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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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    matt79
    Contributor I
    November 20, 2020

    I’m so close to buying something else! Can someone at Sonos please confirm if this is the case? The problem is that restarting works for a while so I could imagine this happening again. 
     

    The only thing in the release notes that is related is

    “

    Sonos Arc now supports multi-channel LPCM surround sound through an eARC connection. 

    “

    could it have been that causing the issues?

     

     Thanks 

     

     

    matt79
    Contributor I
    November 22, 2020

    Nope, same problem back today. Maybe it’s a Samsung TV thing but I’m going to send the Sonos back 

    UppsalaSWE
    Lyricist II
    November 23, 2020

    Today the same problem with the intermittent audio started again after one week with no problems.

    nilsyn
    Lyricist I
    December 5, 2020

    Hi!

    Same problem here:

    sonos arc+ sub 

    samsung qe65q95ta (2020)

    Called the dealer here in sweden hifi-klubben. And they asked me to do weird things and diffrent changes but of course it didn’t help. 
     

    Anyone here from us that can confirm the update below/

    /N
     

    Hi folks. Here's an update for all users using Samsung 2020 QLED (LS03T) Range in the US.
    Samsung released a firmware update version 1402.1 that may assist in mitigating the issue.
    Currently, the update appears to only be available for US models and via a manual USB update.
    Reach out to Samsung for further assistance and hope this helps.
    We and the community are always here to help.

     

    UppsalaSWE
    Lyricist II
    December 5, 2020

    For you that still has the problem, try this:

    1. Start one of the components that is connected to the Samsung connection box via HDMI.
    2. Wait for one minute
    3. Start the Samsung TV

    In my case I can start my TV box, but I can´t do the same thing using my Apple TV, because of in that case the Samsung TV starts automatically.

    alexplieu
    Lyricist I
    December 15, 2020

    I have the Samsung q90t and have issue when after I turn off the tv, sometimes (every few days) the ARC will not “wake up” with sound. Connecting via eArc. Temporary fix is to hard reboot the Samsung tv by holding the power button on the remote control until the tv turns off and reboot itself to the QLED logo. A little annuing but reset the sound without having to unplug the sonos arc.

    Matt Bochenski
    Lyricist I
    December 19, 2020

    Just adding another voice to the Samsung Q95 owners who are having issues. I got an Arc with 2 x Sonos One SLs yesterday and have had a constant issue of sound dropping out every other second across multiple video apps until I unplug and then reconnect HDMI cables. The cables are definitely up to spec and all the firmware is up to date on both Sonos products and the TV.

     

    I’ve contacted customer support to say that unless there’s a rock solid solution to this (which seems doubtful) I’ll be reluctantly returning my kit and getting something else instead.

      JakJak
      Lyricist I
      December 21, 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 Jean C

      It has been over 6 months since users started reporting this issue and many of us are still facing this.

      I have the same issue of intermittent audio cut outs which force us to manually power things off and back on or unplug HDMI etc just to get audio working again.

      Is there any news on ways to work around this or any possible software upgrades on the horizon, if not, the advice should be to return the product and find another solution. 
       

      Any help you can provide would be appreciated 

        User977727
        Lyricist I
        January 18, 2021

        I’m still having this issue - on both a samsung q90 and a sony bravia vh1.   Both TVs cut out to my sonos Arcs hooked up with eArc enabled.  Its very frustrating

          Dysfunctional
          Enthusiast II
          January 18, 2021

          Yeah this is still an issue…...since release…..pretty crazy

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