Sonos Arc + Samsung Q90T | Sound Cutting Out | Anyone else?

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98 replies

T

I have same issue with Q95TsQ95T and ARC.

 

I have noticed two things:-

 

1) As noted during the issue, I have always lost the Sonos signal from the EARC source. I.e. I don't see the Sonos picture anymore, if I change to the Sonos source.

 

2) a quick unplug and replug of the HDMI cable from the ARC fixes the issue.

 

Might be worth checking these two issues/fixes to confirm same issue?

K
Userlevel 2
Badge +1

I am seeing this issue on a 2020 LG with eARC but just so far with TrueHD/Atmos tracks mainly durring action scenes when the sound gets quite intense (possible higher bit rates?). Source is Plex on an Nvidia Shield. Will do more testing.

J

First worked perfect. Then cutting daily and all of a sudden, was again working for several days without any problems. Was already thinking it had been sorted… WRONG! Today started cutting again 😫

I also contacted sonos support about it → nobody got back to me about it 😡

M

This is happening to me on my LG C9 TV, Apple TV 4K, and Arc.  

With no pattern that I can establish, I will sometimes start a show with the Apple TV and get no sound. The Sonos app says there’s no signal. By adjusting the LG TV sound settings to toggle eARC off then on again, the sound always comes back immediately, and continues to perform well, generally for days.

I’ve never seen it go out during a show. Only after a period of non-use. This does not happen every time. And it seems to happen for Atmos, 5.1, and stereo content alike.

T
Userlevel 4
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Of late things have been a bit more stable (meaning between uses it seems to not do the frequent drop-outs) BUT I do commonly get a single drop out during one watching session, usually after 30ish minutes of watching (just estimating).

D

2020 LG-75NANO90UNALG + Sonos ARC here. I’m experiencing similar behavior. When I have eARC enabled in the sound settings, I get the audio dropout randomly. I’ve got a really simple setup and am only using the TV->ARC for audio, no sub yet (back-ordered). I have a 3’ HDMI 2.2 cable connecting the two. If I disable the eARC function in the TV sound settings, I don’t experience the issue (* or at least I haven’t yet). Given this forum seems to showing it’s happening with both Samsung and LG TV’s can we safely say this is a Sonos issue?

T

I am getting this on the LG CX, with arc (+surrounds and sub). I notice with Dolby digital plus it cuts out a few times at start of a tv show and then is fine till the end. Then when another ep starts, it happens all over again. 
 

i was just watching a Dolby atmos film and it cuts out every 20 seconds or so. 
 

When watching something with Dolby pcm 2.0 it’s fine, no issues. 
 

i previously had a Beam with the same setup and no issues at all. 

D

Samsung Q90T with Arc connected via eARC HDMI connection. Same issue here as well. Very random, usually when TV is first turned on. Sometimes it’s fine, sometimes it cuts out on and off for random periods of time. I’ve tried changing inputs, settings, HDMI cords, apps, used Samsung TV and Apple TV 4K and when the issue is occurring, it occurs no matter what I’m using or doing. As random as it starts, it just randomly ends as well. I have not unplugged the Arc power cord and plugged it back in but will try that if it happens again. Very annoying issue to say the least. Once it starts working, it’ll be fine for hours and hours for me and will only happen again once I turn the TV off and then turn it back on later on or the next morning (or sometimes is fine). 

T

So I have found with my LG Cx there is a digital sound out option where you can choose from PCM, Passthrough and Auto.
 

Choosing Auto seems to pass Dolby multi-channel pcm 5.1 for most tv and movies on Netflix, prime etc and Atmos when the show/movie supports that.

 

Been using that all day and not had any cut outs. I am not a sound buff, so no idea if pcm is better or worse...

R

We seem to be having the same issue with our Samsung Q800T and Sonos Arc. Diagnostic sent 55511649. Can anybody help?

T
Userlevel 4
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@Realtonytones, I’ve been communicating in another thread with a Sonos rep. See here:  https://en.community.sonos.com/home-theater-228993/intermittent-audio-from-sonos-arc-to-samsung-qe65q95t-6843249?postid=16452439#post16452439

 

At this point, for me, I can generally confirm nearly every 30 minutes I will get a quick drop out. I sent in diagnostics for the latest two. Not sure why it is so regular. Others seem to have more random issues (which is what I had before, though I have not forced a power cycle on the Arc since it get into this state, so perhaps if I did it would be behave differently upon restart).

D
Userlevel 1
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Same issue here with Arc and a Samsung QN65Q80T.  Very frustrating and hope there is a resolution possible.  Will submit diagnostics to Sonos next time it happens.

F
Userlevel 1
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I just got my Samsung Q90T and Sonos Arc up and running two days ago.  I am also experiencing the audio drop out.  Like others have said, going into Sound Expert Settings and changing the eArc from Auto to Off then back to Auto gets the sound going again.  It has mainly been noticed when the TV is turned on, but I also noticed it when trying to tweak the sound settings to get Dolby Atmos from the Netflix (4K subscription) and Amazon Prime Apps installed on the TV.  That is another issue but I feel like venting…. 

 

I have found through the Sonos App that I can only get Dolby PCM 5.1 with the installed TV apps even if the content is delivered with the Atmos signal.  I found this in the Samsung Q90T manual:  “Dolby Atmos - You can set the TV to allow Dolby Digital+ with Atmos streams that are input from external devices.”  The key words being EXTERNAL DEVICES.  Therefore it is my assumption that I must purchase an External Device to get the full Atmos experience from my 2020 Samsung Q90T and Sonos Arc.  I am getting a 4K Apple TV to validate this tomorrow, but I would love to hear if anyone else can validate this on the Samsung (or LG so if it works on the LG I can hate myself even more for buying Samsung)...

