Sonos Arc keeps losing TV connection and shows connection issue



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Hi @riesm, thank you for reaching out and getting our attention to this.

We understand the frustration and I would like to inform you that we have an on-going investigation on the Arc losing the TV signal.

When I checked the diagnostics, the Arc detects the cable connection on both but the ARC is disabled when the Arc has no sound coming out.

To make sure that this is not a different issue from the one currently under investigation.

Please check the HDMI Cable if there are some creases and if the cable is firmly connected on Both ends. Also, make sure the HDMI connection isn’t strained(e.g. too much pulling or twisting forces).

If the cable is secure and fine, check if the optical connection is more stable than the HDMI. If the Optical connection is fine, your issue is related to the reported issue that is under investigation.

The workaround present, for now, is to reboot both the TV and the Arc by unplugging both from power. Rebooting the TV first before the Arc. 

The option is to use the Optical connection until our Engineers can resolve the issue.

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

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