Enthusiast II

Sonos Arc and Samsung - eARC compatibility issues

Forum|Forum|6 years ago
July 7, 2020
100 replies
34955 views

Hi All

I wanted to make you aware of an experience I am having with both Sonos and Samsung. I am on my second Samsung tv (replacement q95t) and the following letter to CEO’s of both companies should explain. Be interesting to know if any members of this community are aware or have experienced these issues.

Dear Patrick/Sang Ho Jo gwi-ha

Apologies for the direct approach, however I must make you aware of a situation with regards to two of your companies top consumer products. I have been a loyal purchaser of both Samsung and Sonos products for a number of years now, and most recently have purchased your Sonos Arc Soundbar and Samsung Q95T television products. On receipt of these products, I have noticed a compatibility issue between the two aforementioned products around the eARC connectivity. Simply put, once eARC is enabled on the Samsung device, no sound is transmitted via the Sonos Arc. Once Disabled however, sound is apparent. From a samsung perspective, I have been issued a second device which has had the same issue, and no further known resolution to fix has been offered with technical advising its not a Samsung issue. From a Sonos Perspective, the response from technical has been to "confirm that the issue you are experiencing has been raised with the right teams who are looking into it, regarding e-ARC needing to be off to get audio from this TV. We don't have a timescale on a resolution at this time". From a loyal user, this is far from perfect with no eta to fix, or even a guarantee that it will be fixed and no clear view on where the issue resides, with Samsung or Sonos? On looking at the Samsung forums, this appears to be an issue not just for myself but for many other users now. The following is one example of feedback from Sonos on the Samsung Forums:

"It does look like there may be some issues arising when the eARC function on the TV is enabled. DD+ is capable of carrying a compressed ATMOS signal, so you should still be able to experience ATMOS from your Arc. In the mean time however there's no fix for this.

I'm not able to give you a solid answer right now unfortunately, however the Arc is known to work with other TVs so my inclination would be that this is a Samsung issue. We are certainly aware of this however and we are reaching out to Samsung in order to get this resolved.

I would expect this to be fixable via a Firmware update, however I can't guarantee this unfortunately.

We are reaching out to Samsung in order to get this issue resolved. Due to the huge number of TV models and manufacturers, issues such as this do sometimes arise - in any case we are looking in to getting it resolved and we are happy to assist any customers which are affected by this issue.

So basically SONOS are blaming Samsung because the ARC works with other TV's. No firm promise of a fix, not very impressed with SONOS at this point as Samsung could be classed as a major supplier of global premium TV's, you would have thought that they would have ensured their premium soundbar would work with the new Samsung Flagship range, but apparently not." So my ask is simple - please can your organisations work together to resolve this issue as opposed to the blame culture that has been our experience - Many users have purchased both devices on the strength of this eARC capability, and this is clearly advertised as a function of your devices. My retailer in the UK is on standby to take these products back if we can't get to a resolution which would be a major disappointment so I hope you can find a solution to this issue for me. Kind Regards Mike

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S

sigomez

Contributor I

I have reported the audio lag video problems on my 2019 Samsung 75” Q80R. Internal apps work, but anything passing through the inbound HDMI has the problem with an audio lag using the HDMI-ARC port. This is not Atmos, but frustrating. I have since connected to the Optical port and use the Optical/HDMI adapter. I am currently pursuing a refund from Samsung since the set is under warranty and not fixable.

Curious if you have any luck with the refund.

N

NicholasC

Lyricist III

Samsung Q95T here with Sonos Arc. Turning on eARC results in no sound. Sigh.

M

MikelevAuthor

Enthusiast II

Update from Sonos:

Hi Mike, Thanks for the information.

The behavior you have reported and have experienced has already been notified directly to Samsung developers for further investigation.

Sonos and Samsung engineers are working together to get this issue resolved as soon as possible.

- Once there is an update, we will make sure to notify the affected customers.

Thanks again. With best regards, Olivier H. Sonos | Customer Care | Contact Us

N

NicholasC

Lyricist III

Mike - Thank you!

B

BBH

Avid Contributor I

It appears to me the issue is twofold. Actually, one issue that has two origins. The Firmware for US/UK is different and that problem manifests itself through use of the One Connect Box.

I am US based with a new Samsung Q8DT and am waiting a Sonos Arc. I anticipate no problems as I am “US” based and do not have the One-Connect box. I will keep the Community informed when I receive my back ordered ARC.

