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

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J

JohnJ923

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.

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.

I’ve installed the Samsung update from last month it didn’t resolve a thing and I’ve tried the sound bar on my Vizio TV same issue

C

Carson Wong

Lyricist I

I received an replied email from them and they admitted that there are some problems with the samsung tv. They are now working with samsung to fix this problem. No time frame guarantee

D

Doug74

Lyricist III

Hello,
same problem here (ARC and Samsung 55Q95T 2020)…
Audio from the Arc cutting each days after powering TV on…
Very annoying for such an expensive configuration …
Since I've done the Samsung last update, it's worst than ever!

Will Sonos and Samsung fix this issue once and for all???
You must hurry, i'ts been a while now that users complains about this problem!!

L

Lolloway

Lyricist I

Read the latest updates and adding another voice to the same problem, will try local support in AUS and see if they have anything more to offer than the script… otherwise will be returning and downgrading to something with less bugs… will post if I have any luck

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???

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.

Thanks Ken,

I have a certified HDMI 2.1 Ultra HDMI cable attached between the LG C9 and Sonos, so I don’t think it is that. I actually went and brought this cable because I thought it might be that exact reason. I will try switching pass through on and off on the TV and see if that helps. Such a shame that what should be a great experience is ending up as a major pain in the backside.

Appreciate the reply! :)

C

Carl G

Trending Lyricist I

I received an replied email from them and they admitted that there are some problems with the samsung tv. They are now working with samsung to fix this problem. No time frame guarantee

Been hearing this for too many months now. I really used to love love love Sonos. Now, every day that I have to restart it to get it to work I hate it more and more.

D

Doug74

Lyricist III

Hi folks, thanks for reaching out and appreciate all the details and sharing the feedbacks. Let me now help you with this.

For Samsung TV users, check the steps below.

First, check if the issue occurs when using a different HDMI cable.
If the issue persists, we then want to eliminate any other bad HDMI devices that could be causing the issue.
If you have multiple HDMI connected devices and inbuilt apps, does the issue occur without all the HDMI devices connected, if not, add one HDMI device back to the TV at a time until the combination is found that causes the issue?
Else if the issue persists without any other HDMI sources connected or just the one primary HDMI source, check the workaround/s below and let me know the Samsung TV model.

Two options:

Reboot the Sonos ARC.
Hard reboot the TV ( disconnect the TV from the power for a minute or two) then reconnect power.

We have reported the issue to Samsung and that we are working with them to address the issue.

For Sony TV users:

Arc is experiencing TV playback interruptions when playing DD+ format content from Sony XBR950G TV apps.

Adjusting TV audio settings to DD or PCM audio format will be our workaround if you have the same problem.

For LG TV users:

When using an LG C9 with the output set to eARC, and playing DD+ Atmos content from the inbuilt apps, the audio will be frequently interrupted. For now, disable eARC on the LG C9 OLED TV for Inbuilt DD+Atmos Content.

We apologize for the inconvenience and appreciate the patience and understanding. Our engineering team is currently working on a fix. We don’t have the exact timing to share at this point and will update this thread when we do.

If you all have a different problem, create a new thread, or find a similar thread that would be helpful to your concern.

Just let us know. We and the community are always here to help.

3 months later and the problem is still there…

SONOS, any news about it???

J

johnjo569

Avid Contributor I

Same problem here with a Panasonic HZ1000 OLED. Iv had a Playbar since it was first released and it’s been faultless. Bought a new tv so thought I’d take advantage of the eArc functionality and the Dolby atmos so bought an arc. Absolutewaste of money it’s going back! The only way to get Dolby sound on the internal Prime app is to switch the Arc off and then back on again and it will then work intermittently for a while Then it disappears. The only way then to get sound is to change the format to PCM which is output in stereo 2:0 only. If I then switch it off and back on the same thing happens again. Replaced all cables etc as well.it’s no worth the money so is going back unless it gets resolved by support,

Dogdad

Headliner III

Same problem here with a Panasonic HZ1000 OLED. Iv had a Playbar since it was first released and it’s been faultless. Bought a new tv so thought I’d take advantage of the eArc functionality and the Dolby atmos so bought an arc. Absolutewaste of money it’s going back! The only way to get Dolby sound on the internal Prime app is to switch the Arc off and then back on again and it will then work intermittently for a while Then it disappears. The only way then to get sound is to change the format to PCM which is output in stereo 2:0 only. If I then switch it off and back on the same thing happens again. Replaced all cables etc as well.it’s no worth the money so is going back unless it gets resolved by support,

If you read some of the previous posts.. you’ll see it’s not a Sonos issue… tv manufacturers are coming out with firmware updates that are fixing this issue..

C

Carl G

Trending Lyricist I

Same problem here with a Panasonic HZ1000 OLED. Iv had a Playbar since it was first released and it’s been faultless. Bought a new tv so thought I’d take advantage of the eArc functionality and the Dolby atmos so bought an arc. Absolutewaste of money it’s going back! The only way to get Dolby sound on the internal Prime app is to switch the Arc off and then back on again and it will then work intermittently for a while Then it disappears. The only way then to get sound is to change the format to PCM which is output in stereo 2:0 only. If I then switch it off and back on the same thing happens again. Replaced all cables etc as well.it’s no worth the money so is going back unless it gets resolved by support,

If you read some of the previous posts.. you’ll see it’s not a Sonos issue… tv manufacturers are coming out with firmware updates that are fixing this issue..

If that is true, then Sonos should prove it. State the spec the TVs are not following. Show the test where the TV is improperly signaling the Arc. So far, it’s just each side blaming the other and us stuck having dropped the $ to pay for premium equipment that does not work together as advertised.

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