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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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    mj_surette
    Lyricist II
    October 24, 2020

    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

    vanderrc
    Lyricist I
    October 25, 2020

    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. 

    WRM
    Lyricist III
    October 25, 2020

    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. 

    vanderrc
    Lyricist I
    October 25, 2020

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

    mj_surette
    Lyricist II
    October 26, 2020

    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/

    vanderrc
    Lyricist I
    October 26, 2020

    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.  

    Stillsimon
    Lyricist I
    November 9, 2020

    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?

    mj_surette
    Lyricist II
    November 9, 2020

    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. 

    Stillsimon
    Lyricist I
    November 9, 2020

    Sitting at 1402 at the moment...

    mj_surette
    Lyricist II
    November 9, 2020

    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.

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