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jinjro
Contributor I
Jun 12, 2020 7:48 AM UTC
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
    Jan 22, 2021 4:53 PM UTC

    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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    jthawke
    Lyricist III
    Feb 17, 2021 2:06 PM UTC

    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?

    That’s the first time anyone has mentioned this.  I certainly hope this isn’t the case.  I only purchased the Arc because it DOES support Atmos.  Have you looked at the detailed screen of the app when playing Atmos content to see what’s listed there?

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    Cosimo F
    Lyricist III
    Feb 18, 2021 1:50 AM UTC

    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?

    That’s the first time anyone has mentioned this.  I certainly hope this isn’t the case.  I only purchased the Arc because it DOES support Atmos.  Have you looked at the detailed screen of the app when playing Atmos content to see what’s listed there?

    So doesn’t appear to be a fix for the problem at all. I hope it’s not downgrading the ability to view Atmos content. That would really be an issue for me and consumers generally. 

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    Cosimo F
    Lyricist III
    Feb 18, 2021 1:52 AM UTC

    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?

    That’s the first time anyone has mentioned this.  I certainly hope this isn’t the case.  I only purchased the Arc because it DOES support Atmos.  Have you looked at the detailed screen of the app when playing Atmos content to see what’s listed there?

    So doesn’t appear to be a fix for the problem at all. I hope it’s not downgrading the ability to view Atmos content. That would really be an issue for me and consumers generally. 

     

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      Cosimo F
      Lyricist III
      Feb 18, 2021 1:56 AM UTC

      In the Sonos app, go to System | About my System. Scroll down. You should see that it’s streaming Atmos. If not, the patch has done something. 

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      Cosimo F
      Lyricist III
      Feb 18, 2021 2:00 AM UTC

      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?

      That’s the first time anyone has mentioned this.  I certainly hope this isn’t the case.  I only purchased the Arc because it DOES support Atmos.  Have you looked at the detailed screen of the app when playing Atmos content to see what’s listed there?

      In the Sonos app, go to System | About my System. Scroll down. You should see that it’s streaming Atmos. If not, the patch has done something. 

      Translate
      Joeinport
      Lyricist II
      Feb 18, 2021 9:40 PM UTC

      In the Sonos app, go to System | About my System. Scroll down. You should see that it’s streaming Atmos. If not, the patch has done something. 

      When watching Jack Ryan on Amazon prime (which I’m sure used to be ATMOS) it comes up with Dolby Multichannel PCM 5.1. I’m almost sure when you click on the Sonos acr audio control the ATMOS symbol used to appear however it doesn’t now. 

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      Dysfunctional
      Enthusiast II
      Feb 18, 2021 10:07 PM UTC

      In the Sonos app, go to System | About my System. Scroll down. You should see that it’s streaming Atmos. If not, the patch has done something. 

      When watching Jack Ryan on Amazon prime (which I’m sure used to be ATMOS) it comes up with Dolby Multichannel PCM 5.1. I’m almost sure when you click on the Sonos acr audio control the ATMOS symbol used to appear however it doesn’t now. 

       

      Streaming services (especially Prime) seem to be weird with Atmos currently. At 1st only s2 of Jack Ryan was in atmos  (and I think only the 1080p version not UHD) but now I don’t think either is. You used to be able to “hover” over an episode and it would say 5.1 or Atmos. I think this is a prime thing and not a Samsung or certainly not a Sonos thing.

      From my external 4k BD player I DO get full uncompressed atmos and it shows up as TrueHD Atmos in the sonos app. (I DO have the newer patch as referenced in this thread and I have NOT had one single drop out since application).

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      Cosimo F
      Lyricist III
      Feb 18, 2021 11:55 PM UTC

      In the Sonos app, go to System | About my System. Scroll down. You should see that it’s streaming Atmos. If not, the patch has done something. 

      When watching Jack Ryan on Amazon prime (which I’m sure used to be ATMOS) it comes up with Dolby Multichannel PCM 5.1. I’m almost sure when you click on the Sonos acr audio control the ATMOS symbol used to appear however it doesn’t now. 

      Yeah, Jack Ryan isn’t in Atmos anymore, don’t think. Don’t believe Prime does Atmos anymore. I get the Atmos icon watching some NetFlix shows. That’s how I check. 

      Translate
      Joeinport
      Lyricist II
      Feb 18, 2021 11:59 PM UTC

      In the Sonos app, go to System | About my System. Scroll down. You should see that it’s streaming Atmos. If not, the patch has done something. 

      When watching Jack Ryan on Amazon prime (which I’m sure used to be ATMOS) it comes up with Dolby Multichannel PCM 5.1. I’m almost sure when you click on the Sonos acr audio control the ATMOS symbol used to appear however it doesn’t now. 

      Yeah, Jack Ryan isn’t in Atmos anymore, don’t think. Don’t believe Prime does Atmos anymore. I get the Atmos icon watching some NetFlix shows. That’s how I check. 

      Ah right that makes sense, sorry for the unnecessary concern! I also must say I haven’t had a single dropout since the patch.

      Translate
        Cosimo F
        Lyricist III
        Feb 19, 2021 12:01 AM UTC

        In the Sonos app, go to System | About my System. Scroll down. You should see that it’s streaming Atmos. If not, the patch has done something. 

        When watching Jack Ryan on Amazon prime (which I’m sure used to be ATMOS) it comes up with Dolby Multichannel PCM 5.1. I’m almost sure when you click on the Sonos acr audio control the ATMOS symbol used to appear however it doesn’t now. 

        Yeah, Jack Ryan isn’t in Atmos anymore, don’t think. Don’t believe Prime does Atmos anymore. I get the Atmos icon watching some NetFlix shows. That’s how I check. 

        Ah right that makes sense, sorry for the unnecessary concern! I also must say I haven’t had a single dropout since the patch.

        That’s a  relief. Going to call support to have this done.

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