Sonos Arc Loses HDMI sound signal

Hi @rhancock1972, Thanks for reaching out, and welcome to the community. Sorry to hear that you have the same issue on your Sonos system. so that we can check the current status of your 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.  

Keep us posted on how it goes and we're here to answer any further questions you have.

The code is 

743525859

Hi @rhancock1972, thanks for the update and for sending a diagnostic report of your Sonos system, upon checking, all seems good with all your Sonos products and the Sonos Arc, I can’t detect any issues with the Sonos Arc. I want to ask some questions to further check on this issue. 

• Does it disconnect on the system when watching or listening to specific content or randomly on any content?
• When did it start happening?
• Are there any changes with your setup or the settings on your TV or the Sonos App?
• Is there any error message on the TV or the Sonos App when it drops off on your system?
• have you tried the Find missing product option on the Sonos App when it drops off?

Answers to these questions will help us determine what could be causing this issue.

Keep us posted on how it goes and we're here to answer any further questions you have.

1. It will disconnect randomly (during playback and on startup) when watching content on the TCL (Roku). It will always stay connected to the S2 app and play any music streaming through the app.
2. It started immediately (from date of purchase)
3. I have not changed any settings (other than then wireless channel - per discussion with Sonos phone help)
4. There is no error message - and when I go into the app to re-connect to the HDMI arc, the app indicates that everything is working properly.
5. I have not tried to find the missing product - because the product is never missing.

Hi @rhancock1972, thanks for the update and the information that you provided. 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 should be able to create a troubleshooting ticket for this issue and give additional steps and options about this issue since we can’t find the main cause of this issue with the diagnostic reports on our end. Or if proven that something is broken in your Sonos Arc, then possible options for a replacement for your Sonos Arc

Keep us posted on how it goes and we're here to answer any further questions you have.

I just bought a Sonos arc and a LG CX 77 oled TV. I’ve noticed lately that my arc will drop audio connection when watching Netflix or any app on the native WebOS. It will drop for 1-2 seconds, revert to TV speakers, then revert back to the Sonos arc. My TV says HDMI port is now available as if the signal was cut short. 
 

my diagnostics number is 1080003327

Hi there @DsunMD, thanks for reaching out and sending a diagnostic report of your Sonos system. Sorry to know about this issue that you have with your Sonos system. Upon checking, It did not detect any issues with your Sonos Arc connections. So 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 run further diagnostic tests and give additional options on this issue. 

Let us know how it goes and we're here to answer any further questions you have.

Diag:7272736

Having same issues as others, Arc + SonyTV no configuration changes random drop outs to TV speakers , using multiple sources with same issues.sometimes corrects itself after 15-20 seconds or hardboot of all hardware required.

Hi there @peterthomas1978, Thanks for reaching out, and welcome to the community. I apologize for the late reply. I checked the diagnostic report that you’ve sent. It doesn’t show any issues with your system. It detected that the Wi-Fi capability on your Sonos Arc is disabled since you are on Sonosnet or a hardwired connection. Since you’ve done some troubleshooting steps. If the issue persists, I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps.  

Let us know how it goes and we're here to answer any further questions you have.