Contributor I

Answered

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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Talvish

Enthusiast II

Hi @Corry P

No, never used LPCM. The Sonos app shows it is Dolby Atmos.

H

hi-tone

Trending Lyricist I

I’ve now been testing over the past few weeks since the update to the ARC and the Samsung TV (I own ‘The Frame’).

In the beginning I still saw some errors, with cutting sounds every 10 minutes or so, but since the announcement of the new Apple TV4K 2.gen with support of HDMI 2.1 and my current Apple TV4K was updated to tvOS 14.5, I haven't seen any issues since then. All ATMOS content work without any interruptions. I’ve tested over several apps like Netflix, AppleTV+ and Amazon Prime. It seems the problem may have been with the Apple TV as I didn't experience any issues with the built-in Samsung TV apps after the firmware update.

I’d like to thank everyone who has added to this topic.

Special thanks to @Corry P for adding support, while Samsung support is hopeless.

Corry P

Sonos Staff

Hi @Talvish

All I can really recommend is that you make sure all devices are up-to-date and have all been rebooted (unplug from power - standby won’t help). Check your HDMI connections too - maybe reverse the cables so each plug is plugging into a different device/socket.

With luck, it will be much like the Apple TV and be fixed in an update. Are all other sources playing OK?

Hi @hi-tone

Glad to hear you’re now able to listen issue-free! Thanks for sharing what fixed it for you!

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

T

Talvish

Enthusiast II

Hey @Corry P

Everything is up-to-date, done various unplugs from power. Ensure (and replaced) HDMI cables. As for other sources, nothing else is plugged into the TV and haven’t tried the built-in apps in a long while.

Corry P

Sonos Staff

Hi @Talvish

I recommend testing the TV apps with Atmos. If they play without issues then the issue is likely with the TV passing-through audio from external sources. You could try swapping cables or plugging the XBox into a different HDMI port.

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

T

Talvish

Enthusiast II

@Corry P , ya tried the cable swap (making sure it supports HDMI 2.1), no difference...also only one HDMI 2.1 port. :(

Corry P

Sonos Staff

Hi @Talvish

Did you test TV apps? Do they play without issue?

HDMI-ARC only requires HDMI v1.4 - getting cables that support 2.1 is over-kill - these are for carrying 4K video, which your Arc doesn’t receive. eARC is similar - it’s utilises a repurposed wire on the cable (ethernet) and audio just doesn’t require the same shielding as 4K.

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

W

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.

Corey P,

I was finally able to update Samsung firmware to the latest version for my Q80T (1462.1). Problem is still occurring, and in some cases is worse. Not only is there a short pause in audio about every 15 minutes, sometimes sound goes away completely and doesn’t come back unless I shut everything down and turn it on again. Still seems to be associated with Atmos content. I’ve been thinking about buying a sub but am afraid to commit for fear of having to return the Arc. What now?

Corry P

Sonos Staff

Hi @WRM

Have you tried disconnecting other devices from your TV and testing? Some HDMI devices interfere with each other on the CEC channel. Please try using the TV’s apps while only the Arc is connected to the TV. If that works, reconnect devices and test - one at a time.

If you find that one device causes an issue, try to disable CEC on it. If you cannot, you may need to get a CEC-less adaptor to strip the connection for that device.

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

W

WRM

Lyricist III

Corry, Arc is plugged into HDMI-eARC (and HDMI-eARC mode is enabled). Apple TV is plugged into HDMI 4. I don’t see any way to disable CEC on the Apple TV.

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