Contributor I

Answered

Sonos Arc Samsung Frame TV eARC not working

668 replies
113617 views

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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DitteAnswer

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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J

joe2movies

Lyricist III

Strangely I tried full 4k mkv movies with dolby atmos playing through the nvidia shield 2019 using Kodi and I get atmos icon appear on the sonos app even though I set the earc off.

H

Haneytv

Lyricist I

Add another to the list! 2020 Samsung frame 75. Called Sonos support and got nowhere with the status of them fixing this issue. Ready to send it back!

E

edcooke

Lyricist I

And another………… Really annoying

D

Dysfunctional

Enthusiast II

same here - at least we can still get atmos through DD+ …. just not uncompressed (from disk)

E

eatosk

Lyricist III

I have Q95T 55” with the One Connect box, I’m having the same issues as everyone else. Set the TV to eARC “Auto” no sound, set if to “Off” I get sound. If I leave the eARC set to “Off” and then turn on the TV the next day, I get sound cutting/stuttering on and off every 2-3 seconds. So with either setting for eARC on the TV whether it’s “Auto” or “Off” is not working out for me.

I

Imagination

Lyricist III

To summarise, Samsung 2020 models with the One Connect Box will not send any sound when eArc is enabled. Samsung 2020 models without the One Connect Box do. In Europe, only two models have the One Connect Box: The Frame and Q 95. Which models have the One Connect Box can differ between regions. To the best of my knowledge, however, one thing stays true all over the world, Samsung 2020 models with the One Connect box will not send any sound when eArc is enabled.

I was in contact with the Samsung support (again). The polite lady informed me that they had tried to get eArc working with several sound bars but failed. They had therefore escalated the support issue all the way to the top, which in their case meant to Korea. They were still waiting for an answer. They had no information on when an answer could be expected and were not in a position to find out either. They could simply wait. And wait. She suggested calling again in a week, not that it would make any difference.

Since the problem lies with the One Connect box, there is not much Sonos can do. Samsung needs to acknowledge the problem and explain to their customers what they are doing to resolve the problem and what the expected time frame is. Instead, so far, Samsung has said more or less nothing.

I would assume that the best way to get Samsung to speed up their process would be complaining publicly and, may I say, quite boisterously. Any suggestions?

A

AMNZ

Lyricist I

Yet another disgruntled Sonos Arc + Samsung Q95T user. Works one time and then cuts off, and then fails to turn the TV on via remote the next day. Power cycle the OneConnect box and things work briefly before sounds drops off. No rhyme or reason - hard to make sense of the settings that are causing these issues.

What a pain this is turning out to be. Any suggestions on just using the Arc as a normal soundbar without all this fancy Atmos - i just don’t want to be fiddling around powercycling everyday!

E

eatosk

Lyricist III

To summarise, Samsung 2020 models with the One Connect Box will not send any sound when eArc is enabled. Samsung 2020 models without the One Connect Box do. In Europe, only two models have the One Connect Box: The Frame and Q 95. Which models have the One Connect Box can differ between regions. To the best of my knowledge, however, one thing stays true all over the world, Samsung 2020 models with the One Connect box will not send any sound when eArc is enabled.

I was in contact with the Samsung support (again). The polite lady informed me that they had tried to get eArc working with several sound bars but failed. They had therefore escalated the support issue all the way to the top, which in their case meant to Korea. They were still waiting for an answer. They had no information on when an answer could be expected and were not in a position to find out either. They could simply wait. And wait. She suggested calling again in a week, not that it would make any difference.

Since the problem lies with the One Connect box, there is not much Sonos can do. Samsung needs to acknowledge the problem and explain to their customers what they are doing to resolve the problem and what the expected time frame is. Instead, so far, Samsung has said more or less nothing.

I would assume that the best way to get Samsung to speed up their process would be complaining publicly and, may I say, quite boisterously. Any suggestions?

Yes, here is a suggestion for you Imagination, keep bringing this issue up everywhere, I know I will. Point it out to HT forums, comment on YouTube videos and Influencers, whatever else you can think of. The more people that know about this, the less sales Samsung and Sonos may get. Then they will have to fix the problem promptly because it hurts their bottom line.

F

Fabflamesfan

Lyricist I

I also have The Frame 65” along with the Sonos Arc and cannot get any sound to play through the Sonos when I switch on eARC. Watching this thread closely for suggestions to get it working!

B

Bluepian

I experience the exact same thing with „The Frame“ in combination with Sonos ARC. Both Samsung and Sonos confirmed independently today that the issue is known to them and they are working to solve it. However, no timeline can be communicated. Pretty annoying indeed.

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