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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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    Corry P
    Corry P
    Sonos Staff
    March 22, 2021

    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 

    That’s entirely expected - 5.1 is 6 channel sound, and if you don’t have the 6th speaker, there’s nowhere for that channel to play. Independently, at least.

    In fact, the 6th channel is redirected to all the other channels, so that no audio is lost. With a Sub, however, it has a larger diameter of driver thus is more effective at reproducing large bass. All (any manufacturer) 5.1 surround systems are 5.0 if you don’t install a subwoofer - it’s in the definition.

    In no way do you have to buy a Sub - only if you want the separated, better-defined bass that a Sub produces.

    This is, of course, somewhat off topic. Are you still suffering audio interruptions?

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
    EmileG
    Lyricist II
    March 22, 2021

    @Corry P yup. With new HDMI cables there was no difference. Still get sound drops every couple of minutes.  Only when playing Netflix, Apple TV or Prime. Music plays perfectly. I actually bought the Sub 20min ago. If that doesn’t stop it I’ll be really mad. 

    Corry P
    Corry P
    Sonos Staff
    March 22, 2021

    @Corry P yup. With new HDMI cables there was no difference. Still get sound drops every couple of minutes.  Only when playing Netflix, Apple TV or Prime. Music plays perfectly. I actually bought the Sub 20min ago. If that doesn’t stop it I’ll be really mad. 

    To be clear, there is no reason to expect the addition of a Sub to fix the audio interruptions you’re experiencing. If this is the sole reason you’re purchasing a new Sub, please cancel the order.

    If you’re buying it to enjoy full 5.1 surround sound, then you’re buying it for the right reason.

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
    EmileG
    Lyricist II
    March 22, 2021

    @Corry P. If it solves the audio interruptions I am getting its worth it. (I will also get the benefit of having the good base)  If I am still going to get the Audio drops with the Sub I’ll be really MAD 😡 

    Corry P
    Corry P
    Sonos Staff
    March 22, 2021

    To be clearer, a Sub won’t fix the drops in audio.

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
    EmileG
    Lyricist II
    March 22, 2021

    @Corry P. A Man. Then I’ve just spent a lot of money for no reason. Are you a Tech at Sonos ? Not sure who to believe now. All I want it good Audio in Surround sound that does not drop out. Not sure why this is so difficult 😞 

    Corry P
    Corry P
    Sonos Staff
    March 22, 2021

    Yes, I am also technical support, and it appears that you’ve been misinformed. The interruptions are happening either between the TV app and the TV’s hardware, over the HDMI link, or at the Arc. The Sub gets the audio after the Arc and is incapable of affecting what the Arc plays.

    I recommend you cancel your order - the payment may not have been processed yet, if you only just purchased it. I can only apologise for any confusion.

    Someone will be in touch with you soon regarding fixing the interruptions.

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
    EmileG
    Lyricist II
    March 22, 2021

    @Corry P. It’s after hours here in South Africa now. I’ll try cancel in the morning. Have you got my details and diagnostics? . I would like someone to give me a fix for this issue. Hopefully not costing me a fortune.  

    [mod edit: please do not share personal details like your email address]

    tru3north
    Lyricist III
    March 23, 2021

    IN MY CASE THE PROBLEM IS WITH THE NETFLIX APP ON AN APPLE TV BOX

    Sub, Arc, One surrounds, Apple TV 4K, LG Nanocell

     

    Based on my tests, I get a lot of audio issues - cutting out, complete audio loss for long periods and losing Arc audio to the surrounds - but only on Netflix played via the Apple TV box. 
     

    Any other source that is not Netflix via Apple TV box - doesn’t even matter if it’s Dolby Atmos or not - plays perfectly. Disney+, Amazon Prime and Apple TV+ material played thru Apple TV 4K are fine. Even using the smart TV‘s Netflix app has no problem whatsoever.

     

     Check it out. I believe the Netflix app doesn’t play nice on an Apple TV. 

    tru3north
    Lyricist III
    March 23, 2021

    Don’t know why I can’t edit my own post but here’s an update: I deleted and reinstalled the Netflix app on my Apple TV and playing Lost in Space for 30 minutes now with zero problems. When I had issues, they occurred every 20 seconds or so. Everything working perfectly right now, Lost in Space and Formula 1 coming thru in full Dolby Atmos glory. Hope this helps others. 

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