Contributor I

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Arc TV sound cuts in and out.

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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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hi-tone

Trending Lyricist I

Hi @Corry P,

As you know, a lot of people is reporting issues when connected to a streaming box. I, myself have an Apple TV4K and is experiencing that sound skip every 10-15 minutes for a few seconds. This only happens with Dolby Atmos.

Do you know if Samsung is passing through Uncompressed LPCM to the ARC?

Is there somehow I can check the RAW signal coming from the Samsung TV or a the ARC input, before it is recognised as Dolby Atmos ?
Will you care to explain in technical details, the issue you saw with the Samsung TV’s.?

I am still trying to figure out, what causes this issue.

Thank you,
Steve

Corry P

Sonos Staff

Hi @hi-tone

Hi @Corry P,

As you know, a lot of people is reporting issues when connected to a streaming box. I, myself have an Apple TV4K and is experiencing that sound skip every 10-15 minutes for a few seconds. This only happens with Dolby Atmos.

Do you know if Samsung is passing through Uncompressed LPCM to the ARC?

No, this would depend on the content and the settings on your TV and Apple TV. If you get in touch with our technical support team, they have the tools to see what codec is used. However, if you are receiving LPCM, you wouldn’t get an Atmos indicator in the Now Playing screen of the Sonos app. If you’re receiving 7.1 LPCM, this is not currently supported but may play with some irregularities.

Is there somehow I can check the RAW signal coming from the Samsung TV or a the ARC input, before it is recognised as Dolby Atmos?

If this is in reference to my previous statement:

I assume the quiet Netflix logo is due to devices (presumably the Arc, but maybe the TV too) determining what kind of stream is being played at the start - if sound is played before it’s understood what format it’s in, you get some very nasty noises.

then I think you misunderstood. If an audio device is presented with a digital stream that’s live, as in the stream was happening before the device started listening, then the device must wait for the audio equivalent of a keyframe to determine what compression (if any) is used and apply the correct decompression algorithm in order to get audio. If the device assumes that it’s (L)PCM when it’s not, then it routes the feed directly to it’s DAC (Digitial to Analogue Converter) and you get a noise just like playing a data CD in an audio CD player.

If you actually want to inspect the stream before it reaches the Arc, I would assume that there’s some kind of profession kit that would do such a thing, but it is beyond my ken.

3. Will you care to explain in technical details, the issue you saw with the Samsung TV’s.?

As far as I am aware, the TVs were operating slightly outside of HDMI compliance but we were also being unnecessarily strict with our need for said compliance. This resulted in frequent audio drops that would stop for a day or two after a reboot of either the Arc or TV. A combination of a Samsung firmware update and an automatic disabling of the screensaver (the one you see if you switch the TV input to the Arc’s HDMI connection) on the Arc when it detects a Samsung TV has resolved the issue. The second issue was that people reported no audio when the eARC setting was enabled on the TVs. This was also fixed in the firmware update.

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

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shr1986

Trending Lyricist I

“The second issue was that people reported no audio when the eARC setting was enabled on the TVs. This was also fixed in the firmware update.”

Im still having this problem with my Lg b9. I know this is a thread about samsung TV’s but do you know if a fix is coming?

When i have eARC enabled my tv “loses” audio when switching source. I think its related to sound format. It happens a lot when switching from 5.1 to stereo. I then have to turn eARC off and the on to get the audio back.

Corry P

Sonos Staff

Hi @shr1986

“The second issue was that people reported no audio when the eARC setting was enabled on the TVs. This was also fixed in the firmware update.”

Im still having this problem with my Lg b9. I know this is a thread about samsung TV’s but do you know if a fix is coming?

I’m not aware of that exact issue on LG TVs. I recommend you get in touch with our technical support team, who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

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

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shr1986

Trending Lyricist I

There is already a thread. But nothing from Sonos yet…

Corry P

Sonos Staff

Hi @shr1986

There is already a thread. But nothing from Sonos yet…

That’s a different issue. The Samsung issue was no audio with eARC enabled, and that thread is about audio interruptions.

All I can recommend is that you make sure your LG TV is up-to-date, you contact LG if issues persist, and that you please keep LG related queries to LG related threads.

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

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shr1986

Trending Lyricist I

Why can't we get support in the thread? Im not the only one with the problem? I have tried everything but nothing works and to be honest your answer is really frustrating.

Corry P

Sonos Staff

Why can't we get support in the thread? Im not the only one with the problem? I have tried everything but nothing works and to be honest your answer is really frustrating.

This thread relates to a Samsung Q80R TV therefore all the troubleshooting and resolutions (especially the firmware update) refer to Samsung TVs.

You will simply get better advice and help if you either stick to a LG-related thread or create your own in Ask a Question.

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

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Talvish

Enthusiast II

As a note. I’m still experiencing this issue (an audio drop out roughly every 15 to 20 minutes) with a fully updated Sonos Arc, Q90T (though the streaming device is an Xbox One X, unlike those reporting the issue with Apple TVs). I’ve had a variant of this issue since the Arc was released.

I originally reported it here:

Sonos Arc + Samsung Q90T | Sound Cutting Out | Anyone else? | Sonos Community

Corry P

Sonos Staff

Hi @Talvish

You’re not outputting LPCM from the XBox, are you? If so, please use another format. Currently, Arc only supports 5.1 LPCM and not 7.1 which the Xbox will output. We are currently working on making 7.1 LPCM work on Arc.

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

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