Contributor I

Answered

Sonos Arc Samsung Frame TV eARC not working

668 replies
113612 views

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.

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

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

Show previous replies

S

Snygadk

Lyricist III

Hi,

just a quick update. I was still having issues with sound dropping out for a second every 45 minutes or so, but after I have opdated The Frame’s software to version 2102.2, it seems like the problem is finally solved.

Will make an update if the problem comes back.

It is version 2101.2, not 2102.2.

F

farkashon

Lyricist I

You wouldn’t believe what worked for me!
*** Try a different HDMI cable ***

I had the exact same issue on my new 75’’ Samsung QN90A.
Nothing worked. I was frustrated just as most commenters here.

Then I tried the HDMI cable that came with the Sonos Arc, instead of the other I had connected. Poof! Everything worked instantly. The TV notified me it detected a Dolby Atmos device, and everything was in sync.

C

CranjisMcB

Lyricist III

So is there a fix or no? I am going crazy with this sound cut out issue with my arc and Tu8000.

J

Jhamilton469

Lyricist III

I can’t believe Sonos has allowed these issues to continue for so long without offering a fix to the community. I am also experiencing dropped audio with my setup (Samsung Frame TV 2021, Sonos Arc/sub/ikea bookshelf speakers) and have spent hours on the phone with Sonos support - no luck.

I bought these products because I assumed they were of a certain quality but it appears not. Super disappointed.

S

Snygadk

Lyricist III

I can’t believe Sonos has allowed these issues to continue for so long without offering a fix to the community. I am also experiencing dropped audio with my setup (Samsung Frame TV 2021, Sonos Arc/sub/ikea bookshelf speakers) and have spent hours on the phone with Sonos support - no luck.

I bought these products because I assumed they were of a certain quality but it appears not. Super disappointed.

Have you opdated your tv with the firmware version available on Samsungs support website?

This solved all issues for me.

J

Jhamilton469

Lyricist III

I can’t believe Sonos has allowed these issues to continue for so long without offering a fix to the community. I am also experiencing dropped audio with my setup (Samsung Frame TV 2021, Sonos Arc/sub/ikea bookshelf speakers) and have spent hours on the phone with Sonos support - no luck.

I bought these products because I assumed they were of a certain quality but it appears not. Super disappointed.

Have you opdated your tv with the firmware version available on Samsungs support website?

This solved all issues for me.

Yep - just did that this morning, no luck. I don’t think I have come across such a glitchy system in a very long time. I have power cycled 5 times, run Ethernet through the attic and down to the Arc, changed every imaginable setting…..and nothing. I cannot get the system to function consistently. I am dumbfounded as to why Sonos has such a strong reputation.

S

Snygadk

Lyricist III

I can’t believe Sonos has allowed these issues to continue for so long without offering a fix to the community. I am also experiencing dropped audio with my setup (Samsung Frame TV 2021, Sonos Arc/sub/ikea bookshelf speakers) and have spent hours on the phone with Sonos support - no luck.

I bought these products because I assumed they were of a certain quality but it appears not. Super disappointed.

Have you opdated your tv with the firmware version available on Samsungs support website?

This solved all issues for me.

Yep - just did that this morning, no luck. I don’t think I have come across such a glitchy system in a very long time. I have power cycled 5 times, run Ethernet through the attic and down to the Arc, changed every imaginable setting…..and nothing. I cannot get the system to function consistently. I am dumbfounded as to why Sonos has such a strong reputation.

Then it might be an CEC issue. If any of your devices connected to your TV is using CEC, try to turn it off.

Ken_Griffiths

Yep - just did that this morning, no luck. I don’t think I have come across such a glitchy system in a very long time. I have power cycled 5 times, run Ethernet through the attic and down to the Arc, changed every imaginable setting…..and nothing. I cannot get the system to function consistently. I am dumbfounded as to why Sonos has such a strong reputation.

Probably because it works on all other TV’s🤔? - Samsung issued firmware updates to fix their issues at their end on some models, including the Frame TV. I would first ensure the updates are installed, try powering everything off for 3 minutes to drain the power from all circuits and then setup the HDMI handshake again - if it still doesn’t work, then I would think there’s possibly either a problem with the Arc, Frame TV hardware, or more-likely something else connected to the TV via HDMI that is stealing the CEC protocol ‘focus’ away from the Arc connection, which is something Samsung will need to identify/fix, or you could take the easier step and switch off CEC on any other HDMI connected devices or as a last resort insert a CEC-Less adapter, like the one shown in this link between the ‘culprit’ and the Frame TV:

https://www.amazon.com/Lindy-HDMI-Adapter-Female-41232/dp/B00DL48KVI

J

Jhamilton469

Lyricist III

Yep - just did that this morning, no luck. I don’t think I have come across such a glitchy system in a very long time. I have power cycled 5 times, run Ethernet through the attic and down to the Arc, changed every imaginable setting…..and nothing. I cannot get the system to function consistently. I am dumbfounded as to why Sonos has such a strong reputation.

Probably because it works on all other TV’s🤔? - Samsung issued firmware updates to fix their issues at their end on some models, including the Frame TV. I would first ensure the updates are installed, try powering everything off for 3 minutes to drain the power from all circuits and then setup the HDMI handshake again - if it still doesn’t work, then I would think there’s possibly either a problem with the Arc, Frame TV hardware, or more-likely something else connected to the TV via HDMI that is stealing the CEC protocol ‘focus’ away from the Arc connection, which is something Samsung will need to identify/fix, or you could take the easier step and switch off CEC on any other HDMI connected devices or as a last resort insert a CEC-Less adapter, like the one shown in this link between the ‘culprit’ and the Frame TV:

https://www.amazon.com/Lindy-HDMI-Adapter-Female-41232/dp/B00DL48KVI

I understand the issues are more widespread with the Samsung TVs but I have seen numerous posts related to Sony and LG TVs. Also, my assumption is that Sonos would at least acknowledge the issues related to Samsung when I contact telephone support, instead of informing me that the issue has to do with wifi interference, which I know is not the case.

Also, I have now removed the Apple TV 4K, powered off everything for 5 mins…and I am still experiencing issues. Therefore the CEC conflict is not the root cause as there is nothing connected to the TV, other than the Sonos Arc.

Clearly, I am frustrated and a lot of it has to do with the “support” received from Sonos. I just want to speak with someone capable, instead of someone reading from a script. Does anyone have any tips on how to connect with someone who is knowledgeable at Sonos?

Ken_Griffiths

Clearly, I am frustrated and a lot of it has to do with the “support” received from Sonos. I just want to speak with someone capable, instead of someone reading from a script. Does anyone have any tips on how to connect with someone who is knowledgeable at Sonos?

I see, that’s not been my experience with their support, but I totally appreciate your frustration.

I can only perhaps suggest you call them back and ask for your case to be escalated to their Tier-2 support level and perhaps have ready a couple of diagnostic reports and maybe even a mobile video of the problem, on-hand to show them the information/problem. Then see if there is anything they can do.

What would also help is, if you have another TV in your household..it might be worth trying the ARC device linked to that aswell, just to see if the same issue persists… if it doesn’t persist, then you might want to speak to Samsung instead.

Sorry I can’t think what else might move your problem forward quickly, other than showing the Staff the issues you are seeing.

Show more replies

Sign up

Login to the community