Sonos Arc audio keeps cutting out.

Hi @Rich McNabb, thanks for the update. When it says The Arc is offline, it’s either that it is powered off completely or it is offline and not connected to the network. The Sonos Arc can either be connected through Wi-Fi or hardwired via an ethernet cable. For a more reliable connection, if the Sonos Arc is near the router, you can have it directly hardwired and check for any differences or improvements on the issue. 

Please, feel free to let me know if you require any further information.

The Sonos community is always here to help.

How is the sound quality of the Arc vs the Beam?

Sonos products do seem to be quite sensitive to wireless interference and drop outs can occur. It's advised to run an Ethernet cable into the Sonos arc/playbar/beam to avoid any drop outs 

That may be true, but these drop outs have nothing to do with wireless interference, thats just a lame excuse from Sonos to pass the blame.

My dropouts occur at points where I know its not got anything to do with wireless interference, and besides, the ARC is connected via eARC connection, so audio should pass fine, internet drops/interference should not effect a wired connection from tv to sonos arc.

Hi Peter,

I hardwired the Arc into the router and then Samsung released an update for the tv which seems to have fixed the cutting in/out issue. We’ve got 15 Sonos products so I’m looking to add a Boost to have it on it’s own network as the Wi-Fi is patchy in certain areas of the house (this happened when I moved the router to be closer to the Arc).

I’ve never owned a beam so can’t provide a comparison between this an the Arc. However, I do really like the sound it produces.

Hope this helps :)

- Rich

I have the same issue. I purchased the Arc a week back. In last couple of days I observed this issue one or two times. But today, its keep happening. Here is the diagnostic report number 394631942.  Really approach a help here. Thanks in advance!

Hi @Kapil_Kesavan, Thanks for reaching out, and welcome to the community. thanks as well for sending a diagnostic report of your Sonos system, As I checked the report, it shows that the Sonos Arc’s CEC is disabled, Kindly enable it on your TV settings and observe for any improvements after. I saw that you have a Sony TV, check these steps for steps.

Enable ARC and CEC

In the Sony TV's Home menu, go to Sound Settings → Switch Speakers to Audio System

NOTE: The setting above also may be in the Quick Menu or Options Menu, depending on the model of the Sony TV.

You may check this link from Sony for some other steps for Bravia Sync.

Let us know how it goes and we're here to answer any further questions you have.

Recently purchased an Arc with two ones and sub directly from sonos.  TV is a Sony 4K UHD LED LCD TV.  Connection through eARC.  Sound stops working frequently, as in, two to three times every movie, show, etc.  Would appreciate any help - submitted diagnostic report #1479701409.  Thank you.

Hi Simon, Thanks for your response. I checked with Sony Customer Care and ensured CEC is enabled. But after that also couple of times i faced the sound cutting out issue. Here is the new diagnostic report 1990753681. Appreciate your help in fixing this issue.

Was playing on my series x last night when audio decided to just completely drop for no reason, had a hard time getting it back as well.

I was using uncompressed 5.1 at the time.

Backed out to dash on xbox and tried different formats, like stereo uncompressed, bitstream dolby, all worked, uncompressed 5.1 and 7.1 gave no audio.

To me this is an eARC issue, either on the sonos or LG CX or both.

It’s getting so annoying, Sonos need to work together with all the major TV manufacturers to sort these issues out.

eARC is not fit for purpose, in its current state.