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TheBravoC
Contributor II
January 23, 2024
Answered

Sonos Arc audio keeps cutting out when connected to Samsung TV

Why isn’t this issue resolved? And if it is, what is the actual solution? For a couple years since owning the Arc and all the other prime Sonos Speakers & Sub, everything worked fine. Now, the sound when coming through the TV, will randomly go to near silent for 5-seconds at a time, then resume normal output. My brother has the exact same issue, suddenly- so this isn’t a personal problem - and this problem is all over this troubleshooting website. Why isn’t there a definitive common solution for a very well defined Sonos problem. My “Vizio” (yeah, Vizio) surround system in my bedroom has zero issues. What the heck? Just sayin

Thank you

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    Corry P
    Corry PAnswer
    Sonos Staff
    February 1, 2024

    Hi @TheBravoC 

    Welcome to the Sonos Community!

    As far as I am aware, we are not currently tracking any issues with audio interruptions on Arcs with a Samsung TV (or other brands). I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports, as I suspect that the cause will be local.

    I hope this helps.

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
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    Digizimm
    Lyricist II
    April 15, 2024

    So…

     

    Sonos. Are you and Samsung going to fix the audio issue?  Passthrough is still greyed out for Sony PS5 and Panasonic UB820. Passthrough only works on Vudu App on PS5. 
     

    Please. Please. Fix this! 

    Roloc59
    Lyricist I
    April 16, 2024

    Should not be marked as answered the fix is only temporary and comes back frequently.  Also requires reduced functionality for top tier equipment. Please fix this!!!

      Airgetlam
      Airgetlam
      April 16, 2024

      Perhaps that answer fixed it for the OP? And you’re experiencing a different issue that looks very similar? Have you submitted a system diagnostic within 10 minutes of experiencing this problem, and called Sonos Support to discuss it?

      Bruce
      Roloc59
      Lyricist I
      April 16, 2024

      No and I will try that but the other people saying they are still experiencing the same problem with similar setup is usually a good indicator that there is a larger problem still present.

       

      You’re right though I will certainly try. 

      Airgetlam
      Airgetlam
      April 17, 2024

      The challenge is always that the ‘same symptom’ may be caused by more than one bug. Sonos may have fixed the one the OP was experiencing, you may be experiencing a different one, or have other ‘different’ circumstances. By no means does that mean that you’re not experiencing a problem, it just means the OP’s issue may be fixed, and Sonos needs more information to fix yours. 

      Bruce
        Digizimm
        Lyricist II
        April 17, 2024

        No, it’s a on going issue. Could be an issue with Samsung and Sonos. There isn’t a pass through option anymore for any external devices now. Only in certain apps like Vudu will you get pass through but Netflix prime do not have a pass through option which causes an audio delay and disruption. 

        Corry P
        Corry P
        Sonos Staff
        April 17, 2024

        Hi Everyone

        We’d love to look into this issue for you all. Unfortunately, I could only find one existing case from you all that relates to this issue.

        In order for us to even start the process of an investigation, there needs to be related cases, there needs to be basic troubleshooting done so we can discount other possibilities, and there needs to be documentation of all of this so that the technicalities can be worked out by our engineers methodically.

        So, if any of you would like to see the end of this issue, I encourage you - once again - to please get in touch with our technical support team. I highly recommend that you first submit a support diagnostic immediately after experiencing the issue you all report, and letting the agent you speak to know about it (which can be the next day - as long as the diagnostic is submitted as soon after experiencing the issue as possible, it doesn’t matter how long after that you wait before calling).

        Note that this may be an issue that Samsung needs to address, but we can at least let them know once we understand that ourselves.

        "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
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