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TimCooper
Contributor I
June 18, 2020

Intermittent audio from Sonos Arc to Samsung QE65Q95T

Setup Sonos Arc with One SL and Sub Gen3 on my Samsung TV. Synced up perfectly with HDMI ARC connection and all working great. However for some reason occasionally after shutting down TV for the night, the next day the audio comes on and then stops for a second or so before starting again. This repeated continuously, unless I disconnect and reconnect the HDMI connection or reboot the Sonos ARC. rebooting the TV has no impact, so the problem looks like the ARC. Interestingly if I go to the Sonos Source I don't get any signal from the Sonos when the issue is present? However when it's all working properly, I get signal okay and see the Sonos curved lines screen. 

Diagnostics have been submitted on I'd 1258411113

 

Any help appreciated

 

 

 

 

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    91 replies

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    rrgn
    Lyricist III
    July 9, 2020

    If you go into Settings > System >  Family Room, do you see an option to complete home theater set-up? No i don’t

    10CentVincent
    Lyricist III
    July 9, 2020

    Same issue here with brand new setup on Samsung Q90T and Sonos Arc.  Sound doesn’t work after turning on TV and must disable eArc and reEnable eArc to get sound back.  Following this thread and hoping for a solution!

    Jean C.
    Jean C.
    Retired Sonos Staff
    July 10, 2020

    Hello @rrgn,

    Thank you for the additional information about your system. 

    Have you tried rebooting your TV by unplugging it from power?

    Have you disabled and then re-enabled Samsung’s CEC / Anynet + feature?

    If you disable eARC, does this behavior change?  

    If you could send along an updated diagnostic report as well, I can see if there is any change in the connection status and signal being received by your Arc.

     

    @10CentVincent, welcome to the party and please let us know if anything here helps your situation any. 

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    rrgn
    Lyricist III
    July 10, 2020

    Hi Jean,

    yes i have done all the above but alas no audio at all the tv displays connecting to hdmi as shown in my previous post, i can toggle between tv speakers hdmi arc port which ARC is connected to this should then be activating hdmi handshake but simply doesn’t work. Let me turn tv back on & see what happens & wonders will never cease audio is back this seems weird now playing netflix via tv app

    when is the best time to send diag report?

    Jean C.
    Jean C.
    Retired Sonos Staff
    July 10, 2020

    @rrgn,

    Thank you for your response.

    After you restart everything, best to give the system at least 20 minutes of run-time and audio testing before submitting a diagnostic report. 

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    rrgn
    Lyricist III
    July 10, 2020

    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.
    Jean C.
    Retired Sonos Staff
    July 10, 2020

    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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    rrgn
    Lyricist III
    July 10, 2020

    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

     

    rrgn
    Lyricist III
    July 10, 2020

    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.
    Jean C.
    Retired Sonos Staff
    July 10, 2020

    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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