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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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    Rudi322
    Lyricist III
    Jul 10, 2020 11:31 AM UTC

    Q90t will be delivered next Tuesday… will report back when I have news...

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      luke.jenner
      Lyricist I
      Jul 12, 2020 4:57 AM UTC

      Samsung and Sonos really need to step in and solve this.  I’m ready to pull the trigger on a 65” or 75” Samsung Frame (2020) and Sonos ARC to use with an Apple TV 4K and Panasonic 4K Blu-Ray Player, which will require eARC to work with uncompressed Atmos!

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      ivanlomas
      Lyricist III
      Jul 13, 2020 4:19 PM UTC

      I’ve now started a return on the Q95T and ordered a Q90T which will hopefully solve the issue.

      Replacement arrives Wednesday.

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      NLMN2020
      Lyricist I
      Jul 13, 2020 5:56 PM UTC

      Out of curiosity, where are you returning the Q95T from and getting the Q90T from? Trying to figure out which retailers will be most helpful for this.

      Having a similar issue with Samsung Frame (2020) - while using an appropriate HDMI cable.

      Get Atmos on native apps and from ATV (with some lip sync issues)  … until I turn on eARC and it all mutes.

      I know both Samsung and Sonos are aware of this issue.

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      ivanlomas
      Lyricist III
      Jul 13, 2020 6:48 PM UTC

      Out of curiosity, where are you returning the Q95T from and getting the Q90T from? Trying to figure out which retailers will be most helpful for this.

      Having a similar issue with Samsung Frame (2020) - while using an appropriate HDMI cable.

      Get Atmos on native apps and from ATV (with some lip sync issues)  … until I turn on eARC and it all mutes.

      I know both Samsung and Sonos are aware of this issue.

      Sounds the same as everyone here I’m afraid, I still think it’s down to the one connect on these TV’s, I’ve got bored of waiting for Samsung/Sonos - I’m very inpatient.

      Purchased both mine through Samsung directly (online) They have 28 days no quibble return. Although I’m yet to hear from them about returning the Q95T but only submitted request last Friday)

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        Mikelev
        Enthusiast II
        Jul 14, 2020 4:29 PM UTC

        Update from Sonos

        Hi Mike,   Thanks for the information.

        The behavior you have reported and have experienced has already been notified directly to Samsung developers for further investigation. 

        Sonos and Samsung engineers are working together to get this issue resolved as soon as possible.

        - Once there is an update, we will make sure to notify the affected customers.

        Thanks again.   With best regards,    Olivier H. Sonos | Customer Care | Contact Us
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          Rudi322
          Lyricist III
          Jul 15, 2020 8:15 AM UTC

          Q90t arrived. EARC possible now without any problems, Arc is shown as HDMI EARC Receiver. Interestingly the sonos app now shows Input: Dolby Atmos instead of DD+ (Dolby Atmos), when watching a show on Netflix in Atmos.

          so i think it’s really a one connect box issue.

          i have the tv on its stand anyway, don’t care about the one visible connection, the arc in front hides all cables..so just saved 200€ and now have the full capability...

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            ivanlomas
            Lyricist III
            Jul 15, 2020 8:52 AM UTC

            Q90t arrived. EARC possible now without any problems, Arc is shown as HDMI EARC Receiver. Interestingly the sonos app now shows Input: Dolby Atmos instead of DD+ (Dolby Atmos), when watching a show on Netflix in Atmos.

            so i think it’s really a one connect box issue.

            i have the tv on its stand anyway, don’t care about the one visible connection, the arc in front hides all cables..so just saved 200€ and now have the full capability...

            Excellent news - My Q90T arrives today! I’m not fussed about cables either as mine will be on a stand.

            Still not heard from returns people about collecting Q95T though.

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            Rudi322
            Lyricist III
            Jul 15, 2020 9:02 AM UTC

            My q95t will be collected on Friday...

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            ivanlomas
            Lyricist III
            Jul 15, 2020 9:19 AM UTC

            My q95t will be collected on Friday...

            I requested return last Friday, but not heard from them yet. Will just wait :) 

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