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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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    Pells
    Lyricist III
    February 16, 2021

    Hi All….just wanted to close this out and say that I too was given the patch via support.  An engineer emailed me and installed it.  Everything seems to be working great over 5 days.  Very pleased at Sonos for taking care of this even though its “Samsungs fault” of course.  

    Will miss you all.  

     

     

      jthawke
      Lyricist III
      February 16, 2021

      Has anyone heard any indication that this release will be pushed to the general public anytime soon?  I’m tired of having to turn my Sonos off all the time but I also don’t have three hours to spend on the phone with tech support.

      This patch obviously works and I don’t understand why it hasn’t been released.

        hi-tone
        Trending Lyricist I
        February 16, 2021

        Has anyone heard any indication that this release will be pushed to the general public anytime soon?  I’m tired of having to turn my Sonos off all the time but I also don’t have three hours to spend on the phone with tech support.

        This patch obviously works and I don’t understand why it hasn’t been released.

        exactly my words. Why not generally release the update ? Is there a compromise with other functionalities with this patch ?

        controlav
        controlav
        Lead Maestro
        February 17, 2021

        exactly my words. Why not generally release the update ? Is there a compromise with other functionalities with this patch ?

        Speculation: this is a work-around for whatever Samsung is doing wrong, and it doesn’t work with everyone else (who are doing things correctly with eARC), therefore cannot be pushed to everyone. I assume Sonos are waiting for Samsung to push the real fix to everyone’s TVs.

        Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.
        Joeinport
        Lyricist II
        February 17, 2021

        I contacted Sonos via the online chat and it took all of 5 minutes to have the patch applied, stated I had a frame and an arc and that I was aware the engineers had a patch available, they applied the patch straight away without any further questions. So now the problem has gone, however I have noticed that if I stream at is content the atmos logo doesn’t appear in the Sonos app. Has anyone else with the patch experienced this, is it possible that the patch disables atmos and that’s the temporary fix?

        Cosimo F
        Lyricist III
        February 17, 2021

        I’m also experiencing what I believe to be connection issues between the Sonos Arc and a 2020 model Samsung Frame 55”.

        I’ve spent considerable time speaking to both Sonos and Samsung support and neither have been particularly helpful. The Samsung support in particular has been a criminal waste of time, as the only thing they know how to suggest is that you turn off/on or “factory reset” your TV.

        After much trial and error the only way I found I could get the TV/Arc to “connect” was by power cycling both the TV and Arc.

        However I’ve recently noticed that if I have the TV on, then switch to play music on the Arc, I am unable to toggle the Arc back to playing the TV sound again unless I again power cycle both the TV & Arc.

        I never had this problem in the past with an older model Sony TV, optical connection and the Sonos Playbar.

        I’m not sure if this is an eArc issue, a Samsung issue, a Sonos issue or a V2 App issue, but it is a huge functionality regression.

        **Edit** - Now I’m struggling to replicate this, I experienced it organically a couple of times over the weekend but in typical fashion I couldn’t replicate when I called support. I’ll keep an eye on it.


        Well put. I’m having the same problem. I was on the phone with a Sonos first-level support rep last month. He took me through a series of checks and basically confirmed ever was set up as it should be.
         

        I have the Frame 2020 65” connected to an Arc via eArc capable HDMI cable. Audio drops out when switching from, say, Terrestrial TV to Netflix, or waking the TV from Art mode. Like others, the only way to correct this was by power cycling both devices at the wall switch. Needless to say, what a pain in the a$$!  So far I’ve managed to fend off my wife’s assertion to return the lot for a refund, but my defences are weakening.

        106rallye
        106rallye
        February 17, 2021

        So you called Sonos and asked for the patch to be applied to your Arc?

        Cosimo F
        Lyricist III
        February 17, 2021

        So you called Sonos and asked for the patch to be applied to your Arc?

        No patch that I’m aware of. 

        James L.
        James L.
        Retired Community Staff
        February 17, 2021

        Hi @Cosimo F,

         

        If you’re still experiencing this issue with your Frame TV and Sonos Arc, I would encourage you to reach out again to our customer care team to get the patch applied as it may not have been available when you contacted them the first time.

         

        Let me know if you have any other concerns.

         
         
         
         
         
        Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
        Cosimo F
        Lyricist III
        February 17, 2021

        Hi @Cosimo F,

         

        If you’re still experiencing this issue with your Frame TV and Sonos Arc, I would encourage you to reach out again to our customer care team to get the patch applied as it may not have been available when you contacted them the first time.

         

        Let me know if you have any other concerns.

         
         
         
         
         

        If there’s a patch, why weren’t customers notified? Surely this is widespread enough to warrant broad communication. 

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