Dolby Atmos

Hi @Souzy78180.

Thanks for reaching out, we’d be glad to help.

To better understand, I need to ask a few more details that will help us identify the possible root cause of the problem.

• Is the audio interruption happen only when using TV audio, just on Netflix, have you tried to test audio playback using a music service and see if the issue occurs?
• What source is in use to play the audio from? Examples: Cable box, Blu-Ray player, Apple TV, built-in TV apps for streaming services
• May I have the model number of the TV?
• How are the source devices connected to the TV? 

Kindly replicate the issue, then submit a diagnostic report through the Sonos app shortly after the problem occurs, and reply with the confirmation number. I'd start by reviewing your system and go from there, it will help in identifying what's possibly causing the issue.

Looking forward to hearing from you soon.

Dear Annazel,

thank you for your prompt reply.

See answer below please.

diagnostic number:839264531

only one device connected, 1 Apple TV 4K and only 1 source as well the Apple TV 4K 

my Tv model it’s LG OLED65C9P 

the audio cut every minute for less than 1 second only when I play Netflix on the Apple TV only with Dolby atmos content.

if the movie its 5.1 there is no problem.

regards,

Hi @Souzy78180.

Thanks for your very detailed response.

Upon checking on the diagnostic, Arc is not receiving any audio signal from the TV at the time the diagnostic was triggered. 

Kindly verify what type of connection is in use from Sonos Arc to your TV, is it via HDMI/ARC or eARC?

Apple TV automatically plays sound in the highest quality that’s supported by your home theater system setup, and available with content that you watch.

Try to change the audio format on the TV, set it to Dolby Digital instead of Bitstream.

Ensure that the source device is also set on the same format, you can manually change the Apple TV audio format, here’s how:

Go to Settings > Video and Audio > Audio Format and turn on Change Format

Once changes made, test it and see if there are changes.

If the issue persists, please submit a new diagnostic report shortly after the issue occurs and reply with the confirmation number,  so I can check your system further.

Let us know how that goes.

Dear Annazel,

it’s HDMI e arc

there is no Dolby digital, if I want to change the format r for the hdmi,i have only two choices: bistream or PCM but if I put PCM i cannot get Dolby atmos

if I change turn on the change format on the Apple TV that won’t allow the Dolby atmos to be play 

please advice which setting to do pls.

Hi @Souzy78180.

Thanks for the immediate response.

I saw on the diagnostic report that the Arc is not detecting a signal from the TV and it keeps on cutting in and out, which results in audio interruptions. The reason why I ask to change the audio format both from the TV and source device is due to this error detected by the system, it indicates that the encoded signal has a discontinuity. Either it's corrupt or there is a legitimate change in the format of the audio.

Upon doing research, I found this thread that can be very helpful in this case, please see this link:

https://en.community.sonos.com/home-theater-228993/lg-oled-c9-series-earc-support-6843136#:~:text=As%20an%20FYI...the,C9%20Series%20does%20support%20eARC.

Let us know how that goes.

Dear annazel,

refereing to your link I’m actually follow their step.

still the sound it’s cutting by time to time.

could you please send me proper setting to solve my problem?

thankbyou

Have you tried using a different HDMI cable?

Yea I did and I don’t think so the problem come from the HDMI otherwise the sound will cut as well when playing 5.1 content.

Are your TV settings set to Digital Sound Out: Auto and eARC: On?

Yea I did 

Are there any other external devices connected to your TV’s other HDMI ports? Have you tried power cycling the TV and Apple TV by unplugging both of them from power for about a minute?

No only the HdMi e arc for the Sonos and Apple TV which is connect also with HDMi

forbunplug both tv and Apple TV , Ilyès i did before because that problem happened but after a week the problem come back

If you connect your Apple TV to a different HDMI port, does it make a difference?

I never try.

that a good point, thank you.

i will try right away and let you know if there is any improvement .

I have the same setup and it sounds like you are possibly having the same issue as people in this thread.