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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Hi
Enable ARC and CEC
In the Sony TV's Home menu, go to Sound Settings → Switch Speakers to Audio System
NOTE: The setting above also may be in the Quick Menu or Options Menu, depending on the model of the Sony TV.
You may check this link from Sony for some other steps for Bravia Sync.
Let us know how it goes and we're here to answer any further questions you have.
Hi Simon, Thanks for your response. I checked with Sony Customer Care and ensured CEC is enabled. But after that also couple of times i faced the sound cutting out issue. Here is the new diagnostic report 1990753681. Appreciate your help in fixing this issue.
Replace HDMI cable exact same issue from start of purchasing the Arc (which has been 2 days). Replacing HDMI Cable fixed the issue (been 2 hours since it cut out before doing this cut out happened every 15-20 minutes), its an easy fix try it.
Was playing on my series x last night when audio decided to just completely drop for no reason, had a hard time getting it back as well.
I was using uncompressed 5.1 at the time.
Backed out to dash on xbox and tried different formats, like stereo uncompressed, bitstream dolby, all worked, uncompressed 5.1 and 7.1 gave no audio.
To me this is an eARC issue, either on the sonos or LG CX or both.
It’s getting so annoying, Sonos need to work together with all the major TV manufacturers to sort these issues out.
eARC is not fit for purpose, in its current state.
Reposting with additional information due to no response from Sonos:
Recently purchased an Arc with two ones and sub directly from Sonos. TV is a brand new Sony 4K UHD LED LCD TV (XBR75X90CH/C). Connection through eARC. Sound stops working frequently, as in, two to three times every movie, show, etc. Would appreciate any help - submitted diagnostic report #1479701409.
Connected with support through App, and after two and half hours, no resolution for issue found. Sonos Arc continues to disconnect multiple times per day. Per support’s recommendations, we changed cable out for a different HDMI 2.1 cable with no resolution. System rebooted, shut down, etc multiple times.
For clarification, the Sonos Arc is connected directly to the eARC on the TV and the TV is hardwired to a Google Nest Router. There are no other items connected to the TV.
I have to say, this is my first experience with Sonos and I am legitimately disappointed. A system that costs almost $2k should not have this type of problem right out of the box.
Hi. I am having the same issue of the arc cutting in/out intermittently. My diagnostic number is 688127900, would be grateful for any input.
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!
Its going worse from day to day!!!
SONOS solve this issue!!!!! Its unbelievable.
Every time I want to sit and watch a TV i need first off all unplug from power this **** soundbar. Im giving it one more week to be solved before i will sell this fake to premium product
Can Sonos please help ?
Hi,
I got the Sonos Arc+Sub last week and like everyone else here, have also been running into issues with the soundbar cutting out. For me, it’ll cut out for about 10 seconds before restarting itself and resuming.
My diagnostic confirmation number is 462721318.
Thanks
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!
Its going worse from day to day!!!
SONOS solve this issue!!!!! Its unbelievable.
Every time I want to sit and watch a TV i need first off all unplug from power this **** soundbar. Im giving it one more week to be solved before i will sell this fake to premium product
Nothing? Any update? promise? What going on? Are you a premium company or what?
The soundbar is disconnected from the TV for about a week now, Im being pissed off about this issue and don't want to work around it anymore. WHEN IT WILL BE SOLVED??????
I *think* that is generally accurate. Not sure exactly how much data is stored in a diagnostic, since I have never seen one, but I’m sure that it isn’t infinite. And unfortunately, no one has access to that data except Sonos employees, so most of us are guessing based on previous experiments and successful resolutions, without seeing any hard data.
It happens every time I turn on my Samsung Q90 TV.
Diagnostic number: 1396334532
It happens every time I turn on my Samsung Q90 TV.
Diagnostic number: 1396334532
Another one: 1902544873
It happens every time I turn on my Samsung Q90 TV.
Diagnostic number: 1396334532
Another one: 1902544873
Another one: 1069433248
Another one - Samsung Q90 with Arc... Cut out issues from any Dolby Atmos signal, no issues with Sky HD but issues from Xbox Series X, Netflix app etc.
Are Sonos going to accept they may have an issue here rather than keep asking users to turn it off and on again? It's an intermittent issue and only on this specific signal source.
Diag: 1569354547
I have been having this same issue with a new Sonos Arc (owned for about a month). Intermittent cutting out on any programming that we watch directly from the TV or through the Apple TV.
Sonos Arc connected to 2020 Samsung The Frame 65 inch
Diagnostic: 2033333364
Confirmed I can reproduce this in any netflix show on the roku using any surround sound. Not just Atmos.
I have not been able to reproduce this in other apps such as the Apple TV. I think this must either be a netflix app stream encoding or surround sound decoding problem.
Userlevel 6
+16
Hi there
Keep us posted on how it goes and we're here to answer any further questions you have.
fyi. lg requires HDMI-CEC for Sound out over HDMI ARC. Could it be that Sonos Arc needs to be updated to handle signals from LG HDMI-CEC or ignore it?
Hi
Going to try this Amazon.com: Lindy HDMI CEC Less Adapter, Female to Male (41232): Computers & Accessories
And if that doesn’t work then this Amazon.com: HDFury Arcana: Electronics
Userlevel 6
+16
Hello there
I have the Beam connected to a LG TV. I also have Shield TV connected to my television. Recently the Beam hasstarted cutting out ( either for a second or permanently) when watching TV . No such problem occurs when streaming music through the app. Other than switching the Shield and LG on and off, I have not found a solution.
I'm having the same issue, I literally just bought the speaker and the sound cuts off every single time I use it.
Diagnostic report: 1518486781
Same issue.
I have just bought an Arc, Sub and Ones to go with a new Hisense 75U8F TV for watching Netflix.
Every few mins the sound switches to the TV speakers and then back after a second or two.
I have tried off and on, switching formats, checking for TV software updates.
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