Sonos Arc audio keeps cutting out.

Agree here, wireless interference or not, I don’t see why that would effect dropouts over HDMI, WiFi should have absolutely no effect on the HDMI connection. Also since when did any device using WiFi not have WiFi interference, that’s a common issue, and if the Sonos ARC can’t cope without crapping out there is a serious issue with this device.

I am having the same issue, but not with the TV sound. It’s when I stream music from Sirius XM. Unplugging the device every few days to temporarily fix it is not a solution. Please advise when you will correct this problem. 

Hi @hmf4, thanks for reaching out. Sorry to hear that you have the same issue with your Sonos Arc. Thanks for alerting us about this issue and we are closely monitoring this concern, as many users are having the same issue. I’ll have this consulted with our specialists for further checking. 

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

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

Same thing happening for me - samsung Frame TV (2020 model).

I usually just unplug the power from the Arc then plug it back in and it works again for a day or two, but just like everyone else, I don’t think this is an acceptable solution for such an expensive soundbar.

I’m happy to submit a diagnostic report, but after reading the thread, it seems there’s really no point. I just have to wait until there’s an actual resolution.

Have the same problem with cutting in and out and believe that is a Sonos issue.

1.  It’s fixed when Unplugging and replugging the ARC.

this method is not acceptable and hence tried a couple of other methods after reading both of these work without the need to to do option A above.

have found a couple of options to remedy the issue every day.  But still not acceptable.

2.   Going into advance sound settings on the TV and 1) switch sound to PCMI 2) Click the auto select sound for Dolby off and on.   Then need to switch back from PCMI to auto once working correctly

100. Just recently discovered that playing music from Spotify via my phone before turning on the TV avoids the issues.   Currently my best solution.  Still a pain but tells me it’s the ARC.  

hope this works for others

Hi,

I have the same issue with a Samsung 90T, and I’ve tried all of the solutions mentioned over the last month or so.

Such as but not limited to; power cycling, removing all other devices, trying different input devices, checking settings on tv, updating firmware on tv, turning off Alexa, turning off CEC, checking the type and quality of the HDMi cables/ports.

I’ve submitted a diagnostic: 265717871

I’m happy to conduct further testing and provide any results.

Hi @Gaffney90, Thank you for reaching out and welcome to the community and for sending a diagnostic report of your Sonos system. Upon checking on the diagnostic information, it shows that the Arc status is disabled. Kindly re-enable the CEC on the TV and thanks for doing all necessary troubleshooting steps as our team is continuously monitoring this issue. I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps and to create a case ticket for this concern.

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

The Sonos community is always here to help.

I’m also experiencing this issue. I have a 3 week old Samsung Q80T and my Arc is a week old. It happened today for the first time. I turned my TV on and the sound kept cutting in and out. Had to power cycle my Arc to resolve it. I have my TV connected to the Arc via the eArc port. I will take a diagnostic the next time it happens.

After a couple of weeks of _not_ experiencing the intermittent audio problem with the Arc, I may have discovered a contributing factor.  CAVEAT - I have a Samsung Frame TV, and I see several people in this topic with non-Frame TVs, so not sure if I’ve actually discovered a smoking gun.  In any event…

Since my last post, in my efforts to troubleshoot, I switched on the “TV Autoplay” setting for my Sonos Arc in the app.  Since that time, I have not experienced the intermittent audio problem.  However, yesterday afternoon I switched TV Autoplay back to OFF, and that evening, when I turned on the TV, the intermittent audio problem resurfaced. I’m thinking that’s not a coincidence.

So, why would I switch off TV Autoplay in the first place?  As those of you with Frame TVs are likely aware, the TV has a motion sensor that will turn off the standby art display to save power.  If I’m playing music through my Sonos Arc (from any source other than the TV) and the TV art display has turned off due to no motion in the room, as soon as motion is detected, and the TV resumes the art display, Sonos apparently thinks that the TV has been switched on (i.e. the HDMI/ARC port comes back to life) and the Sonos music playback stops  (which is behaviour you’d probably expect from Autoplay if you were actually turning on the TV).  I noticed this  back when I had my Playbar connected to this TV, which is why I initially switched Autoplay off.  I found it annoying that everytime my art display came out of sleep mode, it would kill the music playback.

It would seem Sonos is probably doing exactly what it’s designed to do - detecting the state of the HDMI/ARC port into which it’s connected - but only when you have TV Autoplay switched on.  The Samsung TV is apparently shutting down that HDMI/ARC port when it shuts down the art/standby display (due to the motion sensor), and wakes the port up again when the display wakes up, even though the display is only the standby art display, and not the actual television (if that makes sense).  If the Sonos TV Autoplay is switched off, it apparently isn’t checking to see if the TV HDMI/ARC port is alive, and that’s when I get the intermittent audio, until I unplug/replug the HDMI cable (or power cycle the Arc). 

Not sure what this all means in terms of resolving this issue.  Might there be a way for Sonos to regularly check the state of the HDMI/ARC port whether or not TV Autoplay is switched on?  It doesn’t seem quite right to me that Sonos is only detecting the power state of the HDMI/ARC port if TV Autoplay is switched on (if that is indeed what’s happening)

In the case of non-Frame Samsung TVs, I can only guess that the HDMI/ARC port on the TV shuts down as part of some power saving scheme as well, although not linked to an “art display” motion sensor. 

Figured I’d share this information with the community as I hadn’t seen any specific references to the TV Autoplay setting when I scanned the posts.  Curious to know if any of you experiencing this issue have noticed the same correlation to the TV Autoplay setting in the Sonos app.

I’ve also shared this with Sonos Tech Support. 

Unfortunately, I always have the TV Autoplay option enabled in my setup, and I experienced the sound issue today. Perhaps that is particular to your setup?