Sonos Arc audio keeps cutting out.

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191 replies

K
Userlevel 1
Badge +2

I had this problem yesterday and this morning. I had to power cycle the Arc to overcome. There was a Sonos update yesterday, not sure if that was related. 1590010709 is my diagnostic number.

Simon B
Userlevel 6
Badge +16

Hi @andrew richards, Thanks for reaching out and welcome to the community. thanks for taking the time to send a diagnostic report, Upon checking on it. it shows that the Arc status of the Arc is disabled. You can try to unplug and re-plug it on the Sonos Arc and the TV.

Hi  @Kamenrider, Thanks for reaching out, and thanks for taking the time to send a diagnostic report. Upon checking on it, the diagnostic shows everything is normal in your Sonos Arc. Kindly contact our phone support team for further assistance so we can further check what could be causing the issue. 

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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K
Userlevel 1
Badge +2

It’s encouraging to see a response from the staff.  I’ve not had a reoccurrence of the problem and will leave it at that for now especially given your findings. Your support staff can deal with people with more important issues.

Simon B
Userlevel 6
Badge +16

Hi @Kamenrider, thanks for the update. I’m hoping it will not cause any other issues in the future.

If you need help with any other information, Please be sure to let us know.

The Sonos Community is always here to help.

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D

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?

I have the same issue. My diagnostic number is 1533580006.

Nickkettt
Badge


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


 

Simon B
Userlevel 6
Badge +16

Hi @D Thall, Thanks for reaching out and welcome to the community. Thanks for taking the time to submit a diagnostic report. Upon checking the diagnostic, I saw that the Arc status is disabled. You may check the HDMI Arc or E-ARC cable if it is connected to the correct port. Also, try to unplug and re-plug the HDMI ARC/ E-ARC cable on the Arc and the TV.

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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U

Hi,  I have the same issue.  A couple of days after installing the arc is cuts out every few seconds.   The hdmi used is the one that came with the unit and my tv has earc (Samsung 90t).  The only way to fix is to pull the unit off the wall and unplug and replug the power.  This can’t be the solution and I need a fix that’s permanent.  After day or so it repeats.

C

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


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?

K
Userlevel 1

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

Simon B
Userlevel 6
Badge +16

Hi @Ugotsurbed, Thanks for reaching out and welcome to the community. I appreciate you taking the time to do some basic troubleshooting to resolve the 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 issue. 

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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Ken_Griffiths

@Nickkettt 

You perhaps may also find this thread helpful …

 

N

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. 🤦🏼‍♂️

U

 

N

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!

K
Userlevel 1

Good tip. Will try that as well.

Simon B
Userlevel 6
Badge +16

Hi @Ugotsurbed, thanks for the update. I appreciate you taking the time to submit the diagnostic report. Upon checking on the diagnostic report, I saw that the Arc status is on error timeout. you may try to unplug and replug the HDMI Arc cable from both ends and replug it back in, and check if there are any improvements on the sound.

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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K
Userlevel 2
Badge +4

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.

N

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

 

Simon B
Userlevel 6
Badge +16

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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K
Userlevel 1
Badge +2

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

 

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

Nickkettt
Badge

@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. 

Simon B
Userlevel 6
Badge +16

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.
 

Help others find useful content by clicking the like button and selecting the best answer to your question
Nickkettt
Badge


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?

Yes. I have the Netflix  premium Suscripcion.
I see “Atmos” in the Sonos App when I play movies with Atmos sound. Is not the issue, I have Cutting off when its play movies. 
 

Thanks for answer! And I hope Sonos fix this issue. 

 

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