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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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    Carl G
    Trending Lyricist I
    October 25, 2020

    I reporting the same issue on the Sony A9G, connected on earc with the Arc connected to ethernet.

    Initally I thought it might be TV related; well we have now seen reports on Sony, Samsung and LG devices. Then I thought it might be OS related; well we have seen reports on TVs running

    Android TV - Sony A9G

    Samsung’s Tizen platform - Q80R

    webOS - LG C9

    So all of this still tends me to think this is an issue with the Sonos ARC.

    EXACTLY!!!  It is clearly an issue with the Sonos Arc, impacting pretty much any TV that matters.  Am hoping Sonos gives at least an indication they acknowledge the issue and are working on a fix.

    shr1986
    Trending Lyricist I
    October 25, 2020

    I was just watching a movie with the kids and i had some audio drops…

     

    Diagnostic: 53159555

    shr1986
    Trending Lyricist I
    October 25, 2020

    And now the audio dropped completly. It happend when i changed the channel and the audio came back when i changed back to the previous channel.

     

    Diagnostic: 601904730

      Db24448
      Contributor II
      October 25, 2020

      I have the same here. Samsung Q60. At least once a week. My first experience of Sonos. Love the arc when it works, but can’t believe I have to pull the power cable on my £800 Soundbar regularly to get it to work :-(. I hope there is a fix soon.

      Carl G
      Trending Lyricist I
      October 25, 2020

      Kills me that this thread status is “Answered”.

        ledzep1
        Headliner II
        October 25, 2020

        And now the audio dropped completly. It happend when i changed the channel and the audio came back when i changed back to the previous channel.

         

        Diagnostic: 601904730

        That’s what happens to me with Arc and Lg cx.

        Krishma M
        Krishma M
        Retired Sonos Staff
        October 25, 2020

        Hi folks and welcome to the new users here in the community. Just to let you know that our engineers are working on a permanent fix so you can smoothly use and enjoy the Sonos Arc with your TV. We have tagged my response as the best answer to easily provide the workarounds and updates for everybody. We keep track of every thread especially the threads with ongoing issues. We’ll keep you all posted here once we have an available update for you. Thanks for your patience and understanding. 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.
        Db24448
        Contributor II
        October 25, 2020

        And now the audio dropped completly. It happend when i changed the channel and the audio came back when i changed back to the previous channel.

         

        Diagnostic: 601904730

        That’s what happens to me with Arc and Lg cx.

        Me too. Literally thought the audio had cut out on the TV channel. For me, might have been when going from 2 ch to DD 5.1 between the two TV channels.

        Dirtynes
        Lyricist III
        October 26, 2020

        I have exactly the same problem with a Samsung TV and periodic drop outs of audio from the Arc (cutting in and out). I have to unselect atmos in the expert settings and then re-select to resume the audio. It’s good to know that there is a fix being worked upon as I couldn’t understand how wifi interference would cause issues with the HDMI connection.

        shr1986
        Trending Lyricist I
        October 26, 2020

        And now the audio dropped completly. It happend when i changed the channel and the audio came back when i changed back to the previous channel.

         

        Diagnostic: 601904730

        That’s what happens to me with Arc and Lg cx.

        Me too. Literally thought the audio had cut out on the TV channel. For me, might have been when going from 2 ch to DD 5.1 between the two TV channels.

        Yeah for me it almost always happens when switching from stereo channels to channels with 5.1.

         

        I forgot to mention another problem im experiencing when using the regular hdmi arc. Sometimes when i watch a movie where the sound is supposed to be 5.1 i only receive 2.0. When i toggle either eARC on off or the source (hdmi arc to intern speakers) i will get 5.1 again.

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