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
    claywd
    Lyricist III
    May 10, 2021

    Going to try this Amazon.com: Lindy HDMI CEC Less Adapter, Female to Male (41232): Computers & Accessories

     

    And if that doesn’t work then this  Amazon.com: HDFury Arcana: Electronics

    Dittmanfam
    Contributor I
    May 15, 2021

    Confirmed the HD Fury Arcana resolves the issue 100% so it’s definitely an issue with the lossy encoding of atmos over Dolby digital plus pass through over hdmi arc instead of eArc to the sonos arc. Likely some edge case between how Netflix encodes atmos and how LG and other manufactures pass through over ARC.

     

    The Arcana splits the hdmi signal, sends audio to the Sonos Arc over hdmi eArc and video to the Lg over hdmi arc. I still have volume controls but now I also have upscaling, reliable atmos, and the ability to force HDR. Love it. Expensive, but worth it overall 

    stian89
    Trending Lyricist I
    May 15, 2021

    Still having this issue with my Sonos Arc + Samsung QE65QN95A + Nvidia Shield Pro 2019.

    Sonos has concluded that the issue is with Nvidia Shield and the way this device is sending the audio signal from Plex over HDMI. Tried different framerate settings and tried the Refresh Rate app. But still no solution. Some much time spent troubleshooting. Really starting to regret buying the Arc..

    MLS11
    Contributor I
    June 27, 2021

    I have an intermittent problem where occasionally the sound drops out for a second and then resumes. I have an Arc, two One SLs and a Sub. My diagnostic report is 1648205849. Thanks. MLS

    Corry P
    Corry P
    Sonos Staff
    June 28, 2021

    Hi @MLS11 

    Does all sound cut out in the room, or is it individual speakers that cut out?

    First, I recommend you unplug the Arc, the Sub, the Surrounds and the TV from power. Once the TV has been off for 30 seconds, plug it and the Arc back in. Please wait until the Arc has a solid white light before plugging in the rest of the speakers.

    If you have a WiFi access point (or router) in the same room, please configure it to only use one 5GHz channel, rather than it being set to Auto.

    Thanks.

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
    CranjisMcB
    Lyricist III
    August 4, 2021

    I have the same issue people here have cited. Freaking annoying as I'm in over 2k on my living room audio setup. The beam worked fine on my Samsung TV but the Arc cuts out every 15 minutes or so. 

    Corry P
    Corry P
    Sonos Staff
    August 4, 2021

    Hi @CranjisMcB 

    If you’ve tried rebooting the TV by unplugging it for a minute or two, I recommend you get in touch with our technical support team, who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
    plundie
    Lyricist I
    October 27, 2021

    I am also experiencing this issue. 
     

    diagnostic report number. 674104049
     

     

    Corry P
    Corry P
    Sonos Staff
    October 27, 2021

    Hi @plundie 

    Have you rebooted your TV by unplugging it from power for 3 minutes? If not, I recommend you do so.

    It looks like rebooting your router will also do some good, but not specifically for TV audio.

    If rebooting the TV doesn’t help, I recommend you try disabling CEC on the other device connected to the TV.

    I hope this helps.

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
      thecodingart
      Enthusiast I
      November 5, 2021

      Just bought a 2020 Samsung Frame and the Arc. Same as everyone here. It cuts out. This is brutal. No fix yet? It’s crazy how Sonos’ canned responses just keep getting dished out to everyone. Trust me, it’s not wireless interference Simon! Are you guys giving refunds or what?

       

       

       

      Sonos still maintain this is a Samsung issue so as far as refunds are concerned I’m affraid it’s “or what”!

      Although this issue exists on far more manufacturers products like my Hisense L9G….

      Show more replies
      Terms & ConditionsAccessibility statement