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

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98 replies

S

I have/had this same issue, so ridiculous…

For me, cycling the power on the Arc would temporarily fix the issue, but I would have to do it EVERY TIME I would turn on the TV. Not what I was expecting when I spent $3k on a premium TV and sound bar.

To add insult to injury, my TV is mounted on a bracket on top of a fireplace really tight to the wall with an outlet recessed in the wall. Beautiful installation to hide wires, but getting a hand back there to unplug the Arc regularly is maddening. Sonos couldn’t have the power also removable at the speaker like many other electronics do?

The short-term fix for me was to use a Kasa smart power strip and plug the Arc into it. This way, I can cycle the power on the Arc with my phone or by pressing the button on the power strip. No need to pull plugs from the wall and, in my case, no need to constantly jam my hand behind a metal bracket. I thought that this was a clever solution to a problem that shouldn’t exist (not truly a solution but much more pleasant than pulling power cords from the wall).

But now the problem seems to have disappeared. Not sure why. Is it because of all the power cycling I did on the Arc while setting up the smart strip? Did Samsung or Sonos finally release an update to fix this?

This TV / Sound Bar combo is truly amazing but c’mon Sonos & Samsung, you can do much better testing of your premium products and can make fixing  these issues a higher priority (if you have indeed fixed it).

 

G

But now the problem seems to have disappeared. Not sure why. Is it because of all the power cycling I did on the Arc while setting up the smart strip? Did Samsung or Sonos finally release an update to fix this?

This TV / Sound Bar combo is truly amazing but c’mon Sonos & Samsung, you can do much better testing of your premium products and can make fixing  these issues a higher priority (if you have indeed fixed it).

How long would you say you've used your setup without issue? A lot of people across the many threads about this think they've fixed it when in fact it returns. 

 

I'm about to set up a 55" inch Frame TV with an Arc and a sub. Both brand new and will of course be updated with the latest firmware. 

 

D
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Further update. Had Samsung tech support on the phone who told me the software update on my TV (version 1403.1)was released to fix a ‘no sound’ issue between my tv and the Sonos Arc, but wasn’t specifically to fix the intermittent cutting out. This confused me as Sonos told me that there was a specific update being rolled out to fix this particular issue. Getting really fed up of having to go backwards and forwards between Samsung and Sonos and being told conflicting information. The Samsung tech support guy reset all the HDMI ports on my TV to see if this would fix the issue. This hasn’t completely. Over the last 6 days the issue was back for two of them. So whilst not as frequent as before, it hasn’t gone completely. I’ll give it a few more days and see how it behaves. 

S

But now the problem seems to have disappeared. Not sure why. Is it because of all the power cycling I did on the Arc while setting up the smart strip? Did Samsung or Sonos finally release an update to fix this?

This TV / Sound Bar combo is truly amazing but c’mon Sonos & Samsung, you can do much better testing of your premium products and can make fixing  these issues a higher priority (if you have indeed fixed it).

How long would you say you've used your setup without issue? A lot of people across the many threads about this think they've fixed it when in fact it returns. 

 

I'm about to set up a 55" inch Frame TV with an Arc and a sub. Both brand new and will of course be updated with the latest firmware. 

 

Yeah, I am not declaring victory just yet as it has been only 1 day. But before, I used to get it every single time I would cycle the TV power. I haven’t seen it in a day and multiple on/offs.

I also had an alert on my Q90T that the firmware was updated.

Either way, I am awaiting wide confirmation that this is indeed fixed before popping champagne (per others’ experience on this thread).

For your new setup, I would recommend to have an easy way to cycle power on your Arc. You can always pull the cord out of the wall but that gets old fast if you have to do it multiple times a day.

Good luck and stay tuned!!

O
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On advice from Sonos CS I added a CEC LESS adapter which did not eliminate the cut out. I am Still pursuing with Sonos.

G

Well fingers crossed they have fixed it then. Haven't heard any other users talking about  new firmware being released recently, and I'm following a lot of threads about this!

 

My arc will be sitting on top of a sideboard with plugs easily accessible, or at the very least I'll plug it in via a smart switch and cycle it in the early hours every day like other users have had good experience doing. 

 

Thanks. 

S

Great! When the products do work as they should, they are amazing.

dg53 is our fearless leader to drive this one home with Sonos and Samsung, godspeed!

@dg53: anything we can do to add more urgency yo get this fixed? Thank you!

D
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@saoulons thanks for the offer. There’s nothing I can think of that will add any more urgency. I’ve now gone 8 days with still only those 2 instances of the problem occurring. Not hanging the flags out and popping the champagne just yet though. Still not entirely sure what’s happened to ‘fix’ it. Maybe it’s a combination of the software update and resetting of the HDMI ports on my TV by Samsung tech support.I’ll keep on monitoring and post further if the situation changes. 

J

I am running into an issue where I have my Q90T using the eARC to the Sonoc Arc. When we pause the tv for some time, the audio will drop and the only way I can get it back is to restart the tv. Anyone have any suggestions for this?

D

Is there any progress in this issue?

 

I bought Samsung The Frame and a Sonos Arc Home Theater -kit i November.. and had nothing than problems with cutting audio. Both from native Samsung apps and with a Apple TV.

 

And this thread is from June? 
 

Is Sonos a startup and the users beta testers?

 

This is a huge problem, just Google it.

 

Best Regards

A very disappointed customer.

D

Same here is happening with a brand new samsung Q80T. Sonos said it is a known issue and to report through the app each time the sound is cutting.

 

It is only happening when playing Atmos content.


