Contributor I

Answered

Arc TV sound cuts in and out.

758 replies
97399 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

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 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

Show previous replies

F

Florentcm

Lyricist III

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.

Hi @Krishma M, do you have an estimated release date for the permanent fix your engineers are working on?

Dogdad

Headliner III

After keeping record of the dates my Arc has acted up, I requested a new Arc be supplied to me in exchange for the one I have. Sonos agreed and it’s on the way. However, after learning it’s a refurbished unit , it will be declined. I paid for a new unit, not refurbished, and expect a new unit in return . Very disappointed in SONOS for this. I won’t be buying anymore SONOS products .

G

GrantyGrant

Lyricist I

Sadly having the same issue on my arc, it happens every so often and a reboot of the arc is required.

Samsung 2019 Q85 - I have to say with all the different TVs and models there is one common denominator which is the Arc. @Krishma M - Sonos need to own this as a SONOS issue and not pass the buck to other suppliers.

for those with Samsung’s and don’t want to ar*e around pulling plugs out for a hard reset I’ve just found by going to Settings > Sound > Expert Settings > Dolby Atmos Compatibility —— toggling this setting off and on solved without hard reboots....

F

Florentcm

Lyricist III

:frowning2: I'm thinking of returning my Sonos ARC if the issue does not get fixed before my return window.

:triumph: It is not acceptable having to disable the eARC feature permanently to avoid the bug or having to disrupt the viewing experience almost every hour to reset settings / hard reboot devices to make such an expensive soundbar work.

:telephone_receiver: I'll try to contact Sonos support by phone this week to get a more precise estimate for a patch release date.

:calendar: But since this thread has been going on for months, I really fear it won't be anytime soon.

D

dk3

Lyricist III

@Florentcm Unfortunately for me, calling them has been even bigger dead end and a waste of time. At least here, other prospective buyers or buyers who have return windows open can make a decision with the facts. Also, once in a while, @Krishma M does respond and is trying to be helpful but this is unreal how long this is taking. If this doesn’t get resolved, Sonos brand will just become irrelevant but it also seems simple enough they can fix this - I have other Sonos TV speakers and never had an issue, only with this.

Dogdad

Headliner III

@Florentcm Unfortunately for me, calling them has been even bigger dead end and a waste of time. At least here, other prospective buyers or buyers who have return windows open can make a decision with the facts. Also, once in a while, @Krishma M does respond and is trying to be helpful but this is unreal how long this is taking. If this doesn’t get resolved, Sonos brand will just become irrelevant but it also seems simple enough they can fix this - I have other Sonos TV speakers and never had an issue, only with this.

Simply email the CEO like I did. They will respond with an email you to set up a time and date to discuss your issue.

C

Carl G

Trending Lyricist I

After keeping record of the dates my Arc has acted up, I requested a new Arc be supplied to me in exchange for the one I have. Sonos agreed and it’s on the way. However, after learning it’s a refurbished unit , it will be declined. I paid for a new unit, not refurbished, and expect a new unit in return . Very disappointed in SONOS for this. I won’t be buying anymore SONOS products .

Replacing it won’t help. You will have the same problem. It is clearly a critical design flaw.

Dogdad

Headliner III

After keeping record of the dates my Arc has acted up, I requested a new Arc be supplied to me in exchange for the one I have. Sonos agreed and it’s on the way. However, after learning it’s a refurbished unit , it will be declined. I paid for a new unit, not refurbished, and expect a new unit in return . Very disappointed in SONOS for this. I won’t be buying anymore SONOS products .

Replacing it won’t help. You will have the same problem. It is clearly a critical design flaw.

Well, received the refurbished unit today and won’t be opening it up. Sending it back Monday.

D

DaRealDrPhil

Lyricist I

Really, you owe it to yourself to at least try a different HDMI cable.

Spent a week with new OLED65CX and Sonos ARC intermittently losing ATMOS connection. Would see flashing volume indicator and ATMOS indicator on screen requiring me to restart TV to resolve. Had purchased new "High Speed 4K HDMI" cables which appeared to be very well constructed. Tried all manner of setting changes noted here and elsewhere. Turns out a simple swap to the flimsy appearing HDMI cable that came with Sonos ARC resolved all issues. Hope this saves someone a little heartache on their new purchase!

L

ledzep1

Headliner II

Really, you owe it to yourself to at least try a different HDMI cable.

Spent a week with new OLED65CX and Sonos ARC intermittently losing ATMOS connection. Would see flashing volume indicator and ATMOS indicator on screen requiring me to restart TV to resolve. Had purchased new "High Speed 4K HDMI" cables which appeared to be very well constructed. Tried all manner of setting changes noted here and elsewhere. Turns out a simple swap to the flimsy appearing HDMI cable that came with Sonos ARC resolved all issues. Hope this saves someone a little heartache on their new purchase!

Hi

What are you audio settings on CX.

I get the odd complete drop changing between sources, I tried different cables and still same, so switched back to sonos supplied hdmi cable, but no resolution yet.

Thanks

Show more replies

Sign up

Login to the community