Sonos Arc Samsung Frame TV eARC not working

My update:

1. Tried sonos chat - they were useless - said I needed to call
2. Called and got support right away.  This guy Jose was great.  That being said my build for the ARC was the latest and he said there isn’t a newer one.  Their “patch” didn’t fix the problem and they are reengaging with Samsung to fix this.  He asked me to unplug my apple tv (or other HDMI devices) because they could be hijacking the signal “say whaa??” 
3. My build number on my Arc is different than what @meigs1 posted and it is lower.  However support told me the builds are regionalized so just because you have a different number doesn’t mean you don’t have the “fix”
4. Sr Engineer will call me in next 1-2 days to do some troubleshooting.  
5. Wife is still sooo pissed. Like Bridgerton with the sound cutting in and out completely sucks. 
6. Help me sonos - you are my only hope.

Thank you

After I got the update above I haven’t had the problem. Whatever they did it seems to be working. 
 

The chat person didn’t know about the update until he talked to an engineer and then they did it right away.  I suggest you call back and tell them your build is lower and you want the update.  I did that several times before the chat person checked. And then he said he didn’t know about the patch or update but was glad to know now 

Thanks @meigs1 will do that.  I kept pushing the guy to just give me the update but he kept saying I already have it.  He left to talk to an engineer for a while and that’s what he was told.  Will try again. 

Tell the engineer my build code and tell him yours.  When it is attributed to region I am in northeast US.  Ask what is the max build number in the US and what is build number in your area.  I guess I got lucky because the person I got took action.  Did something so I could get it through normal Sonos update.  
 

good luck. 

hmmm good to know - I am in Long Island.  

I also got told to call Samsung etc.  I shared the thread and told him to go to pg 19 where a couple people talked about patch. That created additional motivation.  I think the build code should maybe help. 
 

inwonder if it is a Samsung problem and this patch just hides the problem maybe cycles power at 3 am or something like that. Until whatever fix is finally rendered anything is a big help. I was going to take my arc back. 
I am in PA so we are pretty close too 

The contact from the Sonos escalation team  called me today at the agreed time and walked me through some steps to allow him to patch the arc.  Was able to play Atmos content after, of course this is no guarantee given the intermittent issue.  He was very clear at the outset that this is a Samsung HDMI compliance issue and that this is a temporary fix while Samsung fix it.  Will let you know if I get any issues but so far so good.

Related to this amd atmos.  When I stream jack ryan series from Amazon I get Dolby atmos connection as described.  There are other UHD movies I have purchased on Amazon that I believe are also Atmos but they say Dolby 5.1 PCM. 
 

I know it works with at least jack ryan. Is there a trick or something I am missing. Or is it there is limited atmos content available 

I got the update today after speaking with support for about 30 min (Norway). Unfortunately the update failed and now my Arc is useless, it cannot connect to the internet anymore. Have tried a factory reset without any luck and will have to reach out to Sonia Support again tomorrow.

Called Sonos support and the young lady promised me that my issue was poor wireless service to the Arc. I promised her that it was not and would like to speak to an engineer. She obliged politely and they called me back the next day. The gentlemen said he is on a team of 15 engineers and he himself has seen this issue at least 4 times. So he estimated they have had 50+ calls on this. 

He applied the build update for the Arc through the Sonos app on my phone in about 30 seconds. Works great.