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jinjro
Contributor I
June 12, 2020
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
    January 22, 2021

    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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    davidand
    Lyricist I
    August 19, 2020

    Already bought the Arc and planned to buy the Frame but will apparently look for other alternatives.

     

    Could it be that the cable between the one connect box and the tv doesn’t have sufficient capacity to send through earc audio? Just a guess...

    Mikelev
    Enthusiast II
    August 19, 2020

    No idea, one of the original posters on here about eARC. Gave up and switched to an LG GX and never looked back. No eARC issues. Dolby Vision. Hope Samsung resolve this issue but it's over two months since I raised it so not looking good.

    106rallye
    106rallye
    August 20, 2020

    @davidand Why would this cable send audio to the TV that is for this purpose just a monitor? And why would the TV then send it back to the Connect Box to pass it through to the Beam?

    Just4
    Lyricist III
    August 20, 2020

    Today someone from Samsung Holland told on the forum that the issue is still pending at Korea. No news when they pick it up. Totally unacceptable! When you buy a new car with electronic windows, you expect that it's working and all, because you paid for it. When it turns out that it doesn't. What would you do? Go back ofcourse and demand they'll fix it. Not so different with the EARC situation. FIX IT!

      BerendP
      Lyricist I
      August 30, 2020

      Same issue here. Upgraded our Samsung The Frame 2019 model to the Samsung QLED 4K Frame 55LS03T (2020) model mostly due to the eARC support for our new bought Sonos ARC.

      It is really disappointing that both Sonos and Samsung are not able to fix the addressed issue in this forum on time, while the first entry in this forum is already from 2 months ago. How complicated can a proper OTA firmware upgrade be for both the Sonos ARC and Samsung The Frame (model 2020) devices sold? From premium A brands like Sonos and Samsung, you would expect way better customer service and more importantly, much quicker fixes to software compatibility issues like this. Especially when you advertise with eARC support as main/key USP feature for both products...

      @Samsung / @Sonos Management: please take appropriate action in order not to loose your first mover customers all over the world. Thanks!

        Ditte
        Ditte
        September 1, 2020

        Hi all,

        A quick note from our dev team:

        We are aware and monitoring an issue when connecting Sonos Arc to late model Samsung TVs via eARC. We are working closely with Samsung to resolve this and will share more as available.

        All the best,

        Ditte

          luke.jenner
          Lyricist I
          September 1, 2020

          Thanks for the update Ditte - lets hope people continue to use this thread to track the progress of this issue.

            henry.2020
            Lyricist II
            September 1, 2020

            Hi Luke, yes this side… keeping a very keen eye otherwise I need to return 2 x Sonos Arc and Sub 3 and/or my Samsung TV’s. It has been 2 months already.  :fearful:

              henry.2020
              Lyricist II
              September 1, 2020

              This post stands at 128 replies and 11951 views as of today (1 Sept).  There are a few other forums discussing the issue. 

                Chance001
                Lyricist I
                September 1, 2020

                Posted on here a month ago.  Had just purchase The Frame 75” and was about to purchase Arc but found this forum.   No one from Sonos responded so I purchased the HW-Q90R Samsung Harman Kardon 7.1.4ch Soundbar with Dolby Atmos.  Hooked it up and worked perfectly.

                Thanks!

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