Sonos Arc Loses HDMI sound signal

Hi @Mideem Thanks for the update. Thanks for bringing this up and we totally understand where you're coming from. There could be a couple of things on why the system is detecting timeout on the Arc status. You can try to unplug and re-plug the E-Arc cable from the Arc and the TV.  You may also check CEC, E-ARC, and/or other settings for the TV if it is enabled. You may refer to the TV’s user manual or settings to check for the CEC. After doing these steps. Kindly submit a diagnostic report so we can further check what could be causing the issue.

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

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

I just had the same thing happen with my new arc. I unplugged the HDMI cable and was able to reconnect. If this is a continuing problem…. big problem 

Hi @ryephillips, thanks for reaching out. Regarding your concern about the loss of signals. If it reoccurs. I’ll ask you to submit a diagnostic report for us to investigate further what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this issue. 

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

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

I am seeing this same issue with my Arc and a LG OLED TV. I can get the Arc to recognize and set up the CEC connection, and then after a period of time the sound drops out and my LG indicates a source no longer available on the ARC HDMI port. I have to power down both units, unplug the HDMI cable, and reconnect everything. 

Hi @dindale, Thanks for reaching out and welcome to the community. Thanks for bringing this up and we understand where you're coming from. Regarding on this issue about losing Arc connections to your TV. I’ll ask you to submit a diagnostic report for us to investigate further what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this issue.  

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

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

HI everyone, 

I just had the arc delivered today and I seem to be experiencing the same thing as described above. So it would be very helpful to know if you guys found a fix for this. 

I own an LG OLEG E7 TV. Had the PlayBar since 2013 and never had any issues with that one. 

Best, 

Rasmus

Hi @Rasmus Krogh, Thank you for reaching out and welcome to the community. Sorry to hear about what’s happening with your Sonos Arc, so that we can have a better picture on the status of your current Sonos system, I’ll ask you to submit a diagnostic report to investigate further what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this issue.  

Let us know what you have in mind with the advice above.

The Sonos community is always here to help.

Hi Simon, 

I’ve forwarded the diagnostics now and the reference number is: 1907767747. 

Whenever I turn on the tv, the Sonos arc has lost connection to the TV and any attempt to establish the HDMI-ARC connection to the TV fails. In order to make it work again requires a hard reboot of both TV and sonos arc (unplugging the power chords) and unplugging the HDMI cable to the Sonos Arc. 

It will leave the connection established for some time, but suddenly the TV’s internal speakers take over and connection between TV and Sonos Arc is lost again. Any attempt to reconnect to the ARC results in a message in the Sonos S2 App, claiming that the HDMI-ARC connection to the tv cannot be established. 

While trying to isolate the core of the problem, I’ve found out that it appears to be the cable box from my local cable operator that could be the issue. If I disconnect the cable box HDMI connection to the TV when I power up the TV, the Sonos Arc work just fine. If I boot the TV with the cable box connected to the TV (and the Sonos arc not working), unplugging the HDMI cable from the box and reconnecting the Sonos Arc via the TV’s HDMI Arc connection reestablishes the connection. It seems there is some sort of HDMI interference going on with the cable box. I seem to have read of similar cases on the forum and any help on how to resolve the issue would be much appreciated. 

Thanks!

Rasmus

Hi @Rasmus Krogh, Thanks for the update and for sending a diagnostic report of your Sonos system. Sorry to hear about this ongoing issue. Upon checking the diagnostic information, It shows that there are a couple of issues on your Sonos system, some speakers have dropped off the system, CEC error or not enabled. And same Subnet restriction has been enabled on your Sonos system. We’ll take this further. I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps.  They may require remote access to your device controller and do additional troubleshooting steps for these issues. They should be able to give options for this concern.

Please, feel free to let me know if you require any further information.
We're here to answer any further questions you have.

I am having the same issues...TCL series 8 TV. I have to constant unplug the soundbar for it to reconnect. I have called telephone support - somewhat helpful. Seem to fix the problem for a very short period of time. They had suggested I change wireless channels - btw my systems has wired connections. Not sure if I can continue to use this product if it continues to disconnect.