 

For me its happens when the tv and arc comes back from standby after the night. With all types of content. Cutting audio, like 1s sound 2s mute. 
 

we are all a bunch of beta testers.. 

 

 

G

SO far so good for me on the Q90T, I set the audio to passthrough and am using a Chromecast with google tv + Samsung os apps.

 

 

Airgetlam

Have you submitted a systems diagnostic, and contacted Sonos support?

Bruce
D
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Further update. SONOS support contacted me directly on the 15th Jan and installed a patch to resolve Samsungs out of compliance HDMI, which seems to have resolved the issue for me for my Sonos Arc and Samsung Q95T. Since then I’ve had no issues and not had to reboot once. They did advise it was a temporary patch while they work on a permanent fix, but so far it’s worked for me.

If anyone is still having problems I would recommend mentioning this patch to Sonos Support and see if they can get it to you.

C
Userlevel 1
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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?

Same, same. Waiting for a solution from either Samsung or Sonos. May not be a Sonos issue in the end, but the perception is out there that it might be Sonos’s problem.  Either way, when folks buy equipment like this it’s often at the same time—Sound/ AV and TV. They might be inclined to ditch the lot for a refund or return just the Sonos since they can do with just the TV audio if they’re really sick of the lack of support. 

M

Hi there,

Like many are asking in this thread, it becomes hard to troubleshoot when you have two products working, or in this case, failing hand in hand. Hopefully this post will shed a new light.

I stumbled here has I was Googling for QT90 brief sound cut. Although I own some Sonos products, I have not yet gotten a Sonos Arc because A) I just got the TV and B) The ARC is back-order. In fact, I was hoping to fix that problem by adding an ARC, looks like it won’t. Still, it is on my wish list of things to get. So what I’m saying is that I’m experiencing the 1 sec. sound cut using only the built-in speakers, thus removing the ARC, at least from that aspect of the problem.

So far, my Q90T only has a cable box connected to HDMI 1. I taught it might be that I was using an old 1.4 HDMI cable so I bought a 2.1, that I was planning to buy anyway for a PS5 (also back ordered). No change. Last week-end I streamed a movie using one of the built-in TV app, with no sound cut. As far as the cable box goes, it was working perfectly on an old 26” 720P TV days ago and for years on a 1080P projector.

It is a bit aggravating as a few weeks ago, my daughter bought a much less expensive Crystal 43” ($740) Samsung and we don’t have this sound cut with an identical cable box. Cable box that was from the start recognize as a Videotron device while I had to manually set mine on the Q90T 65” ($2,500) it just seems unable to read the manufacturer’s information from the device. This is something I would have totally missed-out if I had not set-up my daughter TV just before. It was a breeze. Found the box, identified the provider, set-up the remote with no intervention.

One last thing, when my daughter power on her TV while the source is HMDI 1, the cable box gets powered on by the HDMI communication. With my Q90T, it brings me to a screen, asking to Activate the port. It just does not seem to be able to work as seamlessly.

I’m highly disappointed to have pay bigger $$$ and have more issues. So to me, the problem is with Samsung Q series and the way they handle HDMI ports communication. Hopefully it is a firmware issue and not an hardware problem. The good new is that I was now thinking that my TV got damaged during Amazon shipment but now I see that I’m not the only one facing this problem.

Michel

106rallye
Userlevel 7
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@Slettec If you own a 2020 Samsung with  Connectbox you could apply to Sonos to install the software patch mentioned here: Sonos Arc Samsung Frame TV eARC not working | Sonos Community

B

I’ve had the same problem on a Q80T, with audio dipping for a second or two once every 15 mins or so with Atmos content.   I’ve done some experimenting and setting a 10ms audio delay in the audio settings seems (touch wood) to have resolved the issue.  The delay is so slight that it’s not noticeable, but it seems to give the TV time to do whatever processing it’s doing that I’m unable to switch off!

C

Similar setup and same issues. Really regretting my arc purchase with the lackluster help on this

E

I just returned my new Arc and reinstalled my old Playbar. Frequent random audio dropouts made the Arc unusable. Rebooting my connected TV (Samsung Q 90) resolved the issue temporarily until the next dropout. Five calls to Sonos tech support failed to resolve the issue. We tried every suggested fix I’ve read about in the forum but…. nada. I have numerous Sonos products and have been very satisfied until now but seeing all these postings for the same issue makes it obvious that the Arc is not ready for prime time. Besides, the audio from the Playbar is just as good for music and most types of programming. In fact, I think dialog may be even clearer with the Playbar. 

Airgetlam

It’s odd, I’ve had two Arcs since they were initially released, connected via ARC or eARC to a pair of Vizio TVs, although one is technically connected to a HD Fury Arcana, and have had zero issues with either one, since installation. The data feeds are XBoxes, DirecTV, and Apple TV devices. Wonder why mine have no issues, and you seem to have significant dropouts. 

Bruce
E

I have no idea but from all the similar postings I’m not the only one with the problem. My son has an ARC connected to an LG and has no issues. Maybe it’s a Samsung compatibility thing but I’m certainly not going to replace my TV just to use the ARC. Sonos support was unable to resolve it after 5 calls.

P
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Me he comunicado 4 veces con asistencia de SONOS, finalmente reconocieron que hay un error entre dispositivos SAMSUNG - SONOS, me dijeron que están trabajando en ello pero esta discusión tiene 3 años por lo que no se ha solucionado. Tengo el mismo problema de cortes de audio cada 15 minutos (tv samsung q70t-Sonos beam gen 2).
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