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

myatix

Producer I

Yes! The TV is set to Passthrough and eARC is on. I have noticed it is generally Dolby atmos content that causes the issue???

Ken_Griffiths

Yes! The TV is set to Passthrough and eARC is on. I have noticed it is generally Dolby atmos content that causes the issue???

I’ve not noticed it with my C9 HT setup. Any particular type of Atmos, compressed, or uncompressed ...and is it from a particular App or device?

As an example I’m using compressed DD+ Atmos from the in-built Netflix App (6 Underground) and the lip-sync is just fine - no dropouts or sync issues with the Audio.

I’ve used a blue-ray player (set to bitstream) to play uncompressed Dolby TrueHD Audio (not Atmos) and that is working fine here too.

Those are just as examples. I’m just wondering if it’s a connected source like your Apple TV 4K using uncompressed multichannel LPCM - if so, then it’s likely the connecting cable, or perhaps the TV not passing through the uncompressed audio quickly enough - as the Arc will only play the audio when it receives it. If that is the case maybe try a different cable or try switching the pass-through option off and back on again and see if that resolves the issue.

R

Randy Hearst

Trending Lyricist I

I have a new Arc (with sub and surrounds) and new 65” Samsung The Frame. The audio connection problem is real.

Sonos and Samsung need to work together to fix it.

A simple power on and off of the Arc consistently fixes this.

But doing this is not only inconvenient, also very occasionally I then have an issue with the Arc cluster properly re-registering on the network, sometimes then, in-turn, requiring me to reset my entire mesh network.

Sonos owes everyone a formal public statement about how it will fix its problem.

And it should fix it, and fast.

C

Carl G

Trending Lyricist I

I have a new Arc (with sub and surrounds) and new 65” Samsung The Frame. The audio connection problem is real.

Sonos and Samsung need to work together to fix it.

A simple power on and off of the Arc consistently fixes this.

But doing this is not only inconvenient, also very occasionally I then have an issue with the Arc cluster properly re-registering on the network, sometimes then, in-turn, requiring me to reset my entire mesh network.

Sonos owes everyone a formal public statement about how it will fix its problem.

And it should fix it, and fast.

Exactly my setup, and exactly my problems. It has been months and months!! Cmon Sonos!

J

JohnJ923

Lyricist I

Hello I purchased a Sonos arc several months ago .It’s connected to my Samsung q70, the past 3 days I started receiving constant audio drops on multiple apps and inputs. I just power cycled the arc a half hour ago and it hadn’t persisted since

D

DsunMD

Lyricist III

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.

Hello.

yes the new update fixes the sound drop out switching from Apple TV Dolby atmos to YouTube or anything non Dolby atmos.

I also had an issue with my arc dropping sound for 2-3 seconds infrequently. I changed out my cable to a HDMI certified monoprice cable and since then I have not had a single sound drop out. Hope this helps!

D

DsunMD

Lyricist III

Hello I purchased a Sonos arc several months ago .It’s connected to my Samsung q70, the past 3 days I started receiving constant audio drops on multiple apps and inputs. I just power cycled the arc a half hour ago and it hadn’t persisted since

Try changing out the HDMI to HDMI certified cables on Amazon. The ones that came with the arc are subpar. That fixed the drop outs for me!

J

JohnJ923

Lyricist I

Hello I purchased a Sonos arc several months ago .It’s connected to my Samsung q70, the past 3 days I started receiving constant audio drops on multiple apps and inputs. I just power cycled the arc a half hour ago and it hadn’t persisted since

Try changing out the HDMI to HDMI certified cables on Amazon. The ones that came with the arc are subpar. That fixed the drop outs for me!

Thanks for the quick reply I’m actually already using this one from Amazon - https://www.amazon.com/dp/B07BHQ5PGB?ref=ppx_pop_mob_ap_share

In the past half hour I’ve had no cutouts since the power cycle.

L

ledzep1

Headliner II

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.

Hello.

yes the new update fixes the sound drop out switching from Apple TV Dolby atmos to YouTube or anything non Dolby atmos.

I also had an issue with my arc dropping sound for 2-3 seconds infrequently. I changed out my cable to a HDMI certified monoprice cable and since then I have not had a single sound drop out. Hope this helps!

Good to hear, Im hoping it fixes my occasional audio drops as well, I know this firmware fixes the audio stutter when you play atmos and then go to stereo, so thats good.

Just need LG to release the firmware in the UK.

Dogdad

Headliner III

I have a new Arc (with sub and surrounds) and new 65” Samsung The Frame. The audio connection problem is real.

Sonos and Samsung need to work together to fix it.

A simple power on and off of the Arc consistently fixes this.

But doing this is not only inconvenient, also very occasionally I then have an issue with the Arc cluster properly re-registering on the network, sometimes then, in-turn, requiring me to reset my entire mesh network.

Sonos owes everyone a formal public statement about how it will fix its problem.

And it should fix it, and fast.

If you read the posts, you’ll learn it’s not a Sonos issue, but the tv manufacturers! Sony and Samsung have already come out with firmware updates that fix the issue. Different regions are getting them at different times.

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