Sonos Arc Samsung Frame TV eARC not working

I have the Sonos Arc and the Samsung Frame 2020. I live in Sweden and got the patch installed yesterday. So far, it has worked since the patch.

To get the patch, I ringed support, described the problem and that there was a patch for the problem but that this patch had to manually installed (remotely) by support. It took the staff member, who had heard neither of the problem  nor the solution before, about an hour to get information about the the patch from second line of support. They installed it remotely and I was then asked to restart (unplug and then plug in) all Sonos speakers (that seemed silly so I only restarted the Sonos Arc and the speakers connect to it in the same room).

I was informed that the patch disables Sonos Arc’s screen saver, which is a work around.

It has worked since then, although I have not done any extensive testing yet.

My recommendation to my fellow community members would therefore be to not post a request for assistance here, but rather allocate an hour of your time to speak to the Support centre, describe the problem and solution as above and be patient. Very patient. In the end, it will hopefully be worth it.

This morning I called Sonos hotline (from the Netherlands) and explained my problem with ARC and Frame. The support guy understood and has been aware of the problem. He could not do it himself and created an internal support ticket to escalate to 2nd line. I gave him my sonos account I have registered my systems and now waiting for the patch. My family will be happy once this issue is resolved. The situation has been annoying for such kind of premium device. As IT guy I know to be patient and I am. Hopefully this week I can fully utilize our investment we made last year.

Hello

I also would like to receive the patch as well - my Arc is connected to q90t, thank you

@Ditte I would like to help with the testing - may I have the patch as well, please?  Thank you!

I’d like to help with testing and/or receive a fix for the issues being experienced.

We’ve had the sound either completely cutting out or causing “stuttering” (both cases requiring a restart) for the last 7 months now.

Our TV is a 2020 model Samsung Frame 55”.

Many are blaming Sonos.. but it’s the tv manufacturers. Sony came out with its firmware update that has fixed the issue. You would think   Samsung would do the same. 

For those of you who’ve had the *070 beta patch installed by support:

When you claim “it works” could you provide i bit more detail? Have any of you tested with lossless Atmos audio from 4K Bluray or a downloaded movie? Setting earc to auto on my Samsung the frame 2020 and playing lossless atmos will trigger the sound dropping off completely for 2-3 seconds about every half hour. At least that is my experience when I tested with a 4K HDR movie with lossless Atmos (I have tested 5 different movies total). 

At the moment, I keep earc off. Then I have no issues for 95% of my family media consumption and only set earc to auto when I want to watch a 4K Bluray movie with lossless atmos. For Netflix and the other streaming services I get atmos without earc enabled as the audio signal is compressed (has been discussed extensively in this thread). 

Just had a call from Sonos who contacted me via email (presumably off the back of this thread). Paul, in Customer Care, was absolutely fantastic and very helpful. We ran a series of diagnostics to confirm the problem (he could see the errors) and then he applied the patch to my Arc. Diagnostics during testing on Netflix then showed no errors. Problem hopefully solved (at least until we get a proper Samsung patch). As many others have commented, this is clearly a Samsung problem and not really Sonos’s fault. My one criticism of them would have been they could have tested their device with this Samsung range, given they are the most popular TVs in the world - they could have safely assumed that this pairing would be very common across their customer base. Anyway, great service from Sonos eventually and I was particularly impressed that they took the initiative to email and then call me, rather than expecting me to sit in a queue and call them. Hopefully I can properly enjoy the TV/Arc from this point on...

i dont have any issues with the samsung tv apps like netflix, prime and so on. everything was fine. had the issue the audio was dropping all the time. only a reboot of the arc worked. earc and atmos is turned on.

Not fixed: awful audio delay with bitstream from an xbox series x, but i guess, thats a different topic

I had the same problem. The solution was to change Audio out format to Pass-Through, not Auto or PCM. When watching content from your xbox, go to audio --> expert settings to find it.

That fixed it for me at least.