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Arc TV sound cuts in and out


Userlevel 2

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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Best answer by Krishma M 19 September 2020, 21:44

Hi folks, thanks for reaching out and appreciate all the details and sharing the feedbacks. Let me now help you with this.

For Samsung TV users, check the steps below. 

  1. First, check if the issue occurs when using a different HDMI cable.
  2. If the issue persists, we then want to eliminate any other bad HDMI devices that could be causing the issue.
  3. If you have multiple HDMI connected devices and inbuilt apps, does the issue occur without all the HDMI devices connected, if not, add one HDMI device back to the TV at a time until the combination is found that causes the issue?
  4. Else if the issue persists without any other HDMI sources connected or just the one primary HDMI source, check the workaround/s below and let me know the Samsung TV model.

Two options:

  • Reboot the Sonos ARC.
  • Hard reboot the TV ( disconnect the TV from the power for a minute or two) then reconnect power.

We have reported the issue to Samsung and that we are working with them to address the issue. 

For Sony TV users:

Arc is experiencing TV playback interruptions when playing DD+ format content from Sony XBR950G TV apps.

Adjusting TV audio settings to DD or PCM audio format will be our workaround if you have the same problem.

For LG TV users:

When using an LG C9 with the output set to eARC, and playing DD+ Atmos content from the inbuilt apps, the audio will be frequently interrupted. For now, disable eARC on the LG C9 OLED TV for Inbuilt DD+Atmos Content.

We apologize for the inconvenience and appreciate the patience and understanding. Our engineering team is currently working on a fix. We don’t have the exact timing to share at this point and will update this thread when we do.

If you all have a different problem, create a new thread, or find a similar thread that would be helpful to your concern. 

Just let us know. We and the community are always here to help.

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Seems to be the same issue I am having with my LG OLED, randomly the arc will drop connection, return to TV speakers and then the arc will come back on, annoying AF !!

Same issue with Arc + Samsung Q95T. Unplug sonos from power & after reconnect need to disable/enable hdmi+cec to get the sound working again. Had the Arc for about a week now and this just started happening yesterday.

debug file: 1854521829

I have same issue every now and again, turn on and the soundbar sound cuts in and out. Unplugging soundbar does fix it but i don't want to have to do this regularly - is there a permanent fix for this? Can Sonos address this?

I have the Arc and Samsung QE55Q85R, connected via HDMI Arc via the Samsung's One Connect box. 

I have spoken with Sonos and Samsung customer service in the last couple of days. After initially being fobbed off by both, I got to people who knew what was going on. And they gave the same answer, separately - that they acknowledge the issue between Sonos and Samsung and that their engineers are working on it together. Also that they have identified the issue and that it will be fixed soon through a firmware update on the TV end.

 

So, who knows how soon, or how hard they’re working on it but getting the exact same answer from both companies independently seems to be a cause for hope… 

New Sonos owner here.  Love the ARC and accompanying 3rd gen sub, however, I started to get the same issue today.  All of us here seem to have different TV brands and models with the same exact problem, so it may be safe to say that it’s not an issue with our TV or it’s firmware.  Could there be an issue with the ARC itself?  Can this be resolved through a software update.  I love the sound these speaker produce, but I am tempted to return and wait until the kinks get worked out and repurchased later.  Spending this amount of money, I do not want to have to power cycle and replug the ARC in order for it to work properly.  Please provide a permanent fix. 

Userlevel 2

Ok, unplugging and plugging back in the Arc fixed it. 
 

go figure. 

Userlevel 1

Totally echo the points above re an update on this issue being required. Dropping output from anything other than atmos is not a solution as the arc is meant to be the Sonos Atmos solution and is the reason I purchased one in the first place. I don’t think it is acceptable at this price point.

 

I am personally considering returning the Arc and potentially getting out of the Sonos ecosystem altogether if I have to go for a different Atmos solution. 

 

I am getting the intermittent 10 second drop out of sound regularly on my ARC with a Sony 2020 XH90. Running most up to date firmware on both devices. It has certainly happened more since the Sony firmware update to enable 2.1 HDMI.

I have just fallen into the Sonos black hole with the abysmal Arc soundbar not working as advertised with a new ‘flagship’ Samsung TV. I suffer intermittent sound, and a compete lack of dolby Atmos and cinema sound (from suitable sources), and lacklustre sound in various combinations. Having now tripped across this support forum, not only do i discover the problems are common and well known, far worse, they have existed for months, and months. How on earth can Sonos sell equipment that is well known not to work in a very large number of setups, and make no mention of that fact in the sales process - in my view thats criminal.

Having driven to suppliers after many hours of research, coughed up my hard earned cash, I then spent many hours trying to fix it, inc fulfilling requests from Sonos support, reconfiguring setups, buying new Hdmi cables as requested (at my cost) and the only option i am now offered is to return it. No offer of timescales for a fix, no recompense for the time, money and effort wasted, and no recognition that Sonos really messed up on this.

