Arc TV sound cuts in and out.

Yes, the Sonos support I spoke to twice was either not aware of the issue or basically refused to say there is an issue even though I mentioned that on the community boards, we were told to go log the issue.  They almost undermined this board by saying it is not official which was disappointing to see that kind of disconnect.  As I mentioned before, the only communication has been here which is very frustrating because this should be everywhere so the consumer is aware, at the very least their support team should be aware.

HDMI Arc is just a ‘soft’ industry standard. Making it work depends on good implementation on both sides. If Sonos can “patch” around something Samsung does, then that’s something they should do. Also, if Samsung is doing something that leads the interface to fail, well they should work on it, too.

Samsung and Sonos are both selling a capability. It’s the consumers view of what’s a working product that should matter -- not the companies’ view, especially when an industry standard feature they are selling that should work is not working at a reasonable standard of performance.

Having to unplug and replug a device frequently is just plain nuts. And, by the way, it’s not my TV that’s having to be power-cycled each time, it’s my Sonos Arc. Funny that I just “reset” the Arc and things work.

Presumably Sonos knows about all of its users that have put in reports through its tech support and this forum about the problem. They could try proactively communicating with us.

Meanwhile, there has been some chatter out there about a Samsung software update. Like one exists. My last couple of conversations with Samsung have resulting in them saying that the pushed software already on my TV is as current as what’s downloadable. I’m still waiting to see if Samsung pushes an update on its side. If Sonos is so convinced Samsung is not upholding the standard, maybe they want to sue them or something, to show they are serious and that Samsung’s misrepresentation is damaging them.

Also, if Sonos can prove Samsung is the problem, whey not empower the consumers with the evidence they need to take the steps available to them to be more persuasive with Samsung?

In looking at this message thread I sometimes feel like I’m reading a Dilbert cartoon.

I know most of us are hanging in, because we are otherwise impressed by our Sonos products. 

I am a newbie here but read through all of the posts. I have put in my time and frustrations though. Brand new Samsung Picture Frame and Sonos ARC (among other Sonos devices in the home we just built). What a disappointment. What is crazy is the we had to go through so much tech support and even returned the ARC and got a new one before we realized what  was happening. The folks on Tech support do not know this and it was SUCH a waste of time. I wake up every morning and my ARC goes in and out when using the TV. Yes, I get behind the ARC, unplug it, plug it back in and it works well with the TV again (always works fine with the music). My cables were built in to my fireplace so its much more difficult. I do not want to give up the system I paid so much for and love so much when its working correctly.

Would love to be part of the test community - we are a technology family and a technology school educator.

It’s been a long time from what I have read here - some folks have been VERY patient. 

PLEASE PUSH OUT THE FIRMWARE!

Doug74 shows the ARC update that I can not get.  We can only get as far as 12.2.2  Would like to get the new update to see if it fixes the problem.

What you are describing is really close to what im experiencing.

I have a sonos arc with surrounds (ones) hooked up to a LG B9 and I have two problems - one with eARC and one with “normal” hdmi arc.  

When i have eARC enabled i lose sound when switching between cable and the native apps or between the native apps. Its random and i cant force it. In short its exactly as you describe but i dont use other sources than the tv (so cable and native apps). Sometimes i can get it back when i toggle eARC on and off, sometimes i have to turn off the tv and sometime i have to cut the power. 

When i toggle eARC off i dont have the problem with sound disappearing completly but i do experience small audio drops when watching mostly streaming (netflix and other native apps). This also happens at random. 

I have absolutly no idea if its a software or hardware issue but i have no fix. Ive tried 3 different hdmi cables, using wifi, using ethernet and nothing works.

Thank you 

Same I think, my issue is that when changing between sources can be anything, for example exiting internal netflix app back to live TV the sound will drop, or turning on xbox one x to play a game and the game will have no sound.

I can remedy it by switching back and forth between sources or switching eARC off and on.

It happens occasionally, I hope a firmware sorts it soon though, as to pay such a large sum for the ARC and Sub and have these issues like many of us is a shame.

Another instance, was the other day I was watching Ted Lasso on Apple 4k box, watched 2 episodes fine in atmos, played episode 3 and no sound, so had to turn eARC off and on to get sound back.

Just seems like the sonos ARC and eARC connection is not very stable and craps out a lot at any random time, I never seem to have a drop occur during watching something though, always before I start something.

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.

I have a 2019 Samsung Frame, 2020 Roku Ultra and a Sonos Arc.  The TV to Sonos Arc connection is HDMI Arc.  I had been having occasional issues with the sound from the Roku not working at all when coming from Art Mode to TV.  Doing a system restart othe Roku would fix this issue. 

Now my problem is that I get audio that cuts out every few seconds when watching something.  Doing a system restart on the Roku does not fix this issue.  Having to do a hard restart on the Arc is not an acceptable fix.

I would advise against it. I have a QN75Q8DTAFXZA with the Arc, Sub, and pair of Ones, and the sound cutting out is very annoying. All I gather from the many forums on this subject is to expect an endless stream of troubleshooting steps and no actual fix from Sonos. I am hugely disappointed in spending so much on this setup and immediately having what appears to be a known issue with no resolution in sight.

Perhaps we need a good old petition to get this resolved and start getting some media attention as clearly Sonos don’t care about their very expensive products anymore. This isn’t acceptable from a brand that charges so much money for their equipment!!

Can confirm, updated our Sony 85-inch X950G to firmware 6.4960 followed by a factory reset. This has completely resolved all sound dropout issues with the Arc, have watched well over 15 hours of Atmos content since the update on native Netflix/Prime Video apps without any issues.

I reporting the same issue on the Sony A9G, connected on earc with the Arc connected to ethernet.

Initally I thought it might be TV related; well we have now seen reports on Sony, Samsung and LG devices. Then I thought it might be OS related; well we have seen reports on TVs running

Android TV - Sony A9G

Samsung’s Tizen platform - Q80R

webOS - LG C9

So all of this still tends me to think this is an issue with the Sonos ARC.

I have just purchased the Arc and a Sony A8H 65 inch TV. I am experiencing multiple audio drop outs where the sound just stops. I have to flick the pass through setting in the TV to Auto and then off again to get the sound back. Prior to the Arc having no sound I can hear small drop outs in my setup (arc, sub gen 3 and 2 one SLs). It happens on Atoms audio. If I use PCM which defeats the point of the setup as it's only registers stereo 2.0 I do not experience the issue (so far). It is almost as if the arc's memory is overflowing due to the greater audio demand. I really hope this is not a hardware issue and can be fixed with a software update.

I have replicated it about 8 times on our planet episode 1 (2019) on Netflix at the same point (about 25 seconds in). Just tried it again PCM works OK then Atmos drops out at the same point. Replicated this over multiple days. Anyone else getting this issue at the same point on a stream?

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.