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

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98 replies

M

I’d like to hear from people, if there is anyone out there that isn’t having issues.  I have a Samsung Q90T coming on Tuesday and the Arc is on back order until November 9th.  Am on the fence on whether to cancel one or both orders.  I see it’s happening to others with LG and Sony tv’s as well so isn’t this a Sonos issue?  Really don’t want to spend this kind of money on something that won’t work as advertised.  Thanks

V

I have had the Samsung Q90T and the Sonos Arc for about 3 weeks, it was working perfectly until about 3 days ago. Sounds is cutting out every 5-10 secs, making tv unwatchable. It is happening in all mediums, apps, regular tv, streaming, etc etc. More than frustrating. I have tried some of the recs here and nothing is working. As all know this is supposed to be top of the line products and do not know what to do. Reading these posts, seems to be a Sonos problem (?) as it is happening on LGs, Samsung, Sonys, etc.  If anyone can help, please please. Thank you. 

W
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Samsung Q80T plus Sonos Arc. Sound dropping out when changing apps (Netflix to Prime), and when changing channels within YouTube TV. Sometimes sound is slow to come back, sometimes it doesn’t come back at all. Changing audio source on Samsung (eg., to internal speakers) and then back to Arc fixes it. Still annoying. 

V

Thank you… appreciate the suggestion. Unfortunately that did not work. This is a bad situation. Any other suggestions or help from anyone? Thanks 

M

This apparently fixes the problem but who wants to spend even more money for something that is supposed to work in the first place.

https://hdfury.com/product/4k-arcana-18gbps/

V

Thank you for the recommendation. But my tv does have eArc. Appreciate the advice. 

I have been working on this all day, nothing works. Would still love to hear others’ experiences and suggestions. This all should not be happening on such high premium electronics.  

S

I have the Q90t and ARC....... Starting to have issues too. Cutting in and out not really an issue. More of no sound coming through at all... Reboot works and also messing with the tv settings....put some good money down on this system... What the deal Samsung issue or Sonos?

M

There is an update for the TV on the Samsung site that came out yesterday. My tv is now at 1403.1 but don’t have my arc yet to test if it makes a difference. I’m in Canada if that makes a difference for the update. 

S

Sitting at 1402 at the moment...

M

I downloaded it to a USB drive formatted to FAT32, extracted it,  plugged it in to my TV then went to software update. If I just checked for an update without the USB drive it just said I was up to date.

S

Did not fix anything.

J
Badge +3

Did not fix anything.

Has anyone heard/spoken to Samsung or Sonos about this continuing issue lately? I know people have in the past.

B

Same for me. I’ve got Q95T at 1403 with Sonos Arc and it’s playing Atmos fine but that random sound cut out issue is continuing... very strange. It’s not the end of the world but would be nice if it didn’t happen. On average it’s a couple of 1-2 second cut outs every hour but very rarely it cuts out for longer, around 5-6 seconds. Resetting and pulling cables in/out etc. hasn’t changed anything.

J
Badge +3

Same for me. I’ve got Q95T at 1403 with Sonos Arc and it’s playing Atmos fine but that random sound cut out issue is continuing... very strange. It’s not the end of the world but would be nice if it didn’t happen. On average it’s a couple of 1-2 second cut outs every hour but very rarely it cuts out for longer, around 5-6 seconds. Resetting and pulling cables in/out etc. hasn’t changed anything.

Sounds like updates have been improving the situation? In your opinion, do you think they’ll eventually issue one that will completely resolve it? Or is this going to always have some glitch?

B

Same for me. I’ve got Q95T at 1403 with Sonos Arc and it’s playing Atmos fine but that random sound cut out issue is continuing... very strange. It’s not the end of the world but would be nice if it didn’t happen. On average it’s a couple of 1-2 second cut outs every hour but very rarely it cuts out for longer, around 5-6 seconds. Resetting and pulling cables in/out etc. hasn’t changed anything.

