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Sonos Arc Samsung Frame TV eARC not working



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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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It seems i was to Quick to say it worked after the Update the SW to 1497 on the Samsung frame. Got the no Sound issue again to day. Turned eARC off and the Sound came back. Turned on eARC again and had no Sound, not even on any TV channels (satellite TV) or other streaming services with eARC on (auto).

Did a Power cycling on the SONOS Arc and still no Sound. Did the Power cycling on the Samsung Frame and the Sound came back with eARC turned on. Replayed the same episodes on HBO Nordic and this time there was no Sound issue, so it seems not to have anything to do with specific episodes.
 

/Brian

That looks more like a communication issue rather than the software one we are experiencing. Have you tried a different HDMI 2.1 cable? 

I installed 1460.9 successfully on a Samsung Frame 75 (2020) w/Arc.   I have sound set to PCM. Still no sound coming from the Arc.  Just the Samsung TV. Any ideas on what to try next?

 

 

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Brian, I’ve got the exact same issue, and I’ve heard similar things from others :(

I have the same problem with a 2020 Samsung Q95. Potentially silly question, but is the included HDMI cable e-Arc compatible? I couldn’t find the specs of the bundled cable and I don’t have an Ultra High Speed cable to check if this is the problem.

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Same issue. It’s beyond frustrating. Sonos - your silence is telling. Even if it’s Samsung’s fault it’s your problem. This Arc is a waste. 
 

tried everything. When the TV is off and comes back on the issue starts again. You can watch it struggle to connect between HDMI eArc and HDMI. 
 

please help us. 

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Hello again,

i have read that the hd fury Can solved this issus sounds Cut off please let me know????

 

Try unplugging the power to the Arc and plugging it back in. Leave all the settings on auto including EARC. Worked for me for now, and better than spending $300 on another piece of tech.  

I ordered an HDFury Arcana and it arrived today.  It worked right out of the box, plug and play with my 2020 Frame TV and Sonos Arc, without any special configuration needed.   For me, it was an easy decision to spend $200 to fix this issue instead of spending countless hours reading forums and stressing about possible updates, etc.  I would have gladly spent even more than that to buy a Sonos Arc or Frame TV that just works.  I totally understand the frustration about it being expensive though.

The Arcana seems to have resolved the sound cutting in and out, at least for now, and I will keep an eye on it over the coming days.  Best of all, it also resolved the lip sync issues I was having, where the video was before the sound.  I only need one HDMI input, for my cable box, so I’m not concerned about being limited to only the single HDMI input.

Also, the Samsung built-in TV apps like Disney+, etc., still work perfectly fine.  Somehow the Arcana knows when you’re using these and automatically switches the input to the TV through HDMI ARC.  Pretty impressive.

Now I’m just hoping this works as a long term solution.

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Hi folks and welcome to all the new community users here. I also appreciate you sharing that @Marlina. Just keep us posted here and maybe users can do that as well. We’re continuously working with our partners to get this fixed as soon as possible. We’ll let you all know here. 

Just let us know if you need anything. We and the community are always here to help.

alright, just ordered the q90t, q95t will be returned...will let you know if that led to a solution

thanks man. In that case it would be an issue with the one connect box. 

I also own the q95t and this is a big letdown after a lot of comparisons and trying to go future proof with earc. Also with this tv i can only select Auto or PCM, ill leave it on auto for now but nowhere to be seen if im using dolby digital +, only thing i see is dolby digital 5.1. In netflix i see atmos content thought but i rly wonder if it works because so far i havent rly heard things flying above my head. And in the store with the same tv and soundbar it was outstanding. 

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Just ran the Samsung Update for my 2020 Samsung Frame via USB and it worked great all evening with eARC and verified Dolby Atmos via the app.  Today, I’ve attempted to watch TV and it’s back to the same thing - cutting in and out and often times no sound at all.

 

This nearly 4 month incompatibility between Sonos’ flagship product and a highly popular Samsung TV line is completely unacceptable. 

@Ditte - are we being heard and what is being done about this??

I totally agree, it is unacceptable. Sonos stated 4 months ago they were working on this with Samsung and nothing yet. Do I send my Sonos Arc back?

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alright, just ordered the q90t, q95t will be returned...will let you know if that led to a solution

thanks man. In that case it would be an issue with the one connect box. 

I also own the q95t and this is a big letdown after a lot of comparisons and trying to go future proof with earc. Also with this tv i can only select Auto or PCM, ill leave it on auto for now but nowhere to be seen if im using dolby digital +, only thing i see is dolby digital 5.1. In netflix i see atmos content thought but i rly wonder if it works because so far i havent rly heard things flying above my head. And in the store with the same tv and soundbar it was outstanding. 

 

These are the settings I have to use to get any sound through the Arc, if I play a Netflix DA it shows in my Sonos app as ‘Dolby Atmos (DD+)’

If I’m viewing Sky Q content I have options PCM/Auto/Pass Through

If Netflix content I only have Auto/PCM

 

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. 

In the Sonos app, go to System | About my System. Scroll down. You should see that it’s streaming Atmos. If not, the patch has done something. 