B

BBH

Avid Contributor I

To my understanding, the Q80T model does not have an one connect box. Please confirm. If so, the above would indicate that the problem lies with the one connect box. TVs without the box works with eArc, TV with the box does not. This has also been suggested by other users.

I have the Frame (which has an one connect box) and cannot pass sound through eArc.

I have the Q8DT (Costco (big box store) version of the Q80T) and confirm it does NOT use the One Connect box. I am waiting for my back ordered Sonos Arc. I will report my experience back to the Community when I receive it.

M

Moniker

Lyricist III

I have a 55” Samsung QLED and arc set up and downloaded the Dolby Amaze trailer in Lossless form but it says ‘unsupported’ when I try to play it through the USB. Picture but no sound. Any help?

( I have Disney Plus also but can’t get the Atmos logo to show up)

J

JT33

Lyricist III

To my understanding, the Q80T model does not have an one connect box. Please confirm. If so, the above would indicate that the problem lies with the one connect box. TVs without the box works with eArc, TV with the box does not. This has also been suggested by other users.

I have the Frame (which has an one connect box) and cannot pass sound through eArc.

I have the Q8DT (Costco (big box store) version of the Q80T) and confirm it does NOT use the One Connect box. I am waiting for my back ordered Sonos Arc. I will report my experience back to the Community when I receive it.

Hello,

I too have the same TV just purchased a few days ago. I watched several movies over the weekend and noticed sound occasionally cutting it (maybe just once or twice) during each film. Today, however, the sound cut out after a few seconds, and remained off for several more before kicking back on. I looked on this forum and proceeded advice on doing a power cycle, unplugging and replugging HDMI cords, and so far that has temporarily fixed the issue.

I chose this TV because of its high ratings, and the performance so far is great. I chose the Sonos ARC and Gen 3 Sub because of its design, up and coming reputation, and great sound (when working properly). It was a pain wall mounting the TV (not really but I wouldn’t want to do it over again), so I do not want to be forced to return either products. I really hope Sonos can find a solution soon. I am seeing LG and Sony TVs having the same issue too, so I don’t think it is a Samsung problem.

that being said, however, I’ve read somewhere that Samsung’s eARC isn’t fully capable of delivering loseless sound data...Maybe that’s the issue? Yet, people who have high end LGs are reporting Same lose of sound, so this pushes back onto Sonos.

Sonos, fix this quick please. I am starting to assume that the ARC is currently back ordered due to this defect and the company trying to buy time to resolve it. If that’s the case, that’s fine, but I expect all current ARC owners to be shipped a new unit to replace this recallable product.

Sorry for the redundancy…. but we are all in this crappy situation, just like the COVID! We need a vaccine for our speaker now!

B

BBH

Avid Contributor I

I have the Q8DT (Costco (big box store) version of the Q80T) and confirm it does NOT use the One Connect box. I am waiting for my back ordered Sonos Arc. I will report my experience back to the Community when I receive it.

Sonos, fix this quick please. I am starting to assume that the ARC is currently back ordered due to this defect and the company trying to buy time to resolve it. If that’s the case, that’s fine, but I expect all current ARC owners to be shipped a new unit to replace this recallable product.

Sorry for the redundancy…. but we are all in this crappy situation, just like the COVID! We need a vaccine for our speaker now!

I was notified last night that my backordered ARC has been shipped. I sure hope your assumption is correct and they have done something to the new batch of ARCs. I’ll post my adventures.

J

JT33

Lyricist III

I have the Q8DT (Costco (big box store) version of the Q80T) and confirm it does NOT use the One Connect box. I am waiting for my back ordered Sonos Arc. I will report my experience back to the Community when I receive it.

Sonos, fix this quick please. I am starting to assume that the ARC is currently back ordered due to this defect and the company trying to buy time to resolve it. If that’s the case, that’s fine, but I expect all current ARC owners to be shipped a new unit to replace this recallable product.

Sorry for the redundancy…. but we are all in this crappy situation, just like the COVID! We need a vaccine for our speaker now!

I was notified last night that my backordered ARC has been shipped. I sure hope your assumption is correct and they have done something to the new batch of ARCs. I’ll post my adventures.

Great! Please update ASAP. I was told by a Best Buy employee that Sonos changed manufacturing locations recently, and that caused the back order delays. Piecing info together, maybe there was an issue with earlier models. I am tempted to return my soundbar and buy the “back ordered” model. Sucks to have to wait, but may be worth it.

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