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Hi All,

I have Sonos everywhere, but have recently (1 week ago) upgraded my old Playbar to the new Arc soundbar. I am using it with a Gen 1 Sub.

It’s connected via the eARC HDMI port to a brand new 2020 LG CX 65” TV, which passes ATMOS with no problem.

Now the ….sometimes the Arc seems to ramp its own volume down to zero. It takes a few seconds to do it, and if I turn it back up, it does it again. This will affect all sources (Sky set top box, Amazon Fire box and Xbox Series 😵. The only way to stop it is to pull the power cord and reboot. Then it seems to work fine….for a day or so before exhibiting the same behaviour.

Any ideas what is going on? (Edited to say - nobody is using Alexa when this happens)

I am also not noticing much in the way of “surround” sound from the Arc. Even using Netflix or Disney+ sources with Dolby Vision and Atmos soundtracks I really don't hear much if anything to the sides or top. I was expecting more…..

This leads me to think something is wrong - but the app does show the Dolby Atmos logo and “about my Sonos” on my laptop says the Arc is receiving DD+. Strangely though, the TV does not pop up the “Dolby Atmos” indicator. It does show “Dolby Vision”, but the only time I have seen the TV actually show the Atmos indicator was immediately after I unplugged and replugged the Arc.

Anyway - any ideas on this one as well ???

Hi @adm1.

Thanks for reaching out and welcome to the community! Let me help you figure this out.

To better understand what’s going on, kindly submit a diagnostic report through the Sonos app when the issues occur, and reply with the confirmation number. I'd start by reviewing your system,  it will help in identifying what's possibly causing the issues.

 

Looking forward to hearing from you soon.

Hi There and thanks for the reply. I have taken a diagnostic for the system and the number is: 23414821

I took the diagnostic just after the Arc had started turning the volume down - it had gone from high to low over about the last minute or so. This was while watching a Dolby Atmos film on Netflix and the Sonos App showed Dolby Atmos, but I heard basically nothing in terms of side or height channels, so I’d appreciate if you can tell if those channels were firing.

 

The Arc has been TruePlay tuned twice in the room - which is about 20” x 10” with a 10” ceiling. The Arc and TV sit in the middle of one of the long walls.

Hi there @adm1.

Thanks for your response and effort in submitting the diagnostic.

Is the issue happen only when using TV audio, have you tried to test audio playback using a music service to confirm the issue only occurs with TV audio?

Upon checking the diagnostic, I was able to verify the volume level of the player but we need to continuously trigger multiple diagnostics to start comparing audio levels. There are also different types of errors that were detected by the system and I see that your speakers are losing connection to your network frequently. This could cause audio interruptions, though it shouldn't affect TV audio.

 

Due to the nature of this issue,  it would be best to reach out to Sonos Support so we can take a closer look at this in real-time and expedite the process. I suggest our phone team for they have more resources available on their system for advanced troubleshooting, and the tools our agents can use would be very useful in this case, there can be an advantage if they need to remote into the controller to see what's going on.

 

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

What was the resolve on this issue? Just ran into it myself. 
 

Thanks!

It turned out that the buttons on the top of the unit were faulty. The unit was replaced under warranty by Sonos. Diagnostics showed the buttons being pressed, but there was nobody or nothing near the unit when this was happening.

 

You can test this by turning off the touch controls for the Arc in the app. If it no longer happens with them turned off, then you have found the issue.

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