Contributor I

Answered

Sonos Arc Audio Cutting - Not Fixable?

12 replies
1162 views

Hi,

I recently purchased the new Sonos Arc and have been using for about a week. Currently connected directly to my 2020 Sony Bravia A8H, which supports dolby digital plus and has an HDMI eARC audio output.

We noticed that the audio would drop out when watching streaming services. In particular, Netflix that supported Dolby Atmos. After spending days scouring the internet to try and ensure my TV was set proberly, the streaming services worked correctly, etc. with no luck I finally called Sonos.

After speaking with a Sonos agent I was told that the Arc cannot properly process the data the TV is sending to it? Apparently, since I only have an Arc soundbar and do not have a 5.1surround sound set-up the Arc will not output Dolby Atmos sound since my current audio system is technically just a 2.0 with the Arc?

This was pretty disappointing to hear since the main reason I purchased the Arc was to have the ability to experience Dolby Atmos and high quality sound in lieu of purchasing an entire surround sound system?

Before I return the Arc, I was hoping someone else maybe has experience with this issue and have figured out a solution? Any feedback on this would be great.

Thanks

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.

G

GuitarSuperstarAnswer

Lead Maestro

You should definitely try the Apple TV 4K. Since your TV is equipped with eARC, you should be able to stream Atmos content on Disney+, Netflix, Prime, VUDU, and the Apple TV app on the ATV4K. And maybe this will solve your drop out issues. I also highly recommend connecting a 4K UHD or Blu-ray player so you can experience lossless Dolby TrueHD/Atmos and lossless multi-channel LPCM from a 4K UHD or Blu-ray Disc. Lossless audio sounds fantastic coming out of the Sonos Arc.

"Receive with simplicity everything that happens to you." - Rashi

G

GuitarSuperstar

Lead Maestro

That doesn’t make sense. The Sonos Arc alone is a 5.0.2 soundbar, not just 2.0.

Are you streaming through your TV’s internal apps or from an external media device?

Are you using the Sonos-supplied HDMI cable?

Make sure your TV settings are set to this:

Speakers: Audio System
eARC: Auto
Digital Audio Out: Auto 1
Passthrough: Auto

"Receive with simplicity everything that happens to you." - Rashi

M

Mitch87Author

Contributor I

That’s what I thought as well? The whole reason I purchased the Arc was for the “all-in-one” features so when I was told that the Arc can’t decode the data the TV was sending, it didn’t make much sense to me.

Not streaming through any external devices. Sonos is connected directly to my TV eARC HDMI input. Streaming services are played via the Android software on the Sony Bravia.

I haven’t used the HDMI cable Sonos supplied, but have tried multiple cables when I thought it could be an HDMI issue.

I’ve actually tried the settings you suggested, but still having the same issue?

I only seem to have the problem when playing Dolby Atmos content available in the Netflix? Although Disney Plus & Amazon Prime offer Dolby Atmos content, only Netflix seems to show up in the Sonos App as playing actual Dolby Atmos (See below screenshot)? Whenever I play supposedly Dolby Atmos content on these other streaming services, they do not show up as Dolby Atmos on the Sonos App? When I go to =>settings=>About My System=>Sonos System Info, it only shows as “Dolby Digital Plus 5.1” (See Screenshot Below).

Anyway, couldn’t find much on either of these issues online which is a real bummer because when the Soundbar is working it’s amazing, but if it can’t provide the sound quality it should and communicate with my TV properly then I’ll need to return.

You guys are my last hope lol

Appreciate your feedback!

G

GuitarSuperstar

Lead Maestro

I think I read somewhere that Disney+ still doesn’t support Dolby Atmos on Android TV.

Do you have a Netflix Premium subscription?

Amazon Prime Video has very limited Atmos content. Have you tested Jack Ryan, Suspiria, or Carnival Row?

You said that the audio “drops out” when only streaming Dolby Atmos content. Does all other non-Atmos content sound good?

You should try the HDMI cable that came with your Arc and see if that makes any difference.

"Receive with simplicity everything that happens to you." - Rashi

M

Mitch87Author

Contributor I

That’s a bummer if Disney Plus doesn’t support DA on Android yet…

I do have the Premium Netflix subscription, in part for the Dolby Atmos (DA) capabilities. So far, I’ve tried Amazon Prime (I tested Jack Ryan), Hulu, ESPN, Youtube, HBO Max & VUDU. Netflix and VUDU seem to be the only ones that can stream DA.

I have an Apple TV 4K hooked up to our other TV but didn’t think I needed any external source to hook up since I specifically bought a TV that could output DA directly. Sounds like streaming politics to me between Android/Sony and Disney…who knows?

All other content does sound good, but we were excited to experience the DA audio, and from what I’ve read, where the future is headed with high-end audio output and movie-watching experience.

I do appreciate you letting me know about Disney Plus and Android issue. Can’t tell you how much time I’ve spent reading articles and watching videos, trying to find out if it was my TV, settings, Soundbar, etc. so really glad someone could shed some light on this.

Maybe I’ll give the HDMI cable a try and cross my fingers!

G

GuitarSuperstarAnswer

Lead Maestro

You should definitely try the Apple TV 4K. Since your TV is equipped with eARC, you should be able to stream Atmos content on Disney+, Netflix, Prime, VUDU, and the Apple TV app on the ATV4K. And maybe this will solve your drop out issues. I also highly recommend connecting a 4K UHD or Blu-ray player so you can experience lossless Dolby TrueHD/Atmos and lossless multi-channel LPCM from a 4K UHD or Blu-ray Disc. Lossless audio sounds fantastic coming out of the Sonos Arc.

"Receive with simplicity everything that happens to you." - Rashi

M

Mitch87Author

Contributor I

Thanks. Will give it a shot!

M

Mitch87Author

Contributor I

Dumb question, since the Sonos Arc and Apple TV only have one HDMI port each, how should I set-up between the TV, Arc & Apple TV? My TV only has one eARC port so just curious on how I should connect the devices?

G

GuitarSuperstar

Lead Maestro

You should connect the Sonos Arc to the TV’s HDMI eARC port and the Apple TV to one of the other HDMI ports. Your TV should passthrough the audio from the ATV through the eARC to your Sonos Arc.

"Receive with simplicity everything that happens to you." - Rashi

M

Mitch87Author

Contributor I

Awesome! Thanks for the help on this. Glad the Sonos community is active and willing to help us, non-tech savvy people:)