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Hello all,

 

My current setup is as follows:

 

Samsung Q60 82” (2020)

Sonos Arc

Sonos Sub

Sonos Amp powering 2 in ceiling rear speakers

 

The TV has eARC, everything is hardwired via Ethernet, my cables are all compatible.

 

Largely this setup handles Atmos sound but falters 2 or 3 times per show and or movie. Rear in ceiling speakers will cut out, come on then cut out, or not process some sounds accurately. Sounds that shouldn’t even come from the rear speakers will play through them. I’ve tested Netflix, Disney and 4K UHD disc from my Xbox One X. Some scenes the audio drops all together for a second or two and comes back. I have called support directly and sent many logs but have yet to resolve the issue. The issues are largely reproducible.
 

It’s important to note, outside of this everything works flawlessly. Music, other audio formats, as soon as I change the settings to any other 5.1 or surround sound format everything works as intended. Any help or guidance would be greatly appreciated. 

Hi @angeloj97.

Thanks for reaching out and sorry to hear about the experience, let me check it for you to see what we can do further to figure this out.

Kindly reproduce the issue, then submit a diagnostic report through the Sonos app when the issue occurs, and reply with the confirmation number. I'd start by reviewing your system and if there was any troubleshooting ticket created that will help us in identifying what is possibly causing this issue.

Hence, this issue would still be best discussed on the phone with our phone technician, as we can take a closer look and investigate in real-time to expedite the process. They also have more resources and tools available on their system for advanced troubleshooting.

 

You may also check this article that outlines the main factors that determine if your Sonos Arc can play Dolby Atmos audio. 

 

I’m looking forward to assisting you further from here.

If you have any other questions or run into any issues,  please do not hesitate to reach out,  we are always here to help.

@Annazel S 

 

As I mentioned above, I’ve already called. I spent over an hour on the phone yesterday testing everything and the technician couldn’t figure it out. The app says my system is playing Atmos, it looks to be configured correctly. He suggested maybe the Sonos Amp isn’t compatible since the issue is MOSTLY with the rear speakers.

 

Case # 02219018

Hi @angeloj97.

Thanks for your response and update.

Upon checking the Case number, this is on a Pending state and you need to call us back for follow up.

If you have any other questions or run into any issues,  please do not hesitate to reach out, we’re always here to help.

tcl 65r635. arc. using eArc hdmi from tv to speaker. one sl surrounds. 

wanted to mention...i see people struggling....i find i only get and keep atmos on disney by setting tv output to DD+ DTS...yet passthrough output seems to work for netflix and vudu and keep atmos. still trying different combos. but the tv audio output setting needs changes per app from what i see. and disney app has an issue. so i am always passthrough to start then go to DD+DTS when needed. no way around this so far. good luck.

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