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andrew richards
Contributor I
June 28, 2020

Sonos Arc audio keeps cutting out.

I have a sonos ARC and sound keeps cutting out for 1-2 seconds and then picks back up. My sonos was fine for about 1 week after purchasing but now the sound will cut out periodically. Here is my diagnostics number 103248445. How can I fix this issue?

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    Pinned Reply By Ken_Griffiths

    Same here. Very aggravating. Diagnostic report 490235596. 

    This used to be an issue with some TV’s, particularly with Samsung and connected sound systems using HDMI-ARC/eARC, where other connected peripherals like Apple TV (as an example) tried to steal the CEC focus.

    So maybe try disabling CEC on any other connected devices and then power off all for a few minutes to setup the handshake again and see if that perhaps solves the matter.

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    205 replies

    Kamenrider
    Avid Contributor I
    June 28, 2020

    I had this problem yesterday and this morning. I had to power cycle the Arc to overcome. There was a Sonos update yesterday, not sure if that was related. 1590010709 is my diagnostic number.

    Simon B
    Simon B
    Retired Sonos Staff
    June 30, 2020

    Hi @andrew richards, Thanks for reaching out and welcome to the community. thanks for taking the time to send a diagnostic report, Upon checking on it. it shows that the Arc status of the Arc is disabled. You can try to unplug and re-plug it on the Sonos Arc and the TV.

    Hi  @Kamenrider, Thanks for reaching out, and thanks for taking the time to send a diagnostic report. Upon checking on it, the diagnostic shows everything is normal in your Sonos Arc. Kindly contact our phone support team for further assistance so we can further check what could be causing the issue. 

    Let us know how you get on with the advice above.

    We're here to answer any further questions you have.

     

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    Kamenrider
    Avid Contributor I
    June 30, 2020

    It’s encouraging to see a response from the staff.  I’ve not had a reoccurrence of the problem and will leave it at that for now especially given your findings. Your support staff can deal with people with more important issues.

    Simon B
    Simon B
    Retired Sonos Staff
    June 30, 2020

    Hi @Kamenrider, thanks for the update. I’m hoping it will not cause any other issues in the future.

    If you need help with any other information, Please be sure to let us know.

    The Sonos Community is always here to help.

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    D Thall
    Lyricist I
    June 30, 2020

    I have a sonos ARC and sound keeps cutting out for 1-2 seconds and then picks back up. My sonos was fine for about 1 week after purchasing but now the sound will cut out periodically. Here is my diagnostics number 103248445. How can I fix this issue?

    I have the same issue. My diagnostic number is 1533580006.

    Simon B
    Simon B
    Retired Sonos Staff
    June 30, 2020

    Hi @D Thall, Thanks for reaching out and welcome to the community. Thanks for taking the time to submit a diagnostic report. Upon checking the diagnostic, I saw that the Arc status is disabled. You may check the HDMI Arc or E-ARC cable if it is connected to the correct port. Also, try to unplug and re-plug the HDMI ARC/ E-ARC cable on the Arc and the TV.

    Let us know how you get on with the advice above.

    We're here to answer any further questions you have.

     

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    Ugotsurbed
    Lyricist II
    July 5, 2020

    Hi,  I have the same issue.  A couple of days after installing the arc is cuts out every few seconds.   The hdmi used is the one that came with the unit and my tv has earc (Samsung 90t).  The only way to fix is to pull the unit off the wall and unplug and replug the power.  This can’t be the solution and I need a fix that’s permanent.  After day or so it repeats.

    Simon B
    Simon B
    Retired Sonos Staff
    July 7, 2020

    Hi @Ugotsurbed, Thanks for reaching out and welcome to the community. I appreciate you taking the time to do some basic troubleshooting to resolve the issue. I’ll ask you to submit a diagnostic report for us to further investigate what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this issue. 

    Let us know how you get on with the advice above.

    We're here to answer any further questions you have.

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    Ugotsurbed
    Lyricist II
    July 7, 2020

     

    Simon B
    Simon B
    Retired Sonos Staff
    July 7, 2020

    Hi @Ugotsurbed, thanks for the update. I appreciate you taking the time to submit the diagnostic report. Upon checking on the diagnostic report, I saw that the Arc status is on error timeout. you may try to unplug and replug the HDMI Arc cable from both ends and replug it back in, and check if there are any improvements on the sound.

    Let us know how you get on with the advice above.

    We're here to answer any further questions you have.

     

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