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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aVVESome

Lyricist I

i got my arc today, connected it to frame tv and started playing a movie from my plex server...immediately started clipping, i called Sonos support like so many of you have done and told them i was familiar with the forums and the frame has an issue. I still had to send several diagnostics...and then samsung also had a firmware update today…..so they made me install the update before sending me the patch, i received the patch about an hour later and i got 20 minutes into john wick before it started clipping again. Real Sad Face right now

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Cosimo F

Lyricist III

Received the patch this morning. Very interesting technical issues being resolved with this patch but it does appear to work. Of course, I am using an Apple TV 4k which can handle STREAMING Atmos, but nothing else . . . but I tested playing an “atmos” file, then switching to Apple TV+ (which did report Atmos in the app), then to a Blue Ray video, then Airplay from my iPhone, then back to TV. There was a LITTLE stuttering during the Airplay switch, but resolved immediately.

So far this is a HUGE improvement and I expect I won’t need to reboot the Arc daily. This “patch” does disable the Sonos screen saver component, but I think that’s a fair trade off. Should Samsung actually fix something on their end then perhaps this will longer be needed.

Sounds like you tested it pretty comprehensively. Likewise, agree, huge improvement. Side-question: how are you connecting both your Apple TV 4K and TV to the soundbar—HDMI switch?

As controlav stated, to use this soundbar correctly, you can’t use a switch. My Apple TV 4k goes directly to the first HDMI port of the OneConnect box and the Arc is plugged into HDMI 3, which is the eArc port for the OneConnect.

Thanks for that. I have the additional challenge—how to get my projector in there somehow so that I can throw video to either TV or projector and have audio go through the Arc.

N

NightStorm

Lyricist I

Quick follow-up: it has been more than two weeks since the patch was installed by Sonos support. Zero problems since. Prior to the patch it was unwatchable unlistenable.

I wish Sonos would make the patch generally available.

C

Cosimo F

Lyricist III

Quick follow-up: it has been more than two weeks since the patch was installed by Sonos support. Zero problems since. Prior to the patch it was unwatchable unlistenable.

I wish Sonos would make the patch generally available.

Same here. No problems since the patch was deployed. I’m sure SONOS will make it available generally. They absolutely should.

P

P3tros

Lyricist II

Common problems (sounds dropping every 2 seconds, or no sound at all in built in Netflix app) with Sonos Arc and pair of Sonos One SLs as surrounds and the Frame 55 2020…

I emailed Sonos’ CEO a week ago stating that I know about the patch discussed in this thread, Emily from Support replied to my email (she was absolutely helpful and understanding), we exchanged a couple of emails where she asked me to submit diagnostics etc. and finally she sent me the patch today.

So far so good! Fingers crossed the problem is solved.

C

Cosimo F

Lyricist III

Common problems (sounds dropping every 2 seconds, or no sound at all in built in Netflix app) with Sonos Arc and pair of Sonos One SLs as surrounds and the Frame 55 2020…

I emailed Sonos’ CEO a week ago stating that I know about the patch discussed in this thread, Emily from Support replied to my email (she was absolutely helpful and understanding), we exchanged a couple of emails where she asked me to submit diagnostics etc. and finally she sent me the patch today.

So far so good! Fingers crossed the problem is solved.

I think you’ll be fine. Believe they’ve resolved the issue with this patch.

H

hsc1102

Lyricist II

Has anyone tried the new firmware update from Samsung that was released on Feb 24? The new firmware is 1462.1

I just noticed it in the Samsung website. I have the 2020 Frame 55 inch tv. I will also give it a try tonight.

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hsc1102

Lyricist II

Has anyone tried the new firmware update from Samsung that was released on Feb 24? The new firmware is 1462.1

I just noticed it in the Samsung website. I have the 2020 Frame 55 inch tv. I will also give it a try tonight.

FYI This is a USB only firmware update.

H

hi-tone

Trending Lyricist I

Has anyone tried the new firmware update from Samsung that was released on Feb 24? The new firmware is 1462.1

I just noticed it in the Samsung website. I have the 2020 Frame 55 inch tv. I will also give it a try tonight.

This is only released in the US so far. Not in EMEA as far as I can see. So not sure if this has anything to do with “the update”.

R

Riches

Lyricist I

Has anyone tried the new firmware update from Samsung that was released on Feb 24? The new firmware is 1462.1

I just noticed it in the Samsung website. I have the 2020 Frame 55 inch tv. I will also give it a try tonight.

This is only released in the US so far. Not in EMEA as far as I can see. So not sure if this has anything to do with “the update”.

I Live in Canada and applied the new update from Samsung via Usb then started watching Wandavision. Sound still cuts out. I have been trying to reach Sonos to get this new patch everyone has been talking about but I have not been able to reach them.

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