Contributor I

Answered

Beam disconnects from Samsung TV

18 replies
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I’ve had my Beam for several months, and it had been working flawlessly….until 4/3/20. Now I cannot get it to stay connected to my tv. I’ve tried factory resets on both the Beam and the television, I’ve tried different cables, and I’ve even tried running the sound through the supplied digital audio dongle. I can get the Beam to connect to the tv, but as soon as I plug in the other HDMI cables (one for my FIreStick, and the other for my PS4 Pro), sound disappears, until I unplug the HDMI ARC cable from the back of the tv, and sound comes from the tv speaker. The Beam itself sounds fine and will play streamed music; it just no longer stays connected to the tv unless nothing else is plugged in. Also worth noting: initially, it was connected through my FireStick, because it controls our entire system, minus the PS4. But, now I cannot even get the Beam to connect to the FireStick. I’m unsure whether this is a Samsung tv issue, a Beam issue, or a FireStick issue.

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AirgetlamAnswer

Sounds like either the FireStick or the PS4 are identifying themselves to the TV as a speaker, via HDMI-CEC. Try looking through the settings for each device, and turn off HDMI-CEC on both of them, then test. This is not a Sonos issue. I’m unsure if it’s an incorrect implementation in the HDMI-CEC hub (the TV), or in the software of one of those two devices.

Bruce

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A

ashkan

Lyricist III

tried all of the above. the only thing that works is to disconnect from the plug and reconnect.

TV model is UE49KU6510

Rowena B.

Retired Sonos Staff

Hi @ashkan, thank you for your response. I'm sorry to hear that after performing the steps provided, you're still experiencing the same. Let me help you figure out what's happening.

I have got a few questions and will give some suggestions on some troubleshooting steps that you can follow.

Have you tried connecting another HDMI cable on your Sonos Beam? Did it work?
Do you experience the same with your Sonos Arc?
Have you tried rebooting your network and Sonos devices?

We would like to have you submit a diagnostic of your system and reply back with the confirmation number. This will allow us to see how your system is functioning, and help provide a resolution.

If you need help with any other information, feel free to reach out.

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A

ashkan

Lyricist III

I had submitted diagnostics very recently.

It doesn’t look like you have a real solution.

Rowena B.

Retired Sonos Staff

Hi @ashkan, thank you for your quick response and we appreciate your feedback. I do understand that you want this to be resolved as soon as possible.

We request a diagnostic report every time we asked to perform any troubleshooting steps in your Sonos system to check and validate if there's any progress or if the issue is still there. Also, the diagnostic report gives the snapshot your system for us to know the issue and understand what's going on to help you provide a resolution.

To further assist you with this, I recommend contacting our Sonos Customer Care support with a full connection setup including the make and model for each device connected to your TV.

We're here to answer any further questions you have. You're always welcome here in the Community.

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A

ashkan

Lyricist III

forget it! got it working by switching to useoptical adaptor. HDMI connection is too unreliable between Samsung TV & Sonos Beam.

Rowena B.

Retired Sonos Staff

Hi @ashkan, thank you for updating us. I do understand how you feeling right now and I'm glad that your Sonos Beam is now working with your Samsung TV using the optical cable.

I would also recommend contacting your TV manufacturer for further assistance.

Please feel free to reach back to us if you have questions to assist you.

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C

calfrank

Contributor I

Sonos, I’m having problems with my Samsung Frame TV as well with the Beam having CEC on. My beam is now an expensive paper weight. I can’t play music from Spotify or other services when my Frame TV is on or in frame mode. The beam thinks the TV is on, so audio will not play. On the Sonos App, I used to be able to stop the TV audio from the sonos app popup message. With the latest App update, it that doesn’t work anymore. Spoke to one of your tech support agents, and there’s no solution. I’ve tried 4 different HDMI cables already too.

Here are two diagnostic #

1583745265

115331300

Rowena B.

Retired Sonos Staff

Hi @calfrank, thank you for reaching back to the Sonos Community. I appreciate you for submitting the diagnostic reports and contacting our support team. Let me help you with this.

Upon checking the reports, there's no signal from the TV to your Sonos Beam. Did you run the diagnostic while the TV is on?

To separate your Beam from the TV for you to watch and listen to music at the same time, you have 2 options.

Turn off the TV Autoplay on the Sonos app

Settings > System > Tap on your Beam > TV Autoplay

Turn on the TV speakers (depends on your TV model)
Using your TV remote > Menu > Audio > Turn on TV speakers

Let us know how the steps above work for you. We and the community are always here to help.

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