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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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

P

PJFLA

Contributor II

Here to help. Message me for contact info.

N

Nzd31155

Lyricist III

Just to update you on my fix in previous post on this thread. Setting up a Kasa smart plug to power cycle the Sonos arc (every night at 2am) has worked faultlessly since. No unplugging cables or switching settings.

User impact = 0 which is what we are all after. I’ve got the TV set to auto update its firmware so hopefully when a new release is pushed out we can use the plug elsewhere….

good luck!

N

njorth

Lyricist II

Thanks Ditte! Believe it or not, I just went ahead and returned my Frame TV since it was still in the return window (and they just announced the 2021 model will be half as thick). Sorry I can’t help but appreciate Sonos’ attention on this!

M

milesch

Trending Lyricist I

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

I would love to help on this but what is the best way? Last time I reached out to customer care they were unaware of the issue.

D

ddo89

Lyricist II

Happy to help as well. Same issue with 2020 75” frame and Sonos arc. I too have a WiFi controlled power bar to cycle power to the Sonos arc. Power bar brand is Gosund. Allows the power cycles to be scheduled or recycled manually from iPhone app.

P

PJFLA

Contributor II

Just to update you on my fix in previous post on this thread. Setting up a Kasa smart plug to power cycle the Sonos arc (every night at 2am) has worked faultlessly since. No unplugging cables or switching settings.

User impact = 0 which is what we are all after. I’ve got the TV set to auto update its firmware so hopefully when a new release is pushed out we can use the plug elsewhere….

good luck!

Thanks for the tip - I missed that one. Can you share what model you used (or does it matter)

G

Guido81

Lyricist I

Happy to help also message me for contact details.

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pdmoorhouse

Lyricist III

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

Your team have put a patch on my arc already so I am now on build ending in 070, I have had no issues since the patch was uploaded last week but I am aware this is only a temporary fix , the support guy I have been dealing with (Paul) has said he would like me to be on the beta testing program, so happy to help

C

crustedink

Lyricist III

There is another thread with the same topic. after the post from doug74 i talked to the sonos support (germany) and they told me, that they will submit to my arc aswell as soon as possible. so fingers crossed, that this will fix the arc issues.

its really just a hotfix and not proper firmware update. lets hope that samsung is fixing the issue on their side soon

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