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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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    khaz22
    Avid Contributor III
    July 7, 2020

    As someone who is also experiencing this issue, unplugging the Arc, and plugging back in has been able to fix the issue for a little while (usually about a week).  This cannot be the fix we are expected to continue to utilize for years to come.

    Ugotsurbed
    Lyricist II
    July 7, 2020

    I agree, this cannot be the fix.  My cables are buried in a wall.  No way I should pay $800 for something that requires me to unplug and plug back in.   Please provide a software fix.

     

     

     

      Simon B
      Simon B
      Retired Sonos Staff
      July 7, 2020

      Hi @Ugotsurbed, thanks for the update, Regarding your concern. I'll ask you to kindly contact our phone support team for further assistance and to investigate on this issue.


      They’re open Monday to Friday, from 9 am to 10 pm EST. Our phone support number: 1-800-680-2345

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      Kamenrider
      Avid Contributor I
      July 23, 2020

      I’m now getting this 2-3 times a week and its becoming annoying.

       

      @Simon B How can I get assistance with this please?

      Simon B
      Simon B
      Retired Sonos Staff
      July 23, 2020

      Hi @Kamenrider, thanks for the update, Regarding this issue, after doing and suggesting some troubleshooting steps and the issue still persists, I'll ask you to kindly contact our phone support team for further assistance and for more in-depth troubleshooting steps.

      Let us know how you get on with the advice above.

      We're here to answer any further questions you have.
       

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      Evanvar
      Contributor I
      July 25, 2020

      Same issue, any solutions?

      Simon B
      Simon B
      Retired Sonos Staff
      July 25, 2020

      Hi @Evanvar, thanks for reaching out. Regarding the same issue. I’ll ask you to submit a diagnostic report for us to further investigate what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this concern.

      Let us know how you get on with the advice above.

      We're here to answer any further questions you have.

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      Ben4550
      Lyricist II
      July 25, 2020

      I’m having the same issue with the arc. Keeps cutting in and out and I have taken the HDMI cable as suggested above. Never had this issue with the old playbar. Hopefully a firmware update will fix this issue. Most frustrating. 

      Simon B
      Simon B
      Retired Sonos Staff
      July 25, 2020

      Hi @Ben4550, thanks for reaching out. Thanks for bringing this up and we understand where you're coming from. Regarding your concern about the Sonso Arc, I’ll ask you to submit a diagnostic report for us to further investigate what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this concern.

      Let us know how you get on with the advice above.

      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
      Ben4550
      Lyricist II
      July 25, 2020

      Thanks. Diagnostic report no. 226069333

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