Sonos Arc audio keeps cutting out.



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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.  

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!

 

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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.

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.

 

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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’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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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.

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

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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 @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

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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.

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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.
 

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

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. 

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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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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.

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

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.

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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.
 

 

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.

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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.

 

 

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.  

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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.

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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. 

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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.  

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