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jinjro
Contributor I
Jun 12, 2020 7:48 AM UTC
Answered

Sonos Arc Samsung Frame TV eARC not working

So I just set up the Sonos Arc soundbar that supports eARC. It works with my 2020 65" Frame TV until I change the eARC setting on the Frame TV to Auto. The sound mutes and I can't get it to play until I turn eARC off. Anyone else have this issue? I’ve messed around with this for a few hours to no avail. 

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    Ditte
    DitteAnswer
    Jan 22, 2021 4:53 PM UTC

    Hi all, yet another note from the dev team:

    We have been working on the ongoing audio problem between the Sonos Arc and several 2020 Samsung TV models. These models support the new eARC connectivity. Samsung TVs prior to and from 2019 do not support eARC and are not seeing this particular problem. Customers will randomly experience a complete loss of audio which requires either the rebooting of the Sonos Arc and/or the rebooting of the Samsung TV. 

    If you are experiencing this problem and you are willing to assist with some short term testing, please contact our customer care department at your earliest convenience.

    Best,

    Ditte

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    668 replies

    Bayshore
    Lyricist I
    Jun 12, 2020 2:24 PM UTC

    I have the same issue with the exact tv and Sonos Arc. I posted the issue on the Samsung site and several people have indicated they are having the same problem.

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      kim.royeng
      Lyricist I
      Jun 12, 2020 11:15 PM UTC

      I have the same issue, with The Frame 2020 and Sonos Arc. No sound when eArc setting is set to Auto. Samsung customer support could not help me. They did a HDMI reset and a factory reset, but nothing changed.

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        jinjroAuthor
        Contributor I
        Jun 12, 2020 11:59 PM UTC

        This is lack of my knowledge, but are we still getting Dolby Atmos sound when HDMI eARC is off? Because I played a Atmos compatible movie and on the Sonos app the Dolby Atmos symbol came up 

         

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        106rallye
        106rallye
        Jun 13, 2020 9:54 AM UTC

        Atmos can be uncompressed, which need eARC, and compressed, within a DD+ container - no eARC needed. You probably heard the latter. For uncompressed Atmos you’d probably also need a Blu-ray player - most streaming is on DD+ Atmos.

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        Michel_16
        Lyricist I
        Jun 13, 2020 1:52 PM UTC

        Same here. Really want to know if this can and will be solved. I bought the Arc for the eArc functionality

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          crodarte
          Contributor I
          Jun 13, 2020 2:45 PM UTC

          Does Dolby Atmos works on The Frame TV? I’m about to purchase a 2020 Frame TV together with a Sonos Arc, but I want to be 100% certain it will output Dolby Atmos.

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            User594217
            Lyricist I
            Jun 13, 2020 6:12 PM UTC

            Same issue here - 55” 2020 frame tv. No sound at all when hdmi e-arc mode set to auto. When set to off, I can hear sound but it keeps jumping in and out / out and on.

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              Airgetlam
              Airgetlam
              Jun 13, 2020 8:19 PM UTC

              Have you communicated with Samsung? I’m not sure there is much Sonos can do about issues upon the TV itself. 

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              Bruce
              kenhayward
              Contributor I
              Jun 14, 2020 8:22 AM UTC

              I have the same problem with the 75 inch Frame and sonos arc. Have reported this to Samsung too

               

              Not clear to me that this is the TVs problem as it thinks it is emitting earc but there is no sound, could be either side

               

              75" The Frame

              Model Code: QN75LS03TAFXZA

              Software Version: T-NKMAKUC-1115 

               

              Sonos arc,sub+2 ones

               

               

               

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                Pangilinan
                Lyricist I
                Jun 14, 2020 3:55 PM UTC

                Same problem here.  Sonos Arc not playing sound with eArc in Auto in my Samsung The Frame 65” (2020).  When pressing the select button during the Audio Output settings of the TV the sound will briefly turn on for a millisecond and then turns off. I have reset the TV and tried different HDMI cables as well. Problem persists.

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