Contributor I

Sonos Arc audio keeps cutting out.

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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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Ckb917

Lyricist I

Reposting with additional information due to no response from Sonos:

Recently purchased an Arc with two ones and sub directly from Sonos. TV is a brand new Sony 4K UHD LED LCD TV (XBR75X90CH/C). 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.

Connected with support through App, and after two and half hours, no resolution for issue found. Sonos Arc continues to disconnect multiple times per day. Per support’s recommendations, we changed cable out for a different HDMI 2.1 cable with no resolution. System rebooted, shut down, etc multiple times.

For clarification, the Sonos Arc is connected directly to the eARC on the TV and the TV is hardwired to a Google Nest Router. There are no other items connected to the TV.

I have to say, this is my first experience with Sonos and I am legitimately disappointed. A system that costs almost $2k should not have this type of problem right out of the box.

S

Scaramanga

Lyricist II

Hi. I am having the same issue of the arc cutting in/out intermittently. My diagnostic number is 688127900, would be grateful for any input.

V

Valera

Lyricist III

Hi,

I purchased a Sonos Ars soundbar 5 months ago and I really disappointed!!!

This cutting-off issue makes me crazy and it's unbelievable that it's unsolved for more than 5 months!!!

It should be the high-end soundbar of Sonos but it feels like a cheap Chinese copy or something.

I really can't explain to myself why I bought this wannabe “cutting-edge” product if I need to unplug it from power every time I want to use it.

Really disappointed!

Its going worse from day to day!!!

SONOS solve this issue!!!!! Its unbelievable.

Every time I want to sit and watch a TV i need first off all unplug from power this **** soundbar. Im giving it one more week to be solved before i will sell this fake to premium product

S

Scaramanga

Lyricist II

Can Sonos please help ?

K

Kapil_Kesavan

Lyricist II

@Simon B - Any updates pls?

K

KMDudu

Lyricist I

Hi,

I got the Sonos Arc+Sub last week and like everyone else here, have also been running into issues with the soundbar cutting out. For me, it’ll cut out for about 10 seconds before restarting itself and resuming.

My diagnostic confirmation number is 462721318.

Thanks

V

Valera

Lyricist III

Hi,

I purchased a Sonos Ars soundbar 5 months ago and I really disappointed!!!

This cutting-off issue makes me crazy and it's unbelievable that it's unsolved for more than 5 months!!!

It should be the high-end soundbar of Sonos but it feels like a cheap Chinese copy or something.

I really can't explain to myself why I bought this wannabe “cutting-edge” product if I need to unplug it from power every time I want to use it.

Really disappointed!

Its going worse from day to day!!!

SONOS solve this issue!!!!! Its unbelievable.

Every time I want to sit and watch a TV i need first off all unplug from power this **** soundbar. Im giving it one more week to be solved before i will sell this fake to premium product

Nothing? Any update? promise? What going on? Are you a premium company or what?

The soundbar is disconnected from the TV for about a week now, Im being pissed off about this issue and don't want to work around it anymore. WHEN IT WILL BE SOLVED??????

V

Valera

Lyricist III

It happens every time I turn on my Samsung Q90 TV.

Diagnostic number: 1396334532

V

Valera

Lyricist III

It happens every time I turn on my Samsung Q90 TV.

Diagnostic number: 1396334532

Another one: 1902544873

V