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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
    August 16, 2020

    Morning after unplugging, and plugging back in, and sound is cutting in and out  again.  This Arc is replacing a Beam, which never experienced this issue.  

      85D
      Trending Lyricist I
      August 16, 2020

      Until there is a definitive solution from Sonos that works across all TV brands, I have found the best solution is to “downgrade” to the optical adapter and give up Atmos, or try a dedicated streaming box such as Roku Ultra or Nvidia Shield TV Pro. I am currently getting good results with Roku Ultra but if it fails within my return period then I will move on to trying the Nvidia. 

      I would have added Apple TV 4K to the list but it seems a lot of people are having problems with that one too. 

      khaz22
      Avid Contributor III
      August 16, 2020

      Until there is a definitive solution from Sonos that works across all TV brands, I have found the best solution is to “downgrade” to the optical adapter and give up Atmos, or try a dedicated streaming box such as Roku Ultra or Nvidia Shield TV Pro. I am currently getting good results with Roku Ultra but if it fails within my return period then I will move on to trying the Nvidia. 

      I would have added Apple TV 4K to the list but it seems a lot of people are having problems with that one too. 

      I think this is probably a nice fix for some, but after attempting, the optical connection is not able to control the volume.  It seems the Samsung remote is not IR, so it will not pair with the Arc.  

      So we sit and wait for a fix, and reseting the Arc is not a solution.

      edanuff
      Lyricist III
      August 16, 2020

      I’ve been experiencing this as well.  Audio cuts out for a second every 3 seconds.  Only thing that resolves it is power cycling the Arc and then it works for a day or so.  Changing settings on the Samsung or power-cycling the Samsung sometimes fixes the problem (although usually not) but the only thing that works every time is power cycling the Arc.  

      Simon B
      Simon B
      Retired Sonos Staff
      August 18, 2020

      Hi to everyone. thanks for reaching out. Thanks for bringing this up and we understand where you're coming from. Regarding this issue, we are closely monitoring this concern about the Sonos Arc Audio crop outs issue. If you’ve done all possible troubleshooting steps above on this thread then I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps.  Also, @khaz22, I appreciate you taking the time to submit the diagnostic report. Upon checking, I can't see any issues with your Sonos Arc. it is connected through pass-thru and there’s one thing that I’ve noticed here is the Codec shows Silence. I’ll suggest you can contact as well our phone support team for further troubleshooting if all basic troubleshooting has been done. 

      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
      chdpowell
      Lyricist I
      August 20, 2020

       

      I just bought the Sonos arc yesterday and the sound keeps cutting in and out. I have already disconnected the power and HDMI from both ends. Diagnostic code is 1192403593.

      Simon B
      Simon B
      Retired Sonos Staff
      August 20, 2020

      Hi @chdpowell, thanks for the update. I appreciate you taking the time to submit the diagnostic report. Upon checking on the diagnostic report, all seems good except for the Codec status which shows Silence. Also, Is it happening on all contents like music and TV? and is it randomly happening? Regarding this issue, I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps.  They may check for other options regarding 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
      crodarte
      Contributor I
      August 23, 2020

      Hi,

      I’m having the same issue as everyone in this thread. I have a 2020 Samsung Q80T. Please your help. My diagnostics confirmation number is: 1819841910.

      michaelback
      Lyricist I
      August 25, 2020

      I’m dealing with the same issues. Cuts out for a few seconds, or for longer. I have to turn my TV off and on again, or some times it fixes itself after a few seconds. It only does it when connected to my TV via HDMI and ARC. My diagnostic is 874047533

      Simon B
      Simon B
      Retired Sonos Staff
      August 25, 2020

      Hi @crodarte, Thank you for reaching out and welcome to the community. Thanks for bringing this up and we understand where you're coming from. I appreciate you taking the time to submit the diagnostic report. Upon checking it shows that the ARC status is disabled. on your Sonos Arc. Kindly unplug the cable from the TV and from the Sonos Arc for 1-2 minutes. and make sure the CEC setting is enabled on the TV.

      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
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