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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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    andrew.b
    Contributor I
    November 14, 2020

    I am having the sound off and on problem repeatedly with my Samsung Q80. Is this an issue with all Sonos sound bars or just the Arc? If so, I would like to exchange the Arc for a soundbar that I don’t have to disconnect twice a month.

    Smeggums
    Lyricist I
    November 15, 2020

    Same problem here with Samsung Q80T, Sonos Arc and Gen 3 sub which I started using only yesterday. Source is an xbox one x, set to bitstream out dolby atmos along with 4k/60 over hdmi. Arc is connected via the eARC port using the supplied hdmi cable and tv is set to pass through with atmos enabled. Works beautifully until it doesn't. It will either cut out completely after a random amount of time, or drop out and back again for a second.

    Going to sound settings and changing output to tv speakers and then back to receiver eARC fixes the total drop out, I just don't want to have to do this with such an expensive bit of kit.  Immersion killer, so will return it for another brand in a couple of days.

    Diagnostics 1474635237 which I submitted while a cut off as above had happened. Sonos devices, xbox and TV all up to date.

    Any further guidance would be helpful. Thanks.

    WRM
    Lyricist III
    November 15, 2020

    OK. I take it back. Just changed channels on YoutubeTV (between the Giants/Eagles and the Masters) and sound dropped out. So not quite there yet . . .

    ledzep1
    Headliner II
    November 15, 2020

    OK. I take it back. Just changed channels on YoutubeTV (between the Giants/Eagles and the Masters) and sound dropped out. So not quite there yet . . .

    Complete dropout?

    Said it before that I get the same on my LG CX, certainly a trend of complete dropouts when switching between content/sources. 

     

      WRM
      Lyricist III
      November 15, 2020

      Yes. Complete dropout. Fixed it by cycling through audio sources on the tv. Works, but annoying nonetheless. Of note maybe is that this was not due to switching between apps, or switching from ATMOS to non-ATMOS content. Just a channel change. 

        ledzep1
        Headliner II
        November 15, 2020

        Yes. Complete dropout. Fixed it by cycling through audio sources on the tv. Works, but annoying nonetheless. Of note maybe is that this was not due to switching between apps, or switching from ATMOS to non-ATMOS content. Just a channel change. 

        No idea seems random from my findings.

          andrew.b
          Contributor I
          November 15, 2020

          So is to my original question, is there a solution or should I just give up and return the Sonos Arc?

            Carl G
            Trending Lyricist I
            November 15, 2020

            My Samsung Frame updated to 1403, and Sonos Arc at 12.2.  Still getting dropouts and have to power cycle my Arc EVERY TIME I wake the TV up to fix it for that session.  This is getting VERY VERY OLD, Sonos!!  When will it be fixed?!?!?!?

              Carl G
              Trending Lyricist I
              November 15, 2020

              So is to my original question, is there a solution or should I just give up and return the Sonos Arc?

              No solution yet.  If you have other options, I would suggest returning it.  I’ve got too much invested on Sonos all around my house to return mine or I would have.  Am FRUSTRATINGLY holding out for fix...

                JohannDee
                Lyricist I
                November 16, 2020

                Ditto. This is frustrating..

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