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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jthawke

Lyricist III

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.

I was able to contact support and after a long Q and A, my case was escalated. Unfortunately, lots of others must be doing the same as it’s at least 5 days until someone will be reaching out to me with the fix (hopefully). I’ll be doing Arc reboots in the meantime. :-)

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Cosimo F

Lyricist III

Ok. So I had the patch installed yesterday. Cudos to Sonos support who recognised the problem and organised the patch quickly. It seemed to work. I went about doing what I normally did to reproduce the issue: no problems. However. There was one occasion, right in the middle of watching a program on Prime, when audio dropped right out. Just dropped out. Flipped over to TV, ok. Netflix, no audio. Turned off TV, back on, all good again. Maybe this was just a glitch, not sure. I’ll keep monitoring. If the problem’s still there, I expect Sonos will be on it.

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PaulTS

Lyricist I

Hi. I also have had similar problems with constant sound dropouts between my Sonos Arc and Samsung Q95 series TV. Turning the power of the Sonos on & off was the only way to temporarily resolve this.
I firstly contacted my supplier who said it was a known problem and that I would have to wait for an update from Samsung or Sonos, something he could have mentioned before I made the purchase !
I then contacted SONOS support who first asked me to try out stuff like another HDMI cable and remove other HDMI connections. None of these worked of course. I had told them that I had seen information about the Patch in this community. A couple of days later I was contacted by a Tech guy form Sonos who almost immediately remotely loaded the patch onto my system. He also told me that Sonos was going to release the patch to the public very soon...Good news for those who still have a similar problem.
I was very pleased with the support I receive from Sonos and that they actually listened to me.

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Cosimo F

Lyricist III

Hi. I also have had similar problems with constant sound dropouts between my Sonos Arc and Samsung Q95 series TV. Turning the power of the Sonos on & off was the only way to temporarily resolve this.
I firstly contacted my supplier who said it was a known problem and that I would have to wait for an update from Samsung or Sonos, something he could have mentioned before I made the purchase !
I then contacted SONOS support who first asked me to try out stuff like another HDMI cable and remove other HDMI connections. None of these worked of course. I had told them that I had seen information about the Patch in this community. A couple of days later I was contacted by a Tech guy form Sonos who almost immediately remotely loaded the patch onto my system. He also told me that Sonos was going to release the patch to the public very soon...Good news for those who still have a similar problem.
I was very pleased with the support I receive from Sonos and that they actually listened to me.

Agree. Given the patch isn’t out for public release yet,I thought SONOS support handled the issue pretty well (for me, anyway, and by the sounds of it, for you too). Fingers crossed, no repeat instances of the problem since my recent ‘glitch’, we’ll call it.

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spider21

Lyricist I

Has anyone had the patch installed by Sonos and it didn’t fix the issue at all? That’s what has happened to me.

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jthawke

Lyricist III

Has anyone had the patch installed by Sonos and it didn’t fix the issue at all? That’s what has happened to me.

That’s really disappointing to hear. I’ve only had my Arc for about two weeks. I jumped on the support chat as soon as I had time and I should get the patch on Tuesday. I’ll test it hard for a few days after and if there are ANY issues, it’s going right back to Crutchfield. I can live without it more than I can put up with bugs.

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Cosimo F

Lyricist III

Has anyone had the patch installed by Sonos and it didn’t fix the issue at all? That’s what has happened to me.

Hi, Spider21. I would get back in contact with Customer Support about it. Just make sure the patch has been applied, though. In your SONOS 2 app, select System | System Updates | Check for Updates. The patch may have been deployed to your SONOS, but not applied.

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Pells

Lyricist III

13 days with the patch and have had no issues. Atmos shows up when it’s on. All good. Thanks sonos.

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Cosimo F

Lyricist III

13 days with the patch and have had no issues. Atmos shows up when it’s on. All good. Thanks sonos.

That’s great. Sounds promising. All’s good here, too. Fingers crossed.

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pkcz

Lyricist I