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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T

Taytek

Lyricist I

Sony XBR-77A9G Arc, Sub, Surrounds.

Wishing I knew about this before spending nearly 2K

Sound cuts out and then the regular tv speaker won't work either.

Any hints of a fix anyone?

C

Carl G

Trending Lyricist I

As awful a workaround as this is, I’ve put a smartplug on my Arc connected to my Smartthings. Before I watch, I tell Google to ‘Turn off my soundbar’ and then ‘Turn on my soundbar’. Not a frustrating as digging in the cabinet to unplug and plug it. But in my head, all I am saying is ‘Hey Google, waste some more money on Sonos please’.

D

DsunMD

Lyricist III

Has anyone tried changing the media source from HDMI 1 port to the HDMI 3 or 4 ports? I’ve heard there can be an issue with the HDMI 1 port in LG TVs.

I also experience occasional sound drop on Sonos arc when watching Netflix. It will revert to TV audio and then revert back to Sonos arc over the course of 2-3 seconds. Pretty annoying but this is intermittent, about once or twice a week. I will try to plug in my chromecast TV to hdmi 3 and see if I experience anymore of those issues.

G

gimmer

Lyricist II

Folks, I mentioned this back on page 5, but I guess there’s so much to read that people may miss it.

I can’t understand how anyone expects e-arc to work without a compatible cable! The article here; https://www.techhive.com/article/3239084/hdmi-21-has-arrived-heres-everything-you-need-to-know.html and particularly the tables, indicate that a HDMI 2.1 (or better) cable is required for e-arc. There’s a good chance that you’re using older, not compatible cables (and I read that the Sonos supplied cable is HDMI 1.4!). They’re pretty cheap too. I also note that as a rule-of-thumb, cables >6 feet require amplification. Not suggesting that this will fix all snags, but surely worth a try.

R

RickGBR

Contributor I

Hi

I'm just another fool who's invested in a Sonos Arc and now getting audio cutting in/out on a new Samsung q80t. Wish I read this thread first.

What's Sonos response on it?

Is the beam also having the same issues?

Dogdad

Headliner III

Folks, I mentioned this back on page 5, but I guess there’s so much to read that people may miss it.

I can’t understand how anyone expects e-arc to work without a compatible cable! The article here; https://www.techhive.com/article/3239084/hdmi-21-has-arrived-heres-everything-you-need-to-know.html and particularly the tables, indicate that a HDMI 2.1 (or better) cable is required for e-arc. There’s a good chance that you’re using older, not compatible cables (and I read that the Sonos supplied cable is HDMI 1.4!). They’re pretty cheap too. I also note that as a rule-of-thumb, cables >6 feet require amplification. Not suggesting that this will fix all snags, but surely worth a try.

Do you really believe that Sonos would supply a HDMI cable that was not sufficient? There’s only a handful of users that have issues with the Arc, but so many more that don’t and they’re using the Sonos supplied cable. I had changed cables and still had issues. You know how I resolved my audio drop issue?? I did the Sony update that fixed it. Sony even acknowledged the problem. I’m still using the Sonos supplied cable.

Dogdad

Headliner III

Sony XBR-77A9G Arc, Sub, Surrounds.

Wishing I knew about this before spending nearly 2K

Sound cuts out and then the regular tv speaker won't work either.

Any hints of a fix anyone?

Have you seen the Sony update? V6.4960 update. I had the same issue as you . Not everyone is getting the update at the same time nor is it for every tv model. Notice the yellow highlight area at bottom.

M

mphawkeye

Lyricist I

I installed firmware update version 1460.9 on my Samsung QLED Q8DT last night and it appears to have resolved the problem. We watched several different streaming services with no issues. Good luck!

M

mattnunn1985

Avid Contributor I

Since updating yesterday to the latest Apple TV software, the audio issue seems worse. Atmos content plays fine, but non Atmos audio cuts in and out every second or two. This is only when playing content from my Apple TV 4K (plugged into an LG GX 65”, with Arc, Sub and 2 rears).

J

jnfr

Lyricist I

Anyone can confirm that Sony fixed the issue with the last update 6.4960 on the 950G?

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.

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