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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Jhamilton469

Lyricist III

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.

I appreciate you taking the time to offer some insight.

Update: called Samsung, they believe the issue is with Sonos. Called Sonos again, did another hour of troubleshooting. No luck. Finally got them to raise the issue to tier 2 and now waiting to hear back from them.

M

misterstaggs

Lyricist III

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.

I appreciate you taking the time to offer some insight.

Update: called Samsung, they believe the issue is with Sonos. Called Sonos again, did another hour of troubleshooting. No luck. Finally got them to raise the issue to tier 2 and now waiting to hear back from them.

Hey, please update us on this when you can. I’ve been dealing with this issue for over a year now and and really anxious for any resolution

J

Jhamilton469

Lyricist III

I meant to hop on a few days ago and provide an update, so good timing.

I can confirm that it is a Samsung issue and not a problem with the Sonos. I confirmed via the following methods:

I plugged the Sonos Arc into an older Samsung TV (believe it was a 2018) and everything worked flawlessly
A Samsung tech came to the house and plugged in a different sound bar - issues were still present

Next steps:

The Samsung tech has ordered a replacement part (believe it is the module which handles sound output)
If this doesn’t remedy the issue, I suppose I will attempt to get the TV replaced

I maintain that the Sonos support was lacklustre (attempted to convince me that the issue was due to wireless interference), but I have nothing negative to say about product quality.

Airgetlam

I’m alway somewhat skeptical about first level support. While I expect occasionally to find gems, who actually understand what it is they’re supporting, I expect the majority to be working from scripts. And give the complexity of all the various connections that Sonos uses, much less my ability to articulate in a fashion that makes sense, there will always be both hits and misses when I talk to CS folks. Frankly, that’s not unique, IMHO, to Sonos in any way. I have the same concerns when I call any CS (and as I recall, I did call Samsung once, when working on a friends connection issues…..and had the same disconnect / failure of support that you appear to have had).

Bruce

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SamsungFrameUser

Lyricist I

Surprised to see all these comments still. I have 75” Frame and had same issues early on where the sound wouldn’t work. Last year I called Sonos service - I explained the situation, they were very much aware of the issue, and helped apply a patch over the air. I have not had any issues with connectivity since then.

They told me not to do any of the firmware updates or the patch will be removed, so I haven’t done any and it’s been working fine. Haven’t updated the Sonos firmware in about a year…

M

MarkNicholson

Lyricist I

I have the same issue. I have an Apple TV 4K, all latest patches, connected to the local network via Ethernet cable, and going to a Frame 77 inch TV which also has all the latest updates and is also on Ethernet. The eArc out port goes to a Sonos Arc. I get frequent drops of audio when watching Amazon Prime channels only. Any clues?

Ken_Griffiths

I have the same issue. I have an Apple TV 4K, all latest patches, connected to the local network via Ethernet cable, and going to a Frame 77 inch TV which also has all the latest updates and is also on Ethernet. The eArc out port goes to a Sonos Arc. I get frequent drops of audio when watching Amazon Prime channels only. Any clues?

This is quite an old thread - so maybe the Samsung issue has resurrected itself again, which they did fix with one of their firmware updates. My thoughts are to speak with Samsung Support, as mentioned during the early part of this thread.

Meanwhile, as a suggestion, perhaps see if switching off HDMI-CEC on the Apple TV goes some way to resolving the issue, as it maybe trying to steal CEC focus away from the ARC.

HTH

A

Andrewohlson

Lyricist I

I have a 2022 75” Frame and Arc. Only happened twice in the past month but annoying nonetheless. Sound will suddenly drop out. Have to reset One box and unplug eArc to get sound bar to working again.

Was there ever a determination on wether this was sonos issue or Samsung? And how to fix?

Ken_Griffiths

I have a 2022 75” Frame and Arc. Only happened twice in the past month but annoying nonetheless. Sound will suddenly drop out. Have to reset One box and unplug eArc to get sound bar to working again.

Was there ever a determination on wether this was sonos issue or Samsung? And how to fix?

My recollection is that Samsung issued a firmware update. I think ‘perhaps’ the issue is with something else connected to the TV and is stealing the CEC focus away from the Sonos HT - hence the suggestion to switch off CEC control on those ‘other’ products (one at a time) to try to discover if that is the case and then just leave it switched off for whichever one is causing the issue.

J

jrothstein

Contributor I

I have a 2022 75” Samsung Frame. Whenever the TV either exits art mode, or goes to sleep and turns back on, it no longer sees the ARC until I power cycle the One Connect box.

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