Contributor I

Answered

Arc TV sound cuts in and out.

758 replies
97398 views

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 PAnswer

Sonos Staff

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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rev c

Lyricist I

I experience the same issue with my Arc. It is connected to a Samsung TV and the sound cuts in and out. Once I reboot the Arc it works for a day or so and then the problem returns. Never had this problem with the Beam. I expect more for this expensive of a device. I have tried various HDMI cables...the same one that works fine on the Beam has issues with the Arc. So far not impressed with the Arc.

W

WRM

Lyricist III

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.

Have the same issue. Arc with 2020 Samsung Q80T. Changing internal apps, and even sometimes changing channels within YoutubeTV causes sound to drop and not come back. It’s like the video and audio pauses while changing channels or sources; the video returns but not the audio until you “wake it up”. For example, changing audio setting briefly (to internal speakers and then back to Arc) fixes it, but very annoying to have to do this while trying to enjoy $4000 worth of hardware.

W

WRM

Lyricist III

Hi

I see all these threads about audio dropping but most seem to be short sound drops, in my case I have complete audio dropping and not coming back.

Anyone with the same issue, perhaps report it in here.

I have the LG CX and I lose sound all together when changing between sources, this can be simply exiting the Netflix app back to live TV or turning on my xbox and not having an audio outputting, all very random when it occurs.

Various things can bring back the audio, simple on/off off tv, or switching back and forth between sources.

So if anyone else has the same issue, I would love to hear, because I worry that I’m alone with this and it may be a hardware issue.

I’m getting a bit fed up with this issue, had the ARC nearly 3 months and just want to be sure its something that others experience, I don't mind waiting for a fix if that’s the case.

Same is but with Samsung Q80T. Discouraged that issue has been kicking around for months with no resolution.

W

WRM

Lyricist III

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

Is this the same as 1402.1?

I having the same problem with 1402.1.

J

jk21

Contributor I

Answered but unresolved. Guess that will trick potential buyers to dive in. Nice. Premium experience. Have had this issue since owning the arc. LG C8. Just assumed that’s how it’s gonna be.

C

calfrank

Contributor I

All, i’ve been having the same problem for at least 6 months with my Beam and Samsung TV (frame TV). I’m tired of talking to Sonos support after so many countless hours on the phone. Sonos keep finger pointing to Samsung as their easy way out of the problem. I hope they fix this for you all. My advice is to return your arc while you are still in the return window or you will be stuck with a device that does not work as intended.

J

jlindstrom

Lyricist III

My Q95T just got an update. Immediate effect is that eArc startes working. Have to wait and see wether the sound cutting issue is also resolved. In any case progress has been made since the eArc function didn’t work at all previously.

S

SirD Sonos

Lyricist II

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.

Have the same issue. Arc with 2020 Samsung Q80T. Changing internal apps, and even sometimes changing channels within YoutubeTV causes sound to drop and not come back. It’s like the video and audio pauses while changing channels or sources; the video returns but not the audio until you “wake it up”. For example, changing audio setting briefly (to internal speakers and then back to Arc) fixes it, but very annoying to have to do this while trying to enjoy $4000 worth of hardware.

Exact same issue here. Something with switching back to other apps from YouTube. I have the exact same TV as well.

D

dk3

Lyricist III

I have the same TV across the house and my other TVs have Beam, purchased the same time as the Arc. I have not had issues with the Beam, only the Arc - really hope it doesn’t show up in the Beam as well. Everything just simply connected via HDMI.

E

Ecotone

Trending Lyricist I

Similar issue here.

Equipment:

Sony X900H purchased in June, latest firmware as of today.
Sonos Arc purchased in July, latest firmware as of today.
HDMI cable: Zeskit Ultra HD High Speed 48 Gbps

It seems like the issue really started occurring for me after the new firmware upgrade on the Sony X900H that came out a few weeks ago. I currently have the eARC setting set to Auto, HDMI 3 input set to Standard for the Sonos Arc. Audio passthrough set to Auto.

The issue manifests itself as the following:

either the sound completely drops for about 10 to 15 seconds before resuming normally,
or the volume drops dramatically for about 1 second and then resumes normally.

Either way, this completely ruins the watching experience.

On the first occurrence about two weeks ago, I did end up restarting the TV and the Arc, and that did fix the issue for about a day, but the issue has repeated itself at the same interval ever since.

If I had to guess, I would say the issue occurs every 3 to 5 hours of watching content. The source seems irrelevant as I have noted the issue on any of the native tv apps (youtube, disney, amazon, netflix, etc.).

Looking forward to a quick resolution… I would hate to have to post a negative review on this otherwise excellent product. Hope Sonos takes this as seriously as they should.

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