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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A

alholle2

Lyricist II

Quick update. I’ve been using the Arcana HDFury for 5 days now and everything’s worked perfectly since I installed it. If you don’t mind spending the money, it’s a good solution. Still looking forward to the fix though.

S

schmidtsky

Lyricist II

Today my Samsung Frame auto updated to 1460.9 so I went to the samsung website and can see there is a new file posted: version 1461.0. (I may give that a try this weekend to see if it has the fix)

D

Dysfunctional

Enthusiast II

Today my Samsung Frame auto updated to 1460.9 so I went to the samsung website and can see there is a new file posted: version 1461.0. (I may give that a try this weekend to see if it has the fix)

Do you have a link? I just checked and don’t see it on their site

C

crustedink

Lyricist III

refreshing this thread and the samsung website every hour.
have the same issue with a frame 2020. only solution at the moment is restarting the arc by unplugging the power cord.

K

KHW

Lyricist I

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

Ok - update from my previous post - the updates from Samsung did not work. The tech literally told me to “keep playing with it and hope that they fix the issue soon.”

I have found a workaround similar to what I’ve reposted above.

First, I have HDMI e-arc set to off, always.

Second, when the sound messes up, I check or uncheck the Dolby Atmos Capability button and the sound comes back. It doesn’t matter on my tv whether Dolby Atmos Capability is on or off. If the sound is messing up, I simply click that option, and the sound comes back.

I hope this helps.

H

hi-tone

Trending Lyricist I

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!

inewsial, do you have any news from your tech guy ?

Thanks,

G

Gamma911

Lyricist I

Hi all,

I’m having the exact same problems, own a 65” Frame (2020) and the Arc

sonos said there wasn’t an issue. I referred them to this thread

H

hi-tone

Trending Lyricist I

It seems like there will be an update for the newer Samsung TV’s (including The Frame) in late February or early March. I think Samsung (from what I can read) have acknowledged the issue is on their side as they didn’t comply with the eARC implementation.

Not sure if this is hardware or software related. I certainly hope this is only software related.

C

chris seider

Lyricist I

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

I’m still having this same issue. I’m tired of contacting customer support and going through the same troubleshooting steps. It’s obviously a problem for everyone that has this setup and very frustrating that four months later, there is still no fix

S

Stevecoz

Lyricist I

I too am having the exact same problems. I own a 65” Frame (2020) and the Arc.

Looking forward to an update.

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