Contributor I

Answered

Sonos Arc Samsung Frame TV eARC not working

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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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DitteAnswer

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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Ive_Got_Worms

Lyricist I

I have an Arc and a 2020 Samsung The Frame 65” TV. Have had same issue since I purchased both in September. I am pleased to say today it is finally resolved.

I used Sonos Support Chat and asked for the patch referenced in this thread. Build #61183220

The support agent made me run through some questions and diagnostics. She then sent a patch to my Sonos different from the one above. I loaded it and so far (very early hours so far since receiving patch) things are working. Interestingly enough my patch build # is different and it is build #61185271.

I am based in North Carolina, USA.

B

Brad_J

Lyricist II

I have an Arc and a 2020 Samsung The Frame 65” TV. Have had same issue since I purchased both in September. I am pleased to say today it is finally resolved.

I used Sonos Support Chat and asked for the patch referenced in this thread. Build #61183220

The support agent made me run through some questions and diagnostics. She then sent a patch to my Sonos different from the one above. I loaded it and so far (very early hours so far since receiving patch) things are working. Interestingly enough my patch build # is different and it is build #61185271.

I am based in North Carolina, USA.

This is the same build I had installed, NC. My guess is this is a new build or that user was in a different country.

I

Ive_Got_Worms

Lyricist I

With the build and the sound no longer skipping for the The Frame with HDMI-eARC Mode set to Auto and Dolby Atmos Compatability on what do I need to do to get Atmos? In Amazon Prime Video I tried Jack Ryan and the Sonos app is only reporting Digital PCM 5.1 and not Atmos.

D

Dysfunctional

Enthusiast II

With the build and the sound no longer skipping for the The Frame with HDMI-eARC Mode set to Auto and Dolby Atmos Compatability on what do I need to do to get Atmos? In Amazon Prime Video I tried Jack Ryan and the Sonos app is only reporting Digital PCM 5.1 and not Atmos.

Only certain seasons are in atmos - as you’re looking through the menu on Prime it will specifically say “Atmos” (I don’t remember if s1 or s2 has it - and also don’t remember if the atmos was on hd or uhd) - Prime is weird that way.

I

Ive_Got_Worms

Lyricist I

With the build and the sound no longer skipping for the The Frame with HDMI-eARC Mode set to Auto and Dolby Atmos Compatability on what do I need to do to get Atmos? In Amazon Prime Video I tried Jack Ryan and the Sonos app is only reporting Digital PCM 5.1 and not Atmos.

Only certain seasons are in atmos - as you’re looking through the menu on Prime it will specifically say “Atmos” (I don’t remember if s1 or s2 has it - and also don’t remember if the atmos was on hd or uhd) - Prime is weird that way.

Thank you!

J

JeffDC

Lyricist I

Hi all, I have a 2019 Frame TV (I think just ARC, not eARC). Do any of you know whether the issues described above happen with this slightly older TV?

Thanks!

D

Dysfunctional

Enthusiast II

Hi all, I have a 2019 Frame TV (I think just ARC, not eARC). Do any of you know whether the issues described above happen with this slightly older TV?

Thanks!

No this particular issue is just for the newer ones with EARC

N

NightStorm

Lyricist I

I got a Sonos Arc, a sub, and two satellites in December. With our new 2020 Samsung 65” Frame TV it never worked, sound cutting in and out constantly. In the beginning I spent way too much money on HDMI cables trying to get stable audio. Eventually I did an online chat with Sonos support, learned that the “Check for updates” in the Samsung menu is useless, downloaded and applied a firmware update available on the Samsung website, and still no joy.

Monday I called Sonos support and spent about an hour and 40 minutes on the phone going through lots of “try this-es” and various intervals on hold. Just after 8:30 EST she told me my case would be escalated and I would get an email. Sonos has a nice system for this, I used the web link they provided to schedule a call-back which I got last night. At exactly the scheduled time I got a call and within 15 to 20 minutes my Arc was updated with their patch. The difference was immediate, no more audio drop-outs verified by continued functionality today. For the first time in two months it works as it should.

The customer care engineer wondered aloud how many other manufacturer’s devices were experiencing similar problems with the Samsung Frame. He commented that Samsung had non implemented the HDMI-CEC specification correctly and that this Sonos patch was a work around (something to do with disabling the screen saver on the HDMI channel, the black-and-white pattern you can see if you ever switch the TV to the eArc port). He took diagnostic dumps before and after the patch, said that Samsung was interested in any information about this issue that they could acquire.

As of now mine is working as it should. No one likes spending over an hour on the phone with tech. support but I do understand the necessity of pre-qualifying whether or not to escalate an issue or not. First level support does need to document this requirement and yes, no one likes to spend their evening doing so. For me it was worth it.

Despite the problems I did find Sonos support to be excellent. Both online and by phone, they do spend the time with you. I never did contact Samsung support, it looked like quite a wall to climb to get there.

H

haydenh

Lyricist I

After three phone calls I finally got an agent who would escalate to “engineering”. The engineering rep was extremely helpful, patch applied yesterday, and so far no issues. I'm very optimistic. I was having to reboot every single day. So far so good! Build 61185070.

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Dysfunctional

Enthusiast II

I was finally able to get through to level 2 of jumangi myself.... Took just over an hour while level 1 gathered my info and sent me up the chain. They applied the update (in my case build 61185070) and so far so good.

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