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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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    Riches
    Lyricist I
    March 3, 2021

    I will follow up once I get the patch from Sonos and will advise if I am getting atmos.

    hi-tone
    Trending Lyricist I
    March 3, 2021

    1462.1 is still only minor bug fixes as far as im aware. On a avs forum someone posted that he was in touch with a Samsung Engineer who said there is a bigger release in March which fixes most issues.

    hsc1102
    Lyricist II
    March 4, 2021

    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.

    Same issue came back even after the Samsung firmware update.  SMH

    grc_es
    Lyricist I
    March 7, 2021

    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. 

    In my case what it worked was following solution, as elsewhere mentioned: Use only one HDMI cable. My problem started when I connected another HDMI cable to the Oneconnect box (in my case for the Wii). But for me the issue is clear: Samsung must fix this problem with an update in order to be able to use more than one input.

     
    milesch
    Trending Lyricist I
    March 7, 2021

    OK, can someone please give me some advice on how to actually get support to apply the patch?

     

    I just went through the chat system since phone isn’t available on weekends, they got me to submit diagnostics, then started asking me about rebooting it, changing HDMI cables, updating the Samsung firmware (ALREADY DONE), “does it work now?” without changing anything… in the end my browser refreshed and the chat system didn’t pick up where it was, so I lost the chat window with no way back.

     

    It’s astonishing how bad the Sonos support is (like the guy coming into this thread saying “who wants to try out this version?” then disappearing) for such an expensive product.  This hasn’t worked for me since day 1.  I know they’re blaming Samsung, but THEY HAVE A PATCH THAT FIXES IT.  Why won’t they let us apply it?

    P3tros
    Lyricist II
    March 8, 2021

    OK, can someone please give me some advice on how to actually get support to apply the patch?

     

    This is what I did. I emailed ceo@sonos.com stating that I have the Sonos Arc and a 2020 Samsung Frame TV with the sound dropping every couple of seconds. I also stated that I know about a patch that solves the problem and included a link to this thread.

    Couple of days later sonos support replied to my email. We exchanged 2-3 emails until they finally sent me the patch.

    So far so good.

    Paul Seales
    Contributor I
    March 8, 2021

    Sonos needs to make this patch generally available. 

    I’ve recently returned a Samsung Q95T because of this exact issue.  I loved the image but could literally not put up with having to restart one of the devices to get sound back every time I swapped a source or used an app. 

    I’m holding off for the 2021 models now and would like this in advance of getting one when they are out in fear of the same thing happening! 

    hi-tone
    Trending Lyricist I
    March 8, 2021

    Version 1497.0 is out now in EMEA. I’ll get it installed and will give feedback later on.
    Anyone else tried this update ?

    P3tros
    Lyricist II
    March 8, 2021

    Version 1497.0 is out now in EMEA. I’ll get it installed and will give feedback later on.
    Anyone else tried this update ?

    The critical question is if anyone with the patch tried the update. I have the patch, the Arc works like a charm...I’m not willing to update and risk losing the patch’s solution. 

    hi-tone
    Trending Lyricist I
    March 8, 2021

    EDIT: I tested the firmware for about 5 minutes and everything seemed fine, with eARC NOT cutting the sound. I will continue testing further tonight around 7pm CET.

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