Sonos Arc Samsung Frame TV eARC not working

Hi @Ditte I’d love to help, and receive the patch.  Got the 75” Samsung Q95T here in the UK with Arc, Sub 3, and 1’s and it’s driving the family mad :-).  I’m on the Sonos beta programme too.

This has become the most disappointing entertainment purchasing experience.

I requested a callback from Samsung over a week ago and have received no response.

Have been eagerly waiting for update about a final fix for months on this thread from Ditte or other Samsung official. Spoke with someone from Sonos a few days ago and though I think they sincerely made attempts to help me, I was told there was no solution for the problem of sound cutting in and out on my Sonos Arc connected to my 2020 Samsung Frame.

Though I do think most of blame goes to Samsung for this connectivity issue, I do think that the cost of these devices and highly regarded reputation of both companies should have led to solution for this months ago. Feels like it it going completely unnoticed by both parties

Although I didn’t want it to come to this, I’m afraid I’ll end up requesting a full refund of my Sonos equipment because of this poor performance with combined devices. 

Have some progress to report.  After my poor experience on the website chat, I received a follow up email, I replied with my thoughts and frustration at the situation and that the patch wasn’t allegedly available to me because it is only for beta users (according to the chat person).  Today I received a response from an escalation person who has asked me for a convenient time to install the patch this week !!!!  So pleased.  Apparently it is only temporary while they resolve at the Samsung side, and causes the screensaver (?) on the arc to be disabled but I’m happy to give it a go.  
 

The patch reduces the load on the TV apparently, and “reduces the prevalence” of the issue (which I read to mean it doesn’t fully resolve it).  Will report back, have asked for it to be done Thursday.

It would be interesting to learn more about ‘reduces the load on the TV’, is there something inherent in the design of the Arc which is proving to be problematic with connected hardware?

I read it more as the Samsung is struggling under the load so the patch means the Arc takes on more tasks that the Samsung should be doing.

Same issue. I have the 75 inch Frame TV and Arc. So frustrating. It happens usually when I listen to music via Bluetooth and then try to watch something streaming. Is there a fix yet?

Was able to get Sonos to apply the patch about 24 hours ago.  My setup is a QLED Frame TV 2020 (55 inch) LS03T and a Sonos Arc + Sub.  Upon applying the patch, the audio cut-out issue has NOT occurred once.  I have eARC and Atoms enabled on the TV and tested various sound profiles via appls on the TV (Atomos, 5.1, TrueHD, etc.) everything sounds great.  When Atmos is playing, the Sonos app properly reflects it.  I’ll update here every few days but so far so good.

Where are you and what steps did you have to go through? - last time I contacted support they had no idea and refused to do anything (that was about a week ago). I’m in the US…...I’ve seen people from the UK getting the update. Fingers crossed it keeps working for you!

I’m in the US.  It took 4 or 5 calls to finally get traction.  On my last call, the support agent escalated me to a supervisor appointment, where I was able to schedule a call with a supervisor/engineer.  Once I was on the call with that individual, they were able to diagnose and apply the patch without any issue. 

I did the chat and told the rep there is a patch. He connected with an engineer and they set my system to do normal Sonia update to install new arc software. 
 

the new build for the arc is 61185070.  This is supposed to have a fix for Samsung frame.