Question

Sonos Arc disconnects randomly from all audio sources.

A

Hello everyone.

Since getting the ARC, I keep having issues with the ARC disconnecting from any audio sources. I have a LG B9 TV with the latest firmware installed. There were supposedly fixes for eARC on this release. Randomly no matter what the source, the ARC HDMI port will show its disconnected. This causes the audio to kick over to the TV, then about 5 seconds it shows the HDMI port has been plugged back in and switches back to the ARC.  Dolby Atmos does work from Netflix, Amazon Xbox1X etc, and it seems like when it is on Atmos it dosent do it at all. Its appears to be only with standard non atmos audio. 

 

I have tried the following:

 

  1. Swapped HDMI cables from the ARC to the TV. There is currently a HDMI 2.1 cable plugged in, replacing the stock cable that came with it. To be clear it did it on both the stock cable and the new 2.1.
  2. Changed audio settings on the HDMI port from the TV. There are only two options per HDMI port. Bitstream and PCM. I have changed the settings for both. It still does it no matter which audio is selected.
  3. CEC is enabled. I disabled power save options on all devices hooked up to the TV. I thought that the external devices were powering on and off sending a signal to the TV causing issues. I can say it doesn't do it as often now, but its still happening.
  4. Made sure the ARC is updated with the latest firmware
  5. Made sure the TV is updated with the latest firmware
  6. No network issues. I don't think this would be a network problem anyway because its using the HDMI port

Im running out of ideas to try. At this point I dont think its a external problem. Its either a problem with the ARC, or the TV. The fact that it dosent do it when listening to something in Atmos makes it more confusing. Can anyone think of something else to try or have any ideas? Its not the end of the world, but very annoying.

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16 replies

Simon B
Userlevel 6
Badge +16

Hi @Aaron O. Thank you for reaching out and welcome to the community. Regarding your concern about Sonos Arc that disconnects to your audio sources. I really appreciate all the steps that you've done to resolve the issue. So that we will be able to check in our end. Kindly submit a diagnostic report for us to further investigate the issue. You may reply here with the confirmation number.

Let us know how you get on with the advice above.

If there's any other issue you're having, feel free to reach out.

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S
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I have the same issue, happens every day now.  Didn’t the first week or so.  Just random, switches back to TV speakers, arc seems to re-power itself for no reason, then works again and switches back to audio through the arc.  This is beyond annoying now at this point.  It may be returned faster then it got here if it continues.

Simon B
Userlevel 6
Badge +16

Hi @Stvross, thanks for reaching out.  Regarding your concern about Sonos Arc that disconnects to your audio sources. So that we will be able to check in our end. Kindly submit a diagnostic report for us to further investigate the issue. You may reply here with the confirmation number.

Let us know how you get on with the advice above.

If there's any other issue you're having, feel free to reach out.

Help others find useful content by clicking the like button and selecting the best answer to your question
S
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Hi @Stvross, thanks for reaching out.  Regarding your concern about Sonos Arc that disconnects to your audio sources. So that we will be able to check in our end. Kindly submit a diagnostic report for us to further investigate the issue. You may reply here with the confirmation number.

Let us know how you get on with the advice above.

If there's any other issue you're having, feel free to reach out.

You have pages and pages of ‘diagnostic reports” on this.  I have better things to do then send in yet another, to go with the 100’s of others in this forum.  If it continues, I’ll be returning it, simple as that.  This is not a new or isolated issue.  Don’t treat it as such.

Simon B
Userlevel 6
Badge +16

Hi @Stvross, Thanks for the update. Regarding your concern, We are asking for a Diagnostic report for us to be able to check and see what is wrong and what could be causing the issue. Since every system and diagnostic report differs from each customer because all users have different systems.

The Sonos Community is always here to help

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S
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Hi @Stvross, Thanks for the update. Regarding your concern, We are asking for a Diagnostic report for us to be able to check and see what is wrong and what could be causing the issue. Since every system and diagnostic report differs from each customer because all users have different systems.

The Sonos Community is always here to help

It’s a tv plugged into the arc, can’t be any more straightforward than that.  If you guys can’t get THAT to work, there’s something wrong, hence the pages and pages of complaints.  Sorry I ‘m not getting paid to be your beta tester.  If you’d like that to change, let me know how we can set that up.  Otherwise,acknowledge the problem and issue an ETA to a fix, or this coming back, along with the 2 surrounds and sub.  There are a LOT of competitive products out there that just work, for less than this setup.  AGAIN, not an isolated incident, READ YOUR FORUMS!

Simon B
Userlevel 6
Badge +16

Hi @Stvross, thanks for the update. Regarding your concern, since you’re a Beta user, Kindly reach out to our Beta Community team.

You're always welcome here.

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S
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Hi @Stvross, thanks for the update. Regarding your concern, since you’re a Beta user, Kindly reach out to our Beta Community team.

You're always welcome here.

