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MikeInMaine
Contributor I
June 16, 2020
Answered

Arc TV sound cuts in and out.

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 P
    Corry PAnswer
    Sonos Staff
    March 9, 2021

    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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    Harbourcoat
    Lyricist I
    December 17, 2020

    I have just been on the phone with Sonos and on chat with Samsung at the same time. Sonos believe the issue is the way Samsung has implemented the eARC in the TV is not to HDMI standard. They are still actively working on a solution with Samsung,

    Samsung and Sonos have advised to turn off eARC for the time being until a fix is issued… (fix might be returning this tv...) D̶o̶l̶b̶y̶ ̶A̶t̶m̶o̶s̶

    Harbourcoat
    Lyricist I
    December 17, 2020

    So I have just been on the phone with Sonos and on chat with Samsung at the same time. Sonos believe the issue is the way Samsung has implemented the eARC in the TV is not to HDMI standard. They are still actively working on a solution with Samsung,

    Samsung and Sonos have advised to turn off eARC for the time being until a fix is issued… (fix might be returning this tv...) D̶o̶l̶b̶y̶ ̶A̶t̶m̶o̶s̶

      case5535
      Lyricist I
      December 17, 2020

      Same issue. Cutting and out Samsung Frame and Arc. 

       

      Dogdad
      Dogdad
      Headliner III
      December 18, 2020

      So I have just been on the phone with Sonos and on chat with Samsung at the same time. Sonos believe the issue is the way Samsung has implemented the eARC in the TV is not to HDMI standard. They are still actively working on a solution with Samsung,

      Samsung and Sonos have advised to turn off eARC for the time being until a fix is issued… (fix might be returning this tv...) D̶o̶l̶b̶y̶ ̶A̶t̶m̶o̶s̶

      Read the above post on Samsung update..

       

      Taero
      Contributor I
      December 18, 2020

      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.

       

      Where are you reading that Sonos is supplying 1.4 cables?  I’m swapping the stock cable out with a definite 2.1 cable I have in the packaging I never ended up using so I’ll see if that helps but it seems very odd that they ship a 2.1 feature device that’s supposed to pass Atmos sound through with a 1.4 cable...

      MacMats
      Lyricist I
      December 18, 2020

      My setup

      sonos arc

      sono sub (3.gen)

      LG GX65 

      Playstation 5

      My sound is randomly falling out and switch to sound from tv speakers in 2sec then returning to ARC. This is only while watching TV and not streaming music. When i use playstation 5 the problem happen even more often. 

      DsunMD
      Lyricist III
      December 19, 2020

      My setup

      sonos arc

      sono sub (3.gen)

      LG GX65 

      Playstation 5

      My sound is randomly falling out and switch to sound from tv speakers in 2sec then returning to ARC. This is only while watching TV and not streaming music. When i use playstation 5 the problem happen even more often. 

      I have the same issue except when watching about 3-4 hrs of Netflix on the LG native app in Dolby vision. I do hope they come up with a fix soon. I heard it coming in December 

      Wimbledon
      Lyricist I
      December 19, 2020

      Hi, there, 

      My set up:

      Arc, Samsung Q90 85’ TV, eARC connection. both are on latest version of firmware. 

      external device: Apple TV, PS5, Virgin Media TV box (UK)

       

      Before I plug in the Virgin Media TV Box, everything was working flawlessly. So I assume that’s the TV box which caused the issue. The TV box has a function that its remote controller can take over the volume control of TV. Normally, people will turn it on. I switched it off. So the TV volume can’t be controlled by the TV Box controller anymore.  Bingo, no more sound cut off. 

      Maybe it’s better to test each external device one by one. From my experience, the issue was caused by external device, not by TV or Arc. 

      DsunMD
      Lyricist III
      December 19, 2020

      Hi, there, 

      My set up:

      Arc, Samsung Q90 85’ TV, eARC connection. both are on latest version of firmware. 

      external device: Apple TV, PS5, Virgin Media TV box (UK)

       

      Before I plug in the Virgin Media TV Box, everything was working flawlessly. So I assume that’s the TV box which caused the issue. The TV box has a function that its remote controller can take over the volume control of TV. Normally, people will turn it on. I switched it off. So the TV volume can’t be controlled by the TV Box controller anymore.  Bingo, no more sound cut off. 

      Maybe it’s better to test each external device one by one. From my experience, the issue was caused by external device, not by TV or Arc. 

      Yeah I tried unplugging my chromecast TV from the TV and it still cut off. I’m pretty sure it’s an issue with the LG Tv. 

      DsunMD
      Lyricist III
      December 19, 2020

      Hi, there, 

      My set up:

      Arc, Samsung Q90 85’ TV, eARC connection. both are on latest version of firmware. 

      external device: Apple TV, PS5, Virgin Media TV box (UK)

       

      Before I plug in the Virgin Media TV Box, everything was working flawlessly. So I assume that’s the TV box which caused the issue. The TV box has a function that its remote controller can take over the volume control of TV. Normally, people will turn it on. I switched it off. So the TV volume can’t be controlled by the TV Box controller anymore.  Bingo, no more sound cut off. 

      Maybe it’s better to test each external device one by one. From my experience, the issue was caused by external device, not by TV or Arc. 

      Yeah I tried unplugging my chromecast TV from the TV and it still cut off. I’m pretty sure it’s an issue with the LG Tv. 

      Maybe I need to unplug the batteries from the remote then haha 

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