Intermittent audio from Sonos Arc to Samsung QE65Q95T

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R
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Jean,

 

just sent a diag report number is: 454566805

 

no issues at the moment but just wondering if the problem returns aka no audio & hdmi connection will any information be in the diag report i.e. how can the tech data be captured or is there an ongoing logfile for this?

Jean C.
Userlevel 5
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Hello @rrgn,

Thank you for your response and your diagnostic report.

I find that very interesting. I’’m now seeing that there is a CEC connection but the audio format we are reading is in error.

Are you able to determine which Audio format your TV is receiving from your media source and passing along to your Arc?

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R
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Hi Jean,

When i sent the diag report i had audio paused &  the S2 app tells me audio in: pause-burst but after entering ppay format was DD5.1

just lost the connection again no audio through ARC just tv speakers the S2 app now says audio in: no signal

 

i will submit diag report confirmation number is: 839703709. & tv shows hdmi connecting like screenshot from yesterday

 

R
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Media source is my cablebox & this passes the audio signal through to tv & to arc untouched as it is tv channels it will mostly be stereo 2.0 or DD5.1 

Jean C.
Userlevel 5
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Hello @rrgn,

Can you unplug all other HDMI connections from your TV temporarily and then reboot the TV again?

Once the TV is back on, connect other other HDMI connections one at a time. Something here is is hijacking the connection despite your best efforts.

  

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R
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Hi Jean,

powered off tv unplugged all hdmi connections only 2 exist hdmi-1 is my ziggo cablebox, hdmi-4 arc port is sonos arc i waited a couple of minutes then turned tv back on waited then plugged both hdmi connections back, now the tv didn’t see my sonos arc hdmi port but once i turned my cable box on it did & audio played through the sonos arc. Then i turned of the cable box & started netflix via onboard tv app audio was fine S2 app was DD5.1 audio in all good. However after 5 minutes i stopped the netflix app turned of the tv, started tv & netflix app again to replay what i was watching no audio through the sonos arc just through tv speakers.

i can reproduce this by repeating the above sequence of steps each time i stop & restart netflix via onboard tv app the audio via sonos arc is gone just tv speakers. I submitted 733250010 as diag report

 

T
Userlevel 4
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@Jean C. , quick update for you. I tried last night to replicate using the Netflix TV app and I didn’t experience an issue. My wife also reported not experiencing an issue while watching Hulu via the Xbox, but I did while Netflix (with a show that was definitely using Atmos, where the show my wife was watching wasn’t Atmos, but the Xbox would have been upmixing). I’m going to run some more experiments today (TV app and Xbox, including a different Xbox) and keep you posted.

 

I was hoping to get on one question answered from my previous diagnostics. You mentioned you could see audio bad audio connections happen, I was curious if it was just the single drop of audio each diagnostic, or was it more than that, but I didn’t notice (because I only heard the one per diagnostic)?

 

I want to say thank you for your constant communication and patience with all of us here.

R
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Hi Jean,

 

another update & good news your remark that something was highjacking the connection was true, i disconnected my ziggo cable box (Next 4K model) since doing this & watching several shows via netflix onboard tv app no audio fails whatsoever. I also checked another forum site & numerous people have been complaining about the Next 4k cable box & it’s cec implementation not functioning properly. I naturally need the cable box to watch tv channels so have ordered a cec killer switch/dongle which fully disables any cec signals being sent & causing interference with other devices. I will test more during the upcoming week & post these results hopefully it can help others in the forum.

Thanks for helping out here much appreciated.

B

My Sonos Arc is intermittently loosing sound when turned on with Samsung TV

Jean C.
Userlevel 5
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Hello @Talvish,

Thank you for your response and I apologize for shifting my focus, I didn’t forget about your situation. 

At this time I am uncertain if the “lost connection” error reflected in your diagnostics are an artifact of the software decoder, of the signal being passed from the TV or of a literal loss in signal contact. 

I do now know that we are consistently experiencing audio issues from Samsung TVs passing Dolby Digital+ with eARC enabled.

Certainly feel free to continue to test and submit data from different configurations if you would like but this is now an issue being looked at by our team.

I would invite anyone reading this thread with the same issue regarding Samsung, eARC and Dolby Digital + to disable eARC within your TV settings for now and see if this resolves this audio issue.

@rrgn, I believe you have something else happening with your set-up and will be with you in a moment.   

 

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Jean C.
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...and @rrgn I see that you read my mind and found the troublemaker, as I suspected the Ziggo cable box is your offending device. 

If the switch you ordered doesn’t work out, simply using a non ARC HDMI cable should do it, if you can find one. 

Please keep us posted on your progress. 

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S
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NOT just Samsung TV’s, same on my Sony.  There are several threads on this, so why are we having to keep sending diagnostics, resetting, etc. when they have SEVERAL people reporting the same issue and have sent diagnostics in already.  Fix it already, or recall the product.

J

So same issue here guys… sound cutting in and out Very frequently when using the TV, on Netflix, Amazon prime, PS4, everything that involves the television pretty much. I have just set up my brand new arc and brand new Samsung TV. I’ve tried to call the Sonos support number on their site and I’m just being told the number is not connected. Are they taking the piss? Has anyone managed to find a simple fix to this yet?

N
Userlevel 1
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Samsung Q95T here with a Sonos Arc connected to the Samsung One Connect box. When eArc is on, there will be no audio. Turning eArc off allows audio to work again. 

