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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

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    pdmoorhouse
    Lyricist III
    November 19, 2020

    Reading through all the months of comments with customers experiencing e-Arc incompatiblily with the Sonos Arc and Samsung Frame 2020 model TV’s, SONOS HOW DO YOU FIND IT ACCEPTABLE THAT THIS IS STILL AN ISSUE FOR YOUR CUSTOMERS. WHY HAS THIS NOT BEEN FIXED . PLEASE CONTACT ME TO ARRANGE A REPLACEMENT SOUND BAR to replace the faulty one you sold to me. 

    User766686
    Lyricist I
    November 22, 2020

    Here is my take. Sonos, I think you know exactly what the problem is and are unable to fix it. Might be a physical problem with the hdmi port, but this is a systemic problem. So it’s time to own it. I would like my unit replaced with one that has a more recent manufacturing date. And yes I’ve gone through every single suggested fox you’ve offered for the last 4 months.

      JD818
      Lyricist I
      November 23, 2020

      I’m having the same problem as everyone else, and the weak responses from Sonos are concerning. (WiFi interference … seriously?) I think I will return my Sonos Arc and leave a negative review on Amazon to let others know before they purchase the Arc. This may be the only way Sonos will actually address the issue.

        justinaruiz
        Lyricist I
        November 25, 2020

        I Lied - Another Update...so, in all my back and forth with Sonos, they ended up keeping one of my cases open and a very responsive and seemingly-knowledgeable support rep has been corresponding with me.  One of the first things he said - and this was the first time I got anything like this from Sonos - is that there is a KNOWN ISSUE with eARC TVs, and with those TVs, the symptom is a periodic complete loss of audio.  And they are apparently working with Samsung to resolve.  My Samsung Frame TV is a 2019 version with regular HDMI/ARC (i.e. not eARC).  And my symptom of the audio cutting in/out, like someone is pressing the mute/un-mute button every 1-2 seconds, is, according to him, not a common issue.  This strikes me as odd, given there are so many posts in this topic, and others, that seem to raise the identical issue.  And the diagnostic shows the HDMI/ARC port to be inactive when the symptom is occurring.  None of this is novel - we all suspect it’s a software/firmware issue on the TV side (and apparently not just Samsung TVs), but just wanted to confirm with the community...for those of you with regular HDMI/ARC connections (not eARC), does your TV periodically [allegedly] shut down the HDMI/ARC port and you’re left with audio cutting in/out until you either hard-reboot your TV or unplug/re-plug the HDMI cable to the Arc?  I told the rep to just go read a few of these topics in the community and he’d see I’m not alone in this, but they’re treating my issue like something unique, albeit with no real optimism for a solution. :face_palm_tone1:

        I have an eARC on my 2020 75” Samsung frame TV and I also have my sound cut in/out when I first turn my tv on in the morning. It happens every morning not just a couple of times a week. My kids have just learned to unplug the arc and plug it back in. I pre-ordered the arc system with sub earlier this year and it finally arrived July 2020. The sound is great but the connectivity issues are frustrating for the amount I spent on this system. I haven’t done any diagnostics with Sonos because I have no hope they will solve it. I keep checking periodically  in these forums for a fix. I hope on comes soon 

        Simon B
        Simon B
        Retired Sonos Staff
        November 26, 2020

        Hi folks, thanks for the information that was provided and I apologize for this ongoing issue. Kindly visit the main thread about this issue on the Sonos Arc audio drop out concern for any recommendations and update about this issue. 

        Keep me in the know with the advice above.

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

        Help others find useful content by clicking the like button and selecting the best answer to your question
        Rich McNabb
        Contributor I
        November 27, 2020

        Hi,

        I’m having the same issue, I’ve:

        • Tried different HDMI cables in case that was the issue
        • Power cycled the TV and ARC (work for a little while)
        • Reset the ARC and set-up from scratch
        • Removed surround speakers in case they were causing the issue
        • Ensured TV (also new) is plugged directly into a LAN cable for maximum download speeds.

        Diagnostic report number - 1571715648

        Any help would be much appreciated :)

        - Rich

        Simon B
        Simon B
        Retired Sonos Staff
        November 27, 2020

        Hi @Rich McNabb, Thank you for reaching out, and welcome to the community. Thanks for submitting a diagnostic report of your Sonos system, upon checking, the diagnostic report, it shows that the Sonos Arc is working fine, the issue that showed up on the diagnostics is with the other speakers which are not getting enough bandwidth of connections. We’ll take this further, I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps. They may ask for remote access for further assistance and additional steps and options for this issue. 

        Let us know what you have in mind with the advice above.

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

        Help others find useful content by clicking the like button and selecting the best answer to your question
        Rich McNabb
        Contributor I
        November 27, 2020

        Thanks for the quick response I’ll give them a call on Monday. Thanks!

         

        In the meantime I ran another diagnostic (1474439627) while the arc was cutting in an out. Would you mind doing a quick check on that so I have all the info I need when I call support next week, please?

        Simon B
        Simon B
        Retired Sonos Staff
        November 27, 2020

        Hi @Rich McNabb, thanks for the update and thanks for sending another diagnostic report, upon checking the report, it shows that the Sonos Arc is offline this time. and there are interference and low bandwidth of connections on the other speakers. You may check his article about Reducing wireless interference on Sonos for some troubleshooting steps. 

        Let me know your thoughts on the advice above.

        The Sonos community is always here to help.

        Help others find useful content by clicking the like button and selecting the best answer to your question
        Rich McNabb
        Contributor I
        November 28, 2020

        Hi Simon,

        Can you explain what you mean when you say the “Arc is offline”, please?

        We have a new Samsung Q95T 65" QLED Ultra HD 4K Smart TV that is plugged directly into the router via a network (LAN) cable and then the Arc is connected to the TV via an HDMI cable.

        Would the Arc be using the TV’s hardwired network cable in this scenario or does it work independently and still use the wifi regardless?

        If that’s the case, should I plug the Arc directly into the router via a network cable too?

        Thanks!

        - Rich

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