Intermittent audio from Sonos Arc to Samsung QE65Q95T

Hi @Jean C. , was there anything of note in the diagnostics I did send?

Regarding your questions:

I haven’t been able to test the TV apps for the 20 to 30 minute issue. When I tried on the weekend, I only had about 15 minutes and there were no audio drops.

I also haven’t tried the Xbox with eARC off recently.

I can try to do these later today.

I can say in the past (I believe prior to the last firmware updates and reboot/reconnect of the Arc), I was getting audio drops much more frequently from the both the Xbox and the native TV apps and it didn’t matter if eARC was on or off. Though I recall at least two cases that when eARC was on that I got audio drops and you could see the TV saying that it was switching from eARC to regular ARC, even though I didn’t do anything.

I also want to try a power boot of the Arc again to see how things change but I’ll wait until after doing the above items.

Hello @Talvish,

Basically I saw a whole lot of lost signal connection between the Arc and the av source so I’d like to get some additional diagnostics from other HT sources to see if this is consistent across your system.   

@Jean C. , interesting, are you saying you saw it more than just the two times I reported (so there are some ‘micro’ blips that aren’t noticeable)? 

Also, I’m assuming the AV Source is the TV, so the question is if the Xbox is loosing signal to the TV (and therefore to the Arc) or it is the TV to the Arc? I can say the Xbox hasn’t had audio issues before, though it has only done Atmos as part of this setup (and it is always Atmos given the way the Xbox works).

@Talvish 

That’s actually what I’m trying to determine. It’s more than likely an issue with the TV passing on the signal but I’d like to see if it happens on streaming apps in the TV itself along with other sources.

Hi Guys,

i am new to the forum & have the Sonos ARC also & i am also experiencing audio drops. My setup is Samsung TV UE55KS7000 model with connect box, hdmi 1 connected to Ziggo Next box for cable TV this hdmi cable is non-CEC enabled to ensure no interference with Sonos ARC, hdmi 4 ARC capable with premium high speed hdmi cable connected to the Sonos ARC. The audio drops either when watching cable tv or using native apps like netflix on tv randomly but today audio dropped & never returned for no apparent reason. I submitted a diagnostic report: Your confirmation number is: 1906937258 hopefully Sonos engineers can help out here.

Hello @rrgn,

Welcome to the Sonos Community and thank you for reaching out with your diagnostic report.

Are you able to verify that the CEC feature is set up on your Samsung TV? I believe that it is called Anynet + on Samsung.

Are you also able to verify which Audio Format your TV is passing to Sonos via HDMI/ARC?

Hi Jean,

yes Anynet is enabled On TV & passes DD5.1 through to the ARC but as i mentioned in my first post the ARC is connected but no audio whatsoever i can toggle between tv speakers & Sonos ARC hdmi 4 but silence, my setup has been working this week with random audio drops now no audio. Would it help to submit another diag report with the current status?

I also have the same as Tim mentioned

1) As noted during the issue, I have always lost the Sonos signal from the ARC source. I.e. I don't see the Sonos picture anymore, if I change to the Sonos source.
2) the S2 app shows no audio in even though TV audio ouput is via ARC & Sonos ARC is connected via hdmi

Hello @rrgn,

Thank you for the additional information and yes, more diagnostics would be helpful.

I wasn’t seeing that the HDMI/Arc or CEC feature were engaged with your Arc on the previous diagnostic.

Can you include a picture of the port that the Arc is plugged into and verify that it is definitely the ARC port?

If you go into Settings > System >  Family Room, do you see an option to complete home theater set-up?

You would also do well to enable the WiFi feature on your Arc if you plan to use Airplay or add any surround speakers or a Sub in the future. 

Hi Jean,

the Arc is connected via Ethernet port & is in the same home network as my wifi devices so i can already use airplay & if i add sub or rears i will enable wifi.

as stated the Arc just doesn’t sync with tv & therefore no audio i captured hdmi issue on tv screen & foto as it is the ARC port, screen shot shows Verbinden which is dutch but translates to connecting but it doesn’t