Enthusiast II

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

98 replies
24094 views

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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G

garethtcollins

Lyricist III

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

saoulons

Lyricist I

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

dg53

Lyricist III

@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

jchooper12

Lyricist I

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

dazzin

Lyricist I

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.

Q

QuebecTech

Lyricist I

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.

D

dazzin

Lyricist I

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

gareyboosey

Lyricist I

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.

D

dg53

Lyricist III

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

Cosimo F

Lyricist III

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.

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