M
Userlevel 4
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Hello @Talvish,

Thank you for your response and I apologize for shifting my focus, I didn’t forget about your situation. 

At this time I am uncertain if the “lost connection” error reflected in your diagnostics are an artifact of the software decoder, of the signal being passed from the TV or of a literal loss in signal contact. 

I do now know that we are consistently experiencing audio issues from Samsung TVs passing Dolby Digital+ with eARC enabled.

Certainly feel free to continue to test and submit data from different configurations if you would like but this is now an issue being looked at by our team.

I would invite anyone reading this thread with the same issue regarding Samsung, eARC and Dolby Digital + to disable eARC within your TV settings for now and see if this resolves this audio issue.

@rrgn, I believe you have something else happening with your set-up and will be with you in a moment.   

 

Hi Jean

 

I am among one of many users on this forum and the Samsung Forum that have trouble with the connection between the Sonos ARC and Samsung TV's around eARC. It appears to be prevelant on the Samsung tvs that have the one connect box - so Frame and Q95T etc. Yes the sound appears to be stable when eARC is disabled, occasionally there is an intermittent cut out though on sound via the TV though which is annoying as it means plugging HDMI out and back in to reset.

The big issue though is eARC. The whole point of Sonos ARC and eARC enabled TV's is to have uncompressed Dolby Atmos playback via the devices. Is this is not functional can you at the very least advise that Sonos is working on a fix with Samsung.

Simply being advised to disable eARC is not a great long term prognosis for this issue, and I know of a few users who have returned products from both suppliers due to this issue. I too an considering this before my return period expires.

Please can you obtain some comfort for users that this issue is identified and you are working on a fix.

 

Thanks

 

Mike

Jean C.
Userlevel 5
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Hello @Mikelev,

Enabling eARC should only be necessary to allow the TV to pass Dolby Atmos (Dolby True HD) but is not necessary for Dolby Atmos (Dolby Digital +).

The issue we are experiencing with Samsung is specifically regarding Dolby Digital + while eARC is enabled rather than issues with Dolby True HD.

In this instance, disabling the eARC will not effect the audio quality but if you change to a true Dolby Atmos source, you will need to re-enable it.

We are aware of and working on a fix for this issue but I do not have any specific information on the status and time-frame for a resolution.     

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M
Userlevel 4
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Hello @Mikelev,

Enabling eARC should only be necessary to allow the TV to pass Dolby Atmos (Dolby True HD) but is not necessary for Dolby Atmos (Dolby Digital +).

The issue we are experiencing with Samsung is specifically regarding Dolby Digital + while eARC is enabled rather than issues with Dolby True HD.

In this instance, disabling the eARC will not effect the audio quality but if you change to a true Dolby Atmos source, you will need to re-enable it.

We are aware of and working on a fix for this issue but I do not have any specific information on the status and time-frame for a resolution.     

Hi - yes thanks Jean, I could not get sound from tru hd sources either when enabled. When off everything is fine. Hopefully when resolved the tv should automatically detect the input and switch to eARC etc when the source is detected and correct.

 

Thanks

Jean C.
Userlevel 5
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Hello @Mikelev,

What was the media source for your Dolby Atmos True HD media?

Was this in a smart app within the TV or from a third party device like a DVD/DVR or games system?  

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N
Userlevel 1
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Samsung Q95T here with Sonos Arc. I’m experiencing this issue on the second day. Replugging the HDMI cable fixes it, not sure for how long. This along with issue with eArc is making me consider returning the Sonos Arc

A

Same issue with Sonos Arc being intermittent - using a 2020 Samsung Q60T. Streaming services Netflix and HBO Max appear to be fine. However - constant issues with Hulu. Only solution is unplugging the Arc. Using an HDMI cable for connection.

A

Same problem with older Q7 model of Samsung TV with Arc as well. I wish there was a solution. I gave up on HDMI-ARC and am using optical now. But volume control using TV remote rarely works. 

Jean C.
Userlevel 5
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Hi all,

If you have a Samsung TV, please look for the ability to disable the eARC function in your TV settings.

In most cases this should resolve this issue.

If you have moved over to the optical port and having difficulty with your remote control, you may find this article useful. 

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N
Userlevel 1
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@Jean C. I disabled eArc to get audio. When I did that, I had intermittent audio (1 second skips) on three separate occasion. Only way to fix it was to plug out the HDMI cable from the Sonos Arc and replug it. 
 

In summary: Disabling eArc didn’t resolve my intermittent sound issue. 

Jean C.
Userlevel 5
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Understood, @NicholasC.

I’m looking at your system and it doesn’t look like you have any rear surrounds set with your Sonos Arc.

Have you tested PCM/Stereo in your TV’s HDMI output settings to see if this changes the audio issue?

If you do, please send me a diagnostic report from your test configuration so that I can look at the error logs for your system. 

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R
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Hi Jean,

 

happy to report i’ve had no audio drops/issues for the last two weeks so the cec killer/switch on the ziggo next 4k cable box has solved the issue i was having.

On another note i am looking into buying another TV specifically one that supports eArc & i see quite a few issues reported with different tv manufacturers together with the sonos arc are you aware of a fix from sonos that’s on it’s way or can you recommend one was looking at the LG CX or Sony A8 both 2020 models.

 

thanks. Rrgn

 

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