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.
Best answer by Ditte
View originalI contacted Sonos via the online chat and it took all of 5 minutes to have the patch applied, stated I had a frame and an arc and that I was aware the engineers had a patch available, they applied the patch straight away without any further questions. So now the problem has gone, however I have noticed that if I stream at is content the atmos logo doesn’t appear in the Sonos app. Has anyone else with the patch experienced this, is it possible that the patch disables atmos and that’s the temporary fix?
That’s the first time anyone has mentioned this. I certainly hope this isn’t the case. I only purchased the Arc because it DOES support Atmos. Have you looked at the detailed screen of the app when playing Atmos content to see what’s listed there?
So doesn’t appear to be a fix for the problem at all. I hope it’s not downgrading the ability to view Atmos content. That would really be an issue for me and consumers generally.
I contacted Sonos via the online chat and it took all of 5 minutes to have the patch applied, stated I had a frame and an arc and that I was aware the engineers had a patch available, they applied the patch straight away without any further questions. So now the problem has gone, however I have noticed that if I stream at is content the atmos logo doesn’t appear in the Sonos app. Has anyone else with the patch experienced this, is it possible that the patch disables atmos and that’s the temporary fix?
That’s the first time anyone has mentioned this. I certainly hope this isn’t the case. I only purchased the Arc because it DOES support Atmos. Have you looked at the detailed screen of the app when playing Atmos content to see what’s listed there?
So doesn’t appear to be a fix for the problem at all. I hope it’s not downgrading the ability to view Atmos content. That would really be an issue for me and consumers generally.
I contacted Sonos via the online chat and it took all of 5 minutes to have the patch applied, stated I had a frame and an arc and that I was aware the engineers had a patch available, they applied the patch straight away without any further questions. So now the problem has gone, however I have noticed that if I stream at is content the atmos logo doesn’t appear in the Sonos app. Has anyone else with the patch experienced this, is it possible that the patch disables atmos and that’s the temporary fix?
That’s the first time anyone has mentioned this. I certainly hope this isn’t the case. I only purchased the Arc because it DOES support Atmos. Have you looked at the detailed screen of the app when playing Atmos content to see what’s listed there?
Hi
If you’re still experiencing this issue with your Frame TV and Sonos Arc, I would encourage you to reach out again to our customer care team to get the patch applied as it may not have been available when you contacted them the first time.
Let me know if you have any other concerns.
If there’s a patch, why weren’t customers notified? Surely this is widespread enough to warrant broad communication.
+17
Hi
If you’re still experiencing this issue with your Frame TV and Sonos Arc, I would encourage you to reach out again to our customer care team to get the patch applied as it may not have been available when you contacted them the first time.
Let me know if you have any other concerns.
So you called Sonos and asked for the patch to be applied to your Arc?
No patch that I’m aware of.
+17
So you called Sonos and asked for the patch to be applied to your Arc?
I’m also experiencing what I believe to be connection issues between the Sonos Arc and a 2020 model Samsung Frame 55”.
I’ve spent considerable time speaking to both Sonos and Samsung support and neither have been particularly helpful. The Samsung support in particular has been a criminal waste of time, as the only thing they know how to suggest is that you turn off/on or “factory reset” your TV.
After much trial and error the only way I found I could get the TV/Arc to “connect” was by power cycling both the TV and Arc.
However I’ve recently noticed that if I have the TV on, then switch to play music on the Arc, I am unable to toggle the Arc back to playing the TV sound again unless I again power cycle both the TV & Arc.
I never had this problem in the past with an older model Sony TV, optical connection and the Sonos Playbar.
I’m not sure if this is an eArc issue, a Samsung issue, a Sonos issue or a V2 App issue, but it is a huge functionality regression.
**Edit** - Now I’m struggling to replicate this, I experienced it organically a couple of times over the weekend but in typical fashion I couldn’t replicate when I called support. I’ll keep an eye on it.
Well put. I’m having the same problem. I was on the phone with a Sonos first-level support rep last month. He took me through a series of checks and basically confirmed ever was set up as it should be.
I have the Frame 2020 65” connected to an Arc via eArc capable HDMI cable. Audio drops out when switching from, say, Terrestrial TV to Netflix, or waking the TV from Art mode. Like others, the only way to correct this was by power cycling both devices at the wall switch. Needless to say, what a pain in the a$$! So far I’ve managed to fend off my wife’s assertion to return the lot for a refund, but my defences are weakening.
I contacted Sonos via the online chat and it took all of 5 minutes to have the patch applied, stated I had a frame and an arc and that I was aware the engineers had a patch available, they applied the patch straight away without any further questions. So now the problem has gone, however I have noticed that if I stream at is content the atmos logo doesn’t appear in the Sonos app. Has anyone else with the patch experienced this, is it possible that the patch disables atmos and that’s the temporary fix?
+23
exactly my words. Why not generally release the update ? Is there a compromise with other functionalities with this patch ?
Speculation: this is a work-around for whatever Samsung is doing wrong, and it doesn’t work with everyone else (who are doing things correctly with eARC), therefore cannot be pushed to everyone. I assume Sonos are waiting for Samsung to push the real fix to everyone’s TVs.
Has anyone heard any indication that this release will be pushed to the general public anytime soon? I’m tired of having to turn my Sonos off all the time but I also don’t have three hours to spend on the phone with tech support.
This patch obviously works and I don’t understand why it hasn’t been released.
exactly my words. Why not generally release the update ? Is there a compromise with other functionalities with this patch ?
Has anyone heard any indication that this release will be pushed to the general public anytime soon? I’m tired of having to turn my Sonos off all the time but I also don’t have three hours to spend on the phone with tech support.
This patch obviously works and I don’t understand why it hasn’t been released.