When watching Jack Ryan on Amazon prime (which I’m sure used to be ATMOS) it comes up with Dolby Multichannel PCM 5.1. I’m almost sure when you click on the Sonos acr audio control the ATMOS symbol used to appear however it doesn’t now. 

Yeah, Jack Ryan isn’t in Atmos anymore, don’t think. Don’t believe Prime does Atmos anymore. I get the Atmos icon watching some NetFlix shows. That’s how I check. 

Ah right that makes sense, sorry for the unnecessary concern! I also must say I haven’t had a single dropout since the patch.

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In the Sonos app, go to System | About my System. Scroll down. You should see that it’s streaming Atmos. If not, the patch has done something. 

When watching Jack Ryan on Amazon prime (which I’m sure used to be ATMOS) it comes up with Dolby Multichannel PCM 5.1. I’m almost sure when you click on the Sonos acr audio control the ATMOS symbol used to appear however it doesn’t now. 

Yeah, Jack Ryan isn’t in Atmos anymore, don’t think. Don’t believe Prime does Atmos anymore. I get the Atmos icon watching some NetFlix shows. That’s how I check. 

Ah right that makes sense, sorry for the unnecessary concern! I also must say I haven’t had a single dropout since the patch.

That’s a  relief. Going to call support to have this done.

Hi. I also have had similar problems with constant sound dropouts between my Sonos Arc and Samsung Q95 series TV. Turning the power of the Sonos on & off was the only way to temporarily resolve this.
I firstly contacted my supplier who said it was a known problem and that I would have to wait for an update from Samsung or Sonos, something he could have mentioned before I made the purchase !
I then contacted SONOS support who first asked me to try out stuff like another HDMI cable and remove other HDMI connections. None of these worked of course. I had told them that I had seen information about the Patch in this community. A couple of days later I was contacted by a Tech guy form Sonos who almost immediately remotely loaded the patch onto my system. He also told me that Sonos was going to release the patch to the public very soon...Good news for those who still have  a similar problem.
I was very pleased with the support I receive from Sonos and that they actually listened to me.

I installed the new samsung update last night, turned on the tv and went to Netflix. Still has audio skipping. :(

I’m on the latest firmware 1402.7 (I’m in Australia) and I have eARC working on Auto now, Dolby Atmos is working. Unfortunately, I also have the cutting in and out issues when turning on the Q95T TV and ARC from standby. But it doesn't happen everytime I turn on the TV, it’s random, so I don’t know what going on. 

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 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

I just upgraded from a Playbar on a Samsung Q80T.  Never had any sound issues with that.  Plug the Arc in, sound issues.

This happened to me for the first time today after having no issues for 3 months. Complete loss of audio between Samsung Frame and Sonos Arc. Pretty frustrating.

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I've got the 95T with the one connect box, it looks as though my Anynet was also On as default and still no luck, I even tried doing the usual 'on and off again' on the anynet but I'm still unable to enable eARC mode :(

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@Badc5 

I haven’t gotten my set up yet--so I can’t speak for this. But I read from a few people that Samsung update 1402.6 from 10/08/2020 fixed the issue? Have you done that? But maybe they didn’t test it out enough before claiming it fixed it?

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Just had a call from Sonos who contacted me via email (presumably off the back of this thread). Paul, in Customer Care, was absolutely fantastic and very helpful. We ran a series of diagnostics to confirm the problem (he could see the errors) and then he applied the patch to my Arc. Diagnostics during testing on Netflix then showed no errors. Problem hopefully solved (at least until we get a proper Samsung patch). As many others have commented, this is clearly a Samsung problem and not really Sonos’s fault. My one criticism of them would have been they could have tested their device with this Samsung range, given they are the most popular TVs in the world - they could have safely assumed that this pairing would be very common across their customer base. Anyway, great service from Sonos eventually and I was particularly impressed that they took the initiative to email and then call me, rather than expecting me to sit in a queue and call them. Hopefully I can properly enjoy the TV/Arc from this point on...

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I am so glad there has been an update also for Europe and the Netherlands. I was also having this issue with my Samsung Frame 2020 QE65LS03 model and the Sonos ARC connected on the HDMI eARC port. eARC configuration was set to off on the tv and I had breaking sound issue from TV.

Update is now available from NL and I am going to install it this weekend. Finally 👌👌👌

https://www.samsung.com/nl/support/model/QE65LS03TASXXN/

Upgrade File(USB type) Versie 1402.6 (MULTI-TAAL): All OS 2020-10-08

Installed the 1402 update with an USB disk! Searching online didn’t work so far when trying it out on Friday! After little 15 minutes for downloading, extracting the EXE file to USB and updating the TV I made it without any issues. 

Reconfigured audio settings to enable eARC option on my Samsung Frame and all works well for the last couple of days. Both Sonos and Samsung made the updates available. Thank you for that! For me I had the struggle for little 4 weeks and with both premium brands I am satisficed with provided results so far.

I made my wife also happy by configuring an alarm with her favorite radio station as Google Assistant  ignored her command :) and doesn’t want to play requested radio station. I am happy Sonos customer from the Netherlands 👌. The only thing pending at my to-do’s is to get real Dolby Atomos content and experience that with this Sonos Arc beast.

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