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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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    Syn
    Lyricist I
    August 15, 2020

    I wonder if anyone has a 2019/20 Sony fix? The problem’s obviously widespread. Thx 

    No - I have the 2020 X900H and it is not solved.

    Same here, but on my x900h I set HDMI 3 option to "enhanced Format" in the HDMI signal format settings and replaced the OEM HDMI cord with a higher end 8k compatible cord and the issue is pretty much gone. I only heard it twice during Hamilton on Disney+, no way else. It's been good for about a month now.

    Zeek78
    Zeek78
    Enthusiast II
    August 15, 2020

    I have Samsung 65” q80t, Arc, sub gen2 and 2 one gen1. Same issue her. Sound on and off, with 5 sec intervals. Unplugged all, and problem solved for now, but this needs a permeant fix from Sonos. Have had the same setup with playbar, and never had any issues, so this is disappointing. 

    Ranestorm
    Lyricist III
    August 15, 2020

    I wonder if anyone has a 2019/20 Sony fix? The problem’s obviously widespread. Thx 

    No - I have the 2020 X900H and it is not solved.

    Same here, but on my x900h I set HDMI 3 option to "enhanced Format" in the HDMI signal format settings and replaced the OEM HDMI cord with a higher end 8k compatible cord and the issue is pretty much gone. I only heard it twice during Hamilton on Disney+, no way else. It's been good for about a month now.

    Hamilton on Disney+ was the worse offender for me… so bad, that I turned it off. Hopefully things will be resolved by beginning of next month when Mulan is released.

    85D
    Trending Lyricist I
    August 15, 2020

    I wonder if anyone has a 2019/20 Sony fix? The problem’s obviously widespread. Thx 

    No - I have the 2020 X900H and it is not solved.

    Same here, but on my x900h I set HDMI 3 option to "enhanced Format" in the HDMI signal format settings and replaced the OEM HDMI cord with a higher end 8k compatible cord and the issue is pretty much gone. I only heard it twice during Hamilton on Disney+, no way else. It's been good for about a month now.

    Hamilton on Disney+ was the worse offender for me… so bad, that I turned it off. Hopefully things will be resolved by beginning of next month when Mulan is released.

     

    Not sure if other Sony owners saw my recent post, but I was having similar problems on my X950G and decided to bypass the native TV streaming apps with a Roku Ultra. Haven't had a single dropout in over a week. I know it's not the exact same model but might be worth a try.

    audiophilia
    Trending Lyricist I
    August 16, 2020

    Aug 16, 2020 update

    Seems to be getting worse, or at least feels that way. Happens daily, and randomly, even when in apps (ie sound disappears between YouTube videos), not after switching apps—though, that happens, too! 
     

    Sound returns when Sony X950G rebooted or switching from Auto 1 to Auto 2. 
     

    These are no solutions, Sonos or Sony, or whoever’s fault it is. 

    chdpowell
    Lyricist I
    August 20, 2020

    I just bought the Sonos arc yesterday and the sound keeps cutting in and out. I have already disconnected the power and HDMI from both ends. Diagnostic code is 1192403593.

    Kyle A
    Kyle A
    Retired Sonos Staff
    August 21, 2020

    Hi @chdpowell, thank you for reaching out, and thank you for getting our attention to this.

    I checked the diagnostic, it’s the same error I’ve been seeing from the diagnostics from the others.

    Currently, this issue is widespread, it’s been reported and it’s under investigation.

    There’s no current time table for a solution at the moment; however, once a solution is rolled out we’ll have an announcement here in the Community.

    Either in the main page of the Community forums or in the large threads about the issue.

    In the meantime, I would like you to test if the Optical connection is more stable. 

    Because we want to provide the best experience until the issue is resolved.

     

    Everyone, you can report the issue with our Phone support for your specific TV model for our engineers to look into as well.

    1 800 680 2345 Monday to Friday from 10 am to 9 pm ET.

    We also have phone support phone numbers for other countries in our Support Website.

    We apologize for the inconvenience the issue has caused and thank you for your patience.

    If you have other concerns, feel free to reach out.

    Help others find useful content by clicking the like button and selecting the best answer to your question
      method_ben
      Trending Lyricist I
      August 24, 2020

      @Kyle A I hope Sonos will fix this issue. I don’t buy the Arc because of that issue. I have a Sony XBR55X950G. Some people think it’s related to eARC and turning it off solves the issue. Have you been able to reproduce it ?

      Kyle A
      Kyle A
      Retired Sonos Staff
      August 24, 2020

      Hi @method_ben, yes, hopefully, our engineers find a solution to this issue.

      Turning off the eARC? will depend on the TV to have this setting. 

      However, without eARC, the Sonos Arc won’t be able to receive Dolby TrueHD and only get up to Dolby Digital +. 

      Listen to Dolby Atmos on Sonos Arc

      Disabling the eARC isn’t a good solution in my opinion; because the Sonos Arc is advertised to support eARC and Dolby Atmos.

      If you have other concerns, feel free to reach out.

      Help others find useful content by clicking the like button and selecting the best answer to your question
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