Sonos Arc audio keeps cutting out.



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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.  

How is the sound quality of the Arc vs the Beam?

 

Hi Peter,

I hardwired the Arc into the router and then Samsung released an update for the tv which seems to have fixed the cutting in/out issue. We’ve got 15 Sonos products so I’m looking to add a Boost to have it on it’s own network as the Wi-Fi is patchy in certain areas of the house (this happened when I moved the router to be closer to the Arc).

 

I’ve never owned a beam so can’t provide a comparison between this an the Arc. However, I do really like the sound it produces.

Hope this helps :)

- Rich

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Sonosnproducts do seem to be quite sensitive to wireless interference and drop outs can occur. It's advised to run an Ethernet cable into the Sonos arc/playbar/beam to avoid any drop outs 

That may be true, but these drop outs have nothing to do with wireless interference, thats just a lame excuse from Sonos to pass the blame.

My dropouts occur at points where I know its not got anything to do with wireless interference, and besides, the ARC is connected via eARC connection, so audio should pass fine, internet drops/interference should not effect a wired connection from tv to sonos arc.

 

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Sonos products do seem to be quite sensitive to wireless interference and drop outs can occur. It's advised to run an Ethernet cable into the Sonos arc/playbar/beam to avoid any drop outs 

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.  

How is the sound quality of the Arc vs the Beam?

Userlevel 6
Badge +16

Hi @Rich McNabb, thanks for the update. When it says The Arc is offline, it’s either that it is powered off completely or it is offline and not connected to the network. The Sonos Arc can either be connected through Wi-Fi or hardwired via an ethernet cable. For a more reliable connection, if the Sonos Arc is near the router, you can have it directly hardwired and check for any differences or improvements on the issue. 

Please, feel free to let me know if you require any further information.

The Sonos community is always here to help.

Hi Simon,

Can you explain what you mean when you say the “Arc is offline”, please?

We have a new Samsung Q95T 65" QLED Ultra HD 4K Smart TV that is plugged directly into the router via a network (LAN) cable and then the Arc is connected to the TV via an HDMI cable.

Would the Arc be using the TV’s hardwired network cable in this scenario or does it work independently and still use the wifi regardless?

If that’s the case, should I plug the Arc directly into the router via a network cable too?

Thanks!

- Rich

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Hi @Rich McNabb, thanks for the update and thanks for sending another diagnostic report, upon checking the report, it shows that the Sonos Arc is offline this time. and there are interference and low bandwidth of connections on the other speakers. You may check his article about Reducing wireless interference on Sonos for some troubleshooting steps. 

Let me know your thoughts on the advice above.

The Sonos community is always here to help.

Thanks for the quick response I’ll give them a call on Monday. Thanks!

 

In the meantime I ran another diagnostic (1474439627) while the arc was cutting in an out. Would you mind doing a quick check on that so I have all the info I need when I call support next week, please?

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Hi @Rich McNabb, Thank you for reaching out, and welcome to the community. Thanks for submitting a diagnostic report of your Sonos system, upon checking, the diagnostic report, it shows that the Sonos Arc is working fine, the issue that showed up on the diagnostics is with the other speakers which are not getting enough bandwidth of connections. We’ll take this further, I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps. They may ask for remote access for further assistance and additional steps and options for this issue. 

Let us know what you have in mind with the advice above.

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

Hi,

I’m having the same issue, I’ve:

  • Tried different HDMI cables in case that was the issue
  • Power cycled the TV and ARC (work for a little while)
  • Reset the ARC and set-up from scratch
  • Removed surround speakers in case they were causing the issue
  • Ensured TV (also new) is plugged directly into a LAN cable for maximum download speeds.

Diagnostic report number - 1571715648

Any help would be much appreciated :)

- Rich

Userlevel 6
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Hi folks, thanks for the information that was provided and I apologize for this ongoing issue. Kindly visit the main thread about this issue on the Sonos Arc audio drop out concern for any recommendations and update about this issue. 

Keep me in the know with the advice above.

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

I Lied - Another Update...so, in all my back and forth with Sonos, they ended up keeping one of my cases open and a very responsive and seemingly-knowledgeable support rep has been corresponding with me.  One of the first things he said - and this was the first time I got anything like this from Sonos - is that there is a KNOWN ISSUE with eARC TVs, and with those TVs, the symptom is a periodic complete loss of audio.  And they are apparently working with Samsung to resolve.  My Samsung Frame TV is a 2019 version with regular HDMI/ARC (i.e. not eARC).  And my symptom of the audio cutting in/out, like someone is pressing the mute/un-mute button every 1-2 seconds, is, according to him, not a common issue.  This strikes me as odd, given there are so many posts in this topic, and others, that seem to raise the identical issue.  And the diagnostic shows the HDMI/ARC port to be inactive when the symptom is occurring.  None of this is novel - we all suspect it’s a software/firmware issue on the TV side (and apparently not just Samsung TVs), but just wanted to confirm with the community...for those of you with regular HDMI/ARC connections (not eARC), does your TV periodically [allegedly] shut down the HDMI/ARC port and you’re left with audio cutting in/out until you either hard-reboot your TV or unplug/re-plug the HDMI cable to the Arc?  I told the rep to just go read a few of these topics in the community and he’d see I’m not alone in this, but they’re treating my issue like something unique, albeit with no real optimism for a solution. :face_palm_tone1:

