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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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    Drawman
    Lyricist I
    November 10, 2021

    New Sonos customer who had audio drop outs. My advice is to not overlook the basics…

    The ARC is installed at the bottom of my TV (Sanus mount), and my TV is mounted to the wall with a full motion Sanus mount.

    I tried so many things to fix the drop out, but decided to try a new HDMI cable. Fixed!

    The Sanus full motion TV mount must’ve pinched the eARC HDMI cable when I was pushing the TV close to the wall.

    I would never have believed that this was the problem. Man, was I relieved because I had poor luck with Sonos telephone support and was ready to return the whole system.

     

     

     

      Noelzemail
      Lyricist I
      February 7, 2022

      Hi, I’m having the same issue. It keeps disconnecting and defaulting to TV speaker. Please help.

       

      Ken_Griffiths
      Ken_Griffiths
      February 7, 2022

      @Noelzemail 

      Have you tried the suggestions mentioned earlier in this thread, such as changing cables, switching off HDMI-CEC on each of the peripherals connected to the TV’s other HDMI ports?

      If so, then perhaps contact Sonos Support via this LINK.

        CindyWing22
        Lyricist I
        February 16, 2022

        I won’t be buying Sonos again. Spent so much money on kit and my arc keeps cutting out

         

         Samsung and Sonos firmware updated yet and can’t even watch some freeview channels 

         

        sonos support said to use the optical cable this was fine for a while but audio keeps cutting out. Wi-Fi is all ok in my house no problems there 


        Avoid Sonos and Samsung at all costs 

         

         

        Ken_Griffiths
        Ken_Griffiths
        February 16, 2022

        I won’t be buying Sonos again. Spent so much money on kit and my arc keeps cutting out

         

         Samsung and Sonos firmware updated yet and can’t even watch some freeview channels 

         

        sonos support said to use the optical cable this was fine for a while but audio keeps cutting out. Wi-Fi is all ok in my house no problems there 


        Avoid Sonos and Samsung at all costs 

        The WiFi isn’t necessarily going to be relevant if you’re talking about the audio input from the TV, as that’s a cable connection - either Optical or HDMI.

        I would check the TV settings and note with optical-audio, some codecs may not work, such as Dolby MAT/Atmos, so perhaps keep that in mind.

        I would certainly ensure the Samsung TV is running on the latest firmware, as that may prove to be helpful too and consider trying a different cable/adapter, if you’re able to do that?

        There’s still the option to speak with Sonos Support Staff too. You can always contact/chat to them via this LINK.

          jgatie
          jgatie
          February 16, 2022

          First thing I'd do is change the HDMI cable.  It's the only thing in both the HDMI-ARC and optical path.

            Nickkettt
            Nickkettt
            Contributor I
            March 13, 2022


            same Issue Here. I Have Sony A80J , I cant watch any Movie with Atmos sound. 
             


             

            Ken_Griffiths
            Ken_Griffiths
            March 13, 2022


            same Issue Here. I Have Sony A80J , I cant watch any Movie with Atmos sound. 
             

            What source App are you using? If it’s Netflix, then ensure you have their (higher level) premium subscription and that Dolby Atmos is shown near to the title of the TV/Show - Also what is the current audio output that’s showing on the now playing screen in the Sonos App when you’re playing any Atmos source?

            Ken_Griffiths
            Ken_Griffiths
            March 13, 2022

            @Nickkettt 

            You perhaps may also find this thread helpful …

             

            Nickkettt
            Nickkettt
            Contributor I
            March 13, 2022

            @Nickkettt 

            You perhaps may also find this thread helpful …

             

            Thanks for answer. Not my issue. I see “Atmos” in the app. Also I have the same issue with the AppleTv . 

            But the Cutting Off are anointed, I hope Sonos fix this. 

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