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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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Best answer by Ditte 22 January 2021, 17:53

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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). 

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: 

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

Next steps:

  1. The Samsung tech has ordered a replacement part (believe it is the module which handles sound output) 
  2. 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.

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

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. 

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.

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?

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

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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.

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. 

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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.

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.

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

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. 

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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. 

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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.

I am having this same issue on my 2021 Samsung Frame TV and Beam gen 2. Sometimes I get no sound when the TV turns on, sometimes it connects to the Beam but via ARC not eARC, sometimes the TV speakers come on and go off in a loop, but no sound from the Beam G2.

I have tried the various solutions, but nothing works. The only fix is power cycling the TV. Which is a pain.

I don’t see Samsung and Sonos “working together” for a solution. Not only would this be illegal (at least in North America), but Samsung has no reason to work on it. Samsung and Sonos are competitors in the soundbar market. Samsung’s solution is easy - buy a Samsung soundbar - problem solved.

Sonos is the only one that can solve this, they don’t sell TV’s, If their TV add on soundbar don’t work properly with one of the largest manufacturers of TV’s in the world, then Sonos has a problem, not Samsung. Pointing fingers won’t solve the issue.

I will continue to search for a solution, but this issue is squarely in Sonos’s court.

I also have a 2021 frame and a Sonos beam 2

the app will not find the tv on set up via e-arc then it works for a minute then the tv switches back to tv speaker. 

Mine has been working for about (6) days now. I pulled the HDMI cable out of the Arc and unplugged the Samsung. I have CEC on the TV and also on the Comcast Cable box. I have tried playing airplay music and switching back to TV cable and it has worked. I am still not completely convinced though. 

I have Samsung repair tech coming to my house on Monday. I can update on here once I speak to them. Any other questions I should ask, let me know. 

Does Dolby Atmos works on The Frame TV? I’m about to purchase a 2020 Frame TV together with a Sonos Arc, but I want to be 100% certain it will output Dolby Atmos.

Yes but the Sonos won’t connect to the tv

I spoke too soon. It worked for one day and dropped the connection again. It tries to pick it back up for a second and then reverts to TV speakers. 
 

I hope there is a fix for this soon. If not, a huge waste of money putting Sonos throughout the house with Samsung TV’s. I switched from a wired system to this because everyone told me how amazing it was. Not very happy right now. 
 

Come on Sonos…

Sonos customer service informed me Monday that their products (all of them, according to the CSR I spoke to) do not work with Samsung Frame TVs.

Bought a Beam and 2020 Samsung Frame TV for my parents last November.  Never was able to get the two connected via HDMI.  Called Sonos then was told that it wouldn’t work but to use the optical connection.  That worked for seven months when the volume would max out when increasing the volume by one with the Samsung remote.  I could see the volume increasing on its own through the Sonos App, which was the only way to turn the volume down.  After which the remote would no longer be able to change the volume. 

When I called Sonos about this issue, I was told that there was nothing they could do; that Sonos products do not work with this line of televisions.  Nice they couldn’t tell me that last year when I could have returned the sound bar and got something that actually worked for my parents.

Very disappointed in Sonos.  They have lost me as a customer.  Will be recommending to everyone I know not to buy Sonos going forward.   

*Samsung Fixed Mine for Now*

I have the Samsung Q80T with the Arc, (2) Ones, and a sub. I have a similar setup upstairs, but with an older TV that is Arc and not eARC. 

Everything was working perfect until yesterday. I lost the connection with the TV (Xfinity cable provider), and the Sonos. All of the settings reverted to TV speakers. The weird thing was every so often the Samsung TV would pick up the Sonos and play for two seconds and then right back to TV Speakers. I spent hours to make sure all the settings were correct, and trouble shooting every cable and different way to play out of the Sonos. Including taking the entire system upstairs where it worked perfectly. 

The Sonos would still give me the 5.1 if I used Airplay from my MacBook, Sonos music, Netflix, etc. Sonos could not figure it out. Everything worked on their end up until the point where Samsung TV became involved. I could physically see the “Receiver HDMI eARC” pop up in the sound output and then disappear. It was almost like there was a loose cable, but that was not the case. 

Then all of a sudden the TV became stuck on HDMI Port 3 not detected or something along those lines. It showed the Arc, but nothing would appear on the TV except that notification about HDMI Port 3. 

Out of options, I gave Samsung remote access to my system. I have no clue what he did on his end, but everything is working perfectly “for now.” I asked him what he did and all he could tell me was he sees it differently on his end and made sure the cable source went into HDMI 4 (where my cable box is plugged in), and it has worked seamlessly since. So I now have the same setup as before, Arc into Port 3 eARC, cable box into HDMI Port 4, and somehow it is working. But this definitely sounds like some type of Samsung issue. 

Anyone have any other updates on this?

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I am having this same issue on my 2021 Samsung Frame TV and Beam gen 2. Sometimes I get no sound when the TV turns on, sometimes it connects to the Beam but via ARC not eARC, sometimes the TV speakers come on and go off in a loop, but no sound from the Beam G2.

I have tried the various solutions, but nothing works. The only fix is power cycling the TV. Which is a pain.

I don’t see Samsung and Sonos “working together” for a solution. Not only would this be illegal (at least in North America), but Samsung has no reason to work on it. Samsung and Sonos are competitors in the soundbar market. Samsung’s solution is easy - buy a Samsung soundbar - problem solved.

Sonos is the only one that can solve this, they don’t sell TV’s, If their TV add on soundbar don’t work properly with one of the largest manufacturers of TV’s in the world, then Sonos has a problem, not Samsung. Pointing fingers won’t solve the issue.

I will continue to search for a solution, but this issue is squarely in Sonos’s court.

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Been getting this issue more and more now that I started using Xbox Series S with Frame TV + Sonos Arc.

It seems isolated to Dolby Atmos audio.

Any one got a clear fix for this?

I finally got this issue solved when I turned of CEC on my settop box.

 

Been getting this issue more and more now that I started using Xbox Series S with Frame TV + Sonos Arc.

It seems isolated to Dolby Atmos audio.

Any one got a clear fix for this?

That seems to be solved mow, my tv 2020 works fine with Ark. Hopefully ;)

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