Contributor I

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Sonos Arc Samsung Frame TV eARC not working

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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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P

psu

Lyricist III

@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.

As a follow up on the HDFury Arcana, last night the TV and sound turned on spontaneously in the middle of the night, following a brief internet outage. Due to that, plus the other quirks I’ve noticed, I’m going to return the HDFury Arcana. It’s a workable temporary solution, but still not perfect and has its own frustrations. I think I’m also going to return the Sonos Arc and use a Beam instead. The Beam’s sound isn’t as good as the Arc, but it works much better with the Frame.

A

alholle2

Lyricist II

@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.

As a follow up on the HDFury Arcana, last night the TV and sound turned on spontaneously in the middle of the night, following a brief internet outage. Due to that, plus the other quirks I’ve noticed, I’m going to return the HDFury Arcana. It’s a workable temporary solution, but still not perfect and has its own frustrations. I think I’m also going to return the Sonos Arc and use a Beam instead. The Beam’s sound isn’t as good as the Arc, but it works much better with the Frame.

I purchased the Arcana as well. I’ve only had it plugged in for about 5 min but it seems to be working perfectly.

The frame tv turning on in the middle of the night has happened to me since I first bought it. I think it has something to do with the batteries being low in the remote. I don’t think that was because of the arcana. I’ll keep everyone posted on how it continues to work.

Before I bought the arcana, I had a timer on the outlet plug for arc. It turned the power off from 3am to 5am every morning. The arc was working perfectly ever since I did that. If the arcana quits working I’ll just go back to doing that. If I hadn’t already purchased the arcana, I would have just kept doing that.

All that being said, I can’t believe I have to deal with this issue. Super disappointed in whoever’s fault this is. Paid a pretty penny for both of the devices. Wouldn’t think you’d have jury rig it to get it to work.

I

inewsial

Lyricist III

A quick update: I had a phone call with a Sonos support agent.

They confirmed that:

It is a known issue and they are very well aware of it. Right now it has a quite high priority (but not sure to what extend).
They are in contact with Samsung. Sonos engineers is saying that the issue is on Samsung side: they haven’t implemented the eARC specification in compliance
Sonos engineering team is working on a workaround/hotfix. No timeline yet, but the agent told me that he would have some updates soon. I’ll reach back to him in 1-2 weeks and see the progress.

Please take some time to create a support ticket on Samsung side so that our issue is raised and prioritized properly.

Thanks!

C

cjattard

Lyricist II

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.

How did you “manually force(d) the update” on the samsung TV, it looks like i have 1460 and I have 1460.9 firmware on the USB stick but the TV is stating it already has the latest firmware.

Thanks!

N

Nzd31155

Lyricist III

Instead of waiting for it to auto initiate the update - you can go into the telly settings (make sure you are on a terrestrial tv channel and not Netflix for example and you can click on the check for updates and it pulls it from the usb - there’s YouTube vids on exactly how to do it.

Update from me - it all worked lovely for a week and the yesterday started mucking about again. I’ve attached a smart plug and set it to run daily power cycle through the night. Let’s see if that helps...

N

Nzd31155

Lyricist III

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!

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 :(

Ah man sorry to hear that. It’s ultra frustrating right.

K

KHW

Lyricist I

I’ve had the same issue with my 2020 Frame and Sonos Arc, have worked with both Sonos and Samsung, and Samsung Care has been to the house twice and will be back again on Friday. Attempted a new one box, didn’t work, bu they’re saying something similar to Nzd31155.

The 1460 updates available on the Samsung website are not the most up-to-date updates. There is (supposedly) a newer update (only currently available through the Samsung tech dept) that fixes this issue, and Samsung Care is coming back to our house on Friday to install.

I’ll report back on how it works.

N

Nzd31155

Lyricist III

Fingers crossed it fixes. Over the last week using a smart plug power cycling both the TV & Sonos in the night I’ve not had another issue on the HDMI-eArc/ HDMI switching. Would prefer the software to work but this interim is working for the moment.

C

cxtran

Lyricist II

This is a work around that works for me when the Sound shut off and on every few seconds

From TV > Setting > Sound > Expert Sertings.

In this page, perform the folowing:

1. HDMI-eARC Mode > Off

2. Dolby Atmos Compatibility > Unchecked

One you are done these steps, the sound should be on. However, we are not in HDMI-eARC and Dolby Atmos.

To turn the Dolby Atmos and HDMI-eARC, follow the exact order:

From TV > Setting > Sound > Expert Sertings.

In this page, perform the following steps

1. Dolby Atmos Compatibility > Checked

Wait for about 10 seconds

2. HDMI-eARC Mode > Auto

After complete these steps, the sound should be on with Dolby Atmos and HDMI-eARC.

This solution does not fix the issue permanently. It might come back the next day. Then you have do these steps over again.

My system configuration

The Frame 50 Inch, Firmware 1460

ARC, Sub (3rd), One SL.Firmware: Latest

S

schmidtsky

Lyricist II

I am hoping this is true: in a Samsung forum for this same issue, a user posted that Samsung Support said a fix should be coming in the March Update.

https://eu.community.samsung.com/t5/tv/sound-cutting-out-intermittently-on-2020-frame-tv-with-connected/td-p/2302114

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