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Sonos Arc Samsung Frame TV eARC not working

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M
Userlevel 3
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Just bought my 2020 65” Samsung the Frame yesterday. Hooked up to my Sonos arc via the e-arc port. Sound only works when ‘HDMI-eArc Mode’ is set to ‘off’. That said, when watching via Netflix app or other, Dolby atmos is an option, and when I open the Sonos app on my phone, it says playing Atmos?

 

So which is it? Why does the TV not work when HDMI eArc mode is set to auto? I am confused? Am I getting atmos with it set to off or not? 

CAN someone please answer this. 

Does this mean that ATMOS is working compressed but not Uncompressed?

J
Userlevel 1

Just bought my 2020 65” Samsung the Frame yesterday. Hooked up to my Sonos arc via the e-arc port. Sound only works when ‘HDMI-eArc Mode’ is set to ‘off’. That said, when watching via Netflix app or other, Dolby atmos is an option, and when I open the Sonos app on my phone, it says playing Atmos?

 

So which is it? Why does the TV not work when HDMI eArc mode is set to auto? I am confused? Am I getting atmos with it set to off or not? 

D

+1

 

sonos arc Samsung frame 55

 

frustrated and eager for update. 

J

This is starting to be ridiculous, i spent $2500 on a tv and $1800 on a surround setup and neither can talk to each other correctly. if i could take them back i would but im out of return date on both so now im stuck with items that cut in and out 

M

Same setup here. Couldn’t belive this can be a problem until i found this topic.

Unbelivable a standard is not implemented properly on one of the manufactures.
Spent 1000 of dollars to read this.
Solve it. NOW!

S

I’m experiencing the same problems. When turning off eArc, I do get a good quality surround sound, but not Dolby Atmos. Which is part of the reason I bought the whole setup. 
I’m considering returning the Sonos Arc, because beside this issue, I also have an issue with loss of sound after being turned off for the night (sound shutting off in 3 second intervals, which can only be fixed by temporarily taking out both the power cord and the HDMI cable). I’m so disappointed!

 

Exactly the same issue (no Dolby Atmos as well as shutting down in 3 second intervals) happens to me :-(

Exact same with my Arc. No Atmos and power cut in out after being on standby overnight. 
What a disappointment. Sonos customer care - any update on a patch (Sonos or Samsung) for the eARC issue?

R

I’m experiencing the same problems. When turning off eArc, I do get a good quality surround sound, but not Dolby Atmos. Which is part of the reason I bought the whole setup. 
I’m considering returning the Sonos Arc, because beside this issue, I also have an issue with loss of sound after being turned off for the night (sound shutting off in 3 second intervals, which can only be fixed by temporarily taking out both the power cord and the HDMI cable). I’m so disappointed!

 

Exactly the same issue (no Dolby Atmos as well as shutting down in 3 second intervals) happens to me :-(

M
Userlevel 1

Another frustrated customer! Seems like the issue is definitely on the Samsung side and I imagine Sonos are just as in the dark as the rest of us!? Does mean the Sonos has to be returned as well as the TV though, while I look for a setup that actually works as advertised. @Ditte - I know it wasn’t that long ago that you posted an update, but do you have any idea at all whether this can be fixed in software at the Samsung end and whether they intend to do this? I will follow up with them of course direct, but they are much harder to engage than you guys! :)

M

I’m experiencing the same problems. When turning off eArc, I do get a good quality surround sound, but not Dolby Atmos. Which is part of the reason I bought the whole setup. 
I’m considering returning the Sonos Arc, because beside this issue, I also have an issue with loss of sound after being turned off for the night (sound shutting off in 3 second intervals, which can only be fixed by temporarily taking out both the power cord and the HDMI cable). I’m so disappointed!

H

FIXED!

 

After hours on the phone with both Samsung and Sonos here's what we did to resolve this:

1) Ensure you're using an HDMI ARC cable. Not simply an HDMI cable. (My A/V guys used a standard HDMI cable and this was problem #1) Must be the Sonos (or other) specific HDMI Arc cable

2) Your TV should then recognize HDMI as an available audio output - Select Receiver (HDMI) as Sound Output

3) Settings -> Sound -> Expert Settings -> Turn HDMI-eARC Mode to "OFF"!

Voila. This should work.

