Sonos Arc audio keeps cutting out.

Hi @joshamacd, Thank you for reaching out and welcome to the community and on submitting a diagnostic report of your Sonos system. upon checking, It shows that the HDMI Arc is disabled, possibly the CEC on the Samsung TV, you can try to look for the setting of Anynet+ on your Samsung TV and enable it. it also detected Interference on the connections. Kindly check this link to reduce wireless interference on Sonos. 

Enable CEC

Open your Samsung TV System → Turn on Anynet+ (HDMI-CEC). (This option may be also in Expert Settings).

OR

Open your Samsung TV's Sound menu → Switch Speakers to External Speakers (On some Samsung TVs this option may be named Receiver).

Let me know your thoughts with the advice above.

The Sonos community is always here to help.

I seem to have having the same issue since yesterday - just starting doing it, sound cutting in and out.  LG OLD65 2019.  TV to arc via HDMI, Ethernet to the Arc, WiFi for the sub and 2 SL’s for surround.  I tried another hdmi cable, same issue.  If i unplug the hdmi and use the TV audio no problems.  Same issue regardless of content.

After reading this forum last night I tried turning the arc off and on (unplugged power for a few seconds), seemed to fix it, but this afternoon it is doing it again.  Trying unplugging power off and on, that seems to have fixed it again for the moment.  Before I did this power cycle I did a diagnostic, code 1503595116.

I’ve had the system a few months now, no problems up till now.

Hi @Ivanos, thanks for the update and for submitting a diagnostic report of your Sonos system. I appreciate you taking some necessary troubleshooting steps for this issue. Upon checking on the diagnostic information, it doesn't show the right format between your TV and Sonos Arc, so I’ll be asking further questions to check on this issue.

• Is it happening on all content like TV or music content that the sound is cutting in and out?
• Can you check if there are any pending firmware updates on the TV? If there is, Kindly install the update.
• Can you try some content like Netflix, cable box, and check if it happens on all platforms?
• Also, If there are are other things that are connected to the TV like Apple TV box or consoles, cable box, try to unplug them and have only the HDMI E Arc hooked and checked if the issue persists.

Keep me in the know with the advice above.

The Sonos community is always here to help.

It was happening with TV (normal free to air digital TV), seemed to be all stations.  Also with Netflix.   When the diagnostic was taken it was with Netflix (“the last air bender”) using the app on the TV, though I can’t remember if it was playing or paused when i did the diagnostic.

I’ve checked today and everything seems to be up to date already.  

There are no other sources connected to this TV, so its only the E Arc.  

It’s not doing it at the moment, but if/when it recurs I’ll try all the sources.  Should I do several diagnostics, with a variety of different sources while they are playing?

 Thanks!

Unsure if this is related, but I also have a Sonos amp with a pair of speakers and a powered sub (not Sonos), connected to a tv via hdmi, network to Ethernet . Today it strangely suddenly stopped playing sound from the speakers, but the sub was still going. Happened while air playing music to it. Tried playing music via the Sonos app Itself, same thing. I unplugged it’s power and put it back in, fixed and has been fine since. At the time air play or Sonos app playing To the Sonos arc still worked fine. I did a diagnostic while the amp was not working, 1776236025. 

the settings for the amp in the Sonos app looked fine just no sound from the speakers at all, but the bass still coming from the sub. 

it seems like a different thing to my arc problem, but since have not had any issues since I got them and now this together over the last few days, maybe is connected, apologies if not.  The arc has not given problems again.  

hI @Ivanos, thanks for the update and on doing some troubleshooting steps and submitting a diagnostic report of your Sonos system. The Kitchen Sonos Amp shows offline in the report.but since you’ve tried to do a power cycle on the product. but if the issue still persists, I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps.  So that they can give options about what's happening with the Sonos Amp. About your Sonos Arc, everything looks good with the Arc, no issue has been detected on it. 

Let me know your thoughts with the advice above.

The Sonos community is always here to help.

Same problem here. Immensely frustrating. Issue probably arises twice weekly. 

Diagnostic number: 223811885

Hi @Goodmike, Thank you for reaching out and welcome to the community.thanks for submitting a diagnostic report of your Sonos system. Sorry to hear that you have the same issue on the Sonos Arc. Upon checking on the diagnostic information, I see an error on the Sonos Arc “Same Subnet restriction that has been Enabled on the Sonos system”. You may have a player or controller that cannot access the rest of the Sonos system, This could have been a previously working setup that now fails to connect. In some scenarios, it was previously possible to spread Sonos to multiple subnets and still operate but now all parts of a Sonos system must exist on the same network subnet as each other. for further assistance on this issue, I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps for a resolution on this issue. 

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

The Sonos community is always here to help.

I just installed a new Arc a week ago and this has already happened to me twice. I went ahead and unplugged/re-plugged the HDMI cable to the Arc and that restored sound. However, like those above, with this being a common and recurring issue, having to unplug/re-plug every few days is not an acceptable solution. What is the source of this problem? Has there been a fix since the last post in this issue two months ago?

Hi @SHL, thanks for reaching out. Sorry to hear about what’s happening with your Sonos system. since you’ve tried some troubleshooting steps, and the issue persists. 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 some other troubleshooting steps or other options for this issue. 

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

The Sonos community is always here to help.