Arc TV sound cuts in and out.

Hi @JT33, thank you for reaching out and sorry for the late response.

Hi @Jbrow, thank you for the update.

@JT33, I understand if you wish to return the product as our Sound Engineers work out the kinks. 

As long as the product hasn’t passed the 45-day money-back guarantee return you should be able to get your money’s worth back. 

As for the TV firmware, we would need to lessen the variables our Sound Engineers need to check. So having it up to date can help them as well.

If you feel that there’s something wrong with your Arc. It would be worth calling our Phone Support as they have more options if they find something wrong with the Arc. 

@Jbrow, I checked the diagnostic, I’m seeing the same error as the others including @JT33’s diagnostic. The TV signal is lost then found intermittently.

Check any firmware update for the TV, check the HDMI cable connection, test if the Arc plays music without audio drops, and then reboot the TV and Arc by unplugging both(boot up the TV first before the Arc).

Update us with your findings and if the reboot fixed it or not.

I purchased the unit through Best Buy.  I have another order in to replace this one just to see if the new one will work without issues.  I love the quality of the sound, so it is quite frankly hard to give up.  I just hope that there is a simple fix if your engineers fine an issue, if there is one, in the future.  

Hi @JT33, thank you for the input.

Since I’m seeing a trend in the diagnostics, I would like for everyone here to check;

If it also happens during Music Playback and with an Optical Adaptor connection to the TV.

If it doesn’t, we have now isolate that the issue only occurs in an HDMI-ARC connection to the TV.

This will give us an extensive report for our Engineers to look at.

Update us with your findings.

I’m having the same cut in out problems. Is there any reports on fixes other than resetting it all the time?

I recently received my Sonos Arc as well and am also experiencing this.

My Setup:

• Directly connected to eARC/HDMI to my Sony XBR75X950H
• Arc has physical Ethernet connectivity to my Spectrum router (WiFi not enabled)
• Firmware is up to date on my Sony television and the Sonos system

I have swapped the HDMI cable and the issue still persists. This happens with any of my streaming apps (Hulu, NetFlix, and Prime). When I unplug just the soundbar, wait for the 10-seconds, and plug it back in, the sound is back.

I will try to use the optical out adapter and see if I still have the issue. The problem is that this very intermittent and not consistent at all. Sometimes the soundbar will work all day and be fine and other times the sound will cut out multiple times a day.

Same issue with my LG OLED55B7A.  I have a ROKU box as a source.

1. It only happened over ARC.
2. I swapped out HDMI cables.
3. I swapped out which HDMI port on the TV I used.
4. Did occur if I tried to use airplay and then toggled back to the TV.  If I stopped the airplay then toggled back to the TV it appeared to work better.
5. Sometimes it would come back by itself, other times rebooting the TV and ARC would fix the problem.  On the last occasion it just stopped working altogether, independent of what I did.

I was getting to the end of my free return period with Bestbuy so I gave up and sent it back. Life is too short. Shame, when it worked it was ok !

My TV firmware was up to date.

@Kyle A 1022192339. TV audio cuts out at least once a day, typically turning the TV off and back on fixes the issue. Sometimes, it requires power cycling the Sonos ARC.

Sony XBR-75X950H (firmware 6.4770.615), connected with eARC using the Sonos HDMI cable. Both the TV and Sonos ARC are up to date.

Built in Android app - Hulu, Cutthroat Kitchen. Has been observed watching content with Hulu, Netflix, Disney+.

TV and ARC are both on Wifi, coming from Ubiquiti Unifi setup (Router: UniFi Security Gateway 3P, Core Switch: UniFi Switch 8 POE-150W, close access point: UniFi AP-HD-In Wall, other access point: UniFi AP-HD).

I’m not sure if Sonos was naming this thing after Audio Return Channel, or Already Really Crappy. Joking aside, this is my first Sonos device, and as a software developer (who has had to deal with HDMI compliance for set top boxes) I’m very disappointed in the quality of software here.

Hi @BoostinChick, @G422, @AndyLG, and @jpcarey, thank you for reaching out and welcome to the community.

@G422, as of this time, I’m gathering more information about the TV-Sonos Arc connection issue. 

A few things I would like you to check, is it also happening while playing music?

If not, check the TV firmware for any updates, check the HDMI cable, try the optical adaptor connection.

If you still encounter the issue, submit a diagnostic confirmation number. So we can check for the same errors.

@BoostinChick, thank you for your cooperation, please update us if you also encounter the same issue.

@AndyLG, I understand the decision, having a high-value product not work properly is not ok. 

If you have other concerns, feel free to reach out. The community is here to help.

@jpcarey, thank you for the input; I’m not sure why Sonos named it this way but honestly, it’s confusing because we also deal with the HDMI-ARC. 

For the software, I do understand the disappointment and no worries our engineers are looking into it.

Also, please take a diagnostic for us to verify the errors we’re seeing.

Update us with the diagnostic.

I have an LG OLED65C97LA. The Sonos Arc works as expected. No audio dropouts at all.

Regards Hoppel

@Kyle A I had included the number of the diagnostic in my prior message, 1022192339. I just took a new one when it dropped out today, Hulu: Chopped, 1879020268. I turned the TV off and back on, waited for audio playback, and submitted for the diagnostic. Let me know if there is anything extra, debug mode, etc; that you might like for me to do. My wife is about ready to have this thing returned.