Sonos Arc Loses HDMI sound signal

Hi @Mideem. Thank you for reaching out and welcome to the community. Regarding your concern about the Sonos Arc loses sounds and reverts back to TV sounds. 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.

Thank you, I’ve now reset the Arc and set up the sound via the hdmi cable and all works as normal. Diagnostic number is 1742104729. 
 

Once the Arc loses the Sound signal, I’ll submit a new diagnostic number. 

Hi @Mideem. Thanks for reaching out and the update. I appreciate your time submitting a diagnostic report. I'm glad to know that the Arc is working fine now.

If you need help, just feel free to get in touch with us. 

The Sonos Community is always here to help.

This is happening to me every few days too. Very annoying. Temporarily fixed by unplugging TV (also Samsung). Would really appreciate a permanent fix - no issues with Playbar for many years. Obviously a different product with different connection and different functionality but upgrading to a brand new Sonos product should not feel like a step backwards. 

Hi Simon,

As predicted, the Samsung tv and Sonos arc sound bar has lost connection via the hdmi arc port and the sound only comes out of the tv speaker. When i try to reconnect the sound bar via the Sonos s2 app, I get the error, Anynet + ( hdmi-cec) not connected, please try again.

if I try changing the sound output on the tv to the hdmi port, nothing happens and the sound continues to come out of the tv speaker. I also checked the tv menu and Anynet + ( hdmi-cec) is activated. 

Sonos Arc works fine for music via the S2 application and Spotify  

New diagnostic number is 1476353021. 
 

i own multiple Sonos products and have always been very satisfied, but this is increasingly annoying on such a high end sound bar. 

My diagnostic number is 88431584.

Hi @Mideem, thanks for the update. Upon checking on the diagnostic report that you sent. We were able to see a timeout on the Arc status, You may need to check with our Phone support team for further assistance regarding the issue. 

Hi @andya41, Thanks for reaching out and welcome to the community.  I appreciate you taking the time to submit a diagnostic report regarding the issue. Upon checking on the diagnostic report, It shows that there is also a timeout we detect on the Arc status, we can suggest if you can try some basic troubleshooting. unplugging and replugging the E Arc cable to check if that will work.

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

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

Still not working.

Hi @andya41, Thanks for the update. Since it is still not working. I’ll ask you to Kindly contact our phone support team since it is the same issue. They’re open Monday to Friday, from 9 am to 10 pm EST. Our phone support number: 1-800-680-2345. 

Hi Simon,

i appreciate the prompt response, but it’s not very helpful. What could be causing the timeout? can you give any troubleshooting ideas? Calling Sonos phone service in Europe isn’t easy since the line is only open during business hours.