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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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    hi-tone
    Trending Lyricist I
    December 10, 2020

    I have the same issues with a Frame 65” and Sonos ARC. Just bought both within the last 30 days.
    In the first week or so everything worked well, then I started to get the constant changing between HDMI and eARC with the cutting sound as a result. I too could either plug out the power cord or the HDMI cable. Plug it back in and it would work well again UNTIL I would leave the TV off for a few hours or the next day. I could also mingle around with the “Sound” menu and switch ON/OFF Atmos experience or eARC menu a few times and eventually the sound would be back to normal, but still after  every time my TV’s been off for a few hours. Same as everyone else in here I suppose.

     

    It should be said that I am running everything over an Apple TV4K as I don't have cable, however I could still hear the impact by the “clicking” feedback while scrolling through the samsung menu’s..still the cutting sound of course.

     

    SO...last night I update the Sonos Firmware to 12.2.2 on my ARC. I am still using the old Frame firmware 1403. This morning - no change. Turned the TV OFF for at least 5 hours (This would be enough time to have the cutting sound effect back). HOWEVER, I then tuned the ARC with TRUEPLAY and exchanged the HDMI cable with another (from the one that came with the Sonos ARC box). I didn't suspect this would have an effect, but... IT DID! I switched on the TV and it worked well from the first moment. I’m still doubtful if this will come back in the morning. I’ll check up tomorrow if I still have positive news.
     

    EDIT: After 40 minutes with the TV OFF .. the cutting sound was back… :( 40 effing minutes !!

    garethtcollins
    Lyricist III
    December 10, 2020

    (I just posted this over on the Samsung forum, but it may be helpful to some here)

     

    Well I've held off posting this because I didn't want to jinx it.... But as far as my set up is concerned, everything is working as it should be. 

     

    I have a new Frame 55 inch (QE55LS03T) and a new Arc bought on black Friday. I presume because of the recency of purchase the manufacturing date of each should be recent too, perhaps not but I'll assume it is. 

     

    I am very picky and detail oriented. I've read all the myriad threads about this issue and was dreading connecting the two up to be honest. 

     

    Straight out of the box, as expected, no sound when eArc was set to Auto. 

     

    Updated firmware of both the TV and arc and hey presto! Full Dolby Atmos from the built in Netflix app, I get the correct flag on the Sonos app and the About My System reports it as "Dolby Atmos" with no DD+ in brackets.  I have Sky Q but haven't found any suitable content to test with yet. 

     

    I've had no skips, no problems at all. Being on furlough currently and excited about my new tech means I've pretty much been using it constantly (6 Underground in Atmos. Wow!). 

     

    The TV has been off and on lots. And day to day it's come back on and played correctly without the need to unplug or reset anything. 

     

    I'm really surprised actually and immensely relieved!

    hi-tone
    Trending Lyricist I
    December 11, 2020

    (I just posted this over on the Samsung forum, but it may be helpful to some here)

     

    Well I've held off posting this because I didn't want to jinx it.... But as far as my set up is concerned, everything is working as it should be. 

     

    I have a new Frame 55 inch (QE55LS03T) and a new Arc bought on black Friday. I presume because of the recency of purchase the manufacturing date of each should be recent too, perhaps not but I'll assume it is. 

     

    I am very picky and detail oriented. I've read all the myriad threads about this issue and was dreading connecting the two up to be honest. 

     

    Straight out of the box, as expected, no sound when eArc was set to Auto. 

     

    Updated firmware of both the TV and arc and hey presto! Full Dolby Atmos from the built in Netflix app, I get the correct flag on the Sonos app and the About My System reports it as "Dolby Atmos" with no DD+ in brackets.  I have Sky Q but haven't found any suitable content to test with yet. 

     

    I've had no skips, no problems at all. Being on furlough currently and excited about my new tech means I've pretty much been using it constantly (6 Underground in Atmos. Wow!). 

     

    The TV has been off and on lots. And day to day it's come back on and played correctly without the need to unplug or reset anything. 

     

    I'm really surprised actually and immensely relieved!

     

    garethtcollins,

    • Do you use the Sonos S2 app ?
    • Could you tell us what your ARC HW version is ? ( It is also stated under “About My System” in the Sonos App)

    Thanks,

    garethtcollins
    Lyricist III
    December 11, 2020

     

     

     

     

    garethtcollins,

    • Do you use the Sonos S2 app ?
    • Could you tell us what your ARC HW version is ? ( It is also stated under “About My System” in the Sonos App)

    Thanks,

    Yes, the gold one. 

    Arc HW version 1.27.1.8-2.1

     

    I'll hold off on putting the flags out then if the issue may still crop up. 

    That makes it an even stranger bug though. Clearly the two can communicate with each other and produce flawless Dolby Atmos as I'm getting now. But then something must happen to break that. It seems time is a factor.... Could it be some memory buffer that is getting filled but not flushed properly and over time this manifests to the point where the balance is tipped and it overflows? I bet it's something really small and insignificant anyway; it must be the accumulation of a small error rather than the error itself as the units can play happily together for some time. 

    Simwit
    Lyricist III
    December 11, 2020

    Ok. I may have had a breakthrough. Fingers crossed. I have only tested for 1 day so needs longer to test but I have not had the sound in and out issues when I leave the TV off for a few hours. 

    1. I have updated to the latest firmware 1460.9. There are different versions for different Frame TVs so the links we have posted above don’t work for all Frame TVs as I learned so simply going to Samsung Support for your country and enter your model number.
    2. After updating I still had the issue. However, I then reset the TV. Settings->General->Reset
    3. Then I did not turn on HDMI-eARC Mode in Expert Settings.

    The TV Dolby Atmos was on by default and it picks up the Sonos Arc and states that Atmos was detected.

