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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 11, 2020

    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

     

      Talvish
      Enthusiast II
      July 11, 2020

      @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.

        rrgn
        Lyricist III
        July 12, 2020

        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.

          borisdds
          Lyricist I
          July 12, 2020

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

            Jean C.
            Jean C.
            Retired Sonos Staff
            July 13, 2020

            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.   

             

            Help others find useful content by clicking the like button and selecting the best answer to your question.
            Jean C.
            Jean C.
            Retired Sonos Staff
            July 13, 2020

            ...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. 

            Help others find useful content by clicking the like button and selecting the best answer to your question.
            Stvross
            Lyricist III
            July 13, 2020

            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.

            jw13
            Lyricist I
            July 14, 2020

            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?

            NicholasC
            Lyricist III
            July 14, 2020

            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. 

              Mikelev
              Enthusiast II
              July 14, 2020

              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

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