Contributor I

Answered

Arc TV sound cuts in and out.

758 replies
97395 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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Kyle A

Retired Sonos Staff

Hi @duncandsami, thank you for reaching out.

I will be happy to look into the issue.

I would like you to take a diagnostic on the system without rebooting the Arc when the issue occurs.

Post the confirmation number and I’ll take a closer look.

Also, check for any TV firmware updates. So we don’t miss any bug fixes the manufacturer has put out.

Update us if you have the diagnostic confirmation number.

Help others find useful content by clicking the like button and selecting the best answer to your question

M

Macbooky

Lyricist I

Hi. Hope you can please help. Just received my Sonos Arc a few days ago. I have been having a strange problem with sound cutting out using my Apple TV 4K. I am using the latest LG CX TV.

If I play an iTunes movie with a menu the sound plays fine on the menu. I then start the movie in Dolby atmos which plays fine. If I then return to the movie’s menu the sound keeps cutting out. If I return to the movie in Dolby atmos it plays fine.

This sound issue also shows up in the Tidal app on Apple TV. If I play a Dolby atmos album then play a normal stereo track the sound keeps cutting out.

I installed the Tidal app on my Nvidia Shield and I do not experience this issue at all.

I have read on another forum that you plan an upgrade to the Arc which will enable Lossless PCM sound. Is this true and when will this update arrive as I’m hoping it may fix the problem?

my diagnostic number is 952087010.

Thanks.

M

mathenautical

Trending Lyricist I

Hi @mathenautical, thank you for reaching out.

I checked the diagnostic, the Arc has been rebooted 12mins ago in the diagnostic.

I would like to know if you rebooted the Arc? If so, I would like you to take a diagnostic when it happens and without rebooting the Arc.

This so that the diagnostic will have the data of it cutting out.

Please monitor the Arc and update us with your findings.

I did reboot it, here is a new diagnostic without me rebooting it conf#945320603

D

duncandsami

Lyricist I

Hi @duncandsami, thank you for reaching out.

I will be happy to look into the issue.

I would like you to take a diagnostic on the system without rebooting the Arc when the issue occurs.

Post the confirmation number and I’ll take a closer look.

Also, check for any TV firmware updates. So we don’t miss any bug fixes the manufacturer has put out.

Update us if you have the diagnostic confirmation number.

Hi Kyle diagnostic sent through 105785083. Cheers

Kyle A

Retired Sonos Staff

Hi @Macbooky, thank you for reaching out and welcome to the community.

@mathenautical and @duncandsami, thank you for the update.

The common error I see in the diagnostics is that the TV intermittently starts and stops sending the audio signal to the Arc.

952087010 - 2 minutes of the TV doing this and then after connecting it starts again after 2 mins. Arc is receiving Dolby Atmos

945320603 - 1 minute then starts again after 6 minutes. Arc is receiving Dolby Atmos

105785083 - Has a longer, for 2 hours with output errors. Arc is receiving Silence from the TV.

I would like to know what source was being played on the TV and where it’s from; when the diagnostic was taken. (e.g. Star Wars from the Apple TV box)

We would need to check the HDMI cable connection; to make sure it’s firmly plugged in.

Check for any firmware update for the TV, because at times manufacturers send out updates for bug fixes.

Also, when rebooting the TV and Sonos Arc, the sequence is: Unplug both from power plug in the TV and wait for it to boot completely then boot up the Arc.

Update us with your findings.

Help others find useful content by clicking the like button and selecting the best answer to your question

J

JT33

Lyricist III

New Sonos owner here. Love the ARC and accompanying 3rd gen sub, however, I started to get the same issue today. All of us here seem to have different TV brands and models with the same exact problem, so it may be safe to say that it’s not an issue with our TV or it’s firmware. Could there be an issue with the ARC itself? Can this be resolved through a software update. I love the sound these speaker produce, but I am tempted to return and wait until the kinks get worked out and repurchased later. Spending this amount of money, I do not want to have to power cycle and replug the ARC in order for it to work properly. Please provide a permanent fix.

J

JT33

Lyricist III

Please see my report: 1027968815

J

JT33

Lyricist III

Please see my report: 1027968815

I was watching Roma on Netflix using Apple TV 4K.

S

scobsa

Contributor I

The problem still continues, but I have not heard anything from Sonos except for yesterday asking me to answer a Sonos Support survey which seemed to assume support had responded with some help.

I have to wonder if Sonos is having some sort of staffing difficulties as they seem to be very difficult to get in contact with. I love the cleanness of the Sonos Arc system, but have to wonder if I have made an error in judgement abandoning my old, reliable wired system.

J

Jbrow

Contributor I

Hi everyone, sorry for the late reply.

@jlindstrom, the diagnostic is showing that the Sonos App isn’t connected to the Sonos system.

I would like to know the Network setup you have. I’ll need the model of your router. If you have other network devices like wifi extenders, Mesh systems, and the like, I like to know the model of those devices as well.

@Jbrow, the diagnostic only shows 5 minutes worth of data, I would like you to take a diagnostic when the audio cuts out and reply with the confirmation number.

@jste, the diagnostic shows 20 minutes of data, unfortunately, it’s after a reboot. I would like you to also take a diagnostic when the audio cut out. Can you also please provide the model of the TV.

@khaz22 and @StueyB, can you please clarify the model of your TV and take a diagnostic when the audio cut.

I would also like for everyone to check if there are firmware updates for your TV.

Please reply with the model of your TV also take a diagnostic when the audio cuts out on the Sonos Arc before rebooting the soundbar.

I will try to assist everyone here.

If you have other concerns, feel free to reach out.

The audio is cutting out again:

diagnostic number: 1150192570

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