Question

sonos arc drop sound

S

Hi,

 

my new Sonos arc drop sound while watching netflix.

tv:  Samsung 65’ mu8000

Please help!

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10 replies

Kyle A
Userlevel 4
Badge +12

Hi @saharzo2, thank you for reaching out and welcome to the community.

Thank you for taking the time to troubleshoot this and I’ll be assisting you.

Currently, we have an on-going investigation on the Sonos Arc losing the TV audio or the Arc audio dropping.

There’s no timeframe yet for a solution. However, once a fix has been rolled out there will be an announcement.

Either on the Main Community webpage or on the Large Threads on this topic.

I would like you to test if the Optical adaptor connection doesn’t have this issue as the issue only happens on the HMDI-ARC connection.

If you have other concerns, feel free to reach out.

 

 

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S

Hi,

 

Thank you for your reply.

Did i understood you currently? is it widespread with more tv’s than Samsung tv?

Does the fix will roll in firmware update?

 

Regards

Roy

L
Userlevel 5
Badge +11

Hi,

 

Thank you for your reply.

Did i understood you currently? is it widespread with more tv’s than Samsung tv?

Does the fix will roll in firmware update?

 

Regards

Roy

 

I get audio issues on my LG CX,  (sonos ARC dropping the eARC connection)

 

Have to disable/enable eARC setting on TV to get the connection back, happens quite a lot, seems like the ARC/eARC connection is very flakey on the Sonos ARC.

 

I know hdmi ARC can be flakey, but Ive never had it happen so much with previous soundbars, the Sonos ARC needs a fix for this soon.

I
Userlevel 1
Badge +1

this issue is definitely widespread exact same thing happens with my Sony TV 

Kyle A
Userlevel 4
Badge +12

Hi @saharzo2, sorry for the late response.

Yes, it’s widespread; our engineers are currently looking into this issue with the TV manufacturers.

Yes, it could be a firmware update however it could also be a TV firmware update. I recommend keeping an eye out for announcements. 

You could also report the TV model you have to our Phone support; so that your TV model gets checked for the issue as well.

1 800 680 2345 Monday to Friday from 10 am to 9 pm ET for our US support channel.

For other Phone numbers, you can check it at our support page for your country.

If you have other concerns, feel free to reach out.

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S

Hi,

Since I’m from Israel, I would prefer to send the tv models via e-mail.

could you please refer me to the relevant one?

Regards

Saar

Kyle A
Userlevel 4
Badge +12

Hi @saharzo2, thank you for the update.

Unfortunately, our email support has closed down.

However, if you prefer other means; I recommend our Live Chat support.

In the support website, if you don’t have the option for Live Chat.

Select the United States as the country for Live Chat support.

They’re available Sunday to Saturday on weekdays from 10:00 am to 9:30 pm ET and weekends from 10 am to 6 pm ET.

If you need further assistance or if you have other concerns, feel free to reach out.

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O
Userlevel 4
Badge +6

Hi,

 

my new Sonos arc drop sound while watching netflix.

tv:  Samsung 65’ mu8000

Please help!

@saharzo2 , can you provide some more details on your setup? Specifically:

  1. Is the Sonos Arc connected to wifi or ethernet?
  2. Do you use the HDMI cable supplied with the Sonos Arc? 
  3. Are you streaming netflix from the TV, or from an external box? (Which one?)
  4. Are there sound dropouts from other sources (e.g., youtube, a cablebox)?
  5. Does your TV pass Dolby Digital or Dolby Digital 5.1 to Sonos Arc?
  6. Can you describe the dropouts? How often do they occur, for how long? 
  7. Have you submitted a diagnostic report after a dropout?
S

My Sonos arc is connected via Ethernet cable.

My tv is Samsung 65’ mu8000, it only has arc (no eARC connection).

im streaming Netflix via the tv (smart)

my tv is also connected with Ethernet cable.

My tv support Dolby digital.

The drop outs seems randomly.

the only way to get sound back is swipe between the audio sources in the tv.

i did not submit diagnostic report (don’t know how to do that)

O
Userlevel 4
Badge +6

Your problem may be from an issue between Sonos and the Samsung One Connect box. 
 

Since your TV only has ARC, you can connect the Sonos Arc via optical for now. You will not lose any sound quality as both optical and ARC support Dolby Digital 5.1. You will lose CEC functionality, but you can program the remote to control the Arc volume. 

This should solve your current problem until Sonos and Samsung sort this bug out. 
 

 

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