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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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    Ecotone
    Trending Lyricist I
    October 28, 2020

    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.

     

    The 10 to 15 second audio drop just occurred for the second time today while watching Youtube with the native app. I submitted a diagnostic as it happened. Here is the number: 699953878.

    jlindstrom
    Lyricist III
    October 29, 2020

    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.

    Didn’t help - the saga continues.

    Florentcm
    Lyricist III
    October 31, 2020

    @Ecotone I’ve got the exact same TV and cable setup with the sonos arc.
    The only workaround I found to avoid the 10/15 secs audio issue was to disable eARC on the TV.


    Let’s hope the fix comes soon from sonos because without eARC the soundbar seems like  a waste of money.

     

      Ecotone
      Trending Lyricist I
      October 31, 2020

      @Florentcm thanks for the feedback! I was kind of suspecting eARC to be the issue since that coincided with the x900h’s hdmi 2.1 firmware update. Whoever’s ultimately responsible for the fix (Sony/Sonos), I certainly hope it gets addressed soon. 

      I will try to switch back eARC to off and will report here to see if it helps.

      Carl G
      Trending Lyricist I
      October 31, 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.

      While I appreciate finally getting an acknowledgement that there is a MAJOR problem with the Arc, it has been SOOOOO long with a premium product that my ‘patience and understanding’ have worn out.  Good thing we are in a pandemic and I dont have to ‘showcase’ my new Frame and Arc setup to friends by first explaining why I have to unplug the Arc every time I use it.

      Specific question:  What is the targeted timeframe for a fix?  Within a month?  Quarter?  Year???  Needing to make a decision around replacing my Arc.  It is infuriating.  I am willing to wait a month or so, but my ‘patience and understanding’ for what used to be a company I loved and bragged on is now at it’s end.

        Derry Brewer
        Contributor I
        November 1, 2020

        Totally echo the points above re an update on this issue being required. Dropping output from anything other than atmos is not a solution as the arc is meant to be the Sonos Atmos solution and is the reason I purchased one in the first place. I don’t think it is acceptable at this price point.

         

        I am personally considering returning the Arc and potentially getting out of the Sonos ecosystem altogether if I have to go for a different Atmos solution. 

         

        I am getting the intermittent 10 second drop out of sound regularly on my ARC with a Sony 2020 XH90. Running most up to date firmware on both devices. It has certainly happened more since the Sony firmware update to enable 2.1 HDMI.

          shr1986
          Trending Lyricist I
          November 2, 2020

          I have just updated to the latest firmware (05.00.02) on my lg b9, but no change. Still the same problems.

          ledzep1
          Headliner II
          November 2, 2020

          It is annoying that this issue is still present after so many months, I just had to go back and forth between sources my LG CX to get my xbox to play sound from the sonos arc, its like eARC has some issue establishing an audio connection.

          eARC needs some serious tweaking TV manufactures end and Sonos. 

          mikedouglasdev
          Lyricist I
          November 3, 2020

          I just ordered over $3000 worth of Sonos speakers including the Arc.  I am planning on getting the LG CX65 to go with it but now I’m nervous I’m not even going to be able to watch a movie after reading this thread.  As a workaround, does it work to use the digital audio output?  If so, what does that output from a Dolby perspective? What would I lose?

          MetaSound
          Contributor I
          November 3, 2020

          It is annoying that this issue is still present after so many months, I just had to go back and forth between sources my LG CX to get my xbox to play sound from the sonos arc, its like eARC has some issue establishing an audio connection.

          eARC needs some serious tweaking TV manufactures end and Sonos. 

           

          It is odd that it is taking  four months to resolve this issue. I am starting to think that this is not fixable via Sonos firmware / software updates or it would have been done by now. 

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