Contributor I

Answered

Sonos Arc Samsung Frame TV eARC not working

668 replies
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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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DitteAnswer

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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B

Badc5

Lyricist III

Just got my new frame TV on the wall and immediately I got issues and found this thread. what the heck is happening here?

And does anyone know if this issue is on Sonos side or Samsung side?

This has been an ongoing problem which is impacting many models of Samsung TV and Sonos Arc . From what I have read it appears that both Samsung and Sonos have been working on a fix , however I have not seen any recent updates from either .

A

Andymm

Lyricist I

I got the excact same issue. I bought a new Samsung the Frame 65´and Sonos Arc last week. All worked fine for about 2 hours and then the sound problems started. I have tried all different settings and been trying to fix the issue for several hours without any luck. I called Samsung support and they didnt sound like they knew about this issue witch seemed odd to me. As a fix Samsung wants to send me a new cable between the one connect box and the tv. I tried telling that this will not help, but Samsung will send me a new cable anyways.

If it does not work and Samsung cant answer with a date for a fix for this issue I will deliver the Tv back where I bougt it.

K

kushalteja

Lyricist I

I have the same issue with my Samsung Frame TV 2020 (75”) and Sonos Arc. The Sound get garbled every morning but once i unplug and put it back in, i will not have any issue all day. Can you please look into this urgently?

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BradVC

Lyricist III

Same happened with me. Samsung Tech support wasn’t familiar with the issue and maintained that they were not aware of any ongoing issues with Frame. As a solve they wanted to send over a contracted Tech service person to diagnose it at home. When I insisted this is a known firmware issue and it likely cannot be served by the Tech person, that was the only option available. The Tech service wanted my TV to be unmounted ahead (they refused to help with it and will not help mounting it back). With all this, I just felt it was not worth the exercise - especially when they did not even look at their own forums to acknowledge this is a widely known issue. This and the fact that this issue was present from June without a fix or an ETA made me decide to return the TV (as much as I liked rest of it). I lost $400 between mounting, unmounting and remounting a new TV - what a waste! I wish I stumbled on this thread ahead of my TV purchase.

N

Ninethirty

Lyricist III

Samsung Tech support wasn’t familiar with the issue and maintained that they were not aware of any ongoing issues with Frame. As a solve they wanted to send over a contracted Tech service person to diagnose it at home

This is why we need someone from Sonos to confirm that they are working with Samsung and that Samsung is aware of the issue.

F

Filux

Lyricist I

+1

The Frame 65 and Sonos Arc.

PLS FIX!!

O

Ovit

Lyricist III

So, I had a chat with the local Samsung support team today and they were fully aware of this issue and suggested a fix that at least seems to work for me so far:

Unplug the HDMI
Ensure that the TV audio options are set to auto
Factory reset Sonos Arc (pull out power and plug back in while holding connect button)
Set up Sonos Arc from the app and wait to plug back in HDMI until the setup informs you to plug in the TV.

From there it should be good.

FYI, my Frame 65” came with the latest FW updated out of the box

I’m testing this now and will monitor for a while. If it works it’s obvious that there’s still a bug here but I can live with needing very specific setup to make it work as long as it doesn’t drop out again.

G

garethtcollins

Lyricist III

I've the read the whole thread (and others) but could someone please answer definitively…

Does a 2020 Frame (QE55LS03T) work in regular ARC mode with the Sonos Arc?

i.e. Dolby Atmos DD+ compressed rather than TrueHD uncompressed. None of my intended sources are uncompressed full fat Dolby Atmos. Mainly Netflix and Sky Q. I can live with this set up if it works, with the hope that a fix comes later. Or are people still experiencing sound cut outs even when eArc is set to off.

Why? Welll because to us the art mode features of the Frame are important for where it is to be mounted. I appreciate there are better TVs out there and even other Samsungs that appear to work.

Frame TV arriving Friday. Stumbled across these issues by accident really. Never thought I'd have to pre check for any compatibility issues before purchasing two products that on paper should work together but hey ho.

Many thanks.

Gareth

O

Ovit

Lyricist III

I've the read the whole thread (and others) but could someone please answer definitively…

Does a 2020 Frame (QE55LS03T) work in regular ARC mode with the Sonos Arc?

i.e. Dolby Atmos DD+ compressed rather than TrueHD uncompressed. None of my intended sources are uncompressed full day DA. Mainly Netflix and Sky Q. I can live with this set up if this works, with the hope that a fix comes later. Or are people still experiencing sound cut outs even when eArc is set to off.

Why? We'll because to us the art mode features of the Frame are important for where it is to be mounted. I appreciate there are better TVs out there and even other Samsungs that appear to work.

Frame TV arriving Friday. Stumbled across these issues by accident really. Never thought I'd have to pre check for any compatibility issues before purchasing two products that on paper should work together but hey ho.

Many thanks.

Gareth

@garethtcollins unfortunately not. What I experienced was that it toggled the settings back whoever the Tv was turned off. I like you would have been more than happy to have ok sound as long as it would work.

G

garethtcollins

Lyricist III

I've the read the whole thread (and others) but could someone please answer definitively…

Does a 2020 Frame (QE55LS03T) work in regular ARC mode with the Sonos Arc?

i.e. Dolby Atmos DD+ compressed rather than TrueHD uncompressed. None of my intended sources are uncompressed full day DA. Mainly Netflix and Sky Q. I can live with this set up if this works, with the hope that a fix comes later. Or are people still experiencing sound cut outs even when eArc is set to off.

Why? We'll because to us the art mode features of the Frame are important for where it is to be mounted. I appreciate there are better TVs out there and even other Samsungs that appear to work.

Frame TV arriving Friday. Stumbled across these issues by accident really. Never thought I'd have to pre check for any compatibility issues before purchasing two products that on paper should work together but hey ho.

Many thanks.

Gareth

@garethtcollins unfortunately not. What I experienced was that it toggled the settings back whoever the Tv was turned off. I like you would have been more than happy to have ok sound as long as it would work.

Sorry I didn't understand. Could you elaborate? Which setting was toggled and back to what? Have I wrongly assumed that I could just set eArc to off, forget that it isn't full Dolby Atmos and have a set up that works?

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