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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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    nac6
    Lyricist I
    September 21, 2022

    I will once it happens again. I was told need to collect it within 10min of problem.

      Airgetlam
      Airgetlam
      September 21, 2022

      I *think* that is generally accurate. Not sure exactly how much data is stored in a diagnostic, since I have never seen one, but I’m sure that it isn’t infinite. And unfortunately, no one has access to that data except Sonos employees, so most of us are guessing based on previous experiments and successful resolutions, without seeing any hard data. 

      Bruce
      Chaos6505
      Lyricist I
      September 29, 2022

      Same problem for me, the sound cut few seconds every like 15 min + a big bzzz sound happen when there is no sound for a moment and a sound occur… e

      I'm connect for my pc Gpu (RTX3080) by hdmi 2.1 (8K) to LG CX, then to the sonos arc (earc hdmi 2.1 provide with the arc)

      It is really annoying :( !!

      Twiceforluck
      Trending Lyricist I
      September 29, 2022

      Just had this happen today for the first time. Sound dropping out for a few seconds every 10 mins or so, sometimes with a crackle/pop noise. When I tried to get into the Sonos App it seemed to be offline, saying the system and app we're on a different network apparently. The only thing I can think of is it somehow connected to my mesh node at the other end of the house which could of confused it, and would be a weak signal, no idea really. I'll monitor it and hope it's a one-off and doesn't happen again (app is back to normal now).

      nathanhainescreates
      Lyricist II
      December 22, 2022

      Incredibly disconcerting that this problem hasn’t been resolved. My Arc is barely three weeks old and had this issue almost instantly. 
       

      I’ve submitted various diagnostic reports to Sonos and the best solution I’ve been recommended is to factory reset our system, which I haven’t had an opportunity to do yet. 
       

      Unless there is a dependable fix soon, I might have to return the arc. 
       

      It’s bonkers to me that this issue can go so widely reported and a solution hasn’t been found. This thread started around 2 years ago!

      kimma
      Lyricist III
      January 23, 2023

      Had this for about a month now. Very annoying. Resetting the whole system has been done without it doing anything.

      nathanhainescreates
      Lyricist II
      January 23, 2023

      Got this sorted on my system. I swapped out my HDMI cable. 
       

      I went all round the houses only to discover it was something so simple. 🤦🏼‍♂️

        kimma
        Lyricist III
        January 23, 2023

        Good tip. Will try that as well.

        ufo
        Lyricist I
        January 23, 2023

        Got this sorted on my system. I swapped out my HDMI cable. 
         

        I went all round the houses only to discover it was something so simple. 🤦🏼‍♂️

        So you swapped the original hdmi 2.1 cable equipped with your Sonos with a new spare one?

        Was the original cable from Sonos the faulty component?

        If yes, please tell me: haven’t ever tought that could be the problem

        tnx

          ufo
          Lyricist I
          January 23, 2023

          Took me months to figure it out, but I have the answer!!!!!!

           

          go to Amazon, buy the $11 cec-less hdmi adapter. I bought this one. BlueRigger 4K HDMI CEC Less... https://www.amazon.ca/dp/B07BFL8TM8?ref=ppx_pop_mob_ap_share
           

          it’s perfect now. My wife no longer hates me.

          Where did you put the adapter? Between the TV and the Sonos?

          Tnx

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