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Hi all,

Adding to the pile of people with sound dropout issues.  I’m using a Beam Gen 2 (brand new and fully up-to-date) with a Panasonic TX40JX850BZ (also brand new and fully updated)

I’ve been getting an issue through the TV audio where the sound cuts out every hour or so, for about 10 seconds.  It happens on all sources (standard TV through aerial socket, Netflix, YouTube, Chromecast) when connected to the HDMI eARC port.  The issue seems to be resolved when connected via the optical converter.  I don’t think using optical is a satisfactory solution as I bought the Beam to take advantage of my TV’s Dolby Atmos capabilities.

I’ve been around the houses with both Sonos and Panasonic customer service.  Sonos says it’s an issue with the TV, Panasonic says it’s likely a compatibility issue and will likely charge me if I send it to them for investigation/repair.  I’m at my wit’s end as this combination was quite an extravagant purchase for me.

 

Has anyone else managed to properly resolve an issue like this?

 

Thank you!

Hi. Have you tried it with and without Vieralink enabled?

Also, if you cannot find a solution to this, an HDMI eARC audio extractor such as those made by Feintech or HDFury may well provide a solution. 

Hi John,

Thanks so much for your reply.  I tried it last night with Viera Link switched off and the issue occurred a couple of times, so I don’t think it is that.

I will look into these audio extractors you have mentioned - do you think these would provide full functionality of both the TV and the sound bar?

I suppose I naively thought that buying two popular devices meant that it would be easy to set up and the idea of spending more money trying to bodge a solution is quite frustrating…

Thank you again for your help,

Emma

Hi. Having re-read your original post I am not totally certain an audio extractor would fully solve your problem. Although it might!

The audio extractor allows the audio from  HDMI sources to bypass the TV. But it looks like much of your viewing is coming from internal apps and OTA. Assuming you have a Chromecast HDMI device then you could presumably watch Netflix, You Tube etc via that, by inserting the extractor? 

I got my HDFury Arcana for different reasons. My TV won't handle Dolby Atmos and had lip sync problems. The Arcana has in effect made my TV eARC and Atmos compatible and eliminated the lip sync problem

A couple of other random thoughts. Have you experimented at all with the TV's audio output settings, in particular output file format?

Any other devices attached, eg BR player? 

Hello
I am following up to this conversation as I am experiencing similar issues and I was hoping to get some insights from you.

We just bought an new Panasonic 48JZ1000 and connected to the Sonos Beam 2 which was working perfectly with the older TV. Now, every now and then the sound turns off for some seconds and then turns back on. I just disabled the eARC option on the TV, but I do not think this is relevant.

Any thoughts?

Thanks!

Hi there,  thought I’d jump back in after trying various things - any and every setting on the TV and the sound bar - all to no avail.

 

After lots of back and forth with Panasonic, they have told me that they think it might be a compatibility issue and told me I could take it to a service centre, but if no fault was found, I’d have to pay at least £180.  I eventually went back to the retailer and they have kindly offered to either replace the TV with the same model, or allow me to change to a different one.  After the poor customer service from Panasonic - and having seen this new message from Chiara, I’m thinking I might change TV brand.

 

Chiara, if it is helpful to you, the issue stopped for me when I used the optical converter supplied with the Beam 2 - but you will not get Dolby Atmos.  I hope you find a better solution!

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