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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

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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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.

I experienced this for the first time last night on my Q90T + Arc. Sound suddenly cut out when e-Arc was enabled; only way to get any sound at all was to disable e-Arc on the TV (which caused audio delay issues with my Xbox as the passthrough option was then greyed out).

Unplugged the Arc to no avail - only thing that worked was power-cycling the TV. Once I did this, I was able to re-enable e-Arc and audio came through finally. 

This never happened with my old Samsung soundbar, so I have to assume it’s some issue between the Arc and the Q90T. Both are up-to-date on their software, so any solution that may have existed certainly is not bullet proof.

I had a problem with the sonos arc not working after turning off the TV. The sound would flicker on /off and I had to unplug arc to reset it to have it work.

I turned off "instant on" under the hidden menu of the TV to cure another issue where the wifi drops after turning off TV. Turns out, it fixed both issues!

Enter the hidden menu with old Samsung remote(look online for instructions) or ask the Samsung help line to turn off "instant on"

What’s the status on this issue now? I’m planning to buy a Samsung Q95T TV and Sonos Arc. Is this still an unsolved problem?

If yes, is it really common, or is it just like 1 % of the users who gets this kind of problems with the Arc + Samsung 2020 TV combination?

I got the Sonos Arc about a week ago. Could not get the audio in sync with LG OLED B7V and Nvidia Shield. Ended up buying the new Samsung QN95A. Finally the audio is in sync, but then there is this new problem with audi cutting out. 
Just watched a 4k movie with Dolby Atmos via Nvidia Shield / Plex. Audio cuts out every 10-15 minutes for a couple of seconds. Sometimes every other minute, sometimes it lasts 30 minutes+ without cutting out. I have also experienced sound drops on non Atmos content.
Sound settings in Passhtrough.
When in Auto, it seems to not drop out that often, but in stead the noise “breaks” just a tiny bit in parts of the movie.

Super annoying having spent so much money first on the Arc, then on a brand new TV.
Not sure which firmware I am on, but my Sonos is up to date. And I ran the downloader on the new TV today.
Really hoping for a fix.

Any update here on a permanent fix? 

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Yesterday I experienced a problem for the first time.

I was watching a movie with Dolby Atmos on Netflix, paused the movie to answer a phone call, and when I started the movie again, there was no sound.

I unpluged the tv, waited 15 seconds, and started it up again. This fixed the problem, I now have sound again.

I watch Netflix via Apple TV 4K connected to my Samsung 75’ The Frame 2020.

I’ve tried that too, but it’s been awhile. 
I wonder if Sonia/Samsung now just consider this as ‘solved’ although there are still lots of issue. 
 

I still have warranty on both items, so I am seriously considering returning both items.

Yesterday I experienced a problem for the first time.

I was watching a movie with Dolby Atmos on Netflix, paused the movie to answer a phone call, and when I started the movie again, there was no sound.

I unpluged the tv, waited 15 seconds, and started it up again. This fixed the problem, I now have sound again.

I watch Netflix via Apple TV 4K connected to my Samsung 75’ The Frame 2020.

Userlevel 1

Hello. I watched a movie this evening. It cut out twice. I had the TV set to pass through - Dolby Digital Plus 5.1. Then I changed the TV to PCM. It cut out under both settings. It seems odd that the Sonos can’t even handle PCM without it cutting out. 

I use a Firestick 4K plugged directly into the TV  Surround sound settings are set to ‘Best Available’. Are people finding the issue with built in apps? 

 

Recieved my SONOS Arc earlier this week, and connected it to my 75” The Frame 2020. 
No problems yet. Everything is working perfectly.

The Frame is running firmware 1497 and SONOS is running 13.0.2.

Fingers crossed that it will keep up the good performance.

Brand new QN90A and having the same issue. Would love to get info on this patch mentioned earlier in the thread.

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I have spoken to Sonos support. They have confirmed that there was an issue recorded in each diagnostic report. The issue occurs when the TV switches to Dolby Digital Plus. At this point, I think it’s important that other consumers realise that the Sonos Arc is not compatible with Samsung TVs. I have left a 1 star review on the Arc product page, I have also dropped a note to rtings and what hi-fi to highlight the issue so that they might add it to their review pages. Other consumers should know what they’re buying. I will remove the 1 star rating when the issue is finally remedied. (9 more reviews to drop it below 4 stars). If you’re reading this then I suggest you do the same so that they start prioritising this issue. 

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Hello. The update didn’t work. Grr. It’s cut out about 3 times since I updated. I sent diagnostic reports each time it happened so let’s see if that helps Sonos. 

Hello. I have a Sonos Arc and Q90T. I had 65Q90T December-February. That broke so I got a 75Q90T today. (Loved the TV before it broke. Decided I was just unlucky).

Like others, the sound cuts out every now and then. For example, I just watched Infinity War and it cut out 3 times for about 2-3 seconds each. Not great when I’m trying to show off my new big fancy TV. The old 65Q90T had a similar sound problem but not at that frequency.

