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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
    August 25, 2020

    Hi @michaelback, 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 there are Audio dropouts detected on the Sonos Arc. Kindly check this link about TV audio stops and skips for some 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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    Rfitz
    Lyricist I
    September 8, 2020

    Same issue here diagnostic report submitted 1426112764. Power cycling via unplugging generally fixes it for the day. Tried a few different HDMI cables. Connected to a Samsung frame issue persists on any app: Spotify, YouTube, Netflix, YoutubeTv or playing direct from an iPhone so seems unrelated to source and unpredictable. Some weeks no issue. Some weeks it's everyday. 

    Kristijan
    Lyricist II
    September 19, 2020

    Hi All,


    Similar problem. Sonos Arc connected to my Samsung Q95T via the eARC port. Every now and then when I turn my TV on, which also turns on the Sonos Arc, the audio output will go silent every few seconds for a couple of seconds. 
     

    Like others, I pull the power to the Sonos Arc and put it back in. That fixes it for a couple of days, after which the problem crops up again. 
     

    Ive submitted diagnostic report 704742872. 
     

    Thanks,

    Kristian

    Simon B
    Simon B
    Retired Sonos Staff
    September 19, 2020

    Hi @Rfitz, Thank you for reaching out and welcome to the community. Thank you also for sending a diagnostic report of your Sonos system. Upon checking on the diagnostic information. i can’t see any issues with your Sonos Arc. and since you’ve done some troubleshooting steps. I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps. 

    Let me know your thoughts 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
    Simon B
    Simon B
    Retired Sonos Staff
    September 19, 2020

    Hi @Kristijan, Thank you for reaching out and welcome to the community. Thank you also for sending a diagnostic report of your Sonos system. As I check the diagnostic information it shows that there is wireless interference being detected on the player. Kindly check this link about reducing wireless interference on Sonos. thanks for trying to do the unplug and replug of the Arc from the power source. 

    Keep me in the know 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
    Kristijan
    Lyricist II
    September 21, 2020

    Hi @Kristijan, Thank you for reaching out and welcome to the community. Thank you also for sending a diagnostic report of your Sonos system. As I check the diagnostic information it shows that there is wireless interference being detected on the player. Kindly check this link about reducing wireless interference on Sonos. thanks for trying to do the unplug and replug of the Arc from the power source. 

    Keep me in the know with the advice above. 

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

    Hi Simon,

     

    Thanks for getting back to me. Can I clarify something with you? I’m able to get a physical network cable to my ARC, but not to my SUB, which is on the other side of the room without a network port.

     

    Am I able to run a network cable into the ARC, and disable the wireless network, but still connect to the SUB wirelessly? I seem to have issues trying to do that.

     

    What I did do while I had the ARC physically cabled into the network, was change the wireless channel that was being used from 1 to 11 (as I’m unable to do it on the network route/access point that I have). So I’ll see if this makes any difference. With no way of being able to reproduce the problem, it’ll just be a matter of if the problem reoccurs.

     

    Regards,

    Kristian

    Simon B
    Simon B
    Retired Sonos Staff
    September 22, 2020

    Hi @Kristijan, thanks for the update and the information that you provided. About your concern, You may observe the connections for now after changing the Sonosnet channels from 1 to 11. If the issue persists, let us know. 

    Keep me in the know 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
    Kristijan
    Lyricist II
    September 24, 2020

    Hi @Kristijan, thanks for the update and the information that you provided. About your concern, You may observe the connections for now after changing the Sonosnet channels from 1 to 11. If the issue persists, let us know. 

    Keep me in the know with the advice above.

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

     

    Hi Simon,

     

    Unfortunately, changing from 1 to 11 has made the problem reoccur more frequently. I’ll try the other wireless channel that’s available and see if that produces any better results.

     

    Are you able to clarify my question from before? Am I able to run a network cable into the ARC, and disable the wireless network, but still connect to the SUB wirelessly? I seem to have issues trying to do that.

     

    Regards,

    Kristian

    Simon B
    Simon B
    Retired Sonos Staff
    September 25, 2020

    Hi @Kristijan, thanks for the update. About your question about having the Sonos Arc hardwired but disabling the wireless on it. The Sonos Sub needs to be hardwired either to the router or to the Sonos Arc to have it working, that is if you will disable the wireless capability on the Sonos Arc. 

    Keep me in the know with the advice above.

    The Sonos community is always here to help.

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    joshamacd
    Lyricist I
    September 25, 2020

    I’m having the same issues, I have a Samsung Q90T 2020 tv and experience the audio cutting out every 20 to 30 seconds. Below is my diagnostic report:

    142906882
     

    Any help would be appreciated but I have tried most of the steps listed in previous posts...

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