    The Sound Output still lists the Receiver (HDMI-eARC) connected not Receiver (HDMI) which suggests eARC is on despite the toggle being off in settings.

    I hope this continues to work and hope it helps others.

    keep us posted! Sounds promising 

     

     

    Unfortunately the issue has returned when I left the TV for a while :rolling_eyes:

     

    iimthomas
    Lyricist III
    December 11, 2020

    Ok. I may have had a breakthrough. Fingers crossed. I have only tested for 1 day so needs longer to test but I have not had the sound in and out issues when I leave the TV off for a few hours. 

    1. I have updated to the latest firmware 1460.9. There are different versions for different Frame TVs so the links we have posted above don’t work for all Frame TVs as I learned so simply going to Samsung Support for your country and enter your model number.
    2. After updating I still had the issue. However, I then reset the TV. Settings->General->Reset
    3. Then I did not turn on HDMI-eARC Mode in Expert Settings.

    The TV Dolby Atmos was on by default and it picks up the Sonos Arc and states that Atmos was detected.

    The Sound Output still lists the Receiver (HDMI-eARC) connected not Receiver (HDMI) which suggests eARC is on despite the toggle being off in settings.

    I hope this continues to work and hope it helps others.

    keep us posted! Sounds promising 

     

     

    Unfortunately the issue has returned when I left the TV for a while :rolling_eyes:

     

    Yep, my audio is always broken in the morning. Right now I have a smart plug scheduled to reset my sonos late in the evening, about when I would watch TV. A smart plug also lets me reset my sonos without having to go over to it and unplug it manually. 

     

    I love my frame and my sonos arc so this will have to do for now.

    Simwit
    Lyricist III
    December 11, 2020

    Ok. I may have had a breakthrough. Fingers crossed. I have only tested for 1 day so needs longer to test but I have not had the sound in and out issues when I leave the TV off for a few hours. 

    1. I have updated to the latest firmware 1460.9. There are different versions for different Frame TVs so the links we have posted above don’t work for all Frame TVs as I learned so simply going to Samsung Support for your country and enter your model number.
    2. After updating I still had the issue. However, I then reset the TV. Settings->General->Reset
    3. Then I did not turn on HDMI-eARC Mode in Expert Settings.

    The TV Dolby Atmos was on by default and it picks up the Sonos Arc and states that Atmos was detected.

    The Sound Output still lists the Receiver (HDMI-eARC) connected not Receiver (HDMI) which suggests eARC is on despite the toggle being off in settings.

    I hope this continues to work and hope it helps others.

    keep us posted! Sounds promising 

     

     

    Unfortunately the issue has returned when I left the TV for a while :rolling_eyes:

     

    Yep, my audio is always broken in the morning. Right now I have a smart plug scheduled to reset my sonos late in the evening, about when I would watch TV. A smart plug also lets me reset my sonos without having to go over to it and unplug it manually. 

     

    I love my frame and my sonos arc so this will have to do for now.

    I am planning to do the same. I use a Logitech Harmony Elite remote so will just add the off/on to the start up procedure. Seems so ridiculous that we are at this stage months later.

    hendry
    Lyricist III
    December 11, 2020

    But then something must happen to break that. It seems time is a factor.... Could it be some memory buffer that is getting filled but not flushed properly and over time this manifests to the point where the balance is tipped and it overflows? I bet it's something really small and insignificant anyway; it must be the accumulation of a small error rather than the error itself as the units can play happily together for some time. 

     

    TV: The Frame 2020 65” (1460.9)

      Sound Output: Receiver HDMI - Earc

      EArc Mode: Auto

      Digital Sound Output:  Auto

      Atmos: Enabled

    ARC: HW Version (1.27.1.8-1.2)

    Sonos OS: S2 (12.2.2)

    Xfinity X1GV4 (HDMI 1) and Fire Cube Gen2 (HDMI 2) 

    All networking through wifi

    I have to ask my question again: What are the chances this is a hardware issue that cannot be corrected by a firmware update? I have only actually lost sound once in 15 plus days of testing. Toggling Earc settings fixed it. I don’t have skips and the sound comes on as expected when I switch the tv on next day. Watched about 3 hours of Netflix, Amazon each night (alternating between Fire Cube, Tv, and Xfinity apps).  

    I did have the tv sound switch from Earc to internal speakers when going from Spotify with the tv off to watching tv today (tv sound and Arc Spotify played simultaneously) , but was fixed by re-enabling Earc on tv.

    So while there are issues with my setup, they are not as prevalent as others are reporting. Still, I have the feeling it is only a matter of time before the handshake between the two starts to degrade. Anybody seen any reports of the Arc SL sold at Costco having any issues? Interesting that a new model has been manufactured.

    Sonos please explain if you have pinpointed the issue. Almost 6 months now. 

     

      hendry
      Lyricist III
      December 11, 2020

      Has anyone gotten the frame to work eARC to another brand of receiver and sound speakers?

       

      I had another sound bar with eARC. The Samsung - HW-Q950T that I tested for a week. It never dropped sound, but had some sync issues that I could never quite adjust with the delays and there were some issue with the built in Alexa. Kept the Arc since I liked the sound better (after TruePlay) and have other Sonos products throughout the house. I hope this was the correct choice.

      DNSG
      Lyricist I
      December 12, 2020

      I found a workaround: I deactivate Anynet. Then I use only the TV speakers, which I prefer with the usual TV stuff, which is mainly talks, where IMHO the Arc does not a good job. If there is a movie, where I want to have the full sound, I activate Anynet, and the Arc drops in with no sound issues. This issue only appears, if the TV is switched on with activated Anynet.

      If Anynet always stays activated, it just needs to toggle the Dolby Atmos setting. Neither the status itself, nor the eARC setting has an impact.

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