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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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    Marlina
    Trending Lyricist I
    Oct 26, 2020 4:55 PM UTC

    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 


    Hey Nik. 
    did that update the sub-m to 1006t?

     

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    NCern
    Lyricist III
    Oct 26, 2020 5:40 PM UTC

    @Marlina - how can I can check it? Thank you very much, Nik

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    Marlina
    Trending Lyricist I
    Oct 26, 2020 6:23 PM UTC

    Hey Nik, 

    Good Question. 

    This is how you do it (Sub-note, I also had to be told where to go):

     

    1. Press the Home Button on your Samsung. 
    2. Go to Settings. 
    3. Once in Settings to to the “Support” Icon. 
    4. Once in Support go to “About TV”
    5. Once in About Tv, Scroll down to, (It should be one scroll/Space, underneath Status Code, to  “-Sub-micom Version : T-NMFRTV-1006T-NMFRJP-6116”

    Pic below on what I see, Or maybe what you should see. 

     

     

     

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      Marlina
      Trending Lyricist I
      Oct 26, 2020 6:25 PM UTC

      Let me know If I can do anything else to help. 

      Im also curious if they changed the update at all, to include that change. From what Ive been told from my live logs, to Samsung, they may, use that as a proposed fix for some upcoming updates. 

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      NCern
      Lyricist III
      Oct 26, 2020 9:19 PM UTC

      That is what I see

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      NCern
      Lyricist III
      Oct 26, 2020 9:22 PM UTC

      And this one

       

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      Marlina
      Trending Lyricist I
      Oct 26, 2020 10:24 PM UTC

      So I’m on Software Version:

      T-NKMAKUC-1402.1, BT-S

      Its almost been 6 days with zero drops. I do think the its the Sub-Micom 1006T that has the effect for me. Whats odd is yours is 1001-T ? Are you still experiencing Drops?

      Question, When you experience a drop, go into:

       

      1. Settings
      2. Sound option, and look to the right of that. - Look under Sound, under Sound Output. Where is says “Receiver (HDMI-eARC)” See if it automatically switches itself to (HDMI) when the sound starts dropping. 

      Here is a visual of where it used to switch between HDMI to HDMI-eARC by itself. It is Definitely a Samsung software issue. 

       

       

       

       

       

       

       

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        Ninethirty
        Lyricist III
        Oct 29, 2020 1:57 PM UTC

        I’m having the exact same issue on my 75” Q8DT (Q80T). Everything works great for 30 minutes and then the sound will drop for 1-2 seconds. I recently updated my tv to Version 1402.1 which did not seem to help. 

         

        HDMI-eARC is set to AUTO

        Digital Output is set to Pass-Through

        Atmost Compatability is enabled

         

        Software Version is T-NKMAKUC-1402.1, B1052200/B60101. BT-S

        Sub-micom Version: T-NMINTV-1007

         

        @Marlina - Do you have the contact information for the engineer you are working with at Samsung. I would love to contact them to help troubleshoot. 

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          wilhelmhjelm
          Contributor I
          Oct 29, 2020 6:26 PM UTC

          Sound Cutting out even worse after update to 1402. eARC works but sound cut out/lag now occurs every time i start the TV. Really (desperatly) hoping for a fix

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          RFFarnum
          Lyricist I
          Oct 30, 2020 12:47 AM UTC

          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. 

          Now 4 months later, issue still exists. Sonos Dev team — do you have an update? There is a very long list of loyal customers continue to be impacted by this issue!

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