Sonos Arc flat sound and no life in non Atmos.

Same here.

I don’t get Atmos at all because of my TV (Ofcourse not Sonos fault) but, it seems something is seriously wrong with the latest update. My setup is Arc, Sub (gen2) en 2 Play:1’s.  The Arc replaced my Playbar which sounded great. Now it seems I’m suffering from all the (known) problems that come with the Arc or maybe the S2 app. There is almost no bass (even with Sub), volume is much lower than before, and doing Trueplay with my iPhone XS makes the sound very “metalic/thinny”. Really not happy right now. I’m heavily invested in Sonos, so I hope this get’s resolved soon, else i see no other option than to return the Arc. Which would be a shame, cause I was seriously thinking about upgrading my TV to get the full experience. 

HI @Whistler and @danielkea.

Thanks for reaching out to us about your concern.

I would recommend with you the following steps to be done for us to better understand what is going on with the Sonos Arc.

• Play Music on the Sonos Arc and submit a diagnostic.
• Watch regular video/movie like cable or any non Atmos video/movie and submit a diagnostic. (TV source only)
• Watch video with Atmos and and submit a diagnostic. (in TV app Only like Netflix, Youtube, Amazon Prime, etc..)
• Watch video with Atmos and and submit a diagnostic. (from Cable Box  Only like Apple TV, Cable Box, Blueray player, Xbox, etc)

These steps would allow us to clearly understand and make comparisons to be able to understand Sonos behavior. 

Please let me know if you still have further questions or concerns.

Thanks,

This rely concerns me as it appears you do not know what the issue is, I am not a beta tester but rather a consumer of an expensive sound bar so expect not to have to perform such actions to get it to work. I think I am going to return. 

Hi @danielkea.

Thanks for the response.

These information being asked and being recommended are necessary since only through gathering enough data through submitting a diagnostic are we able to understand how and why the Sonos system behaves the way it is not supposed to. 

I may also want to recommend getting in touch with our technical support team for a more in-depth troubleshooting steps to possibly resolve your concern.

Please let me know if you still have further questions or concerns.

Thanks,

As requested:

• Play Music on the Sonos Arc 2140641305
• Watch regular video/movie Apple TV 234048197
• Watch video with Atmos built in 1770794556
• Watch video with Atmos Apple TV 1264664141

Just to add the atmos sounded great on Apple TV, atmos was ok on built in tv, sound on non atmos tv was awful and the music was flat! I REALLY think it must be faulty?

Hi @danielkea.

Thanks for the immediate feedback and for the diagnostics submitted.

I would like to share with you some information common on all the diagnostics submitted.

1. All of them shows the Sonos Arc at the time the diagnostics were submitted to be at volume level 2 which means that it is very low.
2. All of the diagnostic shows Sub at the time the diagnostics were submitted to be at volume 1.
3. All of the surround speakers at the time the diagnostics were submitted to be at volume 1 as well.

These could be the indication why we are unable to hear anything out of your Sonos speakers.

Please try to adjust the volume on the Sonos app and let me know how ti goes.

Thanks,

Yes I had it on low as my partner was on a meeting call, I assure you I am aware how to turn the volume up I was more hoping the diagnostics would help show a difference between atmos and non atmos content. 

Hi @danielkea.

Thanks for the immediate response.

Based on the diagnostic submitted, the Sonos Arc is receiving intermittent signal from the source. I would suggest unplug the HDMI cable from both the TV and the Sonos Arc and plug them back in while TV is turned off. I would also suggest updating the TV firmware along with the Apple TV 4K firmware and reboot the entire system including Sonos.

I would also like to recommend going reading through this topic as one of the Sonos community member was able to make it work with Apple TV 4K.

Please let me know how it goes. We are always here to help out.

Thanks,

If you TV is passing LPCM (like newer LG  Oleds) for 5.1 then you will get 2 channel stereo from the Arc. Change the source, like you Apple TV to output non multichannel pcm audio in non Dolby atmos content by setting it manually to Dolby 5.1 in non atmos content.  I learned this from another thread on here regarding the Apple TV. So there may be a better explanation on this forum than the one I gave.