Contributor I

Answered

Sonos Arc Samsung Frame TV eARC not working

668 replies
113605 views

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.

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

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

Show previous replies

S

silverdude

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

Happy to help. Is there a way to get directly to someone who can get us involved, I would not want to have to go through hours of troubleshooting changing HDMI etc would rather get straight to this testing programme if possible ?

C

cjattard

Lyricist II

Happy to help too. Arc and 2020 43 frame TV.

C

cxtran

Lyricist II

I am also here to help with the test. Please send the patch to my ARC as soon as you can. My return windows ends in two days (01/24/2021). Thank you.

A

alastormoody

Lyricist I

Happy to help. Maybe the customer service can PM me as the way out?

D

Dysfunctional

Enthusiast II

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 like to assist.

D

Dysfunctional

Enthusiast II

Just called the customer care dept - they have no idea what is going on (as if that’s any surprise).

S

silverdude

Lyricist III

Just called the customer care dept - they have no idea what is going on (as if that’s any surprise).

I figured that would be the case, hence my request above to give us a way into the organisation - if you just call support we will surely start troubleshooting from scratch. They should organise this out from support or give us a reference or something. I do hope it isn’t just to give the appearance of something being done.

S

samuelleibel

Lyricist II

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

Be happy to help, but customer care had no idea what I was talking about.

D

Dysfunctional

Enthusiast II

Brilliant - here’s my chat…. @Ditte (can you help?) -They have no idea what is going on….

Sonos Assistant (1/22/2021, 2:35:54 PM): Thanks, I'm transferring you to a live rep now.
Hugo G (1/22/2021, 2:38:41 PM): Hi , How are you doing? I hope everything is good. Please allow me a few minutes to catch up on the details you provided

null (1/22/2021, 2:38:52 PM): Absolutely
null (1/22/2021, 2:39:10 PM): My exact issue (and apparently a fix) is below:
null (1/22/2021, 2:39:27 PM): https://en.community.sonos.com/home-theater-228993/sonos-arc-samsung-frame-tv-earc-not-working-6842523

Hugo G (1/22/2021, 2:43:16 PM): Thank you for the information.
For now we haven't got any updates from un engineers about the issue.
But Since you are part of the beta program with new updates released Software.
Hoping that one of these new updates from the program will get the issue fix.

null (1/22/2021, 2:44:33 PM): did you look at my link? YOUR community manager said to reach out if we want to help test the fix
null (1/22/2021, 2:45:01 PM): posted by Ditte

Hugo G (1/22/2021, 2:46:18 PM): Quoting: 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.
From the link you send.

null (1/22/2021, 2:46:46 PM): Yes -and I am willing to test and I'd like the hotfix applied

Hugo G (1/22/2021, 2:47:35 PM): This would be to join the beta program, which has software updates not realized.
To join the beta program, please follow this article:
https://support.sonos.com/s/article/2967?language=en_US

null (1/22/2021, 2:48:12 PM): She says nothing about the beta program (I AM a part of your beta program)
null (1/22/2021, 2:49:11 PM): ...and your beta program hasn't sent out anything regarding this

Hugo G (1/22/2021, 2:50:11 PM): In that case, if the update from the beta program hasn't released the update regarding your issue unfortunately we will have to wait until it's released, and then tested by you guys.

null (1/22/2021, 2:51:29 PM): Then why on earth is Ditte, your community manager, posting on the open/public forum and inviting any1 experiencing the issue to test it?
null (1/22/2021, 2:52:23 PM): telling us to reach out to YOU

Hugo G (1/22/2021, 2:53:29 PM): I don't know the reason.
But I guess he was/is hoping the patch referring to the issue you are going through would be released soon enough so you guys would have it fixed.
But for now, we haven't got any updates from our engineers.

null (1/22/2021, 2:53:56 PM): Very helpful . thank you. Have a nice day.

B

BradVC

Lyricist III

I would have loved to help but I’ve returned my Frame TV as I wasn’t getting an ETA either from Samsung or Sonos regarding this issue.

Show more replies

Sign up

Login to the community