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.
Best answer by Ditte
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Hi all, same issues here with Samsung The Frame 55” 2020 with eArc
When I contacted support 2 times in 24 hours they put through the process of troubleshooting I requested the patch but was not able to get it from them.
Its annoying having to power cycle the Arc every 2 days not to mention trying to play dolby atmos using earc on my Samsung the frame 2020 will trigger the sound dropping off completely for 2-3 every 30 minutes or so.
case number 02560667
I contacted support to assist and they said since I had a Arc SL I was out of luck for the existing patch which I find unlikely that there is a different firmware.
… Not fixed: awful audio delay with bitstream from an xbox series x, but i guess, thats a different topic
I had the same problem. The solution was to change Audio out format to Pass-Through, not Auto or PCM. When watching content from your xbox, go to audio --> expert settings to find it.
That fixed it for me at least.
thanks, will try that again, but didnt work the last time, at least not for dolby atmos games
… Not fixed: awful audio delay with bitstream from an xbox series x, but i guess, thats a different topic
I had the same problem. The solution was to change Audio out format to Pass-Through, not Auto or PCM. When watching content from your xbox, go to audio --> expert settings to find it.
That fixed it for me at least.
For those of you who’ve had the *070 beta patch installed by support:
When you claim “it works” could you provide i bit more detail? Have any of you tested with lossless Atmos audio from 4K Bluray or a downloaded movie? Setting earc to auto on my Samsung the frame 2020 and playing lossless atmos will trigger the sound dropping off completely for 2-3 seconds about every half hour. At least that is my experience when I tested with a 4K HDR movie with lossless Atmos (I have tested 5 different movies total).
At the moment, I keep earc off. Then I have no issues for 95% of my family media consumption and only set earc to auto when I want to watch a 4K Bluray movie with lossless atmos. For Netflix and the other streaming services I get atmos without earc enabled as the audio signal is compressed (has been discussed extensively in this thread).
i dont have any issues with the samsung tv apps like netflix, prime and so on. everything was fine. had the issue the audio was dropping all the time. only a reboot of the arc worked. earc and atmos is turned on.
Not fixed: awful audio delay with bitstream from an xbox series x, but i guess, thats a different topic
Just had a call from Sonos who contacted me via email (presumably off the back of this thread). Paul, in Customer Care, was absolutely fantastic and very helpful. We ran a series of diagnostics to confirm the problem (he could see the errors) and then he applied the patch to my Arc. Diagnostics during testing on Netflix then showed no errors. Problem hopefully solved (at least until we get a proper Samsung patch). As many others have commented, this is clearly a Samsung problem and not really Sonos’s fault. My one criticism of them would have been they could have tested their device with this Samsung range, given they are the most popular TVs in the world - they could have safely assumed that this pairing would be very common across their customer base. Anyway, great service from Sonos eventually and I was particularly impressed that they took the initiative to email and then call me, rather than expecting me to sit in a queue and call them. Hopefully I can properly enjoy the TV/Arc from this point on...
For those of you who’ve had the *070 beta patch installed by support:
When you claim “it works” could you provide i bit more detail? Have any of you tested with lossless Atmos audio from 4K Bluray or a downloaded movie? Setting earc to auto on my Samsung the frame 2020 and playing lossless atmos will trigger the sound dropping off completely for 2-3 seconds about every half hour. At least that is my experience when I tested with a 4K HDR movie with lossless Atmos (I have tested 5 different movies total).
At the moment, I keep earc off. Then I have no issues for 95% of my family media consumption and only set earc to auto when I want to watch a 4K Bluray movie with lossless atmos. For Netflix and the other streaming services I get atmos without earc enabled as the audio signal is compressed (has been discussed extensively in this thread).
+14
Many are blaming Sonos.. but it’s the tv manufacturers. Sony came out with its firmware update that has fixed the issue. You would think Samsung would do the same.
I’d like to help with testing and/or receive a fix for the issues being experienced.
We’ve had the sound either completely cutting out or causing “stuttering” (both cases requiring a restart) for the last 7 months now.
Our TV is a 2020 model Samsung Frame 55”.
Hello
I also would like to receive the patch as well - my Arc is connected to q90t, thank you
This morning I called Sonos hotline (from the Netherlands) and explained my problem with ARC and Frame. The support guy understood and has been aware of the problem. He could not do it himself and created an internal support ticket to escalate to 2nd line. I gave him my sonos account I have registered my systems and now waiting for the patch. My family will be happy once this issue is resolved. The situation has been annoying for such kind of premium device. As IT guy I know to be patient and I am. Hopefully this week I can fully utilize our investment we made last year.
I have the Sonos Arc and the Samsung Frame 2020. I live in Sweden and got the patch installed yesterday. So far, it has worked since the patch.
To get the patch, I ringed support, described the problem and that there was a patch for the problem but that this patch had to manually installed (remotely) by support. It took the staff member, who had heard neither of the problem nor the solution before, about an hour to get information about the the patch from second line of support. They installed it remotely and I was then asked to restart (unplug and then plug in) all Sonos speakers (that seemed silly so I only restarted the Sonos Arc and the speakers connect to it in the same room).
I was informed that the patch disables Sonos Arc’s screen saver, which is a work around.
It has worked since then, although I have not done any extensive testing yet.
My recommendation to my fellow community members would therefore be to not post a request for assistance here, but rather allocate an hour of your time to speak to the Support centre, describe the problem and solution as above and be patient. Very patient. In the end, it will hopefully be worth it.
I have Arc and The Frame 65” 2019. I can’t finish the setup of the Arc with the TV.
The HDMI is in the HDMI ARC port of the One Connect box and I think the setting for the ARC mode in the TV is on, but nothing happens - it allways says that the ARC mode is not connected etc.
I have the latest update on the TV and in the Arc / Sonos system.
The only thing I haven’t tried is the beta program of the Sonos, how can I install beta to the Arc? I have joined the beta program, but I don’t know how to install it to the device?
What gives Sonos? If you got the vaccine for this pandemic I suggest you get it out. My fever is hot from yelling at this damn sound bar for months.
I would like to receive the patch as well - my Arc is connected to q90t
Will love to be part of a fix for this issue. Please contact me
Just moving to a new house and purchased the Arc and a Frame 2020 55”, looks like I better return the TV 
I spoke with Sonos support last week. not sure if they made patch widely available of if they pushed to my account. I updated my system with Support own the phone and sent them a diagnostic. Support confirmed the patch they sent me installed to my ARC. 2020 65” Frame TV with the ARC/AMP/Sub. I have had perfect functionality since the update.
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
Happy to help. Is there a way to get directly to someone who can get us involved, I would not want to have to go through hours of troubleshooting changing HDMI etc would rather get straight to this testing programme if possible ?
Me too please / brand new arc and 75” Samsung frame tv and one other 2020 Samsung tv
Is there somewhere we can get the patch from without going through support?
On one hand I want try try it just to get this waste of money finally going. But I’m sick of how poor the response has been and last thing I need is to be a guinea pig to see what else breaks. This is absurd.
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
Hi Ditte, I’m experiencing this too and am willing to try any early fixes.
For those who received the patch, please check if you can output the sound from the TV to a different output, such as tv internal speakers, bluetooth, etc while using the Sonos ARC. It was known that the TV sound will switch back to the Sonos ARC by itself regardless what output selected.
Also very happy to help. Though this really should be pretty easy to reproduce with two items of hardware, given how widespread the issue seems to be. Never been more disappointed with such an expensive purchase and product combo. This still happens frequently in our household and it’s deeply frustrating...
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