, 2020

     @David_367, I upgraded to 1402 but have not had a chance to test out yet.  I assume 1402 and 1402.1 is the same, on my TV it says 1402 (not 1402.1).  Very disappointing that your problem has gotten worse.

    @Krishma M  - wasn’t the updated firmware for Samsung supposed to fix this?

    David_367
    Contributor I
    October 16, 2020

     @David_367, I upgraded to 1402 but have not had a chance to test out yet.  I assume 1402 and 1402.1 is the same, on my TV it says 1402 (not 1402.1).  Very disappointing that your problem has gotten worse.

    @Krishma M  - wasn’t the updated firmware for Samsung supposed to fix this?

    @dk3 I’m not sure if its the same or not, but you can confirm the subversion under Support - About TV.  Main software update will just say 1402.

    Carl G
    Trending Lyricist I
    October 17, 2020

    Still getting sound cutting out for a few seconds repeatedly on my arc, even after frame tv upgraded to 1402. Sonos needs to stop pointing fingers at TVs and fix their expensive broken gear.  

    dk3
    Lyricist III
    October 17, 2020

    Thank you - I just did that and I see 1402.1

    So I guess now I wait and see

    dk3
    Lyricist III
    October 17, 2020

    Ok very disappointing that the fix that @Krishma M had suggested with updating the TV firmware has not worked for two people already.  @Krishma M can you please have Sonos release something….Sonos….Please?

      MetaSound
      Contributor I
      October 18, 2020

      I was planning on buying the arc and LG C9 but postponed it because of this issue.

      The temporary solution given for LG and arc right now is:

      “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.”

       

      What type of output do you get with this setup? Do you get Dolby Digital +? What about if you use the optical connection?

       

      Krishma M
      Krishma M
      Retired Sonos Staff
      October 20, 2020

      Hi folks. Just to let you know that eARC should always be enabled if possible to get the most out of the Sonos Arc. Since we’re still working on a fix and if your TV is having trouble when eARC is enabled and you're using streaming services like Netflix, you can disable the eARC from the TV settings because the streaming audio will still be compressed and you'll still get Atmos. For 4k Bluray or any hard media plugged in directly to the TV and has Atmos, always enable eARC because eARC always looks for uncompressed audio. 

      Hope this helps. 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.
      davidmsilver18
      Lyricist II
      October 20, 2020

      I’ll chime in too - I have an LG B9 OLED and have been experiencing this same issue. I especially notice it with DD+ content from the built-in Amazon Prime app. Hope that a fix is in the works...

      method_ben
      Trending Lyricist I
      October 20, 2020

      @Krishma M 

      Is disabling the eARC solves the issue on the Sony XBR 950G ?

      Show more replies
      Terms & ConditionsAccessibility statement