This explains alot, you can’t even read, or are careless, hence why the issues dont get resolved.

S
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Why don’t you glance over to the right of this page, where it shows “RELATED TOPICS”...look at it!  Here’s what I see:

 

Related Topics

 

 

DISCONNECTS, DROPS OFF, INTERMITTENT AUDIO….seems to be the topics of discussion. 

Simon B
Userlevel 6
Badge +16

Hi @Stvross, thanks for the update, Thank you for bringing this up and we understand where you're coming from. But for us to further check on this issue since every Sonos system and each household is different from one another, that is the reason why we are trying to gather information for a diagnostic to further check on this concern, and Also, since you are a Beta user, your situation may be different from other users reaching out to this forum, that’s why you can also try to reach out from the Sonos beta community for assistance. 

Let us know how you get on with the advice above.

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

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Simon B
Userlevel 6
Badge +16

Hi @Stvross, thanks for the immediate response, We really appreciate you taking out to share your experience with us. Upon review, you said earlier that,

Hi @Stvross, Thanks for the update. Regarding your concern, We are asking for a Diagnostic report for us to be able to check and see what is wrong and what could be causing the issue. Since every system and diagnostic report differs from each customer because all users have different systems.

The Sonos Community is always here to help

It’s a tv plugged into the arc, can’t be any more straightforward than that.  If you guys can’t get THAT to work, there’s something wrong, hence the pages and pages of complaints.  Sorry I ‘m not getting paid to be your beta tester.  If you’d like that to change, let me know how we can set that up.  Otherwise, acknowledge the problem and issue an ETA to a fix, or this coming back, along with the 2 surrounds and sub.  There are a LOT of competitive products out there that just work, for less than this setup.  AGAIN, not an isolated incident, READ YOUR FORUMS!

 

That’s the reason why we are offering the Sonos Beta community for further assistance because upon checking on your profile, It shows that you're a Beta user.

Please be guided as well by the general Guidelines of the Sonos Community Code of Conduct. 

Let us know how you get on with the advice above.

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

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J

Hello, I have an LG 77” C9 series OLED. Every day, I have to fix my “sound out” to HDMI Arc. When I turn my TV off, the next day it's set to the internal speakers. My previous LG E65 OLED, Didn't have this problem with my playbar. It's really frustrating after dropping $$$ on this and having to fix it everyday. Ideas to solve? 

Simon B
Userlevel 6
Badge +16

Hi @Jdiddy79, Thanks for reaching out and welcome to the community. Regarding your concern that it reverts to tv speakers for your LG TV. So that we will be able to check in our end. Kindly submit a diagnostic report for us to further investigate the issue. You may reply here with the confirmation number.

Let us know how you get on with the advice above.

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

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

I knew it wasn’t just me having this issue! I rang Sonos and was told to take a video when the HDMI dropout problem happens which would be so easy if it said on screen “it’s about to happen, get the camera ready” but to my surprise it happens without warning. Same issue as everyone else here, the arc just drops at random times and the tv goes to internal speakers for a few seconds then back on. Happened just a few minutes ago watching a movie, twice about 10 seconds apart. Even bought a boost in case it was a wifi issue with the 2 rear Sonos Ones SL but made absolutely 0 difference.
 

I know it’s not my tv, had Apple TV plugged in the HDMI arc socket and it never dropped out. As an experiment after talking to the Sonos support guy who mentioned it might be the lead that came with the arc, I plugged our Xbox one into that socket using the lead Sonos supplied with the arc and shock horror no issues for 3 hours straight between streaming movies and playing games. Lead goes back into the Sonos arc and hey presto dropouts start again. 
 

About 3 weeks ago I even set the Sonos up on the LG tv as a Philips surround system as recommended on your site because LG doesn’t even show Sonos as an option when setting up connections (starting to figure out why) which worked great, for a week then it remembered it has a frustrating habit to take back up.

 

I’d apologise if this seemed to be a lot to read if it wasn’t for the fact a $1,400 sound bar acts like $2 eBay garbage.

J

Hello Simon B, 
 

I just ran the diagnostics report 1764340891. The TV is off (not sure if that matters). Let me know if I need to run another one with the TV on. Again, when the TV is turned off, it seems that it resets to internal speakers when you put the TV back on. While the TV is on, the Arc and other Sonos speakers seem to stay on/work with no problem. Thank you for the help. Really hoping to find a solution as its a pain to set the sound out to HDMI Arc every single day. 

Simon B
Userlevel 6
Badge +16

Hi @Jdiddy79, thanks for the update. I appreciate you taking the time to submit the diagnostic report, upon checking, I saw that there is Interference in the connections that may be causing the issue. you may check this link for troubleshooting on Reducing Wireless Interference. 

if this won’t work, I'll ask you to kindly contact our phone support team for further assistance and for more in-depth troubleshooting steps.

Let us know how you get on with the advice above.

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

 

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