Sonos Arc Samsung Frame TV eARC not working

And this one

I have a 2022 75” Frame and Arc. Only happened twice in the past month but annoying nonetheless. Sound will suddenly drop out. Have to reset One box and unplug eArc to get sound bar to working again.

Was there ever a determination on wether this was sonos issue or Samsung? And how to fix?

I have the same issue with Arc connected to Samsung Frame 2020 and eArc (Auto) -> no sound.

But having switched Samsung eArc to off - format to auto - dolby-atmos to on -

i get dolby atmos sound (also dolby atmos logo on S2 app) while playing e.g Jack Ryan UHD/dolby atmos via amazon prime app.

this is how it works at the moment. i will now test it over a longer period of time. Thank you

Sonos app version 13.0 downloaded yesterday.

Tv updated to 1497.0

No sound problems. 

What I really like about the new app is that you can easily see the sound output of your system. Previously you could only see Dolby atmos. 

(I know you could also see the same info in system/about my system, but it's much easier - "cleaner" now)

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.

Same problem. Samuns the Frame 2020 and Sonos ARC setup. So annoying. Randomly occuring since initial ARC release. This should be fixed ASAP please.

@Ditte Is there any way to escalate this critical issue? This impacts many people and it’s been at least 6 months that it has been reported.

Currently, to fix the sound skipping, I have to unplug and re-plug the HDMI cable from my Sonos Arc to temporarily fix the issue and I have to do it every day which is quite annoying.

An update would be greatly appreciated. Thank you

I updated Samsung Frame Firmware last week to 1462.1 and it made problem worse.

Updated Sonos 13.0 when it came out 2 days ago and it’s all been working perfectly.  Knock on wood.

I use Netflix, Prime and Disney+ built into the Frame and also an external Rogers Cable box.

I got a Sonos Arc, a sub, and two satellites in December.  With our new 2020 Samsung 65” Frame TV it never worked, sound cutting in and out constantly.  In the beginning I spent way too much money on HDMI cables trying to get stable audio.  Eventually I did an online chat with Sonos support, learned that the “Check for updates” in the Samsung menu is useless, downloaded and applied a firmware update available on the Samsung website, and still no joy.

Monday I called Sonos support and spent about an hour and 40 minutes on the phone going through lots of “try this-es” and various intervals on hold.  Just after 8:30 EST she told me my case would be escalated and I would get an email.  Sonos has a nice system for this, I used the web link they provided to schedule a call-back which I got last night.  At exactly the scheduled time I got a call and within 15 to 20 minutes my Arc was updated with their patch.  The difference was immediate, no more audio drop-outs verified by continued functionality today.  For the first time in two months it works as it should.

The customer care engineer wondered aloud how many other manufacturer’s devices were experiencing similar problems with the Samsung Frame.  He commented that Samsung had non implemented the HDMI-CEC specification correctly and that this Sonos patch was a work around (something to do with disabling the screen saver on the HDMI channel, the black-and-white pattern you can see if you ever switch the TV to the eArc port).  He took diagnostic dumps before and after the patch, said that Samsung was interested in any information about this issue that they could acquire.

As of now mine is working as it should.  No one likes spending over an hour on the phone with tech. support but I do understand the necessity of pre-qualifying whether or not to escalate an issue or not.  First level support does need to document this requirement and yes, no one likes to spend their evening doing so.  For me it was worth it.

Despite the problems I did find Sonos support to be excellent.  Both online and by phone, they do spend the time with you.  I never did contact Samsung support, it looked like quite a wall to climb to get there.

Sonos customer service informed me Monday that their products (all of them, according to the CSR I spoke to) do not work with Samsung Frame TVs.

Bought a Beam and 2020 Samsung Frame TV for my parents last November.  Never was able to get the two connected via HDMI.  Called Sonos then was told that it wouldn’t work but to use the optical connection.  That worked for seven months when the volume would max out when increasing the volume by one with the Samsung remote.  I could see the volume increasing on its own through the Sonos App, which was the only way to turn the volume down.  After which the remote would no longer be able to change the volume. 

When I called Sonos about this issue, I was told that there was nothing they could do; that Sonos products do not work with this line of televisions.  Nice they couldn’t tell me that last year when I could have returned the sound bar and got something that actually worked for my parents.

Very disappointed in Sonos.  They have lost me as a customer.  Will be recommending to everyone I know not to buy Sonos going forward.   

I thought everything was sorted perfectly.    About a month ago I get home from being away for winter, my system was installed when I was gone. Updated Sonos and Samsung, and the system worked flawlessly for weeks.    I then used the Sonia system one night to play music from my phone.   Since then, the TV won’t recognize the Sonia at all.   In expert settings I go and turn on eArc, it shows TV Receiver with no sound for about 5 seconds, then changes itself back to tv speaker.     What the heck!?!?.      Has anyone recently spoken to Sonia support?