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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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    cambjones
    Contributor I
    Mar 8, 2021 3:39 PM UTC

    Just spoke to Sonos support

    Confirmed known issue, said they worked with Samsung.

    Sonos patch being rolled out tomorrow publicly.

    Also said I should update my Samsung Firmware at the same time.

    Will do that now, via USB (I'm in the UK) and then check for update on my Sonos tomorrow.

    Fingers crossed!

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      hi-tone
      Trending Lyricist I
      Mar 8, 2021 5:05 PM UTC

      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. 

      I don’t have the patch installed. I wanted to wait for the Samsung Fix and used the HDMI-to-Optical cable meanwhile. I always felt that the Sonos patch would be a compromise to some other things.

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        hi-tone
        Trending Lyricist I
        Mar 8, 2021 6:49 PM UTC

        My further testing was short :( As soon as I started the TV, the cutting sound was back :(

        I guess the reason why it was fine before, was because I switched the cable back into the eARC channel. The similar way that some people had to restart the Sonos for it to work. 

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        AlanSch
        Lyricist I
        Mar 9, 2021 1:22 AM UTC

        I just got off the phone with support and we appeared to resolve the issue that might be helpful. When running the diagnosis there was a lot of wifi interference with my new Netgear Orbi router because the channel was set to “AUTO”. You need to log into your router and change the router channel to either 1,6 or 11. That appears to have solved it...for now. 

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        milesch
        Trending Lyricist I
        Mar 9, 2021 4:15 AM UTC

        My further testing was short :( As soon as I started the TV, the cutting sound was back :(

        I guess the reason why it was fine before, was because I switched the cable back into the eARC channel. The similar way that some people had to restart the Sonos for it to work. 

         

        Hmmm that is not good!  I just got this from Sonos support FWIW:

         

        On the other hand, I am glad to tell you that tomorrow we'll launch a firmware update that will apply the patch to Samsung TVs, so please make sure to run the update tomorrow and let me know your experience.
         

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        hi-tone
        Trending Lyricist I
        Mar 9, 2021 11:03 PM UTC

        Alright so I've updated to the newest Sonos version (it now says Version 13.0 in the app under System → About my system). I’ve updated my “The Frame” Samsung TV to 1497.0 (in EMEA). I’ve done testing all evening. Turned off the TV several times now.
        This version seems to be working WITHOUT any cutting sound now.

        The only issue I have is that Netflix doesn't understand that I want use “Atmos” and not 5.1 watching it on my AppleTV4K. AppleTV+ works fine with Atmos, so it can output Atmos without any cutting sound.

        Anyone else seeing this as well ? I wonder if this is part of some feedback compromise, Samsung and Sonos made in joint ?

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        P3tros
        Lyricist II
        Mar 10, 2021 6:44 AM UTC

        Sonos app version 13.0 downloaded yesterday.

        Tv updated to 1497.0

        No sound problems. 

        What I really like about the new app is that you can easily see the sound output of your system. Previously you could only see Dolby atmos. 

        (I know you could also see the same info in system/about my system, but it's much easier - "cleaner" now)

         

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        hi-tone
        Trending Lyricist I
        Mar 10, 2021 1:03 PM UTC

        Current problem I am having, is that on Dolby Atmos, the sounds cut like once every 10 minutes for a few seconds. Seems like this still haven't been fully fixed yet.

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        moltisanti1980
        Lyricist III
        Mar 10, 2021 1:43 PM UTC

        Current problem I am having, is that on Dolby Atmos, the sounds cut like once every 10 minutes for a few seconds. Seems like this still haven't been fully fixed yet.


        Same issue.  Updated Sonos app and TV last night.  Watched Greenland, sound cuts out every 10-15 mins for a couple of seconds.  Don’t think this was the fix we were all looking for.

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        moltisanti1980
        Lyricist III
        Mar 10, 2021 1:44 PM UTC

        Updated Sonos app last night, same issue.  Sound cuts out every 10-15 mins for a couple of seconds.

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