Contributor I

Answered

Arc TV sound cuts in and out.

758 replies
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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 PAnswer

Sonos Staff

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

Sonos Staff

Hi @tru3north

Thanks for the information - I’m sure it will help someone!

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

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WRM

Lyricist III

Corry P I reached out to Sonos support. They advised updating to latest firmware for my Samsung Q80T, believing that this will fix the issue. I am currently on 1462 and my TV tells me that this is the latest available by internet install. However the Samsung website says that there is a new version, 1462.1, which is what the Sonos rep believes will fix the issue. Unfortunately it is only available via USB install using a Windows machine, and we’re all Mac. Bottom line is that Sonos appears to believe that this is a Samsung problem, but I currently have no way to tell. Guess I have to wait until Samsung provides this update by direct download.

H

hi-tone

Trending Lyricist I

Corry P I reached out to Sonos support. They advised updating to latest firmware for my Samsung Q80T, believing that this will fix the issue. I am currently on 1462 and my TV tells me that this is the latest available by internet install. However the Samsung website says that there is a new version, 1462.1, which is what the Sonos rep believes will fix the issue. Unfortunately it is only available via USB install using a Windows machine, and we’re all Mac. Bottom line is that Sonos appears to believe that this is a Samsung problem, but I currently have no way to tell. Guess I have to wait until Samsung provides this update by direct download.

WRM,

there is a Way you can place the firmware on into the right folder, also on Mac. Just remember you have to format the USB in exFAT format for the Samsung TV to read it. Just google something like “Samsung TV firmware on mac.” I couldn’t remember the right way to do it either, so I googled it.

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Benny879

Lyricist II

Corry P I reached out to Sonos support. They advised updating to latest firmware for my Samsung Q80T, believing that this will fix the issue. I am currently on 1462 and my TV tells me that this is the latest available by internet install. However the Samsung website says that there is a new version, 1462.1, which is what the Sonos rep believes will fix the issue. Unfortunately it is only available via USB install using a Windows machine, and we’re all Mac. Bottom line is that Sonos appears to believe that this is a Samsung problem, but I currently have no way to tell. Guess I have to wait until Samsung provides this update by direct download.

I was curious about this as well. My Q80T also says 1462 is the latest. My issue is that I have to unhang my TV from the wall if I want to get to my USB port. Samsung really needs to release the OTA version of 1462.1.

Corry P

Sonos Staff

There does indeed seem to be a discrepancy between the latest firmware that a Samsung TV will download itself, and the latest firmware available on their website. I assume this is so they can get a smaller number of people to try it out before all TVs of that model update. A USB update shouldn’t really depend on what kind of computer downloaded the file, but as is mentioned, the TV must be able to read the drive. I’m sure the update will become available to the TV directly, soon.

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

Dogdad

Headliner III

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 ?

It’s not Sonos.. it’s the firmware that needs to be updated corrected by the tv manufacturers. Sony has resolved this issue with their update. System works excellent now with Sony tv. You didn’t mention the tv brand you have but I suspect it’s Samsung (?). They have not got it straight yet.

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PSD 58

Trending Lyricist I

I had posted earlier in this thread regarding the same issue, have then gone a long period without an issue but it came back and looks to be due to the power cable being a poor fit, the slightest knock and either sound becomes intermittent or there is no sound at all as it pops fully out

There is already a different thread about this (arc loose power cable), may not be the issue causing intermittent sound for others in this thread, but it is for me

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BigGP

Contributor I

I currently have Playbar and would love to upgrade to the Arc but as I have a Samsung telly and don’t want to change that, I haven’t taken the plunge. Am I wise to hold off or should I buy and be prepared to return it when it goes into Norman Collier mode? Advice would be appreciated. Thanks.

Ken_Griffiths

I currently have Playbar and would love to upgrade to the Arc but as I have a Samsung telly and don’t want to change that, I haven’t taken the plunge. Am I wise to hold off or should I buy and be prepared to return it when it goes into Norman Collier mode? Advice would be appreciated. Thanks.

If the TV has HDMI, then I would perhaps suggest you go get the Sonos Arc and bypass the TV with HDFury’s Arcana

Setup as shown in this diagram (just ignore the projector link):

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Ranestorm

Lyricist III

Updated and still getting the issue. Was really noticeable while watching Kong vs Godzilla on HBOMax last night. Really thinking about getting rid of the this Arc!!!

When will we get the resolution we deserve??

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