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Darbos
Avid Contributor III
July 5, 2020
Answered

Sonos ARC 5.1 audio dropping out

Hi just replaced my living room playbase with the arc. I haven't had any problems previously but now anytime I'm watching TV the audio starts dropping out with a short static sound. Seems to be coming from the arc and rears. This happens while watching Netflix, prime, Vudu, and Plex. But does not happen if streaming tidal or yt music. 

 

I have a Samsung q75 2018 

Arc / gen 2 sub / 2 ones. 

I use 2019 Nvidia shield to watch everything. 

Shield to HDMI 1 on TV. Arc to hdmi4 arc port on TV. 

 

I've looked at the network matrix and it's all green. But I don't know much else about that. 

 

I have unifi network, I only have 1 Sonos hardwired. 

 

Please help!

Diag 778910189

 

I've rebooted my network and all Sonos a few times. Re-tuned a few times. Swapped cables. Made sure all firmware is up to date. 

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    DarbosAnswer
    Avid Contributor III
    July 7, 2020

    Thanks for getting back to me. 

     

    I worked with your phone team yesterday and they were able to diagnose the issue and help. 

    View in thread

    6 replies

    DarbosAuthor
    Avid Contributor III
    July 6, 2020

    EDIT: Forgot to add I have changed sonosnet channels as well.

    DarbosAuthor
    Avid Contributor III
    July 6, 2020

    I just got it fixed, I turned tuning off and it was fine...

    So after retuning about 6 or 7 times with my iPad (the newest one, I don't own iPhone) nothing worked. I had my dad come over tried his iPhone xs same issues. I then tried his wife's iPhone...same model, xs. It is working now, with tuning.

    DarbosAuthor
    Avid Contributor III
    July 6, 2020

    I spoke to soon.  same problems...ugh.

     

    ANother diag...791138544

    Krishma M
    Krishma M
    Retired Sonos Staff
    July 7, 2020

    Hi@Darbos, thanks for reaching out and submitting the diagnostics. So you’ve tried playing music using the Sonos app and its fine? Because if it's only happening with TV, we need to check the connections between Sonos ARC and TV. I’m seeing that it’s losing the connection, is it all happening to all sources on your TV? Have you tried them all? Maybe you’d need to check the HDMI if it's tightly connected if you can try a different HDMI as well. Let us know if this helps. 

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    DarbosAuthorAnswer
    Avid Contributor III
    July 7, 2020

    Thanks for getting back to me. 

     

    I worked with your phone team yesterday and they were able to diagnose the issue and help. 

    Krishma M
    Krishma M
    Retired Sonos Staff
    July 7, 2020

    Thanks for getting back to me. 

     

    I worked with your phone team yesterday and they were able to diagnose the issue and help. 

    Nice to hear that. Just let us know if you need anything. 

    Help others find useful content by clicking the like button and selecting the best answer to your question.
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