Sonos Arc Samsung Frame TV eARC not working

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

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. 
 

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.)

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.   

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.

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. 

Okay. 

So I actually got into contact with a State Side Engineer. He Knows what the problem is, Works for Samsung only with 1 Connect Tv’s, and WE may have figured something out. All of the updates are find and dandy. But they Do not cover, or at least in my case, something. 

I have the most current Updates from Samsung, but I needed to go into About TV, under the settings. There is a something called “Sub-micom Version”. This was not changed in my case, don’t know about others, in the most recent updates. There is a part the number in the “Sub-micom Version”, and towards of the sequence of numbers it was -1005t-. He sent me a Bin file (because im using a Macbook) and he had to from his end log into my TV, and upgrade it to -1006t- . 

This can only be done from the inside with an Actual Samsung Application Engineer it seems. My system seems to be Stable now. I don’t get anymore Signal loss (sound dropouts) or changes from HDMI to HDMI(Earc). BUT I will be trying this for the next few days , and its 100% not guaranteed to work. I am definitely a lab rat at this point. 

Also, Ive been told that Korea is working on this, as well is SONOS. they are STILL TRYING to figure this out. but Like the world we live in. Both sides are blaming each other. 

This took weeks for me to get ahold of this gentleman from SAMSUNG, and he is pretty competent. But like. he said. IF this doe not work, then it will be going to KOREA. I’ll keep you folks updated on what is happening on my end. 

As of now my combination Frame (2020) and ARC is working. I disconnected all HDMI devices. Then removed power cable from power Plug for about 15min. After restarting TV, I‘ve disabled Dolby Atmos compatibility.

On next day Sound was still good. Dolby Atmos was active by magic again. Connecting all HDMI devices again. Now since three days no cutting issue anymore.

Keeping fingers crossed that it will stay so.

But have to say that I am using „HDMI“ Not eARC activated yet. Would be next step.

Just ran the Samsung Update for my 2020 Samsung Frame via USB and it worked great all evening with eARC and verified Dolby Atmos via the app.  Today, I’ve attempted to watch TV and it’s back to the same thing - cutting in and out and often times no sound at all.

This nearly 4 month incompatibility between Sonos’ flagship product and a highly popular Samsung TV line is completely unacceptable. 

@Ditte - are we being heard and what is being done about this??

Here are my findings after having updated the Q80T, Apple TV 4K and Sonos firmware:

Lip syncing issues only fixed by:

• TV set to E-arc Auto
• Delay to zero on Sky Q, Q80T and Apple TV 4K
• Q80T set to passthrough and Atmos compatibility on

The next day (with no changes to setup) the sound kept cutting out, the only fix for me was to unplug the Arc and plug back in again, no lip syncing problems again and this has only happened once so far.

I've not yet experienced Atmos via SKY Q (shown in Sonos App when output)

Neither via the Apple TV app on Q80T, but I get Atmos using my physical Apple TV 4K

Also watching a Atmos video on YouTube does not output Atmos via the Q80T or Apple TV 4K youtube app?

Alexa very sensitive on the Arc, often overtaking Alexa in another room.

Grouping all downstairs Sonos speakers when listening to radio and switching the TV on automatically unpairs the Arc and Sub and reverts to outputting the source sound which works well.

Installed the 1402 update with an USB disk! Searching online didn’t work so far when trying it out on Friday! After little 15 minutes for downloading, extracting the EXE file to USB and updating the TV I made it without any issues. 

Reconfigured audio settings to enable eARC option on my Samsung Frame and all works well for the last couple of days. Both Sonos and Samsung made the updates available. Thank you for that! For me I had the struggle for little 4 weeks and with both premium brands I am satisficed with provided results so far.

I made my wife also happy by configuring an alarm with her favorite radio station as Google Assistant  ignored her command :) and doesn’t want to play requested radio station. I am happy Sonos customer from the Netherlands 👌. The only thing pending at my to-do’s is to get real Dolby Atomos content and experience that with this Sonos Arc beast.

I’m in Canada and did the Samsung firmware update with a USB drive and it worked fine.  The EARC auto setting now works fine, but I still get the audio cutting in and out issue.  This was happening about 1 in 5 times I would turn on the TV and unplugging the Arc from power and plugging it back in always fixes it.