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jinjro
Contributor I
June 12, 2020
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
    January 22, 2021

    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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    crustedink
    Lyricist III
    January 27, 2021

     

    … 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. 


    thanks, will try that again, but didnt work the last time, at least not for dolby atmos games

    Rjk75
    Lyricist I
    January 27, 2021

    I contacted support to assist and they said since I had a Arc SL I was out of luck for the existing patch which I find unlikely that there is a different firmware. 

    rip22
    Contributor I
    January 28, 2021


    Hi all, same issues here with Samsung The Frame 55” 2020 with eArc


    When I contacted support 2 times in 24 hours they put through the process of troubleshooting I requested the patch but was not able to get it from them.

     

    Its annoying having to power cycle the Arc every 2 days not to mention trying to play dolby atmos using earc on my Samsung the frame 2020 will trigger the sound dropping off completely for 2-3 every 30 minutes or so.

     

    @Ditte or support can you help getting the patch? 

    case number 02560667

     

    RP
    silverdude
    Lyricist III
    January 28, 2021

    I spoke to support last night and they repeatedly said it was a Samsung issue and denied any patch then eventually after I repeatedly referred to this forum said that you have to be in the beta program to get the patch/next version early.  Crazy after this amount of time of knowing of the issue ! 

    Hernan4Gov
    Lyricist III
    January 28, 2021

    Called the US support team twice, was on with them for 30+ min each time and they had no clue what I was talking about.  Seems like this issue and the patch are not tightly coordinated with the dial-in support team.

     

    @Ditte or someone from Sonos Customer Care, can you assist? 

    mirlan
    Lyricist I
    January 29, 2021

    Samsung Frame 2020 75” and Sonos Arc.  I’ve updated the TV to the latest firmware downloaded from Samsung’s support site using a USB drive.  Still the same stuttering problem.

    I have a Sonos Playbase and it works perfectly with this TV.

    Will Sonos help me or return/refund my Arc?

    Millsuk
    Lyricist III
    January 29, 2021

    Quick update for the long time sufferers. Patch was pushed to both my Arcs on the 15th Jan, both are still working perfectly without a single reboot. If you haven’t already, chase support for the fix. 

    jeffafett
    Lyricist I
    January 29, 2021

    im over sonos and there bull****, i have tried numerous times for the patch and no one seems to understand what the patch is and what is needed for it 

     

    *Moderator Note: Modified in accordance with the community guidelines.*

     

    psu
    Lyricist III
    January 30, 2021

    I called Sonos support today and they applied the patch manually.  So far so good, on my 2020 Samsung Frame and Sonos Arc setup.  The first line customer support agent had to transfer me to a supervisor, who asked me to run a diagnostic check, then he made some back end changes, then I was able to update the Sonos system using the Sonos app.  He repeatedly told me that it is Samsung’s issue and they viewed this as a temporary solution until Samsung provides a fix.  The Sonos screen saver won’t work in the meantime, but who uses it anyway?  In total it was a 45 minute phone call and it’s working perfectly now.

    ericsson
    Lyricist II
    January 31, 2021

    I have the patch installed but still not working. 🤬 (The Frame 2019)

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