Skip to main content
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?

    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.
    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.

    View in thread

    205 replies

    Show previous replies
    ard2k
    Contributor I
    December 27, 2020

    Another one - Samsung Q90 with Arc... Cut out issues from any Dolby Atmos signal, no issues with Sky HD but issues from Xbox Series X, Netflix app etc.

    Are Sonos going to accept they may have an issue here rather than keep asking users to turn it off and on again? It's an intermittent issue and only on this specific signal source.

    Diag: 1569354547

    tommybailey
    Lyricist I
    December 31, 2020

    I have been having this same issue with a new Sonos Arc (owned for about a month). Intermittent cutting out on any programming that we watch directly from the TV or through the Apple TV.

    Sonos Arc connected to 2020 Samsung The Frame 65 inch

    Diagnostic: 2033333364

    Ken_Griffiths
    Ken_Griffiths
    December 31, 2020

    I have been having this same issue with a new Sonos Arc (owned for about a month). Intermittent cutting out on any programming that we watch directly from the TV or through the Apple TV.

    Sonos Arc connected to 2020 Samsung The Frame 65 inch

    Diagnostic: 2033333364

    I would perhaps also keep an eye out for TV firmware updates from Samsung in relation your matter. I understand they have acknowledged some issues with some models and (hopefully) issuing some updates to fix them at their end. 

      BartMalami
      Lyricist II
      January 1, 2021

      Hi, the same issue with Sonos Arc and Samsung the Frame 2020. I did everything that was suggested in previous posts. Problem still exist. Please help.

      diagnostic report number: 833712213

        Simon B
        Simon B
        Retired Sonos Staff
        January 1, 2021

        Hi there @BartMalami, Thanks for reaching out and welcome to the community, and thanks for sending a diagnostic report of your Sonos system. Sorry to hear that you have the same issue with your Sonos Arc. I checked and can’t see any issue detected on your Sonos Arc. If you’ve already filled and tried the troubleshooting steps advised above and the issue persists. I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps.    


        Keep us posted on how it goes and 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
        BartMalami
        Lyricist II
        January 2, 2021

        Hi @Simon B, thanks for quick answer. Hope that phone support will resolve my issue. I will call on Monday.  

        Simon B
        Simon B
        Retired Sonos Staff
        January 2, 2021

        Hello there @BartMalami, thanks for your update. If you have any questions or run into any other issues, please do not hesitate to contact us. We are always happy to assist you.

        Help others find useful content by clicking the like button and selecting the best answer to your question
        Buffman
        Lyricist I
        January 14, 2021

        I have the Beam connected to a LG TV. I also have Shield TV connected to my television. Recently the Beam hasstarted cutting out ( either for a second or permanently) when watching TV . No such problem occurs when streaming music through the app. Other than switching the Shield and LG on and off, I have not found a solution.

        Bubulubu
        Lyricist I
        January 17, 2021

        I'm having the same issue, I literally just bought the speaker and the sound cuts off every single time I use it. 

        Diagnostic report: 1518486781

        AJPendleton
        Lyricist I
        January 18, 2021

        Same issue.

        I have just bought an Arc, Sub and Ones to go with a new Hisense 75U8F TV for watching Netflix.

        Every few mins the sound switches to the TV speakers and then back after a second or two.

        I have tried off and on, switching formats, checking for TV software updates.

        Show more replies
        Terms & ConditionsAccessibility statement