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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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    Timbo-G
    Contributor I
    December 30, 2020

    Hi, thanks fir yr info - that’s really useful. I have installed the latest software on both Samsung and Sonos but unfortunately it’s no different. I hear what you say as to responsibility, but there are a lot of other sound systems that work properly with identical TV’s (that the ARc doesn’t work with). I still have to disconnect the mains to get it to work on the TV which really isn’t great!

    I recently installed a 12 x ‘Amp’ Sonos system for a friend and client, just relieved he didn’t want a Sonos Arc - he used a high end Denon which works fine - phew!

     

     

     

      Roger910
      Lyricist I
      December 30, 2020

      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...

       

       

      Although I couldn't agree more about finally getting a fix for this, there are some workarounds that work for me, and at least makes me enjoy Atmos without any intermissions.

      First in settings > sound > advanced settings:

      • Your eARC mode should be set to “off”, otherwise there will be no sound at all
      • Atmos compatibility can be set to “on”

      Whenever you startup your TV and experience sound dropping intermittently you should go to settings > Sound > Advanced settings and then toggle the Atmos compatibility to off and back to on. 

      In my case that seem to do the trick and I experience unintermittent sound. Also, when I play atmos content via the built in Netflix app, the Sonos app will tell me that it receives Dolby Atmos.

      The downside: I need to do this every day, and I still think it should just support eARC. 
      I would expect that for a 3000 EUR combination this should just work. 

       

      Update: after posting I decided to check the firmware on my Samsung Frame TV and found out there was an update (1460.9). After updating I was able to turn on eARC without loss of sound. But initially the sound drops were still there so decided to reboot both TV and ARC. For now the sound was there and I managed to play Atmos via eARC. (Sounds great BTW!) Now let's check if intermittent sound drops are fixed as well. Keep you updated

        ledzep1
        Headliner II
        December 30, 2020

        Anyone with 3.21.09 on the LG CX/GX, I have heard some mention it fixes some audio issues and contains some eARC improvements, hoping this resolves dropouts, with Samsung and Sony recent updates improving the issue, it leads me to believe all the manufacturers have fixed issues with eARC hopefully.

        BartMalami
        Lyricist II
        January 1, 2021

        Hi, the same issue with Sonos Arc and Samsung the Frame 2020. I did everything that was suggested in previous posts. New firmware on tv installed. Problem still exist. Please help.

        Diagnostic report number: 833712213

        Dogdad
        Dogdad
        Headliner III
        January 2, 2021

        Hi, the same issue with Sonos Arc and Samsung the Frame 2020. I did everything that was suggested in previous posts. New firmware on tv installed. Problem still exist. Please help.

        Diagnostic report number: 833712213

        I think Samsung has to tweak its update a bit more. Some say it’s resolved their issue, some not.

        BartMalami
        Lyricist II
        January 2, 2021

        @Dogdad, in my case definitely not. Hope to see working update very soon. I saw that Sony successfully resolved the same issue, according to some recent posts… Still waiting for some help from Sonos, but I'm not in optimistic mood...

        myatix
        Producer I
        January 2, 2021

        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

        Hi All,

        I am having the same issue with my Sonos ARC which I just got given for Christmas. 
        I have th following setup:

        Sonos ARC

        2 x Sonos Play 1 surrounds 

        LG C9 OLED

        All running on the latest firmware.

        I was not expecting this from a Soundbar in this price bracket. I was planning on buying the Gen3 Sub but right now I am planning on returning the ARC for a refund.

        When will this be resolved?

          Ken_Griffiths
          Ken_Griffiths
          January 3, 2021

          Hi All,

          I am having the same issue with my Sonos ARC which I just got given for Christmas. 
          I have th following setup:

          Sonos ARC

          2 x Sonos Play 1 surrounds 

          LG C9 OLED

          All running on the latest firmware.

          I was not expecting this from a Soundbar in this price bracket. I was planning on buying the Gen3 Sub but right now I am planning on returning the ARC for a refund.

          When will this be resolved?

          I have an almost identical setup - my LG C9 is running firmware 05.00.10 and I have no issues with surround sound (L)PCM/Dolby/Atmos - Have you set the HDMI Port to ‘pass-through’ with the eARC setting enabled?
           

          My other thoughts are to switch off CEC on any other devices attached to the TV and if the problem persists then maybe try another HDMI cable between the TV and Arc. 

            myatix
            Producer I
            January 3, 2021

            @Ken_Griffiths Thanks for the reply! :)

            I am using an AppleTV 4K which I have CEC enabled on so I don’t have to use 20 different controllers…

            Every other device in my network works with CEC, so I would imagine Sonos should be able to get the ARC to do so too???

            Ken_Griffiths
            Ken_Griffiths
            January 3, 2021

            @Ken_Griffiths Thanks for the reply! :)

            I am using an AppleTV 4K which I have CEC enabled on so I don’t have to use 20 different controllers…

            Every other device in my network works with CEC, so I would imagine Sonos should be able to get the ARC to do so too???

            That’s okay.. did you try with the TV ports set to pass-through, rather than auto?

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