Sonos Arc Samsung Frame TV eARC not working

Hey all, 

One more case to add to the books... Just purchased a 65-inch Samsung Frame TV (2020 model) and Sonos Arc. My TV was able to grab the 1402.1 update automatically, and my Sonos app/firmware is up-to-date.

I am experiencing the sound loss issues after the TV has been off/stand-by mode. When the TV powers back on I start experiencing the intermittent sound loss, as well as the Sound Output constantly switching between HDMI-eARC to HDMI. The issue goes away after simply unplugging/plugging back in the power cord for the Sonos Arc.

I just checked my Sub-micom Version and I am on 1005T. Marlina, please update us if the TV has been stable on Sub-micom Version 1006T. If so, could you possibly get a step-by-step instruction on updating to this version and upload the BIN file somewhere we can download it? 

Hey Bud!! Fellow Frustrated as hell Customer. Ha! 

So. I didn’t download the 1006t. It was Sent to me by the Engineer at Samsung. It took 2 weeks to get to that guy. He is in the RRRR Department of Samsung. He actually knows the 2020 Samsung Frame like the back of his hand. He emailed it to me, then I had to put it on a USB. After installing it on the USB, he had to take control of my Samsung from his location, and opened up a Menu I’VE NEVER SEEN. It was sort of a root menu. Definitely not something we have access to. I don’t even think if we had it the file that we could put in the computer. 

So I had the 1006T installed. But it only worked for 1 1/2 days. THEN the DROPS happened again. Sooo…...The Engineer and I went at it again. We RESET the One Connect and it has been running 24 hours a day for almost 2 days without a single drop. Also, I have a  32gig USB in my One Connect doing a Live Log, to see exactly what is going on. That same engineer is reading the logs to see how the Interface is working. But for the time being….its working perfectly. I have a SONOS ARC with sub, and two Play one SL’s. The 5.1 system. 

So as it stands. What HAS been working is installing 1402.1, BT-S, going from Sub-micom Version and I am on 1005T to Sub-micom Version and I am on 1006T. Then RESETING the Machine. 

I’ll keep you folks updated. But for the first time, I haven’t had a single drop in close to 48 hours. 

Hi folks and welcome to all the new community users here. I also appreciate you sharing that @Marlina. Just keep us posted here and maybe users can do that as well. We’re continuously working with our partners to get this fixed as soon as possible. We’ll let you all know here. 

Just let us know if you need anything. We and the community are always here to help.

Hello All,

just to report the same Samsung QE95 75inch… and Sonos Arc. When eArc is enabled there is no sound.

other thing the Sonos is connected to TV, I can’t switch back to TV speaker.. it simply goes back all the time to Arc.

I am very upset flagship TV and flagship Sonos and they dont work…

I am considering sending Sonos back.

Follow-up sounds keeps dropping even after switching off eArc… I am returning it back to store tomorrow and buying Samsung.

i am very disappointed.

So its been close to 5 days. No drops and No issues with the Arc. I have taken it a step further and installed a New Google ChromeCast Sabrina, and within the Sabrina I have Activated the ATMOS option on the Chromecast. The Engineer with Samnsung has been monitoring the Data Between the SONOS and the One connect and there have Been ZERO drops. Nothing. 

Initially it had been an Issue also, that Any other outside devices with attached to the HDMI’s have been an issue. So Devices needed to be unplugged.  That seems to no. longer be an issue. 

So things We have done as so far in order:

-Updated the software to 1401.2 (Problem Persisted) 

-Replaced the One Connect box. (Problem still persisted) 

-Unplugged all the devices from One box, Not the Arc (Problems Persisted)

-Samsung Eng Installed Sub-micom Version 1006T to the System. (Problems Persisted)

-Samsung Reset One Connect and problems stopped. 

From what I understand the Sub-micom Version 1006T was not updated with the 1402 update. Don’t know why But I have installed the Arc via Earc to a 2020 Lg Gallery, and it has worked perfectly. Just did that today. This seem this a Samsung issue. The Engineer is a SUPER nice guy and wants to help. But I totally understand that he doesn’t and CAN’T say this is a SAMSUNG issue.. But it is. This in my Opinion is not an ARC issue. On top of this. SONOS is sending me a NEW ARC on Monday. Guess Im Test Rat from Both SONOS and SAMSUNG. 

I’ll keep you updated.   

@Marlina - how did you get to this Wizzard  engineer, by calling some number? Or writing to some support email?

So many thanks for all your help!!!!

Warm regards

Nik (Prague, EU)

Hey Nik. 
 

Honestly it took weeks of me dealing with Samsung’s BS. As much as I like this competent Engineer, I actually despise Samsung as a a company. They have a ton of lackeys, and unhelpful people on their phones. I had to have two people come to my home on behalf of Samsung to try to repair my television. Which is horrible because I am trying to stay away from Covid,. And then I had to use three supervisors to lie to me, to actually try to fix my problem. When none of them actually knew what the hell they were doing. 
 

Finally after all the supervisors, and the lackeys with Samsung support got tired of lying to me they sent me to the RRRR Department. Then within that department, they had to send me to an engineer because they couldn't figure it out. It's this guy who is actually doing his job.
 

Honestly if you're within the time period of being able to return your Samsung television I would. Because they lied to me so much, and pushed off my opportunity to return it within 30 days now I am past my 30 days return. (Even when I was ONLY 4 days past the 30 days they REFUSED to take my return)

Sonos on the other hand, sent me a new cable, and now they're sending me a new Arc, Facilitate a fix. Sonos has been nothing but great, Samsung on the other hand has been complete crap. Obviously other than the engineer who is just as frustrated as I am.

I personally feel that Samsung has put out a product, that doesn't work how it was advertised to work. The reason I say this as I have tried my Sonos arc, and other televisions and they have worked as specified. 

My personal belief, is that Samsung has given up on this frame because they are not putting their resources into the 2021 models and not having to fix the mistake that they made in the first place. But, that's just my opinion.

But I will definitely update this form with how it's going with the fix on mine. Hopefully it can help because I can't return this POS. 

(SORRY, My tirade is over.)

Even though you are over the 30 days, the UK Consumer laws still apply if they can’t fix the set, (and it appears that it’s a design fault) then the set isn’t fit for purpose and they must either replace the set (which would be pointless as it is a design fault) or refund you the money. I’m thinking of going that route.

Hey Guys, a bit of an update from my side… I found this update for Samsung TV ->» Upgrade File(USB type) verze 1402.6 (Multi Language): All OS 2020-10-08

On the forum so far I saw mentioned only 1401.2

And the whole thing seems to be working for a couple of hours now. The only bug I observed that after I added each piece of eco-system (Sub then Surrs), sound cutt off was coming back. I had to restart both TV and Sonos ( Restart means take out power plug).

Please pray and keep fingers crossed.

Cheers,

Nik