I have an eARC on my 2020 75” Samsung frame TV and I also have my sound cut in/out when I first turn my tv on in the morning. It happens every morning not just a couple of times a week. My kids have just learned to unplug the arc and plug it back in. I pre-ordered the arc system with sub earlier this year and it finally arrived July 2020. The sound is great but the connectivity issues are frustrating for the amount I spent on this system. I haven’t done any diagnostics with Sonos because I have no hope they will solve it. I keep checking periodically  in these forums for a fix. I hope on comes soon 

I’m having the same problem as everyone else, and the weak responses from Sonos are concerning. (WiFi interference … seriously?) I think I will return my Sonos Arc and leave a negative review on Amazon to let others know before they purchase the Arc. This may be the only way Sonos will actually address the issue.

Here is my take. Sonos, I think you know exactly what the problem is and are unable to fix it. Might be a physical problem with the hdmi port, but this is a systemic problem. So it’s time to own it. I would like my unit replaced with one that has a more recent manufacturing date. And yes I’ve gone through every single suggested fox you’ve offered for the last 4 months.

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Reading through all the months of comments with customers experiencing e-Arc incompatiblily with the Sonos Arc and Samsung Frame 2020 model TV’s, SONOS HOW DO YOU FIND IT ACCEPTABLE THAT THIS IS STILL AN ISSUE FOR YOUR CUSTOMERS. WHY HAS THIS NOT BEEN FIXED . PLEASE CONTACT ME TO ARRANGE A REPLACEMENT SOUND BAR to replace the faulty one you sold to me. 

I have the same issue …m y initial Arc was returned to the retailer who was aware of other problems, said it was a manufacturing fault and replaced it. The new one was fine for 6 weeks until last night when it started happening again 

 

my diagnostic fault number is 809839053

 

my retailer has referred it to Sonos but I am ready to take it back for a refund and get a Samsung soundbar ...its clear that this product is not fit for purpose and I am not willing to spend my time rebooting and reconfiguring what is supposed to be a premium product 

 

the plethora of comments on here and other fora make it clear that this is a widely occurring failure rather than a random ad hoc failures 

I can only agree with you. I have contacted the local support and they were nice and willing, but Murphy’s law doing it s thing the problem did not happen when I was on the call…. but the again the next time I powered it all. I’ll keep trying but it is surprising this does not create more ripples as I see so many occurrences of this problem being raised.

Hi,

I purchased a Sonos Ars soundbar 5 months ago and I really disappointed!!!

This cutting-off issue makes me crazy and it's unbelievable that it's unsolved for more than 5 months!!!

It should be the high-end soundbar of Sonos but it feels like a cheap Chinese copy or something.

I really can't explain to myself why I bought this wannabe “cutting-edge” product if I need to unplug it from power every time I want to use it.

Really disappointed!

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Hi @Alceste, Thank you for reaching out and welcome to the community. Sorry to hear that you have the same issue with your Sonos Arc. Upon checking the diagnostic report of your Sonos system, I can’t see anything wrong with the diagnostic information. So that we can check this further. I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps.  

Let us know what you have in mind with the advice above.

The Sonos community is always here to help.

Hi, 

I am having the same issue as others here, the only difference I see is that it grew in frequency. Initially it would happen once or twice per week, and now it’s every single time I start the sound systems to watch something on the TV. My Diagnostic number is 512796646.

Thanks

Userlevel 6
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Hi @sparkymark75, thanks for the quick update. For this scenario that it is an ongoing issue even after doing a power cycle on the Sonos Arc and doing some necessary troubleshooting steps. I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps. They should be able to check on this issue thoroughly and give alternative options for a resolution on this issue. 

Please, feel free to let me know if you require any further information.

The Sonos community is always here to help.

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Hi @sparkymark75, thanks for reaching out and for sending a diagnostic report of your Sonos system. Sorry to hear about the issue with your Sonos Arc. Upon checking the diagnostic information, it shows that the HDMI EArc status is offline. Since you tried to unplug and replug the cable from the EArc port and power cycled the Sonos Arc, and it still shows offline. We’ll take this further. I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps.  

Hi @Simon B 

Just to clarify, the sound on the ARC returned once I power cycled it. However as mentioned by others above, this isn’t a long term solution. It seems to happen for me when I bring the TV out of standby. The TV is a Samsung Q80T (UK version).

Userlevel 6
Badge +16

Hi @sparkymark75, thanks for reaching out and for sending a diagnostic report of your Sonos system. Sorry to hear about the issue with your Sonos Arc. Upon checking the diagnostic information, it shows that the HDMI EArc status is offline. Since you tried to unplug and replug the cable from the EArc port and power cycled the Sonos Arc, and it still shows offline. We’ll take this further. I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps.  

Let us know what you have in mind with the advice above.

The Sonos community is always here to help.

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It happened to me again this morning. I’ve submitted a diagnostic; 1286106442

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Ah, ok.  Well, there goes my exciting theory - I thought I was on to something.

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