Contributor I

Answered

Arc TV sound cuts in and out.

758 replies
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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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D

Dr-MG-Midget

Lyricist III

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.

Still not resolved for me with my Frame tv sadly...

W

WRM

Lyricist III

Getting weird. Was watching football today on Youtube TV. Switched from Giants v. Bengals (FOX) to Colts v. Titans (CBS). All ok. Then switch back and sound dropped. Back to Colts v. Titans and sound back. Back again to Giants v. Bengals and . . . sound back! Did not have to switch sound source, unplug anything, or power cycle anything. So again, seems like audio when interrupted upon changing channels sometimes is re-established, sometimes not.

W

WRM

Lyricist III

eARC now completely gone. Power cycled everything but can’t get it back. Will call support line tomorrow but starting to think seriously about a return and refund.

K

kerstens

Lyricist I

@Kyle A and @Krishma M another diagnostic 2102851875. It has cut out every morning when the tv is turn on. I have hooked up the Sonos ARC to a samsung QE5595T. I just bought the Sonos Arc will it be possible to return the product if the issue is not solved in another month?

L

ledzep1

Headliner II

So 5 days running not had a complete audio drop changing between sources on the LG CX, since installing 3.11.30 firmware on CX.

Before I was getting at least 1 drop a day, although I have had 1 drop just turning on TV and then it dropping after a few seconds, but it’s not done it when source switching.

Looking promising, It would be great if any owners of the LG CX could post feedback who had issues and if 3.11.30 has fixed dropouts?

Just would like to get an idea if it’s me being lucky at the moment or it is fixed somewhat.

K

Kesilar

Lyricist I

I have a Sonos Arc + Sub connected to my Samsung QEQ95T QLED TV and getting very frustrated with sound compatibility. The issue is that every time I turn the TV on, the sound is intermittent (1sec off, 3secs on). I’ve tried changing inputs, settings, HDMI cords, apps, used Samsung TV and Apple TV 4K and when the issue is occurring, it occurs no matter what I’m using or doing. The way to cure this is to go into the expert sound compatibility menu and toggle 'Amos compatibility on or off', as well as replugging the HDMI. I have checked all the usual HDMI cable which is plugged into the e-ARC socket of the TV. Is there a problem with the software communicating with any of the TV's? There seems to be a lot of internet chatter about this problem so it is not just myself. Would anyone investigate this software problem before I return my superb Sonos sound.

Could you source a Samsung/LG TV and replicate the fault as many on here have experienced, with a view to solving the problem. Having read most of these entries, this is a very common fault, probably software. Please lets fix it!

I’ll submit an IT ticket as well.

G

Guy M

Lyricist I

New to the community - I have exactly the same issues as @Kesilar above. Also have a new 2020 Samsung Q95T and ever since I have started using the new Arc, the sound cuts in and out every time we turn the TV on. I have also experienced it when using the Sonos App when there has been no music playing or the TV on for a while. I believe that this is a more far reaching issue than just when watching TV.

In addition to the whole sound cutting in and out, I have found that the One SL speakers also cut in and out mid movie for a second or so every now and then.

The only way to recity this is to turn the Arc off and on when you want to use it. An absolutey frustrating situation - is a solution likely to arrive anytime soon @sonos? I have tried turning on and off Atmos capability, tried other cables, different ports (currently in e-ARC), tried using WiFi & RJ45 CAT8 cables. Also tried with a different TV - Nothing seems to fix the issue.

Installation: Room 1: 2020 Arc, 2 x One SL & Sub Gen 3. Room 2: 2020 Sonos Amp & iPort xPress Keypad. Room 3: Ikea Sonos Symfonisk Lamp. Room 4: Ikea Sonos Symfonisk Bookshelf Speaker.

No issues with any other Sonos products - just the ones in the room with the Arc!

Diagnostic report 866545666 and 1142277901 submitted

M

method_ben

Trending Lyricist I

New firmware update for Sony 950G and 950H:

https://www.sony.com/electronics/support/televisions-projectors-lcd-tvs-android-/xbr-55x950g/downloads

According to the EU release note version, Sony seems to fix this issue. See my previous comment.

J

joebpops

Contributor I

I have an LG cx. I just ordered the arc which won’t ship till mid January. After reading this post I’m wondering if I should cancel my order. Do they all have issues with sound dropping and magic remotes not working? Please be honest. $850 is a lot to spend on a sound bar that only works sometime. Thanks.

W

WRM

Lyricist III

eARC working again today. I don’t get it . . .

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