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jinjro
Contributor I
Jun 12, 2020 7:48 AM UTC
Answered

Sonos Arc Samsung Frame TV eARC not working

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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    Ditte
    DitteAnswer
    Jan 22, 2021 4:53 PM UTC

    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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    th1nkdifferent
    Contributor I
    Jan 23, 2021 8:04 PM UTC

    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


    Hi Ditte, I’m experiencing this too and am willing to try any early fixes.

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    Carl G
    Trending Lyricist I
    Jan 24, 2021 2:42 AM UTC

    On one hand I want try try it just to get this waste of money finally going.  But I’m sick of how poor the response has been and last thing I need is to be a guinea pig to see what else breaks.  This is absurd. 

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    schmidtsky
    Lyricist II
    Jan 24, 2021 3:12 AM UTC

    Is there somewhere we can get the patch from without going through support?

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    Dpod4
    Lyricist I
    Jan 24, 2021 7:10 PM UTC

    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 ?

    Me too please / brand new arc and 75” Samsung frame tv and one other 2020 Samsung tv

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    bmoody34
    Lyricist II
    Jan 25, 2021 4:19 PM UTC

    I spoke with Sonos support last week.  not sure if they made patch widely available of if they pushed to my account. I updated my system with Support own the phone and sent them a diagnostic.  Support confirmed the patch they sent me installed to my ARC.    2020 65” Frame TV with the ARC/AMP/Sub.  I have had perfect functionality since the update.  

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    iamrobs
    Lyricist I
    Jan 25, 2021 4:20 PM UTC

    Just moving to a new house and purchased the Arc and a Frame 2020 55”, looks like I better return the TV :unamused:

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    RedMan129
    Lyricist I
    Jan 25, 2021 11:17 PM UTC

    Will love to be part of a fix for this issue. Please contact me

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    flyingpadrejr
    Prodigy I
    Jan 25, 2021 11:27 PM UTC

    I would like to receive the patch as well - my Arc is connected to q90t

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    Pells
    Lyricist III
    Jan 26, 2021 2:39 AM UTC

    What gives Sonos?  If you got the vaccine for this pandemic I suggest you get it out.  My fever is hot from yelling at this damn sound bar for months. 

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    ericsson
    Lyricist II
    Jan 26, 2021 5:55 AM UTC

    I have Arc and The Frame 65” 2019. I can’t finish the setup of the Arc with the TV.

    The HDMI is in the HDMI ARC port of the One Connect box and I think the setting for the ARC mode in the TV is on, but nothing happens - it allways says that the ARC mode is not connected etc.

    I have the latest update on the TV and in the Arc / Sonos system. 
     

    The only thing I haven’t tried is the beta program of the Sonos, how can I install beta to the Arc? I have joined the beta program, but I don’t know how to install it to the device?

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