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MikeInMaine
Contributor I
Jun 16, 2020 2:06 AM UTC
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
    Mar 9, 2021 4:51 PM UTC

    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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    riverinjonathan
    Contributor I
    Mar 7, 2021 2:00 AM UTC

    Been having the sound cuts problem for months now… AND i asked the SONOS manager to apply the new patch, the new update for sonos ARC. And it WORKSSSSssss!! No more problem with Disney, Apple plus, Fibe, Crave, Etc... it was def a problemwith SONOS…

    btw my tv is Sony x950h. 

    Talked too fast. Worked well yesterday, but still having the cuts on Crave… ☹️

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    LeeroyJenkins
    LeeroyJenkins
    Lyricist III
    Mar 9, 2021 3:10 PM UTC

    Update to 13.0 today but no idea what it does 

     

    Edit: 

    First observation, the app shows what it is receiving In real time, watching YouTube I now see 'Dolby Multichannel PCM 2.0' Switch is 'Multichannel PCM 7.1'

     

     

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    Corry P
    Corry PAnswer
    Sonos Staff
    Mar 9, 2021 4:51 PM UTC

    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.

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    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
      Bman22
      Contributor I
      Mar 9, 2021 5:09 PM UTC

      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.

      Do you have the details on this update?

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      WRM
      Lyricist III
      Mar 9, 2021 5:22 PM UTC

      Please provide details of the update so I can know whether I’ve got it. Version, Build, etc. thanks. 

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      cambjones
      Contributor I
      Mar 9, 2021 5:23 PM UTC

      Installed the update + the Samsung firmware update (via USB) for my Q95T and so far… all is working and all is good..

      MANY THANKS

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        Ken_Griffiths
        Ken_Griffiths
        Mar 9, 2021 5:25 PM UTC

        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.

        Do you have the details on this update?

        NB FYI: - The Sonos software release notes usually get posted here, if you need that information before you update. It’s still to be updated.

        https://support.sonos.com/s/article/3521

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        WRM
        Lyricist III
        Mar 9, 2021 5:36 PM UTC

        Yeah, not even close. 12.2.2. I was at least on 12.2.6 until recently and now on 12.2.7. Just trying to determine if this is the version that was released just a half hour ago

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        Namadi
        Lyricist III
        Mar 9, 2021 6:23 PM UTC

        Thank you Corey!  Just downloaded….Every morning I have to unplug my sonos and plug it back in again...hope this one works!   It was version 13 for my arc that I downloaded

         

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        Namadi
        Lyricist III
        Mar 9, 2021 6:27 PM UTC

         

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