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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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    Simon B
    Simon B
    Retired Sonos Staff
    July 25, 2020

    Hi @Ben4550, thanks for the update. I appreciate you taking the time to submit the diagnostic report, Upon checking on the diagnostics report that you’ve sent, I can only see the Sonos Boost that is online, Kindly unplug for at least a minute, and replug it back in for all other Sonos products that you have so we can check if that will work. 

    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
    Evanvar
    Contributor I
    July 26, 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.

    Already done that, no updates yet ……..

    Simon B
    Simon B
    Retired Sonos Staff
    July 28, 2020

    Hi @Evanvar, thanks for the update, May I ask for the confirmation number for the Diagnostic report, So I can assist you further on 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
    redel
    Lyricist II
    August 13, 2020

    I’m having this issue too. I pretty much have to power cycle the speaker every time i want to use it with my TV (the sounds works fine when just playing music). Has anyone been able to resolve this issue?

    Simon B
    Simon B
    Retired Sonos Staff
    August 13, 2020

    Hi @redel, thanks for reaching out. Thanks for bringing this up and we understand where you're coming from. Regarding this issue. I’ll ask you to submit a diagnostic report for us to investigate further 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.

    Help others find useful content by clicking the like button and selecting the best answer to your question
    redel
    Lyricist II
    August 14, 2020

    Hi Simon, I just sent another diagnostics over, the code is 2060929079.

    The speaker is connected to the eARC port of my 2020 Samsung The Frame television. I have the eARC setting on the TV turned off because when it is set to Auto, i get zero sound whatsoever. 

    These sound issues apply to all the content i’m trying to watch so it’s not related to a particular streaming service. 

    Really need some information on what is going on here. Should i just return the speaker?

    Simon B
    Simon B
    Retired Sonos Staff
    August 14, 2020

    Hi @redel, thanks for the update. I appreciate you taking the time to submit the diagnostic report. Upon checking the diagnostic report. I can’t see any issues with the Sonos Arc. there is a Wireless Interference being detected that could cause this issue. Kindly check this link about reducing wireless Interference for reference. 

    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
    redel
    Lyricist II
    August 15, 2020

    I’m still having to restart the speaker every time i use it to prevent the sound from cutting in and out. Is there someone i can speak with about this? 

    Simon B
    Simon B
    Retired Sonos Staff
    August 15, 2020

    Hi @redel, thanks for the update. Thanks for bringing this up and we understand where you're coming from. You may call our phone support team for further assistance on your 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
    khaz22
    Avid Contributor III
    August 16, 2020

    After a month of the sound working without cutting out, the issue started again this afternoon.  Diagnostics number: 1078195634.

    Hoping to hear a fix is coming soon on the issue.

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