Sounds like updates have been improving the situation? In your opinion, do you think they’ll eventually issue one that will completely resolve it? Or is this going to always have some glitch?

Who knows, hopefully so. Reading around it looks like Sonos is working with various TV manufacturers to try and work out what the issue is.

J
Badge +3

Same for me. I’ve got Q95T at 1403 with Sonos Arc and it’s playing Atmos fine but that random sound cut out issue is continuing... very strange. It’s not the end of the world but would be nice if it didn’t happen. On average it’s a couple of 1-2 second cut outs every hour but very rarely it cuts out for longer, around 5-6 seconds. Resetting and pulling cables in/out etc. hasn’t changed anything.

Sounds like updates have been improving the situation? In your opinion, do you think they’ll eventually issue one that will completely resolve it? Or is this going to always have some glitch?

Who knows, hopefully so. Reading around it looks like Sonos is working with various TV manufacturers to try and work out what the issue is.

@BikerBoyUK Oh, other manufacturers have this compatibility/cut-out issue too? So I know what brand to buy/not buy right now (or at least not blindly buy), who else are they having the issue with?

B

Same for me. I’ve got Q95T at 1403 with Sonos Arc and it’s playing Atmos fine but that random sound cut out issue is continuing... very strange. It’s not the end of the world but would be nice if it didn’t happen. On average it’s a couple of 1-2 second cut outs every hour but very rarely it cuts out for longer, around 5-6 seconds. Resetting and pulling cables in/out etc. hasn’t changed anything.

Sounds like updates have been improving the situation? In your opinion, do you think they’ll eventually issue one that will completely resolve it? Or is this going to always have some glitch?

Who knows, hopefully so. Reading around it looks like Sonos is working with various TV manufacturers to try and work out what the issue is.

@BikerBoyUK Oh, other manufacturers have this compatibility/cut-out issue too? So I know what brand to buy/not buy right now (or at least not blindly buy), who else are they having the issue with?

Yeah, I think it was on the Samsung community forum. If you Google it, quite a few come up but I can’t remember the other brands, sorry. Although they were just a few examples, doesn’t mean it’s this specific issue. Sounds like Samsung is the major one. I wouldn’t let it put you off though. Like a few others have said, it all sounds brilliant and works, just the odd cut out. But if that’s too frustrating for you, then hang on a bit longer.

T

Same problem.  Thought I had a nice Xmas gift, but nope!   My TV is Samsung QN65, so it’s certain not limited to the QT90 or any other size/brand.    (multiple brands are mentioned here)

The original post says the Speaker Output flips between ‘Receiver(HDMI)’ and Receiver(HDMI-eARC).   That’s exactly what happens to mine…. anywhere from 5 to 17 minutes apart.   I found I  can easily see  this “flip” occur when, on the TV, I turn ON the HDMI-eARC option, and then go back a screen to watch the Speaker Output flip from ‘Receiver(HDMI-eARC)’ and Receiver(HDMI) … and at the same time the sound cuts-out.   And, watching it for a few minutes, it flips back the other way.

B

I had this issue with a new Samsung Q70T and Arc at the beginning of Oct ...research on here showed it was common ...my retailer said there was a known hardware issue on Arc and he had other instances which had been fixed with a replacement Arc. He swapped out and gave me a new one and it was great for 6 weeks then the problem restarted yesterday 

 

im not minded to keep doing hard resets of either the arc or the tv

 

I noted my replacement arc came with a optical to earc converter, which is apparently a fix for  a known problem.

 

my retailer (fortuna in jersey ) have been really good and are on the case this morning ...I will report back. 
 

it’s a very expensive bit of kit for some many issues, I guess it was rushed to market without being properly tested, or maybe there are quality control issues in manufacturing 

J
Badge +3

@Bathdave Does the optical to earc converter preserve the ability to do Atmos? Or is that lost since its digital to analog (Optical is analog right?)?

H
Userlevel 1
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@Bathdave Does the optical to earc converter preserve the ability to do Atmos? Or is that lost since its digital to analog (Optical is analog right?)?