 

And the sound cutting out is just absurd.  Something has to give. Since we are seeing this with multiple TV models I’m starting the think this particular issue is with the Sonos Arc and not the TV...


Hello, 

 

how did the testing go with the Apple TV? Are you getting full Atmos?

 

 

1

So the night I posted this I did more testing and actually found some shows that I can stream on the Netflix Samsung TV App and the Sonos App indicates the audio is full Dolby Atmos. Those shows I have found that work as expected on the internal Netflix TV App are The Order, In the Shadow of the Moon, Okja, Sweet Magnolias, and Altered Carbon. The one I originally tested with that show Atmos in the on screen description was Dark. It will not send Atmos for some reason. I have been unable to find Atmos content on Amazon Prime Internal TV App. So far I’ve tried Jack Ryan and Mad Max 2015 movie trailer. I would be interested if others have found Content on Amazon Prime Video that the Sonos App indicates is streamed with full Dolby Atmos so I can validate on my end. Given that I am having some success with the internal TV Apps I’m going to delay the purchase of the Apple TV. I really don’t want another gadget to deal with unless it provides some real tangible benefit. 

1

Update on sound cut out…

 

setup Samsung Q90T and Sonos Arc, etc.

 

i have had 3 days (albeit only a few hours total of watch time) with no sound cut outs.  Only change made was implemented a Harmony Companion Universal remote to turn on/off all devices for Watch TV activity. 
 

Will have much more uninterrupted time today to test this. Fingers crossed that either the new Harmony remote or some automatic software update to TV and/or Arc has fixed the issue!!!

1

Another update on sound drop out…

 

occured twice last night when Netflix automatically queues up the next episode of a show. Only way to fix was turn TV and Arc off for Qatar while (like a minute) and then back on, or switch TV input / fiddle with sound output settings. Can’t seem to find a rhyme or reason to cause or solution. As posted above it can be quite maddening. 

D

Hello,

I will buy the q90t and arc soon. After reading few threads about issues, I chatted this morning with sonos and samsung. With sonos, the agent told me that he could not tell me if I could have issues with both devices, if I have issue, I will need to contact them and if necessary to contact samsung…. I told the sonos agent about the thread on this sonos community web site.

 

When talking with samsung, the agent told me that I would not have any issue….

I liked sonos response better because I think he was aware of some issues. The samsung agent did not know anything I think about these issues.

 

I think the best thing is that sonos said in a thread is that they are working with samsung. I want to replace my playbar, already have the sub and play1s so I staying with sonos for sure.

 

I hope this will be fix soon with an update from sonos and/or samsung.

 

Regards,

 

Dan

1

@DanielDion I have had the Q90T and Sonos Arc Setup for a over a month now.  I did have some issues with sound cutting out at first.  I have only had it happen once over the last 3 weeks or so.  It was when Netflix (TV App) went fo the next episode automatically.  Not sure why this only happened once over the last 3 week as we watch Netflix every night just about and let it automatically go to the next episode all th time.  Anyway, I love the TV and the Sonos Arc.  I can’t say for certain you won’t have the sound cutout issues but I also don’t want you to let this issue dissuade you from making the upgrades.  Both products are exceptional except for this one issue, which seems to be very sporadic, and for me at least, not very frequent.

E

I’ve got the Q95T 55” and Sonos Arc, I’ve had them for about 4 weeks now and I still have the same audio/eARC problems others have already mentioned in this thread. Only fix for me is to turn the TV and ARC off at the wall, wait 10-15 seconds and turn them both back on. Then I have no issues, until the next day when I use the TV and ARC and have to repeat this process to get things working again. It’s very frustrating for amount of money paid to buy these premium products. 

M
Userlevel 1

Still not fixed. Spoke to a very helpful Sonos assistant today who said the known issue is still with Samsung and they don’t have a date for any fix. A little worrying - I’m having to consider returning the product in case it can’t/won’t be fixed by a software upgrade at either end. Disappointing that neither manufacturer is choosing to let people know in advance of purchase that this well-advertised feature doesn’t actually work!

A

Samsung Q95 75” TV with Sonos Arc.  

I also have an issue with the sound cutting out every 3-4 seconds.   Temporary fix is to disconnect the HDMI on the Arc and reconnect it.    happens every morning.  

 

I have also noticed that on the Samsung TV, in Sound - Expert Mode, the HDMI eARC mode has to be off to get sound - setting it on Auto stops the sound. 

 

Any help please? 

M

Yep, exactly same issue here!

Bought brand new Samsung 65Q900T with Sonos Arc, 2 x One SL and Sub.

Worked perfectly for the first 2 weeks, then since last week sound start cutting out every few seconds. Only thing that works is repowering the arc. Then it works for a while until the problem starts all over again.

 

Very annoying and shouldn’t happen with equipment at this price level.

Is this a Samsung thing or a Sonos thing??  Any suggestions?

 

Krishma M
Userlevel 5
Badge +13

Hi folks. Here's an update for all users using Samsung 2020 QLED (LS03T) Range in the US.
Samsung released a firmware update version 1402.1 that may assist in mitigating the issue.
Currently, the update appears to only be available for US models and via a manual USB update.
Reach out to Samsung for further assistance and hope this helps.
We and the community are always here to help.

Help others find useful content by clicking the like button and selecting the best answer to your question.
M

Have a Samsung Q80 and ARC with the same issue.  Power cycling the ARC fixes it for a while then it returns.  

I’ve also turn off eARC on the Samsung TV and haven’t noticed any dropped audio, but that means we don’t get Dolby Audio.

D
Userlevel 1
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Frustratingly - after the 1402.1 USB upgrade on the TV, the problem seems to occur more frequently, not less.  Turning off eARC on the samsung is a consistent (not ideal) fix?

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