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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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    Jean C.
    Jean C.
    Retired Sonos Staff
    July 14, 2020

    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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      Mikelev
      Enthusiast II
      July 14, 2020

      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.
      Jean C.
      Retired Sonos Staff
      July 14, 2020

      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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      NicholasC
      Lyricist III
      July 16, 2020

      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

        Alex J.
        Lyricist I
        July 16, 2020

        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.

          AndrewUK10
          Contributor I
          July 17, 2020

          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.
          Jean C.
          Retired Sonos Staff
          July 20, 2020

          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. 

          Help others find useful content by clicking the like button and selecting the best answer to your question.
          NicholasC
          Lyricist III
          July 21, 2020

          @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.
            Jean C.
            Retired Sonos Staff
            July 21, 2020

            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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            rrgn
            Lyricist III
            July 27, 2020

            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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