Using the Sonos Arc supplied optical (hdmi converter) cable will not enable Dolby Atmos. The cable is hdmi lead from the Ark to the converter and then into the optical input on the TV. The best sound you can get is 5.1 I believe and definitely not Dolby Atmos. It is explained in the supplied Sonos Ark instruction set up leaflet.

H
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I’m in the UK. I have the Samsung QE75Q95TATXXU TV with the Sonos Ark using Sky Q streaming service. From the beginning with the Ark I have had sound problems. Lip sync was out when watching Sky (and couldn’t be adjusted the right way through the TV) or cutting out. I went through the loop of support phone calls to Sky, Samsung & Sonos, none of whom resolved the problems and blamed the others. I went down using the optical sound cable route which was fine but no Dolby Atmos of course. I’ve gone back to hdmi lead into the e-arc port on the TV. I’ve still had intermittent problems with no sound when I switch the TV on which i initially resolved by unplugging the Ark hdmi lead but that didn’t always work. I’ve now unplugged the TV and Ark from their electric sockets and having reconnected, it now seems to work albeit no trace of Dolby Atmos. I have just watched the Youtube video suggested earlier by Krishna M Sonos staff and adjusted the sound settings on the Tv as suggested and Voila! I am getting Dolby Atmos DD+ on a Netflix programme with Dolby Atmos (Virgin River). I’m just hoping that this also resolves all the sound problems. I’ve been holding off buying the Sonos Sub, here’s hoping the sound issue is now resolved and there is a Black Friday deal for the Sub on offer.

D
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Exactly the same issue with my Sonos Arc and Samsung QE65Q95T QLED 4K HDR Smart TV. Got the TV and Arc at the end of July and no problems with it for the first few weeks and then every time I turn the TV now the sound cuts out and only rectified by either toggling the settings or unplugging the Arc from the power .

I’ve spoken to Sonos support who tool me through all of the usual troubleshooting steps, non of which worked. They then advised that they were working with Samsung on a solution but could give no indication of how long that would take. From reading some of the conversation threads on here its seems that they have been working on a fix for months.

I understand that issues arise and need time to fix, but I think it’s totally unacceptable just to be given “we’re working on it” for months with no clear end in sight. I’ve written an email to Sonos asking for them to clarify when this will be resolved and if not I’ll be raising a formal complaint.

I’ll update this thread as soon as I hear back from them.

My case number is 02297640 just in case anyone needs it

D

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?


When I turn on my 65” 2020 Frame TV from art mode. I usually watch via Apple TV and The ARC audio goes in an out for milliseconds.  I have to unplug the power to the arc each time in order to get sound consistently.  It’s very annoying.

D
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Exactly the same issue with my Sonos Arc and Samsung QE65Q95T QLED 4K HDR Smart TV. Got the TV and Arc at the end of July and no problems with it for the first few weeks and then every time I turn the TV now the sound cuts out and only rectified by either toggling the settings or unplugging the Arc from the power .

I’ve spoken to Sonos support who tool me through all of the usual troubleshooting steps, non of which worked. They then advised that they were working with Samsung on a solution but could give no indication of how long that would take. From reading some of the conversation threads on here its seems that they have been working on a fix for months.

I understand that issues arise and need time to fix, but I think it’s totally unacceptable just to be given “we’re working on it” for months with no clear end in sight. I’ve written an email to Sonos asking for them to clarify when this will be resolved and if not I’ll be raising a formal complaint.

I’ll update this thread as soon as I hear back from them.

My case number is 02297640 just in case anyone needs it

Latest from Sonos.

We are currently working with Samsung to put a lasting fix for this issue in place, however no timescale is forthcoming at the moment I'm afraid.
It would be beneficial for us if you could contact Samsung directly with regards to this issue, to highlight the pressing need for a solution.
I recommend checking regularly that your TV firmware is up to date and to download any updates as they become available.
In the meantime I would also recommend using your optical adapter to prevent audio dropouts in the short term.

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