Contributor I

Sonos Arc audio keeps cutting out.

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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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Pinned Reply By Ken_Griffiths

Same here. Very aggravating. Diagnostic report 490235596.

This used to be an issue with some TV’s, particularly with Samsung and connected sound systems using HDMI-ARC/eARC, where other connected peripherals like Apple TV (as an example) tried to steal the CEC focus.

So maybe try disabling CEC on any other connected devices and then power off all for a few minutes to setup the handshake again and see if that perhaps solves the matter.

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SHL

Trending Lyricist I

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

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sparkymark75

Enthusiast I

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

Simon B

Retired Sonos Staff

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.

Help others find useful content by clicking the like button and selecting the best answer to your question

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sparkymark75

Enthusiast I

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).

Simon B

Retired Sonos Staff

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.

Help others find useful content by clicking the like button and selecting the best answer to your question

A

Alceste

Lyricist II

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

Simon B

Retired Sonos Staff

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.

Help others find useful content by clicking the like button and selecting the best answer to your question

V

Valera

Lyricist III

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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Alceste

Lyricist II

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.

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Bathdave

Lyricist III

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

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