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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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    tjleonard
    Contributor I
    Mar 15, 2021 1:13 AM UTC

    I’ve been having the problem since October and am connecting it to an LG TV. If e-arc is turned on for the TV, it drops audio frequently. If I turn it off, where the drops for e-arc takes place, you hear a kind of stuttering effect. 

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    hi-tone
    Trending Lyricist I
    Mar 15, 2021 11:44 AM UTC

    With the new Sonos 13.0 and Samsung 1497.0 firmware, I am experiencing issues with the sound cutting like once every 10 minutes for a few seconds. Seems like this still haven't been fully fixed yet. Is anyone else experiencing this same issue ?

    I’m having a ‘The Frame 2020’ TV running Netflix via an Apple TV4K.

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      Benny879
      Lyricist II
      Mar 15, 2021 6:27 PM UTC

      With the new Sonos 13.0 and Samsung 1497.0 firmware, I am experiencing issues with the sound cutting like once every 10 minutes for a few seconds. Seems like this still haven't been fully fixed yet. Is anyone else experiencing this same issue ?

      I’m having a ‘The Frame 2020’ TV running Netflix via an Apple TV4K.

       

      I’m also still having this same issue under the 13.0 update with my Q80T.  I’m about to throw the flag in and use the optical adapter.

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        sonorbi
        Contributor I
        Mar 18, 2021 4:33 PM UTC

        So basically not fully resolved for anyone with Samsung Frame?

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          WRM
          Lyricist III
          Mar 21, 2021 12:31 AM UTC

          With the new Sonos 13.0 and Samsung 1497.0 firmware, I am experiencing issues with the sound cutting like once every 10 minutes for a few seconds. Seems like this still haven't been fully fixed yet. Is anyone else experiencing this same issue ?

          I’m having a ‘The Frame 2020’ TV running Netflix via an Apple TV4K.

           

          I’m also still having this same issue under the 13.0 update with my Q80T.  I’m about to throw the flag in and use the optical adapter.

          Same issue. Same set up. Getting old. 

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            EmileG
            Lyricist II
            Mar 21, 2021 2:02 PM UTC

            I’ve just bought an Arc and 2 One SL’s. When streaming Netflix or ITunes movies the audio cuts for a split second every now and then. Similar to some of the others on this page. I’ve done the override on my Apple TV to force the audio output to Dolby 5.1 only. Still happens. (Don’t even mention Atmos, I don’t think my TV supports that. When I force the Apple TV to play Stereo only I have no issues. Just for Dolby 5.1 or what ever the source suppliers. What do I do ? Looks like it’s a common issue on here. Do I need to return the entire system ? 

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            Corry P
            Corry P
            Sonos Staff
            Mar 22, 2021 11:37 AM UTC

            @hi-tone @Benny879 @WRM @EmileG 

            Could anyone who is still experiencing constant audio drop outs on a Sonos Arc with a HDMI-connected Samsung TV, after updating both Sonos and Samsung software to their latest versions, please get in touch with our technical support team directly? Thanks.

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            "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
            EmileG
            Lyricist II
            Mar 22, 2021 12:55 PM UTC

            @corianderstem how do I contact tech support directly. Have you got an email address or something. I’ve just replaced all my HDMI cables to High Speed Cables and still the same problem. On Dolby 5.1 not even on Dolby Atmos. 

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            Corry P
            Corry P
            Sonos Staff
            Mar 22, 2021 2:11 PM UTC

            @EmileG 

            Please click on the technical support link here or above to start a chat or get your local telephone support number.

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            "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
            EmileG
            Lyricist II
            Mar 22, 2021 2:24 PM UTC

            I’ve actually just phoned your technical support. After going through the diagnostics and consulting with the consultant I’ve been instructed to buy the Sub (I don’t have a Sub). That’s a disappointment. Apparently my system only gets Dolby 5.0 and not 5.1 because the lack of Sub 😞 @Corry P 

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