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
    nathanhainescreates
    Lyricist II
    January 23, 2023

    As it happens, I made the classic mistake of not using the HDMI that came with the Arc, but used my pre-existing one which was a very high quality cable. I thought it supported 2.1 but evidentially not. I haven’t had a dropout in over 2 weeks since changing the cable. Maybe it’s even three weeks. 

      GrooveBlender
      Lyricist I
      July 19, 2023

      Replace HDMI cable exact same issue from start of purchasing the Arc (which has been 2 days). Replacing HDMI Cable fixed the issue (been 2 hours since it cut out before doing this cut out happened every 15-20 minutes), its an easy fix try it.

      Dave6969
      Contributor I
      October 1, 2023

      I have had the same issue with my arc going offline and coming back I have tried changing the hdmi cable , hardwired the arc changed to sonosnet and lastly wifi with no fix . 
      the idiots at Sonos can’t help even keep making me do nonsense again and again till I gave up with those morons at Sonos . 
      it’s a shame Sonos have hopeless engineers and for the rubbish support that we get without a fix after wasting our time and efforts doing all their stupid R&D . 
      I use to promote Sonos and sell them but after this no more because of their idiots whom wasted my time for over a year and not even bothering to do an RMA to my rubbish ARC . 

      Ken_Griffiths
      Ken_Griffiths
      October 1, 2023

      I have had the same issue with my arc going offline and coming back I have tried changing the hdmi cable , hardwired the arc changed to sonosnet and lastly wifi with no fix . 
      the idiots at Sonos can’t help even keep making me do nonsense again and again till I gave up with those morons at Sonos . 
      it’s a shame Sonos have hopeless engineers and for the rubbish support that we get without a fix after wasting our time and efforts doing all their stupid R&D . 
      I use to promote Sonos and sell them but after this no more because of their idiots whom wasted my time for over a year and not even bothering to do an RMA to my rubbish ARC . 

      More likely it’s a TV issue with its version of hardware or CEC protocol - very few ever complain of this issue - I guess the most reported is with some Samsung models of TV’s but I guess any TV can be faulty. I would expect everyone to be complaining if it was the Sonos HT product and myself and Son-in-law (and a few friends) use an Arc and we’ve not encountered the issue mentioned, so I would maybe look closer at it perhaps being the TV.

      Dave6969
      Contributor I
      October 1, 2023

      Hi Ken_Griffths

      i had also done that test by disconnecting the hdmi from the tv for a weekend and monitor and it happened so tv is also ruled out. 
      it’s been a year plus I have finding a solution because Sonos support sucks and till they don’t open an rma I can’t do much . 

      Ken_Griffiths
      Ken_Griffiths
      October 1, 2023

      Hi Ken_Griffths

      i had also done that test by disconnecting the hdmi from the tv for a weekend and monitor and it happened so tv is also ruled out. 
      it’s been a year plus I have finding a solution because Sonos support sucks and till they don’t open an rma I can’t do much . 

      Assuming that you’re no longer using SonosNet, what 2.4Ghz channel & channel-width are you currently using with your router? What’s the current SNR reading for your Arc in the Sonos App (Arc room settings - see this Link) and last, but not least, what is your internet download/upload speed average readings from your ISP?

      Dave6969
      Contributor I
      October 2, 2023

      For 2.4 I have used ch 1,6 and 11 

      speed is 200 plus up and down wifi

       Using a unifi udmp and Ap’s all around 

        Ken_Griffiths
        Ken_Griffiths
        October 2, 2023

        For 2.4 I have used ch 1,6 and 11 

        speed is 200 plus up and down wifi

         Using a unifi udmp and Ap’s all around 

        In that case see this link…

        https://github.com/IngmarStein/unifi-sonos-doc

          Dave6969
          Contributor I
          October 2, 2023

          Hi Ken_Griffths
          have checked the link and all settings are as recommended. 

          Ken_Griffiths
          Ken_Griffiths
          October 2, 2023

          Hi Ken_Griffths
          have checked the link and all settings are as recommended. 

          What’s the SNR reading showing on your Arc - is it well above the 25dB level?

          Can you describe the setup in a little more detail too please - both the Network and Sonos and is it a case the Arc disappears just from the controller App, or is the actual audio dropping out. When the issue occurs, does the Arc show as still having an IP address on the LAN? What happens with its status LED, if anything?

          Show more replies
          Terms & ConditionsAccessibility statement