Skip to main content
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

 

 

 

 

    This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

    91 replies

    TimCooperAuthor
    Contributor I
    June 22, 2020

    Thanks Talvish,

     

    Seems to be the same issue.

     

    I have noticed two things:-

     

    1) As noted during the issue, I have always lost the Sonos signal from the EARC source. I.e. I don't see the Sonos picture anymore, if I change to the Sonos source.

     

    2) a quick unplug and replug of the HDMI cable from the ARC fixes the issue.

     

    Might be worth checking these two issues/fixes to confirm same issue?

    Jean C.
    Jean C.
    Retired Sonos Staff
    July 5, 2020

    Hello @TimCooper, 

    Welcome to the Sonos community and thank you for reaching out with your issue.

    Are you able to disable to the eArc setting on your Samsung TV and does this make any difference in the signal connection with your Arc?

    You should be able to find this under the Advanced Audio Settings in your TV.

    I am seeing that the Arc itself is losing the connection from the Samsung TV whether this is due to the way that eARC has been implemented on Samsung TVs or if its due to a physical connection issue, I’m not yet sure. We have had issues in the past even with the HDMI/ARC implementation on Samsung TVs. In the past have suggested testing Sonos HT devices with the included optical adapter to see if this provides more stable performance.

    Please continue to keep us posted on your situation so that we can assist you further.      

     

    Help others find useful content by clicking the like button and selecting the best answer to your question.
      Talvish
      Enthusiast II
      July 5, 2020

      Hello @TimCooper, 

      Welcome to the Sonos community and thank you for reaching out with your issue.

      Are you able to disable to the eArc setting on your Samsung TV and does this make any difference in the signal connection with your Arc?

      You should be able to find this under the Advanced Audio Settings in your TV.

      I am seeing that the Arc itself is losing the connection from the Samsung TV whether this is due to the way that eARC has been implemented on Samsung TVs or if its due to a physical connection issue, I’m not yet sure. We have had issues in the past even with the HDMI/ARC implementation on Samsung TVs. In the past have suggested testing Sonos HT devices with the included optical adapter to see if this provides more stable performance.

      Please continue to keep us posted on your situation so that we can assist you further.      

       

      Hi Jean,  People are reporting similar issues beyond the Samsung TVs (Sony and LG TVs are also mentioned, in addition to sourcing from TV and Apple apps). Seems unlikely a physical connection issue unless it is on the Sonos Arc itself. See here:

      https://en.community.sonos.com/home-theater-228993/sonos-arc-samsung-q90t-sound-cutting-out-anyone-else-6843526

      Things seem to be more stable for me at moment though not fully stable. When watching Dolby Atmos content (I have an Xbox One feeding to a QT90), I’m seeing a very brief audio cut-out about once every 20 to 30 minutes now (almost seems like clockwork). This has been regardless of the app being run (Netflix, Disney+, MS Movies & TV). I’ll see if the built-in apps exhibit the same problem (they did when the issue was happening once every minute or so). As a note, the Xbox is up-mixing everything as Dolby Atmos.

      While moving to optical is technically an option BUT then there is no Dolby Atmos, which defeats the purpose of this set up.

        TimCooperAuthor
        Contributor I
        July 5, 2020

        Hi Jean,

         

        EARC is disabled. If I turn it on, I get no audio at all to the Sonos ARC. Seems a lot more stable now, but will keep an eye on it and confirm.

         

        Would be great to get EARC sorted though?

          Jean C.
          Jean C.
          Retired Sonos Staff
          July 5, 2020

          Hello @Talvish, thank you for the heads up and the additional information. 

          It’s interesting that you are experiencing this audio disturbance on such a mechanical time frame, I’d be interested in seeing a diagnostic report from your system if you haven’t already submitted one.   

          Help others find useful content by clicking the like button and selecting the best answer to your question.
          Talvish
          Enthusiast II
          July 6, 2020

          @Jean C. I’ll see if I can submit one when we watch something on that TV (never submitted one before but looks pretty straightforward). I thought it was odd too, but while watching Hamilton on Disney+ another movie on MS Movies & TV, it would happen in that range.

            Jean C.
            Jean C.
            Retired Sonos Staff
            July 7, 2020

            Thanks @Talvish, I’ll look forward to it.

            Just be sure to post the number in this thread so that I can take a look. 

            Help others find useful content by clicking the like button and selecting the best answer to your question.
            Talvish
            Enthusiast II
            July 8, 2020

            @Jean C. , here are the diagnostic numbers. These issues occurred about 28 minutes a part. I took the older diagnostic about 1 to 2 minutes after the cut-out (phone was in a different room). The newer diagnostic was probably within a minute.

             

            1639478775

            918763409

             

            Hope this helps.

            Jean C.
            Jean C.
            Retired Sonos Staff
            July 8, 2020

            Hi @Talvish,

            Am I correct in understanding that this 20-30 minute drop seems to occur only when using your Xbox but when using smart app native to the TV, its far more frequent?

            Have you tested audio with eARC switched off to verify that this is the source of the issue?

            Can you also test audio on a smart TV app and include a diagnostic report captured within 5 minutes of any skipping or dropping?  

             

            Help others find useful content by clicking the like button and selecting the best answer to your question.
            Show more replies
            Terms & ConditionsAccessibility statement