Contributor I

Answered

Arc TV sound cuts in and out.

758 replies
97396 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

Show previous replies

M

MarshallTr

Lyricist II

All my Sonos products are hardwired and this setup works better than wifi in my experience.

T

Timbo-G

Contributor I

I have just fallen into the Sonos black hole with the abysmal Arc soundbar not working as advertised with a new ‘flagship’ Samsung TV. I suffer intermittent sound, and a compete lack of dolby Atmos and cinema sound (from suitable sources), and lacklustre sound in various combinations. Having now tripped across this support forum, not only do i discover the problems are common and well known, far worse, they have existed for months, and months. How on earth can Sonos sell equipment that is well known not to work in a very large number of setups, and make no mention of that fact in the sales process - in my view thats criminal.

Having driven to suppliers after many hours of research, coughed up my hard earned cash, I then spent many hours trying to fix it, inc fulfilling requests from Sonos support, reconfiguring setups, buying new Hdmi cables as requested (at my cost) and the only option i am now offered is to return it. No offer of timescales for a fix, no recompense for the time, money and effort wasted, and no recognition that Sonos really messed up on this.

Their remains the Sonos statement that it is a Samsung problem, really, as well as LG, Sony, JVC which apparently have the same problems? The final irritation - a client has an identical TV which on all counts works 100% correctly with a non Sonos sound system, boy do I regret having a house full of Sonos equipment…

Seems to me that after more than 6 months Sonos needs to offer a timetable for a fix, or i for one will simply have some old equipment that still doesn't quite work, what an appalling situation...

Ken_Griffiths

I have just fallen into the Sonos black hole with the abysmal Arc soundbar not working as advertised with a new ‘flagship’ Samsung TV. I suffer intermittent sound, and a compete lack of dolby Atmos and cinema sound (from suitable sources), and lacklustre sound in various combinations. Having now tripped across this support forum, not only do i discover the problems are common and well known, far worse, they have existed for months, and months. How on earth can Sonos sell equipment that is well known not to work in a very large number of setups, and make no mention of that fact in the sales process - in my view thats criminal.

Having driven to suppliers after many hours of research, coughed up my hard earned cash, I then spent many hours trying to fix it, inc fulfilling requests from Sonos support, reconfiguring setups, buying new Hdmi cables as requested (at my cost) and the only option i am now offered is to return it. No offer of timescales for a fix, no recompense for the time, money and effort wasted, and no recognition that Sonos really messed up on this.

Their remains the Sonos statement that it is a Samsung problem, really, as well as LG, Sony, JVC which apparently have the same problems? The final irritation - a client has an identical TV which on all counts works 100% correctly with a non Sonos sound system, boy do I regret having a house full of Sonos equipment…

Seems to me that after more than 6 months Sonos needs to offer a timetable for a fix, or i for one will simply have some old equipment that still doesn't quite work, what an appalling situation...

What did Samsung have to say about your matter? I understand Sony have mentioned they’re going to fix their issues with a firmware update for some of their TV models, hopefully coming soon.

I have two LG TV’s that are working with an Arc and Beam without any issues, but if Samsung have acknowledged a problem, then isn’t this perhaps down to them to resolve?

I’m considering a new TV for our Dining room, but it would be nice to know what Samsung have to say about the matter - I know some of their older sets with "auto-hdmi-select" were problematic and there was no software fix for that issue.

T

Timbo-G

Contributor I

Samsung are still investigating my issue, but as so much equipment works correctly with their TV’s they might not change anything. As I mentioned, a client has a system that works fine (Not a Sonos soundbar!) and whilst Samsung (and Sonos) accept their is an issue, I am not sure Samsung see it as their issue TBH?

I have seen owners with Samsung, JVC, Phillips, and Sony TV’s reporting issues with the Sonos arc and sound. In my situation, cycling the power on the Sonos at least gives me sound - but its like stepping back 30 years!

Dogdad

Headliner III

Samsung are still investigating my issue, but as so much equipment works correctly with their TV’s they might not change anything. As I mentioned, a client has a system that works fine (Not a Sonos soundbar!) and whilst Samsung (and Sonos) accept their is an issue, I am not sure Samsung see it as their issue TBH?

I have seen owners with Samsung, JVC, Phillips, and Sony TV’s reporting issues with the Sonos arc and sound. In my situation, cycling the power on the Sonos at least gives me sound - but its like stepping back 30 years!

Sony owner here and had the same issue. Sony , not Sonos , came out with a software update that has fixed the issue. I have read that Samsung has also had a software update that fixes the issue. It’s not a Sonos issue.

Dogdad

Headliner III

I have just fallen into the Sonos black hole with the abysmal Arc soundbar not working as advertised with a new ‘flagship’ Samsung TV. I suffer intermittent sound, and a compete lack of dolby Atmos and cinema sound (from suitable sources), and lacklustre sound in various combinations. Having now tripped across this support forum, not only do i discover the problems are common and well known, far worse, they have existed for months, and months. How on earth can Sonos sell equipment that is well known not to work in a very large number of setups, and make no mention of that fact in the sales process - in my view thats criminal.

Having driven to suppliers after many hours of research, coughed up my hard earned cash, I then spent many hours trying to fix it, inc fulfilling requests from Sonos support, reconfiguring setups, buying new Hdmi cables as requested (at my cost) and the only option i am now offered is to return it. No offer of timescales for a fix, no recompense for the time, money and effort wasted, and no recognition that Sonos really messed up on this.

Their remains the Sonos statement that it is a Samsung problem, really, as well as LG, Sony, JVC which apparently have the same problems? The final irritation - a client has an identical TV which on all counts works 100% correctly with a non Sonos sound system, boy do I regret having a house full of Sonos equipment…

Seems to me that after more than 6 months Sonos needs to offer a timetable for a fix, or i for one will simply have some old equipment that still doesn't quite work, what an appalling situation...

What did Samsung have to say about your matter? I understand Sony have mentioned they’re going to fix their issues with a firmware update for some of their TV models, hopefully coming soon.

I have two LG TV’s that are working with an Arc and Beam without any issues, but if Samsung have acknowledged a problem, then isn’t this perhaps down to them to resolve?

I’m considering a new TV for our Dining room, but it would be nice to know what Samsung have to say about the matter - I know some of their older sets with "auto-hdmi-select" were problematic and there was no software fix for that issue.

Sony has come out with a software update that fixed the issue. It has for me. Also know some that have Samsung and did their update and fixed the issue. It’s not a Sonos problem. Other sound bar makes also experience the issue. It’s the tv ‘s that have the issue.

H

Holycow

Lyricist I

What did Samsung have to say about your matter? I understand Sony have mentioned they’re

Sony has come out with a software update that fixed the issue. It has for me. Also know some that have Samsung and did their update and fixed the issue. It’s not a Sonos problem. Other sound bar makes also experience the issue. It’s the tv ‘s that have the issue.

Which Sony FW number did you update to?

Dogdad

Headliner III

What did Samsung have to say about your matter? I understand Sony have mentioned they’re

Sony has come out with a software update that fixed the issue. It has for me. Also know some that have Samsung and did their update and fixed the issue. It’s not a Sonos problem. Other sound bar makes also experience the issue. It’s the tv ‘s that have the issue.

Which Sony FW number did you update to?