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MikeInMaine
Contributor I
Jun 16, 2020 2:06 AM UTC
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
    Mar 9, 2021 4:51 PM UTC

    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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    Dogdad
    Dogdad
    Headliner III
    Nov 10, 2020 6:10 AM UTC

    Just wanted to let everyone know that Sonos sent me a replacement Arc. After 5 hours , it also had an audio drop off issue when I was watching tv then switched to Netflix. I’m wondering if it’s the tv’s now and not the Arc’s. 

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      shr1986
      Trending Lyricist I
      Nov 10, 2020 6:24 AM UTC

      But we are seeing the problem with different TV’s. Samsung, LG and Sony are all having problems. I have a LG B9 and im having exactly the same problem as a user with a LG CX.

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        Florentcm
        Lyricist III
        Nov 10, 2020 3:38 PM UTC

        @Krishma M I think an update from the engineering team is overdue regarding this issue. Could you reassure Sonos Arc buyers that a fix is indeed coming soon?

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          shr1986
          Trending Lyricist I
          Nov 10, 2020 4:12 PM UTC

          So with the new firmware update eARC is really important when using an Apple tv. If not enabled the support for LPCM wont work. I really hope there is a fix in the new firmware or else it will suck using an arc and Apple tv.

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            shr1986
            Trending Lyricist I
            Nov 10, 2020 4:31 PM UTC

            Its not fixed!!! Literally the first time i switch to my cable channels the sound drops completely. I had to switch eARC off and on for the audio to come back.
             

            This is not ok! 

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              Carl G
              Trending Lyricist I
              Nov 10, 2020 5:34 PM UTC

              Just wanted to let everyone know that Sonos sent me a replacement Arc. After 5 hours , it also had an audio drop off issue when I was watching tv then switched to Netflix. I’m wondering if it’s the tv’s now and not the Arc’s. 

              What you’re seeing is that you didnt have a faulty Arc - they are all bad!  It’s not the TV’s fault, there is a clear design flaw with the Arc that we are all waiting for news on a fix.

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                WRM
                Lyricist III
                Nov 11, 2020 1:32 AM UTC

                Happening now even when changing channels within the same (YoutubeTV) app. Not good. How long is the warranty? Really thinking of returning it. $800 is just too expensive for it to not work correctly. 

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                  Tcziemer
                  Lyricist I
                  Nov 11, 2020 3:18 AM UTC

                  Same issue Samsung 55 frame tv.  Sonos arc audio cuts in and out.  Has it professionally installed and the don’t know what to do .  Hopefully there is a software fix for this available very soon.

                   

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                  shr1986
                  Trending Lyricist I
                  Nov 11, 2020 7:09 AM UTC

                  Reading on reddit and it seems as if a lot of people are having eARC issues. The new firmware update properly made more people switch to eARC and now they are experiencing audio drops.

                   

                  Sonos should really get moving on this!

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                    ledzep1
                    Headliner II
                    Nov 11, 2020 9:45 AM UTC

                    Just came here to ask if this update fixes the drops, oh well, more waiting it seems.:disappointed:

                    From the consensus it seems the short audio dropouts or complete audio drop outs happen a lot with the Samsung and LG TVs. In fact I think it happens with any TV that has eARC activated.

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