 

Their remains the Sonos statement that it is a Samsung problem, really, as well as LG, Sony, JVC which apparently have the same problems? The final irritation - a client has an identical TV which on all counts works 100% correctly with a non Sonos sound system, boy do I regret having a house full of Sonos equipment…

 

Seems to me that after more than 6 months Sonos needs to offer a timetable for a fix, or i for one will simply have some old equipment that still doesn't quite work, what an appalling situation...

 

 

Although I couldn't agree more about finally getting a fix for this, there are some workarounds that work for me, and at least makes me enjoy Atmos without any intermissions.

First in settings > sound > advanced settings:

  • Your eARC mode should be set to “off”, otherwise there will be no sound at all
  • Atmos compatibility can be set to “on”

Whenever you startup your TV and experience sound dropping intermittently you should go to settings > Sound > Advanced settings and then toggle the Atmos compatibility to off and back to on. 

In my case that seem to do the trick and I experience unintermittent sound. Also, when I play atmos content via the built in Netflix app, the Sonos app will tell me that it receives Dolby Atmos.

The downside: I need to do this every day, and I still think it should just support eARC. 
I would expect that for a 3000 EUR combination this should just work. 

 

Update: after posting I decided to check the firmware on my Samsung Frame TV and found out there was an update (1460.9). After updating I was able to turn on eARC without loss of sound. But initially the sound drops were still there so decided to reboot both TV and ARC. For now the sound was there and I managed to play Atmos via eARC. (Sounds great BTW!) Now let's check if intermittent sound drops are fixed as well. Keep you updated

Copied from a similar thread on Sansungs website:

 

“I got today the confirmation of Samsung that Sonos and Samsung work together on the issue. A software update can be expected in March according to the Samsung Support.”

Userlevel 1
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@Krishma M I think an update from the engineering team is overdue regarding this issue. Could you reassure Sonos Arc buyers that a fix is indeed coming soon?

I have a Sonos Arc + Sub connected to my Samsung QEQ95T QLED TV and getting very frustrated with sound compatibility. The issue is that every time I turn the TV on, the sound is intermittent (1sec off, 3secs on). I’ve tried changing inputs, settings, HDMI cords, apps, used Samsung TV and Apple TV 4K and when the issue is occurring, it occurs no matter what I’m using or doing. The way to cure this is to go into the expert sound compatibility menu and toggle 'Amos compatibility on or off', as well as replugging the HDMI. I have checked all the usual HDMI cable which is plugged into the e-ARC socket of the TV. Is there a problem with the software communicating with any of the TV's? There seems to be a lot of internet chatter about this problem so it is not just myself. Would anyone investigate this software problem before I return my superb Sonos sound. 

Could you source a Samsung/LG TV and replicate the fault as many on here have experienced, with a view to solving the problem. Having read most of these entries, this is a very common fault, probably software. Please lets fix it!
 

I’ll submit an IT ticket as well. 

Userlevel 2
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Hey Sonos..how about fixing the issue many are having with the ARC audio drop and sending us all an email on your progress and fix, and stop sending an email of free 6 months of Disney+ with the purchase of more speakers.

Userlevel 2
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Its not fixed!!! Literally the first time i switch to my cable channels the sound drops completely. I had to switch eARC off and on for the audio to come back.
 

This is not ok! 

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Just wanted to let everyone know that Sonos sent me a replacement Arc. After 5 hours , it also had an audio drop off issue when I was watching tv then switched to Netflix. I’m wondering if it’s the tv’s now and not the Arc’s. 

What you’re seeing is that you didnt have a faulty Arc - they are all bad!  It’s not the TV’s fault, there is a clear design flaw with the Arc that we are all waiting for news on a fix.

Um, I’m not paying $800 for a sound bar and un plugging it and plugging it back in every 3-4 days so it works without disruption.

 

i need a fix.

 

now.

I am having exact same issue: sound cuts out every 4-5 secs for one sec

Brand new arc

Brand new Samsung QT70 

I have to unplug and re plug Arc to fix, occurs daily 

This is clearly a Sonos issue. 

I have been Sonos user for over 5-6 years. i have absolutely loved my SL Play Ones from day one, to the point where i bought four of them, I have recommend Sonos to every person I can, i finally decided to commit fully to Sonos as my entertainment system and bought an Arc, Sub, and boost. I understand new products can have issues, but I am pretty disheartened with Sonos products after such a financial commitment, hoping this can be resolved

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Samsung are still investigating my issue, but as so much equipment works correctly with their TV’s they might not change anything.  As I mentioned, a client has a system that works fine (Not a Sonos soundbar!) and whilst Samsung (and Sonos) accept their is an issue, I am not sure Samsung see it as their issue TBH?

