Contributor II

Question

Sonos Arc, No sound until reboot

19 replies
6429 views

Hi,

I have a new Sonos Arc that will not play any sound from my Apple TV unless I restart the Apple TV.

Also with my XBox One I can only get sound to the Arc if I turn off my TV and turn it back on.

I notice that when I finally see the light flash green on the Arc then the sound (and remote) works again.

Never had these issues with the Playbar.

TV: Sony XBR-75X900E

Setup: Device → HDMI in on TV → HDMI ARC out to Sonos Arc

Suggestions to fix? Rebooting devices and TV to make the sound work is really annoying.

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

Show previous replies

U

upipp2

Contributor I

@Annazel S what do you suggest I do.

Do I return the product or are there any troubleshooting steps I can follow?

Annazel S

Retired Sonos Staff

Hi @upipp2.

Thanks for your response.

I reviewed these diagnostic reports but there are no registered players detected by the system.

This condition can be due to the controller and Sonos is not connected on the same network, or commonly it can come as a result of wireless interference.

Are you perhaps using an incompatible network configuration or hardware that does not meet our system requirements?

Alternatively, it might be best to reach out to Sonos Support so they can take a closer look at this in real-time.

I suggest contacting phone support for they have more resources available for advanced troubleshooting like sharing your controller screen with the technician is one of their useful tools.

The toll-free contact number is 1-800-680-2345

Their hours of operations are Mon-Fri 10:00 AM - 9:00 PM EST.

If you have any other questions or concerns, please do not hesitate to reach out.

Help others find useful content by clicking the like button and selecting the best answer to your question

J

joshni21

Contributor I

@Annazel S

Sorry to bother, I am having the same issue.

My new Sonos Arc will stop playing sounds once in a while. The only way to fix it is to restart my Sony 950G TV. Unplugging the Sonos Arc power does not fix it. Can you please take a look at my diagnostic? My diagnostic number is 1698920879.

thank you!

Annazel S

Retired Sonos Staff

Hi @joshni21.

Thanks for reaching out and for your effort in submitting the diagnostic, I’d be glad to help.

I reviewed the diagnostic report and there’s no issue detected on your system.

Is it also happening during music playback?

You may try to check this article that provides common fixes for TV audio interruptions while using Sonos home theater speakers.

Hopefully, that solves it but if not, please submit a new diagnostic report, so I can see if there’s anything else causing this issue.

Let us know how it goes and if you have any other questions or run into any issues, please do not hesitate to reach out.

Help others find useful content by clicking the like button and selecting the best answer to your question

J

joshni21

Contributor I

@Annazel S

My Sonos Arc stops playing sounds from my TV randomly. I can use it to play music via the Sonos app. But, there's no sound when I'm watching YouTube, Netflix and or other streaming services.

The only way to fix it, is to restart my Sony X950G. Once the TV resets, the Sonos will play sound from my TV again. However, this fix only last for a few days/hours. Then , the next time I turn on my TV, the sound will not play again.

Here's my new diagnostic number 421701087. My Sonos Arc just stopped playing sounds again. My last reset was yesterday.

Annazel S

Retired Sonos Staff

Hi @joshni21.

Thanks for your response.

I reviewed the diagnostic report and got the same result, I just noticed that the audio format is on PCM.

If the above advice for common fixes for TV audio interruptions was followed, it might be best to reach out to Sonos Support so they can take a closer look at this in real-time.

I suggest contacting phone support for they have more resources available for advanced troubleshooting.

The toll-free contact number is 1-800-680-2345

Their hours of operations are Mon-Fri 10:00 AM - 9:00 PM EST

If you have any other questions or concerns, don’t hesitate to reach out.

Help others find useful content by clicking the like button and selecting the best answer to your question

A

Akamplis

Lyricist I

I’ve been having the same issues with my Sony 850H. Is this by chance an issue with Sony? It makes no sense. I have had the Sonos Arc since July and all of a sudden in the last week or two many of my streaming apps now have no sound. I have to turn the TV on and off multiple times to get any sound to play and as of today, that trick no longer works. I messaged customer support and they told me to call the applications developers. That is ridiculous!

B

Bernado

Trending Lyricist III

I’ve been having the same issues with my Sony 850H. Is this by chance an issue with Sony? It makes no sense. I have had the Sonos Arc since July and all of a sudden in the last week or two many of my streaming apps now have no sound. I have to turn the TV on and off multiple times to get any sound to play and as of today, that trick no longer works. I messaged customer support and they told me to call the applications developers. That is ridiculous!

I have to say Sonos support really seems to have gone downhill, reports of substandard responses like that are becoming depressingly familiar in this forum.

Annazel S

Retired Sonos Staff

Hi everyone. Thank you for your patience in this. We appreciate the time and effort you've spent troubleshooting with us here in the community.

If the above advice was followed and you are still running into trouble, it would be best to reach out to Sonos Support so you continue working with us in real-time.

I’d still suggest contacting phone support for they have more resources and tools available on their system for advanced troubleshooting.

When you have a moment during the week, please give our support number (attached to the above link) a call.

If you have any questions, please feel free to let us know.

Help others find useful content by clicking the like button and selecting the best answer to your question

Sign up

Login to the community