Hi All….just wanted to close this out and say that I too was given the patch via support. An engineer emailed me and installed it. Everything seems to be working great over 5 days. Very pleased at Sonos for taking care of this even though its “Samsungs fault” of course.
Will miss you all.
I was finally able to get through to level 2 of jumangi myself.... Took just over an hour while level 1 gathered my info and sent me up the chain. They applied the update (in my case build 61185070) and so far so good.
After three phone calls I finally got an agent who would escalate to “engineering”. The engineering rep was extremely helpful, patch applied yesterday, and so far no issues. I'm very optimistic. I was having to reboot every single day. So far so good! Build 61185070.
I got a Sonos Arc, a sub, and two satellites in December. With our new 2020 Samsung 65” Frame TV it never worked, sound cutting in and out constantly. In the beginning I spent way too much money on HDMI cables trying to get stable audio. Eventually I did an online chat with Sonos support, learned that the “Check for updates” in the Samsung menu is useless, downloaded and applied a firmware update available on the Samsung website, and still no joy.
Monday I called Sonos support and spent about an hour and 40 minutes on the phone going through lots of “try this-es” and various intervals on hold. Just after 8:30 EST she told me my case would be escalated and I would get an email. Sonos has a nice system for this, I used the web link they provided to schedule a call-back which I got last night. At exactly the scheduled time I got a call and within 15 to 20 minutes my Arc was updated with their patch. The difference was immediate, no more audio drop-outs verified by continued functionality today. For the first time in two months it works as it should.
The customer care engineer wondered aloud how many other manufacturer’s devices were experiencing similar problems with the Samsung Frame. He commented that Samsung had non implemented the HDMI-CEC specification correctly and that this Sonos patch was a work around (something to do with disabling the screen saver on the HDMI channel, the black-and-white pattern you can see if you ever switch the TV to the eArc port). He took diagnostic dumps before and after the patch, said that Samsung was interested in any information about this issue that they could acquire.
As of now mine is working as it should. No one likes spending over an hour on the phone with tech. support but I do understand the necessity of pre-qualifying whether or not to escalate an issue or not. First level support does need to document this requirement and yes, no one likes to spend their evening doing so. For me it was worth it.
Despite the problems I did find Sonos support to be excellent. Both online and by phone, they do spend the time with you. I never did contact Samsung support, it looked like quite a wall to climb to get there.
Hi all, I have a 2019 Frame TV (I think just ARC, not eARC). Do any of you know whether the issues described above happen with this slightly older TV?
Thanks!
No this particular issue is just for the newer ones with EARC
Hi all, I have a 2019 Frame TV (I think just ARC, not eARC). Do any of you know whether the issues described above happen with this slightly older TV?
Thanks!
With the build and the sound no longer skipping for the The Frame with HDMI-eARC Mode set to Auto and Dolby Atmos Compatability on what do I need to do to get Atmos? In Amazon Prime Video I tried Jack Ryan and the Sonos app is only reporting Digital PCM 5.1 and not Atmos.
Only certain seasons are in atmos - as you’re looking through the menu on Prime it will specifically say “Atmos” (I don’t remember if s1 or s2 has it - and also don’t remember if the atmos was on hd or uhd) - Prime is weird that way.
Thank you!
With the build and the sound no longer skipping for the The Frame with HDMI-eARC Mode set to Auto and Dolby Atmos Compatability on what do I need to do to get Atmos? In Amazon Prime Video I tried Jack Ryan and the Sonos app is only reporting Digital PCM 5.1 and not Atmos.
Only certain seasons are in atmos - as you’re looking through the menu on Prime it will specifically say “Atmos” (I don’t remember if s1 or s2 has it - and also don’t remember if the atmos was on hd or uhd) - Prime is weird that way.
With the build and the sound no longer skipping for the The Frame with HDMI-eARC Mode set to Auto and Dolby Atmos Compatability on what do I need to do to get Atmos? In Amazon Prime Video I tried Jack Ryan and the Sonos app is only reporting Digital PCM 5.1 and not Atmos.
I have an Arc and a 2020 Samsung The Frame 65” TV. Have had same issue since I purchased both in September. I am pleased to say today it is finally resolved.
I used Sonos Support Chat and asked for the patch referenced in this thread. Build #61183220
The support agent made me run through some questions and diagnostics. She then sent a patch to my Sonos different from the one above. I loaded it and so far (very early hours so far since receiving patch) things are working. Interestingly enough my patch build # is different and it is build #61185271.
I am based in North Carolina, USA.
This is the same build I had installed, NC. My guess is this is a new build or that user was in a different country.
I have an Arc and a 2020 Samsung The Frame 65” TV. Have had same issue since I purchased both in September. I am pleased to say today it is finally resolved.
I used Sonos Support Chat and asked for the patch referenced in this thread. Build #61183220
The support agent made me run through some questions and diagnostics. She then sent a patch to my Sonos different from the one above. I loaded it and so far (very early hours so far since receiving patch) things are working. Interestingly enough my patch build # is different and it is build #61185271.
I am based in North Carolina, USA.
Called Sonos support and the young lady promised me that my issue was poor wireless service to the Arc. I promised her that it was not and would like to speak to an engineer. She obliged politely and they called me back the next day. The gentlemen said he is on a team of 15 engineers and he himself has seen this issue at least 4 times. So he estimated they have had 50+ calls on this.
He applied the build update for the Arc through the Sonos app on my phone in about 30 seconds. Works great.
I got the update today after speaking with support for about 30 min (Norway). Unfortunately the update failed and now my Arc is useless, it cannot connect to the internet anymore. Have tried a factory reset without any luck and will have to reach out to Sonia Support again tomorrow.
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