 

I have seen owners with Samsung, JVC, Phillips, and Sony TV’s reporting issues with the Sonos arc and sound. In my situation, cycling the power on the Sonos at least gives me sound - but its like stepping back 30 years!

Sony owner here and had the same issue. Sony , not Sonos , came out with a software update that has fixed the issue. I have read that Samsung has also had a software update that fixes the issue. It’s not a Sonos issue. 

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I just got a notification saying the post has been updated with a “Best Answer” from KrishnaM.

I do agree that’s the “Best Answer” currently available but can we please leave this marked Open since the solution is not solved - even in Krishna’s post, it says “we are working with them to address the issue”

Clearly it is not solved yet.

Similar issue here.

Equipment:

  • Sony X900H purchased in June, latest firmware as of today.
  • Sonos Arc purchased in July, latest firmware as of today.
  • HDMI cable: Zeskit Ultra HD High Speed 48 Gbps

It seems like the issue really started occurring for me after the new firmware upgrade on the Sony X900H that came out a few weeks ago. I currently have the eARC setting set to Auto, HDMI 3 input set to Standard for the Sonos Arc. Audio passthrough set to Auto.

The issue manifests itself as the following:

  • either the sound completely drops for about 10 to 15 seconds before resuming normally,
  • or the volume drops dramatically for about 1 second and then resumes normally.

Either way, this completely ruins the watching experience.

On the first occurrence about two weeks ago, I did end up restarting the TV and the Arc, and that did fix the issue for about a day, but the issue has repeated itself at the same interval ever since.

If I had to guess, I would say the issue occurs every 3 to 5 hours of watching content. The source seems irrelevant as I have noted the issue on any of the native tv apps (youtube, disney, amazon, netflix, etc.).

 

Looking forward to a quick resolution… I would hate to have to post a negative review on this otherwise excellent product. Hope Sonos takes this as seriously as they should.

Userlevel 2
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I think the issue is with the TVs not Sonos. I updated my X950H to v6.4960 and since then not one sound drop with the Arc.

Same here. I don’t even think about the issue anymore. 

Userlevel 5
Badge +13

Hi folks, thanks for reaching out and appreciate all the details and sharing the feedbacks. Let me now help you with this.

For Samsung TV users, check the steps below. 

  1. First, check if the issue occurs when using a different HDMI cable.
  2. If the issue persists, we then want to eliminate any other bad HDMI devices that could be causing the issue.
  3. If you have multiple HDMI connected devices and inbuilt apps, does the issue occur without all the HDMI devices connected, if not, add one HDMI device back to the TV at a time until the combination is found that causes the issue?
  4. Else if the issue persists without any other HDMI sources connected or just the one primary HDMI source, check the workaround/s below and let me know the Samsung TV model.

Two options:

  • Reboot the Sonos ARC.
  • Hard reboot the TV ( disconnect the TV from the power for a minute or two) then reconnect power.

We have reported the issue to Samsung and that we are working with them to address the issue. 

For Sony TV users:

Arc is experiencing TV playback interruptions when playing DD+ format content from Sony XBR950G TV apps.

Adjusting TV audio settings to DD or PCM audio format will be our workaround if you have the same problem.

For LG TV users:

When using an LG C9 with the output set to eARC, and playing DD+ Atmos content from the inbuilt apps, the audio will be frequently interrupted. For now, disable eARC on the LG C9 OLED TV for Inbuilt DD+Atmos Content.

We apologize for the inconvenience and appreciate the patience and understanding. Our engineering team is currently working on a fix. We don’t have the exact timing to share at this point and will update this thread when we do.

If you all have a different problem, create a new thread, or find a similar thread that would be helpful to your concern. 

Just let us know. We and the community are always here to help.

I have been monitoring this thread with interest for the last few weeks now as I have been experiencing these issues like everyone else. I can’r believe, like a lot of people, that Sonos can’t be bothered to keep us updated on the progress of the issue. I have today emailed the CEO of Sonos to get their view on the matter and if I get a response will post it on this thread.

I hope Sonos fix the issue quickly as it would be a shame for such an issue to tarnish what is otherwise a quality brand. Keeping my fingers crossed for a fix.

Userlevel 2
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Yep add me to the list. After the Arc update today to 12.2 I’m getting the constant drop outs with my LG CX after swapping from Atmos to non Atmos content. The awful experience continues.

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Happening now even when changing channels within the same (YoutubeTV) app. Not good. How long is the warranty? Really thinking of returning it. $800 is just too expensive for it to not work correctly. 

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But we are seeing the problem with different TV’s. Samsung, LG and Sony are all having problems. I have a LG B9 and im having exactly the same problem as a user with a LG CX.

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