Sonos Arc audio keeps cutting out.


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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Just had this happen today for the first time. Sound dropping out for a few seconds every 10 mins or so, sometimes with a crackle/pop noise. When I tried to get into the Sonos App it seemed to be offline, saying the system and app we're on a different network apparently. The only thing I can think of is it somehow connected to my mesh node at the other end of the house which could of confused it, and would be a weak signal, no idea really. I'll monitor it and hope it's a one-off and doesn't happen again (app is back to normal now).

Same problem for me, the sound cut few seconds every like 15 min + a big bzzz sound happen when there is no sound for a moment and a sound occur… e

I'm connect for my pc Gpu (RTX3080) by hdmi 2.1 (8K) to LG CX, then to the sonos arc (earc hdmi 2.1 provide with the arc)

It is really annoying :( !!

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. 

I will once it happens again. I was told need to collect it within 10min of problem.

Have you submitted a diagnostic and called Sonos support to see what data their might be in it? 

Not sure if my issue is the same.

I have an ARC, LG Oled and Apple TV.

Watching source from the TV apps, the audio randomly drops off for a few seconds and then comes back.

Happens once every few days.

Not sure if the ATV does it also.

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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?

We had a similar issue with our LG C1 and the Arc.  I changed the sound output to the TV speakers and then back to eARC.  That seems to have cleared up the issue here.

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.

Same here. Very aggravating. Diagnostic report 490235596. 

Took me months to figure it out, but I have the answer!!!!!!

 

go to Amazon, buy the $11 cec-less hdmi adapter. I bought this one. BlueRigger 4K HDMI CEC Less... https://www.amazon.ca/dp/B07BFL8TM8?ref=ppx_pop_mob_ap_share
 

it’s perfect now. My wife no longer hates me.

I have recently got the sonos arc

And it has been perfect for about 2 weeks

And i am now having this issue of the odd stop out for a few seconds quite regularly

Diagnostic report:

1347903807

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I had this problem about a month ago, and I went through the suggestions mentioned here, and then purchased 8K HDMI cables to ensure I have everything needed to run smoothly, and the sound cut out again last night watching HMO Max through ATV.  The movie was 5.1, although I thought it was a known issue with Atmos.  

Hopefully there is a fix coming soon, because the suggestion of unplugging all electronics is not a solution.


same Issue Here. I Have Sony A80J , I cant watch any Movie with Atmos sound. 
 

What source App are you using? If it’s Netflix, then ensure you have their (higher level) premium subscription and that Dolby Atmos is shown near to the title of the TV/Show - Also what is the current audio output that’s showing on the now playing screen in the Sonos App when you’re playing any Atmos source?

Yes. I have the Netflix  premium Suscripcion.
I see “Atmos” in the Sonos App when I play movies with Atmos sound. Is not the issue, I have Cutting off when its play movies. 
 

Thanks for answer! And I hope Sonos fix this issue. 

Have you tried switching the HDMI port from eARC to Arc to see if that solves your issue?

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same Issue Here. I Have Sony A80J , I cant watch any Movie with Atmos sound. 
 

What source App are you using? If it’s Netflix, then ensure you have their (higher level) premium subscription and that Dolby Atmos is shown near to the title of the TV/Show - Also what is the current audio output that’s showing on the now playing screen in the Sonos App when you’re playing any Atmos source?

Yes. I have the Netflix  premium Suscripcion.
I see “Atmos” in the Sonos App when I play movies with Atmos sound. Is not the issue, I have Cutting off when its play movies. 
 

Thanks for answer! And I hope Sonos fix this issue. 

 

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@Nickkettt 

You perhaps may also find this thread helpful …

 

Thanks for answer. Not my issue. I see “Atmos” in the app. Also I have the same issue with the AppleTv . 

But the Cutting Off are anointed, I hope Sonos fix this. 

@Nickkettt 

You perhaps may also find this thread helpful …

 


same Issue Here. I Have Sony A80J , I cant watch any Movie with Atmos sound. 
 

What source App are you using? If it’s Netflix, then ensure you have their (higher level) premium subscription and that Dolby Atmos is shown near to the title of the TV/Show - Also what is the current audio output that’s showing on the now playing screen in the Sonos App when you’re playing any Atmos source?

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same Issue Here. I Have Sony A80J , I cant watch any Movie with Atmos sound. 
 


 

First thing I'd do is change the HDMI cable.  It's the only thing in both the HDMI-ARC and optical path.

I won’t be buying Sonos again. Spent so much money on kit and my arc keeps cutting out

 

 Samsung and Sonos firmware updated yet and can’t even watch some freeview channels 

 

sonos support said to use the optical cable this was fine for a while but audio keeps cutting out. Wi-Fi is all ok in my house no problems there 


Avoid Sonos and Samsung at all costs 

The WiFi isn’t necessarily going to be relevant if you’re talking about the audio input from the TV, as that’s a cable connection - either Optical or HDMI.

I would check the TV settings and note with optical-audio, some codecs may not work, such as Dolby MAT/Atmos, so perhaps keep that in mind.

I would certainly ensure the Samsung TV is running on the latest firmware, as that may prove to be helpful too and consider trying a different cable/adapter, if you’re able to do that?

There’s still the option to speak with Sonos Support Staff too. You can always contact/chat to them via this LINK.

I won’t be buying Sonos again. Spent so much money on kit and my arc keeps cutting out

 

 Samsung and Sonos firmware updated yet and can’t even watch some freeview channels 

 

sonos support said to use the optical cable this was fine for a while but audio keeps cutting out. Wi-Fi is all ok in my house no problems there 


Avoid Sonos and Samsung at all costs 

 

 

@Noelzemail 

Have you tried the suggestions mentioned earlier in this thread, such as changing cables, switching off HDMI-CEC on each of the peripherals connected to the TV’s other HDMI ports?

If so, then perhaps contact Sonos Support via this LINK.

Hi, I’m having the same issue. It keeps disconnecting and defaulting to TV speaker. Please help.

 

New Sonos customer who had audio drop outs. My advice is to not overlook the basics…

The ARC is installed at the bottom of my TV (Sanus mount), and my TV is mounted to the wall with a full motion Sanus mount.

I tried so many things to fix the drop out, but decided to try a new HDMI cable. Fixed!

The Sanus full motion TV mount must’ve pinched the eARC HDMI cable when I was pushing the TV close to the wall.

I would never have believed that this was the problem. Man, was I relieved because I had poor luck with Sonos telephone support and was ready to return the whole system.

 

 

 

Just bought a 2020 Samsung Frame and the Arc. Same as everyone here. It cuts out. This is brutal. No fix yet? It’s crazy how Sonos’ canned responses just keep getting dished out to everyone. Trust me, it’s not wireless interference Simon! Are you guys giving refunds or what?

 

 

 

Sonos still maintain this is a Samsung issue so as far as refunds are concerned I’m affraid it’s “or what”!

Although this issue exists on far more manufacturers products like my Hisense L9G….

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