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

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M

Mlaw03

Lyricist I

I have a 2020 Samsung q60 and the arc was working ok for the first week then started to drop off sound occasionally especially if I listened to music through airplay. Today, however, it stopped working completely. I have unplugged and switched off from the plug more times than I can remember and still nothing. It also overrides the tv sound so even when I want to switch to tv sound it won’t allow the tv to do this. Any help, much appreciated.

R

rich_dunlop

Lyricist III

Guys,is there a TV that actually works with Sonos Arc for ATMOS? So far it seems like LG, Samsung, Sony, Panasonic, TCL, Hisense, Vizio all have issue with the Sonos Arc with audio cut out issues and no fix available yet. Is there even a TV that work for people here?

My LG C9 TV is working fine here and I get Atmos output.

Ken,

What LG firmware are you on and do you have eARC set to on the C9 menus? Also are you using the apps on the LG to play or sourcing elsewhere? I’ve been having drops on my C9 (latest firmware) when I have eARC set to on.

Ken_Griffiths

Guys,is there a TV that actually works with Sonos Arc for ATMOS? So far it seems like LG, Samsung, Sony, Panasonic, TCL, Hisense, Vizio all have issue with the Sonos Arc with audio cut out issues and no fix available yet. Is there even a TV that work for people here?

My LG C9 TV is working fine here and I get Atmos output.

Ken,

What LG firmware are you on and do you have eARC set to on the C9 menus? Also are you using the apps on the LG to play or sourcing elsewhere? I’ve been having drops on my C9 (latest firmware) when I have eARC set to on.

LG firmware is 5.00.10 and eARC is on and the HDMI ports are set to pass-through. I use the in-built Apps Netflix and Amazon and Rakuten TV and also use an Amazon Fire Stick 4K Ultra HD… I’m about to add a Nvidia Shield TV to the setup too.

Hope that helps.

R

rich_dunlop

Lyricist III

Guys,is there a TV that actually works with Sonos Arc for ATMOS? So far it seems like LG, Samsung, Sony, Panasonic, TCL, Hisense, Vizio all have issue with the Sonos Arc with audio cut out issues and no fix available yet. Is there even a TV that work for people here?

My LG C9 TV is working fine here and I get Atmos output.

Ken,

What LG firmware are you on and do you have eARC set to on the C9 menus? Also are you using the apps on the LG to play or sourcing elsewhere? I’ve been having drops on my C9 (latest firmware) when I have eARC set to on.

LG firmware is 5.00.10 and eARC is on and the HDMI ports are set to pass-through. I use the in-built Apps Netflix and Amazon and Rakuten TV and also use an Amazon Fire Stick 4K Ultra HD… I’m about to add a Nvidia Shield TV to the setup too.

Hope that helps.

Thanks. That’s exactly my setup (- Fire Stick). I’m certain it was all working up until about Christmas time then I started getting drops and not just on Atmos content. Turning eARC off fixes it but obviously will restrict me to non-TrueHD Atmos content. Maybe I’ll turn it on again and see what happens...

Ken_Griffiths

Thanks. That’s exactly my setup (- Fire Stick). I’m certain it was all working up until about Christmas time then I started getting drops and not just on Atmos content. Turning eARC off fixes it but obviously will restrict me to non-TrueHD Atmos content. Maybe I’ll turn it on again and see what happens.

Just to add, I use the network adapter add-on for the Amazon Fire-Stick, so mine is actually wired to the LAN - I didn’t bother to take the chance of the possibility of a poor WiFi connection or interference, if that assists further at all…

www.amazon.co.uk/Amazon-Ethernet-Adaptor-Remote-models/dp/B01LXP5TXI/ref=sr_1_1_sspa

R

rich_dunlop

Lyricist III

Thanks - I’m ethernet all the way here. If it doesn’t move, it gets wired...

D

Dysfunctional

Enthusiast II

Yeah still have this issue on my Frame TV - its crazy the number of manufactures this affects…some have patched it and some haven’t.

R

rich_dunlop

Lyricist III

Thanks - I’m ethernet all the way here. If it doesn’t move, it gets wired...

Ok so it looks like I may have bottomed out the issue with the help of Sonos support and thought I’d update on solution here. I have my LG C9, Sky Q, Arc and Sub all connected via ethernet to the same ethernet switch. Support suggested I remove the ethernet cable from the sub and rely on the 5Ghz connection between the Arc and Sub. Not a single dropped earc/passthrough connection between the C9 and Arc last night. I suspect the underlying issue might be that I’d created a loop in the network. Although I’ve no idea why Netflix on Sky Q never dropped but C9 (and Apple TV 4K) Netflix did. Maybe bandwidth...

I had a similar issue many years ago where I had a bunch of ZP100’s hardwired. Loops were creating network storms and the solution was to use an ethernet switch that supported spanning tree and configure that appropriately. Hope this helps someone else out and my my setup stays stable.

D

Dysfunctional

Enthusiast II

Thanks - I’m ethernet all the way here. If it doesn’t move, it gets wired...

Ok so it looks like I may have bottomed out the issue with the help of Sonos support and thought I’d update on solution here. I have my LG C9, Sky Q, Arc and Sub all connected via ethernet to the same ethernet switch. Support suggested I remove the ethernet cable from the sub and rely on the 5Ghz connection between the Arc and Sub. Not a single dropped earc/passthrough connection between the C9 and Arc last night. I suspect the underlying issue might be that I’d created a loop in the network. Although I’ve no idea why Netflix on Sky Q never dropped but C9 (and Apple TV 4K) Netflix did. Maybe bandwidth...

I had a similar issue many years ago where I had a bunch of ZP100’s hardwired. Loops were creating network storms and the solution was to use an ethernet switch that supported spanning tree and configure that appropriately. Hope this helps someone else out and my my setup stays stable.

Give it some time - there really shouldn’t be a reason that a network storm would affect an HDMI connection.

NOW - that being said… I could see an issue where perhaps network congestion while streaming could cause the streaming service to automatically switch from an atmos audio stream to a standard stream and the TV or ARC didn’t notice the change in format…...but you would also probably get some very bad video buffering / freezing.

R

rich_dunlop

Lyricist III

Thanks - I’m ethernet all the way here. If it doesn’t move, it gets wired...

Ok so it looks like I may have bottomed out the issue with the help of Sonos support and thought I’d update on solution here. I have my LG C9, Sky Q, Arc and Sub all connected via ethernet to the same ethernet switch. Support suggested I remove the ethernet cable from the sub and rely on the 5Ghz connection between the Arc and Sub. Not a single dropped earc/passthrough connection between the C9 and Arc last night. I suspect the underlying issue might be that I’d created a loop in the network. Although I’ve no idea why Netflix on Sky Q never dropped but C9 (and Apple TV 4K) Netflix did. Maybe bandwidth...

I had a similar issue many years ago where I had a bunch of ZP100’s hardwired. Loops were creating network storms and the solution was to use an ethernet switch that supported spanning tree and configure that appropriately. Hope this helps someone else out and my my setup stays stable.

Give it some time - there really shouldn’t be a reason that a network storm would affect an HDMI connection.

NOW - that being said… I could see an issue where perhaps network congestion while streaming could cause the streaming service to automatically switch from an atmos audio stream to a standard stream and the TV or ARC didn’t notice the change in format…...but you would also probably get some very bad video buffering / freezing.

Which indeed I was. After 2 or 3 disconnects, Netflix would hang...

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