Sonos Arc Samsung Frame TV eARC not working

Hey everyone..thought I’d chime in on this topic after reading several posts. First of all, I do not have a Samsung tv, but a new Sony 65” with Arc Sub and One SL’s. After setting my system up a few months ago ( June to be exact) I started to have the audio drop issues like so many others. I’d reset the tv and it fixed it...till it happened again. It was getting old. I was blaming Sonos , then Sony.  After emailing the Sonos CEO, Sonos actually sent a replacement Arc and day two the audio issue was back. I boxed up the replacement Arc and sent it back. Pretty upsetting to say the least. And you really don’t communicate with the CEO,  but customer service that sets up a date and time to call you on the phone to discuss the issues.
 

Then boom!!! Sony came out with a firmware update and no more issues. It’s been 4 weeks now and couldn’t be happier. So my point is that it’s not a Sonos issue, but the tv manufacturers. The updates do not go out to everyone at the same time. I’ve  read that some have done the latest Samsung firmware 1460.9 and still not resolved the issue which means that Samsung has to tweak it. 

An update from me - We have a 2020 50” Frame and a Sonos Arc, Sub and 2x 1’s in a surround setup.  

We had the intermittent switching between HDMI and eARC which was only resolved by unplugging and re-plugging the cables which was a royal PITA.

I downloaded the firmware update onto USB despite the telly saying it had the latest version.  Plugged in the USB, manually forced the update which it said it was already in place and sat back to see what happened.

After a unplug, count to 10 and re-plug all the systems back in it’s worked perfectly since then.  I also have an xbox plugged into HDMI and we’ve had no issues whichever system we’ve used since.  

We’re using all the standard cables, nothing special.

Yet another +1 on this topic.  I was running an older Samsung TV and an older Sonos setup.  I decided to treat myself over the holidays and upgraded both - Samsung Frame TV and Sonos Arc + 2 surrounds.  I installed the Arc and the surrounds a few weeks ago and everything worked perfect with the older Samsung TV (using eArc as well, oddly).  Then yesterday finally got around to upgrading the TV and everything went to hell.  The sound cuts out every few seconds and I’ve tried changing all the settings to no avail.  Now that I see what a widespread problem this is, it’s nuts.  I’m going to try what Nzd31155 just suggested and see if that works.

if the ‘check for updates’ is greyed out - quite the apps so you’re just on normal tv - that took me 20 mins to work out!

I too have bought the HD Fury Arcana but I cannot get it to work.  How have you set this up with your Frame TV?

Welp, I tried this but unfortunately it didn’t work for me.  Interestingly, the TV says there are ‘no updates available’.  But, if you go on the website, you can clearly get a newer version of firmware.  So, I downloaded it and installed it into the box (pretty easy to do).  Then I plugged everything in and it worked great!  Then I cycled the TV and it went right back to the way it was - sound cutting out every other second :(

@bmoody34 - I plugged in the HDFury Arcana and didn’t change any of the settings and it worked fine.  There are not very many settings to change, so if it’s not working, the cords may be plugged into the wrong places.  In my setup, the HDMI Out goes to the Frame TV (HDMI 3 jack on the Frame), HDMI In comes from the Cable Box and eARC out goes to the Sonos Arc.  It works fine as a temporary solution, but it has some quirks as I mentioned in my earlier post, so I’m holding out for a real solution from Samsung and Sonos.

I probably should have just bought a Beam instead of the Arc.  I don’t really care about Atmos sound and just want something that works.  The eARC connection is just too glitchy.

hi everyone, i just thought i would share my experience as I have tried two different soundbars.

My tv is samsung 55 inch 2020 frame model. I initially fixed it with samsung 60T soundbar. It worked well . There were no problems of sync issues. it was connected to eArc port. Crucially, i could easily toggle between the TV using soundbar as output sound or the TV itself.

I really wanted dolby atmos with nice bass though so I bought sonos arc, admittedly knowing i could face this issue as i had read this thread before. With sonos, i am facing exactly the same problem as everyone, such as everytime the TV is left for a bit or art mode is enabled it goes back to default setting and it skips audio. My software version is 1460.9 btw. Toggling the HDMI eARC and dolby atmos appears to fix it, but by god, it is frustrating.

But here’s my observation: when this issue happens I can NOT set the sound to TV’s native sound output. everytime i set it to native sound output, it first reverts back to HDMI eARC and then quickly shows HDMI ARC.

I see a few people have come to the conclusion that it is TV’s problem. I am not so sure. I think it is sonos problem as my previous soundbar (admittedly a samsung soundbar) worked fine. it also struggles with HDMI eARC/native tv speaker toggle, which means sonos is constantly sending signal to make itself default and changing the format in that way.

There are plenty of examples in history where companies with great products have failed due to their reluctance of appreciating user experience. I would hate to see sonos moving in that direction - the sound of ARC when playing music is so nice! However, i may have no other option but to return it if it is not fixed in the next 2 weeks of return period.

Note to Samsung users: firmware updates are pushed to their web site BEFORE they are signalled for automatic update. This lets them roll out firmware updates slowly (by users doing a manual update), just in case something is broken (cf. Sony in November), and when they are confident they turn on automatic updates.

This is not uncommon for firmware updates generally, and is sometimes known as a “scream test” - if no-one screams, its good.

Absolutely shocking that Samsung/Sonos have left their customers with this issue for 6 months plus without resolution, which leads me to think it is not something that can easily be fixed in firmware perhaps (or they would surely have done so by now?)

I keep reading people saying the settings don’t help - I thought that switching off e-arc would help, I have now also switched off Dolby Atmos compatibility.  This brought back sound, is that likely to be  temporary?  I read somewhere about asking Samsung staff for a “Netherlands update” or something, has anyone seen that?  Surely we can’t let this rest after spending thousands on technology, come on Sonos this is not what we expect - if it is a Samsung issue then tell us!