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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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    shr1986
    Trending Lyricist I
    March 9, 2021

    Just updated and no difference for me on my Lg b9. Im still having complete audio drops when switching source (Apple tv to tv tuner) or going from a 5.1 tv channel to a stereo tv channel on the tv tuner.

    rottsko
    Trending Lyricist I
    March 9, 2021

    no change with my LGOLED C7 and AppleTV setup. sound still cuts out. very annoying and disappointed on almost $2.000 purchase. 

    Namadi
    Lyricist III
    March 9, 2021

    I think this was for samsung picture tv’s right?  You guys with the LG’s need to keep pushing…I am so sorry...I KNOW how frustrating it is. 

     

    I tried mine when I went home for lunch and it worked...so far, but I can not be sure until the morning as it goes in to screen saving mode overnight.

    rottsko
    Trending Lyricist I
    March 9, 2021

    I think this was for samsung picture tv’s right?  You guys with the LG’s need to keep pushing…I am so sorry...I KNOW how frustrating it is. 

     

    I tried mine when I went home for lunch and it worked...so far, but I can not be sure until the morning as it goes in to screen saving mode overnight.

    so how does LG owners start the process to get this resolved?

    Namadi
    Lyricist III
    March 9, 2021

    I am not sure but if you go back to page 1 you will see that this thread was started for a Samsung TV. Maybe start a new thread?

    rottsko
    Trending Lyricist I
    March 9, 2021

    I am not sure but if you go back to page 1 you will see that this thread was started for a Samsung TV. Maybe start a new thread?

    new thread  started. can we start to get some support?

     

    Arc and LG OLED sound issue

    kable33
    Lyricist I
    March 10, 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.

    Confirmed: Version 13.0 solves my audio cut out issue with Arc and Samsung (Q70T)

      acwleung
      Lyricist I
      March 12, 2021

      Upgraded to 13 with high hopes to resolve the issue.  Doesn’t appear to fix with my Samsung Q70R.  Called tech support just now and they said nothing wrong with the Arc.  It’s your Samsung and it’s HDMI settings.  Call them to resolve the issue.  Sigh.

      Also tried to tell me that because Sonos radio works the Arc is working perfectly.  Even though clearly Sonos radio doesn’t even USE HDMI lol.

      They also told me to just use Optical output and don’t use HDMI Arc.  Guess I bought a dolby atmos sound bar for nothing.

      Maybe I’ll just return my Arc, Sub, and SL’s and just get my money back.

      acwleung
      Lyricist I
      March 12, 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.

      I called Support and they basically said i’m out of luck and to call Samsung for support because everything is working from the Sonos side

      acwleung
      Lyricist I
      March 12, 2021

      Got escalated to Level2 support.  So much better.  We narrowed down the issue and got it resolved.  Thinking it’s a weird HDMI-CEC issue coming from my Intel NUC which doing something even though it was off.

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