I have just updated my Samsung to 1497 (after watching Infinity War). Sonos is updated. I’m interested to see if this works. I will update if it cuts out again.

Sounds settings - e-arc set to auto and output=pass through. I use a Firestick to watch TV. 

 

 

Did it work? 😊

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Hello. I have a Sonos Arc and Q90T. I had 65Q90T December-February. That broke so I got a 75Q90T today. (Loved the TV before it broke. Decided I was just unlucky).

Like others, the sound cuts out every now and then. For example, I just watched Infinity War and it cut out 3 times for about 2-3 seconds each. Not great when I’m trying to show off my new big fancy TV. The old 65Q90T had a similar sound problem but not at that frequency.

I have just updated my Samsung to 1497 (after watching Infinity War). Sonos is updated. I’m interested to see if this works. I will update if it cuts out again.

Sounds settings - e-arc set to auto and output=pass through. I use a Firestick to watch TV. 

 

 

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just came here to say that after a week or two with the new firmware, I can finally say the problem has been fixed. i had to restart the sonos arc every time I turned on the tv to watch something because if I didn’t, the sound would stop and skip every 2 seconds or so. its all gone now!!! take care everyone in forum post, its been a long ride haha

It has not been fixed 100 % with eARC - but it is properly something Samsung need to rework in a later Firmware. But I will agree that new release is a gigantic step in the right direction and the sound skip every 2 seconds is gone. Almost a miracle 😊. But complete sound loss do happen with eARC on. An example:  If you got HBO Nordic, try start Peppa Pig and let the show run for multiple episodes (each episode is 5-10 min) and it will cut the sound at some point. Not sure if is the sound format or what causes this, but since my daughter love this show it happens often here and had to turned eARC off due to that. So it is NOT 100 % fixed. 
 

/Brian

just came here to say that after a week or two with the new firmware, I can finally say the problem has been fixed. i had to restart the sonos arc every time I turned on the tv to watch something because if I didn’t, the sound would stop and skip every 2 seconds or so. its all gone now!!! take care everyone in forum post, its been a long ride haha

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I am getting confused here. Has the problem been resolved with the latest firmware update?

I have a 75” The Frame 2020, and have ordered the Sonos Arc, and would really like to know if I can expect it to work correctly when I recieve it.


Hi Snygadk.

It has not be solved 100 % with eARC on (Auto). I still lose sound from time to time on some shows if several episodes is seen in a row with eARC enabled. When it happens, the only way ( I know of) to get eARC working again, is to power cycle the Tv - however turning off eARC in the sound option will also get the sound back.

I have turned off eARC on the Samsung Frame myself as a work around and still gets Dolby Atmos (compressed) on shows that supports it on The built-in apps on the Tizen platform - but if you use a external media streamer/box of some sort, TrueHD is not a option when eARC is off but I think you will be fine with other Dolby audio formats including Atmos metadata on DD+.

/Brian

I am getting confused here. Has the problem been resolved with the latest firmware update?

I have a 75” The Frame 2020, and have ordered the Sonos Arc, and would really like to know if I can expect it to work correctly when I recieve it.

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

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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

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I noticed there still is some sound issue with the frame 2020 and soundbar combo when eARC turned on (Auto mode). For example, when my daughter watch Peppa Pig on HBO Nordic, the sound disappears after seeing some episodes in a row and on the start of a new one. When eARC is off there is no issues.

Samsung Frame running on SW 1460.9 and SONOS Arc on SW 13.0 build 62186220. HBO app is the built in Tizen smart platform.

Hi Brian, 

can you and update The Frame to the latest 1497.0 firmware and test again with feedback? The firmware can be found on Samsung’s website and needs to be installed by putting it on a USB stick.

Hi hi-tone.

Updated to 1497.0 on the Samsung Frame and made some testing with multiple episodes in a row again and across seasons as well. No sound loss yet, so everything seems to be working perfectly 😊.

/Brian

Thanks James. I’ll give customer support a try first. Hoping its just me! 

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Hi @PitchDoug,

From your explanation it doesn’t sound like you’re experiencing the same thing others have posted about in this thread. I’d encourage you to reach out to our customer care team who can help you in getting your Beam hooked up to your new TV :slight_smile:

Hi All - I purchased my first Sonos product - Beam - and attempted to connect it to my Samsung 50” Frame (2020) yesterday with no success. I found this thread today and spent enough time going through it to, I think, decipher that unless I want to spend time that I do not currently have devoted to the Samsung/Sonos apparent saga, I should just return the Sonos Beam to Costco while I still can. 

 

Before I do, I was just hoping someone might read this post and confirm for me that the problem with my Sonos/Samsung still exists and its not my technological ineptitude :). Seems like they’re getting closer to patching/fixing the issue, but not there yet. Correct?  THANK YOU for any response! 

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