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MikeInMaine
Contributor I
June 16, 2020
Answered

Arc TV sound cuts in and out.

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 P
    Corry PAnswer
    Sonos Staff
    March 9, 2021

    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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    758 replies

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    ElvinSan
    Lyricist III
    March 2, 2021

    My setup is Sony X950G with Sonos Arc (connect by HDMI eARC to TV & Ethernet connection to router)

    No other HDMI device connected….

     

    Also got the 0.5 - 1.5 secs dropped when viewing Youtube from Sony TV (Internal Youtube apps) in every minute….

    Gary P
    Lyricist III
    March 2, 2021

    Hi ElvinSan.  So are you using the HDMI cable supplied by Sonos (which is only HDMI 1.4 compliant and not technically certified for eARC) or are you using a certified HDMI v2.0 cable? 

    Dogdad
    Dogdad
    Headliner III
    March 2, 2021

    Well, I’ve been following this thread for months. My Sony tv 65x 950G and Arc had the sound drop issues..till Sony came out with a software update months ago and it resolved the issue. Today I had another Sony software update and still good. I used to think it was a Sonos issue, but know that’s not the case as Sonos never came out with any type of update. It’s the tv manufacturers. New update for Sony is PKG6.5042.0633NAA

    Jimmy C
    Prominent Collaborator II
    March 2, 2021

    Well, I’ve been following this thread for months. My Sony tv 65x 950G and Arc had the sound drop issues..till Sony came out with a software update months ago and it resolved the issue. Today I had another Sony software update and still good. I used to think it was a Sonos issue, but know that’s not the case as Sonos never came out with any type of update. It’s the tv manufacturers. New update for Sony is PKG6.5042.0633NAA

    That was my experience with my Sony A8H. It also took a factory reset after downloading the firmware update on 12/1 to resolve it for me though. No problems since. Downloaded the new firmware update this morning. Fingers crossed there are no new surprises...

    HT: Arc + Era 300s + Subs (G3/G2) + Sony A80L + Sony UBP-X800M2
    ElvinSan
    Lyricist III
    March 3, 2021

    Hi ElvinSan.  So are you using the HDMI cable supplied by Sonos (which is only HDMI 1.4 compliant and not technically certified for eARC) or are you using a certified HDMI v2.0 cable? 

    Hi Gary,

    I am using the HDMI cable supplied with the ARC… so is it necessary to buy a V2.0 compliant cable?

    ElvinSan
    Lyricist III
    March 3, 2021

    Well, I’ve been following this thread for months. My Sony tv 65x 950G and Arc had the sound drop issues..till Sony came out with a software update months ago and it resolved the issue. Today I had another Sony software update and still good. I used to think it was a Sonos issue, but know that’s not the case as Sonos never came out with any type of update. It’s the tv manufacturers. New update for Sony is PKG6.5042.0633NAA

    Hi Doddad,

    I m also using the same TV, and using the TV update at months ago (PKG6.5042.xxxx still not available at my country) but i still have the sound drop issues… are u using the bundle HDMI cable or your own one?

    Also can u switch to use “Internal TV speaker” ? I raised this issue in another thread…..as my setup keep switch back to external speaker “ARC”, no matter how many times i select “Internal TV speaker”….

    ledzep1
    Headliner II
    March 3, 2021

    Hi ElvinSan.  So are you using the HDMI cable supplied by Sonos (which is only HDMI 1.4 compliant and not technically certified for eARC) or are you using a certified HDMI v2.0 cable? 

     

    Where did you get this info?

    I thought Sonos said the cable met the hdmi 2.0 spec (up to 18gbps). In any case I switched out the sonos supplied cable to a Belkin ultra high speed (up to 48gbps) and its cured my occasional dropouts, nearly 4 weeks without issue.

    I think the latest LG CX 3.21.16 had a big part to play in fixing audio/eARC issues as well though.

    Gary P
    Lyricist III
    March 4, 2021

    Found the cable info in this thread where a Sonos person refers to it as 1.4+ 

    While confirming that the cable is electrically compatible via HEAC support, bandwidth was not stated.

    The specification for HDMI v1.4 (including a and b revisions) retained the same bandwidth as v1.3 i.e. 10.2 Gbit/s while v2.0 increased it to 18 Gbit/s.  For me, the Sonos supplied HDMI cable has a big question mark over it.

     

      ledzep1
      Headliner II
      March 4, 2021

      Found the cable info in this thread where a Sonos person refers to it as 1.4+ 

      While confirming that the cable is electrically compatible via HEAC support, bandwidth was not stated.

      The specification for HDMI v1.4 (including a and b revisions) retained the same bandwidth as v1.3 i.e. 10.2 Gbit/s while v2.0 increased it to 18 Gbit/s.  For me, the Sonos supplied HDMI cable has a big question mark over it.

       


      Oh yeah that was a thread I started, lol. Forgot about that.

      Indeed it’s a little sketchy on what spec the supplied cable is.

       

      Corry P
      Corry P
      Sonos Staff
      March 4, 2021

      Found the cable info in this thread where a Sonos person refers to it as 1.4+ 

      While confirming that the cable is electrically compatible via HEAC support, bandwidth was not stated.

      The specification for HDMI v1.4 (including a and b revisions) retained the same bandwidth as v1.3 i.e. 10.2 Gbit/s while v2.0 increased it to 18 Gbit/s.  For me, the Sonos supplied HDMI cable has a big question mark over it.

       

      The Arc only requires a HDMI 1.4 cable (or better). eARC repurposes the ethernet wire (HDMI devices tend not to use this feature) for the increased bandwidth that Atmos requires. The increased bandwidth of HDMI 2.0 is only for video - as in, your source device needs it for 4K/8K. As the Arc only receives sound, it can make do with the standard ARC channel plus the repurposed ethernet channel, so a 1.4 cable is sufficient. 

      "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
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