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Talvish
Enthusiast II
June 21, 2020

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

So I recently picked up the Sonos Arc + Sub and a Samsung Q90T TV (which has HDMI 2.1/eArc) and I am experiencing the sound cutting out periodically. Some details:

  • Only devices I can test with are an Xbox One S, Xbox One X and the built-in Samsung TV Apps

  • Sonos, Xboxes and Saumsung are properly set to have Dolby Atmos

  • I have experienced sound cutting out on both Atmos and 5.1 

  • I have experienced sound cutting out from both the Xboxes as well as the built-in Samsung TV Apps (only tested the Netflix app) . . . so I know the Xboxes aren't the issue

  • At times the sound cuts out very infrequently (minutes apart) and other times about every 10 to 20 seconds and there is no discernible pattern on what changes this.

  • There is a sound setting on the TV showing ‘sound output’ that should should normally say ‘Receiver(HDMI-eARC)’ when you have the ‘HDMI eARC Mode’ set to ‘auto’ but sometimes shows ‘Receiver(HDMI)’ instead (as if it lost the eARC signal).

  • The most stable I have seen the sound (though it did cut out once during a 30 to 40 minute session, so perhaps it is just much less likely) is if I go to the Samsung TV settings and set ‘HDMI eARC Mode’ to ‘off’ (only other option is ‘auto’). When doing this Dolby Atmos still works (at least it says so in the Sonos app).

I don't know if this is a Samsung issue, a Sonos issue, or just the two of them working together. Curious if this is some form of eARC / HDMI signaling issue.

Perhaps related side-note: the Samsung settings do say when playing with the settings it may cause temporary muting, which is kind of what this is, so wondering if when in 'auto eArc' mode, there is a problem. Unfortunately there is no way to force on, just 'off' and 'auto'.

On reddit, someone with a Samsung Q80T also said they had this issue. They also mentioned that toggling ‘Dolby Atmos compatibility’ fixed it (though obviously no Atmos). My experience was more temperamental. Sometimes it got better and sometimes it didn’t.

Anyone else experiencing anything like this?

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    98 replies

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    FriendlySonos
    Lyricist I
    July 11, 2020

    Samsung Q80T + Sonos Arc via eArc port using RocketFish HDMI cable (happens with Sonos provided cord as well)

    Sound intermittently cuts out every 8 secs for an undefined duration.  Cut out being a flash of silence lasting 1-2 seconds.  Total phenomenon can last 5 to 10 mins. Occurs every time TV powers up so initially thought TV or Sonos Arc needed time to catch up on audio but lately started happening later during uninterrupted usage.  Also originally thought it might have been a Directv Genie issue but cut out happens on native apps such as Netflix and Apple+.  Both TV and bar have latest firmware and I’ve tried unplugging and replugging HDMI cords on both ends.  Toggling audio outputs, Atmos on/off, and PCM/pass through to no success.

     

    Quite disruptive and maddening!

    Praying for an OTA update to resolve...

     

     

      FBhoy86
      Lyricist III
      July 12, 2020

      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?

       

       

      10CentVincent
      Lyricist III
      July 12, 2020

      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. 

      10CentVincent
      Lyricist III
      July 12, 2020

      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!!!

      10CentVincent
      Lyricist III
      July 14, 2020

      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. 

      csgmark
      Lyricist I
      July 15, 2020

      This is a widespread issue with the arc and in another thread many suggested unplugging the arc and then plugging it back in.  I just tried it on my arc connected to my Samsung Q90T and sound is no longer cutting out.  I have no idea how long this will be fixed, but it was OK for the first 6 days I’ve had this setup.  Go figure.  Help us Sonos.

        DanielDion
        Contributor I
        July 30, 2020

        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

        10CentVincent
        Lyricist III
        July 30, 2020

        @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.

        DanielDion
        Contributor I
        July 30, 2020

        @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.

        thanks for your reply!!!

        planning to have both this fall. If I can wait for black friday, it will be the 75.

        best regards 

        Dan

         

          eatosk
          Lyricist III
          August 14, 2020

          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. 

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