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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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    Florentcm
    Lyricist III
    Nov 12, 2020 3:12 AM UTC

    This issue has finally been resolved for me today with the arc update. (Samsung frame tv)
    4 months was way too long for a resolution. 

    Is there somewhere where we can read the release notes to see if the fix for this issue has been addressed? 

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    Florentcm
    Lyricist III
    Nov 12, 2020 4:04 AM UTC

    Unfortunately, even after the update, I encounter the sound cut issue with eARC enabled.
    Switching it off on my TV is still the only workaround for my setup. (Sony bravia x900h)

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    ledzep1
    Headliner II
    Nov 12, 2020 11:14 AM UTC

    Yep add me to the list. After the Arc update today to 12.2 I’m getting the constant drop outs with my LG CX after swapping from Atmos to non Atmos content. The awful experience continues.

     

    Same here on LG CX

    Not all the time but enough to make it annoying.

    My latest dropouts were yesterday, started apple tv 4k, went to watch something in Atmos, no audio at all.

    Backed out tried tried show again, audio was fine.

     

    Another issue that occurs sometimes is after watching atmos content and then going straight to something in dolby 5.1 I get stuttering audio.

     

    I exhibit these issues on apple 4k tv, but have had dropouts on other devices to, I notice more so via apple box because I use that the most.

     

     

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    Ken_Griffiths
    Ken_Griffiths
    Nov 12, 2020 11:18 AM UTC

    This issue has finally been resolved for me today with the arc update. (Samsung frame tv)
    4 months was way too long for a resolution. 

    Is there somewhere where we can read the release notes to see if the fix for this issue has been addressed? 

    You will find the release notes for Sonos updates here:

    https://support.sonos.com/s/article/3521

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      shr1986
      Trending Lyricist I
      Nov 12, 2020 12:32 PM UTC

      Can we please get some feedback from Sonos about if this is hardware or software related?

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        WRM
        Lyricist III
        Nov 12, 2020 4:44 PM UTC

        Apparently I am now running Sonos 12.2 build 6112310. And Samsung TV updating to 1403 as I am typing this. So we’ll see if problems are solved . . . 

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          WRM
          Lyricist III
          Nov 12, 2020 4:46 PM UTC

          Actually now Samsung 1403.1.

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          jwct
          Trending Lyricist I
          Nov 12, 2020 5:02 PM UTC

          Same issue here, Samsung QE75Q90 latest 1372 software and arc software 12.2. Only happens when switching tv back on. had this same setup for a few weeks without issue, only days ago started to  happen. 

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            Carl G
            Trending Lyricist I
            Nov 13, 2020 1:54 AM UTC

            Sonos bumped to 12.2, but Frame still showing 1402 with no update available.  Still has the problem, every day restarts before viewing to get through a movie.  Keeping watch for 1403 to hit. 

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            WRM
            Lyricist III
            Nov 13, 2020 2:45 AM UTC

            So far, so good. No loss of sound. Maybe it’s fixed . . . 

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