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riesm
Contributor I
June 29, 2020

Sonos Arc keeps losing TV connection and shows connection issue

Every time I turn on my TV, the Sonos Arc doesn’t switch to the TV input (it is set to do so automatically). When I try to do this manually in the Sonos S2 app, the following error message shows:

Connection Issue

We’ve detected an issue with your HDMI connection. We’ll help you fix it.

Cancel | Fit it

When I click “Fix it”, the TV connection wizard starts with the following steps:

  1. Please run on your TV è It is on already so I click “My TV is on”
  2. Connecting with HDMI-ARC è Continue
  3. Look for the ARC port on your TV è I found the ARC port
  4. Connect your Arc to ARC è I’m connected to ARC
  5. Connecting… è We are not getting a signal
  6. Try again starts over with step 4 resulting in step 5
  7. Try again, but now I set my TV’s output to HDMI2 (i.e. my HDMI-ARC port). I see the Sonos groovy 50’s lines and when I now click “I’m connected to ARC” the message shows “TV setup complete”
  8. Click done
  9. Set my TV to any source to play some content and the Arc plays music (and the Sonos App shows it’s connected)

But as soon as I turn off my TV and turn it on again, I need to do the same setup process over and over. The fun thing is that it worked flawlessly with my Playbar and Sonos Beam which I had previously with the same TV and rest of the setup.

My TV is a LG OLED 55B6V

Please advise, because this is getting really annoying.

Diagnostiscs:

  • 942656442 – TV on, no sound from Sonos Arc, Arc still set to music
  • 1693472006 – TV on, sound is now working.

 

 

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26 replies

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EH917
Contributor I
January 16, 2022

I have a Vizio TV and a Sonos Arc. I have all of the issues with intermittent outages detailed by others on this forum.

 

I’ve rebooted everything dozens of times to no avail.

The only device I have connected in addition to the TV and the Sonos is my Comcast cable box.

 

When it’s just the TV streaming Netflix or Amazon Prime, no issues whatsoever with the Sonos.

 

When it’s just the TV and the cable box without the Sonos, no issues whatsoever.

I have tried putting a CEC-less adapter simultaneously at each end of the HDMI cable to the Comcast box. Still doesn’t help with the intermittent wonky behavior.

Airgetlam
Airgetlam
January 16, 2022

Odd. I have two Arcs, both connected to Vizio TVs of different vintages, but no Comcast connection, just DirecTV and Apple TV, with an occasional Xbox thrown in. No dropouts or wonkiness whatsoever. 

What did Sonos support say when you submitted a diagnostic and called them? 

Bruce
EH917
Contributor I
January 16, 2022

Could you kindly provide the link to how to provide diagnostic and call them? I can try that Tuesday.

Airgetlam
Airgetlam
January 16, 2022

Here you go: 

submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it.

Bruce
EH917
Contributor I
January 16, 2022

Thank you, Bruce. Much appreciated. Will do.

    Airgetlam
    Airgetlam
    January 16, 2022

    Most welcome. Sorry for the simple cut and paste from my ‘standard’ reply, but it had all the information you were asking for.

    And I expect that the reps will be seeing something in that diagnostic that would takes many times back and forth before we could begin to suss out the situation, shortcutting that process will likely ease your frustration level. And get you back to enjoying your system. Sometimes, hard data trumps anecdotal investigation ;)

    Bruce
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