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3fanPat
Contributor I
April 4, 2020
Answered

Beam disconnects from Samsung TV

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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Airgetlam
AirgetlamAnswer
April 5, 2020

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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18 replies

Airgetlam
AirgetlamAnswer
April 5, 2020

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
wellsyke
Contributor I
April 5, 2020

I had the same problem that might have been be due to a firestick update around the same time.

Unplugging and restarting everything fixed it for me. I think the sonos app could be more helpful, just reporting “No audio being received over HDMI” would be useful.  

dpr861
Contributor I
August 23, 2020

My Beam disconnects on a daily basis now, despite working fine for weeks or even months before this. There is nothing else connected to my Samsung TV. I’ve ensured the TV is set to the correct settings for the audio and although the Beam will initially connect this connection is lost after a few seconds and the TV reverts back to its internal speakers. 
 

I’ve ensured the system has the latest updates. This in now at the point where the Beam is an expensive ornament. 
 

Diagnostic submitted 1173909896

    mloze
    Lyricist III
    September 6, 2020

    I’ve had the same problem. Not a fire stick issue!! I just changed from Direct TV to Spectrum TV and whatever the difference is, my  beam no longer works with my Samsung TV. Worked fine for about three months. SO frustrating!!!! Let me know if you figured it out. 

    Kyle A
    Kyle A
    Retired Sonos Staff
    September 7, 2020

    Hi @dpr861 and @mloze, sorry for the late response, we missed the post.

    @dpr861, I checked the diagnostic, the Beam is reporting “HDMI_FAULT_CURRENT” this means there’s a problem with the HDMI connection.

    If you haven’t already, I would recommend calling our Phone support to test the Beam’s HDMI connection.

    1 800 680 2345 Monday to Friday from 10 am to 9 pm ET (for US support)

    @mloze, could you please take a diagnostic from the Sonos app and post the confirmation here.

    From the Sonos app go to Setting > Help & Tips > Submit Diagnostic.

    This will give us a clue on what’s happening with the Beam.

    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
    mloze
    Lyricist III
    September 7, 2020

    Thanks. I reloaded everything. Took off the Sonos Ap and reloaded. Reset the TV. Reset all the wireless log on info and (so far) everything is working again...accept the universal remote which the cable company is swapping out.  Fingers crossed!! Thanks for help all!

    ashkan
    Lyricist III
    September 11, 2020

    I have the same problem. One thing that works is to disconnect both from power and then plug back in. But it’s a very annoying solution!

    I have been through diagnostics with Samsung and Sonos. Still no joy!

    Kyle A
    Kyle A
    Retired Sonos Staff
    September 12, 2020

    Hi @ashkan, thank you for reaching out and welcome to the community.

    We currently have an issue with Samsung TVs with the HDMI-ARC connection.

    I would like to confirm this with your set up; Please take a diagnostic from the Sonos App.

    If you like, I would like to check the diagnostic of the Sonos system to confirm.

    Post the Confirmation here and I’ll check the diagnostics.

    If you need further assistance, feel free to reach out.

    Help others find useful content by clicking the like button and selecting the best answer to your question
    ashkan
    Lyricist III
    September 15, 2020

    diagnostics 154668679 submitted tonight 

    Rowena B.
    Rowena B.
    Retired Sonos Staff
    September 19, 2020

    Hi @ashkan. Thank you for reaching out to Sonos Community.

    Upon checking the diagnostic, the ARC status showing as offline, this means that your Samsung TV is not broadcasting a signal to your Sonos Beam. Also, the diagnostic showed that the CEC is not enabled or working. 

    I would like to suggest the following steps to check if this would help out.

    • HDMI cable is fully plugged in
      • Unplug the HDMI cable from the Beam and the TV and wait 30 seconds before you plug them back in. Reconnect the HDMI cable to your Samsung TV and the Beam. This is to ensure that all the connections are fully seated.
    • Repeat the TV setup
      • On the Sonos app, go to Settings > System > Tap on Living Room (Beam) > TV setup. Please follow the steps on the app to complete the setup. Once completed, test your Beam if it’s working.
    • Remove other devices connected to the TV
      • Unplug all other devices connected to your TV and leave the Sonos Beam connected. Play the TV to check if you’ll get the same results.
    • Check CEC and ARC settings on your Samsung TV
      • Navigate through the TV settings menu and look for CEC and ARC settings. TV menu options are manufacturer and model specific.

    If after going through the steps above and you're still having issues, kindly provide us the make and model of your Samsung TV. Also, I’d appreciate it if you will send us another diagnostic for us to check.

    If you need help with any other information, please be sure to let us know.

    The Sonos Community is always here to help.

     

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