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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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    Ninethirty
    Lyricist III
    October 30, 2020

    I just spoke with Sonos today and they continue to say that it's a Samsung problem which I believe however it's hard for us to voice our concerns and issues with Samsung support. I would really hope that Sonos could help drive the issue from their side. I'm sick of getting on basic troubleshooting calls asking me if I've restarted my system.

    controlav
    controlav
    Lead Maestro
    October 30, 2020

    Samsung have some eARC fixes in the pipeline, they know they have issues. Software is hard, and software+hardware is harder still.

    Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.
      Ninethirty
      Lyricist III
      October 30, 2020

      I don't disagree with you but I wish Samsung would be more transparent. I wish there was a way to follow this issue and understand when a fix will be released. They released a new software update at the beginning of October and said it would help alleviate the problems yet it's only made it worse for some.

      controlav
      controlav
      Lead Maestro
      October 30, 2020

      Transparency with software development is hard. For most of the public, the states of an issue are:

      • None
      • We have a problem
      • We are working on a problem
      • Here is the fix to the problem

      (For developers there are more states of course and more transparency is possible).

      Different companies have different ways of handling these (and it varies by product as well). The eARC issue is at state “we are working on a problem” right now, and the only possible update to that state is “here is the fix”. Giving timelines is mostly impossible, as non-trivial bug fixes are really hard to schedule (harder than most features IMHO). When you have millions of customers, whose expensive devices you could brick if you get it wrong, a lot of testing and verification is required even after you think you have a fix to make sure not only that it works, but that it doesn’t break the other 3,500 features of your product.

      Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.
        horshamhector
        Lyricist III
        October 30, 2020

        Perhaps it would concentrate the minds of both Sonos and Samsung if customers started demanded their money back!

          Isawgaddy
          Lyricist I
          November 1, 2020

          I’m throwing my hat in the ring here too. 

          Samsung q90t and Sonos arc that I set up yesterday. Had no issues with it all day yesterday, turned it on this morning and had the sound drop out every few seconds while the tv was switching between ARC and EARC.

           

          Unplugging the power and hdmi and plugging it back in has fixed it for the day so far. 

          If this bug doesn’t get fixed inside my return window its going back..

          Stephen Binnersley
          Lyricist II
          November 1, 2020

          Is this issue solved, i sat that firmware for the Frame has solved it? I am about to but a Frame and sonos arc…. but holding off

          Ninethirty
          Lyricist III
          November 1, 2020

          This isn’t solved for me on my Q8DT (Q80T). If you really want the frame, I would not recommend pairing it with the Sonos ARC if you want ATMOS. If you want the Sonos ARC then I wouldn’t get a Samsung. 

           

          Samsung support is clueless. Sonos support has been good and they acknowledge that it is a Samsung issue. Samsung doesn’t acknowledge the issue at all from the support folks I talked to. 

          Stephen Binnersley
          Lyricist II
          November 2, 2020

          This isn’t solved for me on my Q8DT (Q80T). If you really want the frame, I would not recommend pairing it with the Sonos ARC if you want ATMOS. If you want the Sonos ARC then I wouldn’t get a Samsung. 

           

          Samsung support is clueless. Sonos support has been good and they acknowledge that it is a Samsung issue. Samsung doesn’t acknowledge the issue at all from the support folks I talked to. 

          Does it not work without Arnos functionality ? Ie just like a normal bar ?

          horshamhector
          Lyricist III
          November 3, 2020

          I have downloaded the latest Samsung update on my TV and disconnected the optical cable from the Arc to the TV. I then inserted the hdmi cable from the Arc to the Samsung TV e-arc and sound including Atmos now works without lipsync problems with the Sky Q and for Netflix etc. Hooray!

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