Contributor I

Answered

Arc TV sound cuts in and out.

758 replies
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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

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..

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.

Really??? If you didn’t do something wrong… you should prove it.. lol..again.. read previous posts where members have posted the Arc is fine AFTER DOING THE TV UPDATE… Sony, Samsung…...

M

Mbrill05

Lyricist I

Having the same issue with a 2020 Samsung Frame 65" and the Arc. I had the 2019 55" Samsung Frame with no issues. Solution please Sonos!

Dogdad

Headliner III

Having the same issue with a 2020 Samsung Frame 65" and the Arc. I had the 2019 55" Samsung Frame with no issues. Solution please Sonos!

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,

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..

I’m no av expert so don’t know if it’s Sonos or the set manufacturer who’s unable to sustain the Dolby signal but it seems odd that it isn’t localised to one tv brand and is almost universal in its application suggesting to me it’s the arc not the tv, but I may be wrong who knows. All I know is that the playbar output 5:1 fine but now the arc can’t do it or should I say it can but the signal quality is terrible and gets worse the longer I watch something on the internal tv apps.

Iv looked online and also tried a software update on my TV and nothing is currently available my tv is up to date. Panasonic don’t do many updates and the new 2021 models will be here before you know it so I’m left wondering whether I should keep the arc or return it and go back to my playbar.

106rallye

I see a lot of people only mentioning the TV as a source for the Arc. If you do not use any other sources (game computer, Bluray player), I doubt if turning off eARC (as a work around) would matter much for getting Atmos on the Arc. From what I read all apps on TV’s use DD+ for Atmos content and you do not need eARC for that. ARC is enough.

Of course Sonos and TV manufacturers should cure this, but maybe for a lot of users the problem is not as big as it looks....

C

Carl G

Trending Lyricist I

I see a lot of people only mentioning the TV as a source for the Arc. If you do not use any other sources (game computer, Bluray player), I doubt if turning off eARC (as a work around) would matter much for getting Atmos on the Arc. From what I read all apps on TV’s use DD+ for Atmos content and you do not need eARC for that. ARC is enough.

Of course Sonos and TV manufacturers should cure this, but maybe for a lot of users the problem is not as big as it looks....

With my Samsung Frame and Arc setup, I have the cutout problem in both cases - eARC turned off and eARC set to Auto. However it is much worse with eARC. With eARC, the cutouts are all over the place and the sound never stabilizes, even with reboots. With ARC, it is at least a bit predictable. It always cuts in and out when I begin viewing, but almost always stays on for the duration of my watching after I reboot the Arc.

Agreed there seem to be users where this is not a problem. That’s the frustrating angle for those of us in the ‘broken’ bucket and can’t get answers on how to get into the ‘working’ bucket.

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.

Really??? If you didn’t do something wrong… you should prove it.. lol..again.. read previous posts where members have posted the Arc is fine AFTER DOING THE TV UPDATE… Sony, Samsung…...

Yes really. I spent money with two companies that are both saying it’s the others fault. Yes, I say prove it. Although I am glad others have posted they are doing fine after the TV update, that doesn’t make my investment suddenly worth it. I and many others are not. Yes I am fully up to date on both sides. Over and over again with each update that comes out, and it never resolves. So yes, really. I have been patient for months and am to the point of asking for proof that either of these companies know what the problem is and what end needs to fix it, maybe even both. At these price points, they don’t get a pass like this is some throwaway off brand setup. But it sure is behaving like one.

S

shhkoihai

Lyricist I

Not sure if anyone has tried, this steps are working for me.

(This is not permanent fix though, probably it will save you from unplugging and plugging)

I have Samsung Frame.

Goto Settings > Sound > Expert Settings > Turn off eARC > Turn off Dolby Atmos Compatibility > at this point issue should be disappeared > Turn on Dolby Atmos Compatibility > Turn on eARC.

Let me know if this helps anyone.

S

statop

Lyricist I

FYI - the latest Samsung firmware _does not_ fix this. It seems to happen less, but still happens.

the answer above is not a solution, it just gets it working again without having to unplug the arc, it will still break again.

the only workaround is to just never turn anything off, which is frankly unacceptable.

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..

I’m no av expert so don’t know if it’s Sonos or the set manufacturer who’s unable to sustain the Dolby signal but it seems odd that it isn’t localised to one tv brand and is almost universal in its application suggesting to me it’s the arc not the tv, but I may be wrong who knows. All I know is that the playbar output 5:1 fine but now the arc can’t do it or should I say it can but the signal quality is terrible and gets worse the longer I watch something on the internal tv apps.

Iv looked online and also tried a software update on my TV and nothing is currently available my tv is up to date. Panasonic don’t do many updates and the new 2021 models will be here before you know it so I’m left wondering whether I should keep the arc or return it and go back to my playbar.

Maybe get a different tv brand that has the newest updates?? Panasonic is not a popular brand...

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