Contributor I

Answered

Arc TV sound cuts in and out.

758 replies
97398 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

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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

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WRM

Lyricist III

I think that the problem is occurring less frequently since the Sonos and Samsung software updates. However, I am seeing it happen now when just changing channels in Youtube TV. So it seems that in any circumstance where the sound is interrupted, the system is having trouble re-establishing an audio connection. Not app-dependent, not Atmos-dependent, but as simple as pausing and re-establishing the audio connection and/or output.

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shr1986

Trending Lyricist I

I just updated the firmware but when the update was over the audio was gone and i had to toggle eARC. So i guess the new firmware is not a fix.

M

mrks

Contributor I

I have spoken with Sonos and Samsung customer service in the last couple of days. After initially being fobbed off by both, I got to people who knew what was going on. And they gave the same answer, separately - that they acknowledge the issue between Sonos and Samsung and that their engineers are working on it together. Also that they have identified the issue and that it will be fixed soon through a firmware update on the TV end.

So, who knows how soon, or how hard they’re working on it but getting the exact same answer from both companies independently seems to be a cause for hope…

C

Carl G

Trending Lyricist I

I have spoken with Sonos and Samsung customer service in the last couple of days. After initially being fobbed off by both, I got to people who knew what was going on. And they gave the same answer, separately - that they acknowledge the issue between Sonos and Samsung and that their engineers are working on it together. Also that they have identified the issue and that it will be fixed soon through a firmware update on the TV end.

So, who knows how soon, or how hard they’re working on it but getting the exact same answer from both companies independently seems to be a cause for hope…

Great news, thanks for digging!

D

dk3

Lyricist III

@mrks That is great news. I hope the news is for other TV makers as well given the issue isn’t just with Samsung but if they have identified the issue, and it’s truly accurate, this should give everyone hope.

Dogdad

Headliner III

I have spoken with Sonos and Samsung customer service in the last couple of days. After initially being fobbed off by both, I got to people who knew what was going on. And they gave the same answer, separately - that they acknowledge the issue between Sonos and Samsung and that their engineers are working on it together. Also that they have identified the issue and that it will be fixed soon through a firmware update on the TV end.

So, who knows how soon, or how hard they’re working on it but getting the exact same answer from both companies independently seems to be a cause for hope…

But you would think that an announcement would have been posted from Sonos verifying this much sooner and not just telling one person. Don’t you think they’d want to calm the waters and let everyone know that they know the issue and fix...I don’t believe it personally. I’ve talked to 3 Sonos customer service reps in the last 3 weeks about the issue. Not one said that a fix was on its way. They even sent a replacement Arc that acted up the second day so I returned it. Why send a replacement when a fix is coming. Doesn’t make sense.

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Riphk

Contributor I

I’ve had the Arc for 10 days and the sound has just started playing up. I’ve tried different ways to sort out the issue and the latest “fix” was to unplug the HDMI cable into that goes into the tv ARC connection and then plug it back in. I’m hoping that Sonos can provide a permanent solution and will be monitoring things closely on this forum.

Dogdad

Headliner III

So today my thoughts are different about the Sonos Arc issue many including myself are having. After doing a search for sound bar eARC issues, many brands are appearing to have issues ,not just Sonos. Im thinking it’s a flawed eARC system and not yet free it bugs.

C

Carl G

Trending Lyricist I

So today my thoughts are different about the Sonos Arc issue many including myself are having. After doing a search for sound bar eARC issues, many brands are appearing to have issues ,not just Sonos. Im thinking it’s a flawed eARC system and not yet free it bugs.

A little voice is whispering ‘remember that Betamax VCR you invested in?’ Sure hope not!

M

m.zai

Contributor I

Hi guys.

4 months on and i’m still having this problem once in a while. additionally, now my arc + sub setup occasionally drop the sub and shows the sub as unconfigured. unplugging and replugging the sub doesn’t solve the problem, but unplugging the arc will fix it.

I’ve submitted a diagnostic with ref no 1287225351. if somebody can have a look would be appreciated.

thank you

musab

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