 

Apparently, Samsung is not yet supporting Dolby Digital Plus but when you turn HDMI-eARC OFF (and are only using HDMI ARC) you are still getting Dolby 5.1 sound, which is still great. Unless you're using some particular gaming console, this audio quality should be sufficient. Sonos said that Samsung is workong on supporting this new full Dolby Digital Plus and are good about updates so hopefully that will come soon. For now, this should work.

 

Hope that helps and my hours spent troubleshooting today are helpful to someone else.

P

Hi all,

A quick note from our dev team:

We are aware and monitoring an issue when connecting Sonos Arc to late model Samsung TVs via eARC. We are working closely with Samsung to resolve this and will share more as available.

All the best,

Ditte

Thanks Ditte.

I’m experiencing all the issues others have described in this thread.

I have an Arc, Sub (G3) and One SL x2 that I connected to a 2020 Samsung 65” Frame a couple of months ago.

Is there an estimated time frame for getting this issue resolved?

I

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. 

Any updates here?

Hi all,

A quick note from our dev team:

We are aware and monitoring an issue when connecting Sonos Arc to late model Samsung TVs via eARC. We are working closely with Samsung to resolve this and will share more as available.

All the best,

Ditte

 

T

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. 

Any updates here?

C

Posted on here a month ago.  Had just purchase The Frame 75” and was about to purchase Arc but found this forum.   No one from Sonos responded so I purchased the HW-Q90R Samsung Harman Kardon 7.1.4ch Soundbar with Dolby Atmos.  Hooked it up and worked perfectly.

Thanks!

H

This post stands at 128 replies and 11951 views as of today (1 Sept).  There are a few other forums discussing the issue. 

H

Hi Luke, yes this side… keeping a very keen eye otherwise I need to return 2 x Sonos Arc and Sub 3 and/or my Samsung TV’s. It has been 2 months already.  :fearful:

L

Thanks for the update Ditte - lets hope people continue to use this thread to track the progress of this issue.

Ditte
Userlevel 5

Hi all,

A quick note from our dev team:

We are aware and monitoring an issue when connecting Sonos Arc to late model Samsung TVs via eARC. We are working closely with Samsung to resolve this and will share more as available.

All the best,

Ditte

B

Same issue here. Upgraded our Samsung The Frame 2019 model to the Samsung QLED 4K Frame 55LS03T (2020) model mostly due to the eARC support for our new bought Sonos ARC.

It is really disappointing that both Sonos and Samsung are not able to fix the addressed issue in this forum on time, while the first entry in this forum is already from 2 months ago. How complicated can a proper OTA firmware upgrade be for both the Sonos ARC and Samsung The Frame (model 2020) devices sold? From premium A brands like Sonos and Samsung, you would expect way better customer service and more importantly, much quicker fixes to software compatibility issues like this. Especially when you advertise with eARC support as main/key USP feature for both products...

@Samsung / @Sonos Management: please take appropriate action in order not to loose your first mover customers all over the world. Thanks!

J
Userlevel 1

Today someone from Samsung Holland told on the forum that the issue is still pending at Korea. No news when they pick it up. Totally unacceptable! When you buy a new car with electronic windows, you expect that it's working and all, because you paid for it. When it turns out that it doesn't. What would you do? Go back ofcourse and demand they'll fix it. Not so different with the EARC situation. FIX IT!

106rallye
Userlevel 7
Badge +17

@davidand Why would this cable send audio to the TV that is for this purpose just a monitor? And why would the TV then send it back to the Connect Box to pass it through to the Beam?

M
Userlevel 4
Badge +3

No idea, one of the original posters on here about eARC. Gave up and switched to an LG GX and never looked back. No eARC issues. Dolby Vision. Hope Samsung resolve this issue but it's over two months since I raised it so not looking good.

D

Already bought the Arc and planned to buy the Frame but will apparently look for other alternatives.

 

Could it be that the cable between the one connect box and the tv doesn’t have sufficient capacity to send through earc audio? Just a guess...

B

I experience the exact same thing with „The Frame“ in combination with Sonos ARC. Both Samsung and Sonos confirmed independently today that the issue is known to them and they are working to solve it. However, no timeline can be communicated. Pretty annoying indeed. 

F

I also have The Frame 65” along with the Sonos Arc and cannot get any sound to play through the Sonos when I switch on eARC. Watching this thread closely for suggestions to get it working!

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