Sonos Arc | Sony eArc | Atmos

Hi guys,

I've just received my Arc and Gen 3 Sub on 10 June. Connected it to my Sony KD65X9500G and paired with 2 Play:1's as surround. Worked fine on day 1 but since then I've been experiencing daily issues with no sound output coming out from the system even though it was connected to the eARC on the Sony using the original HDMI cable supplied by SONOS.

With the native Netflix app playing the S2 app shows "silence" under "Audio In". At time I also do not get ATMOS in even though they system and TV is capable of it. The issue tends to be solved only when i do a hard reset on the Sony TV by switching off the mains and powering back on or going into the Sony TV settings and doing a restart from the TV’s menu function. There are also times when it's fine 5 minutes ago but after switching off the TV for around 10 mins and turning it back on from standby the problem comes back again. I see many other ARC owners experiencing audio issues with other eARC TV systems. I’ve not had any sound issues with my older system (Play Bar + Gen2 Sub + Play 1’s) on the same Sony TV.

Sony TV settings wise I’ve selected the following:

Speakers: Audio System

Audio System Prioritization: On

Home Theater Control: NA

Sound Mode Sync: On

A/V Sync: On

eARC: Auto

Digital Audio Out: Auto 1

Digital Audio Out Vol: Max

Dolby Digital Plus Output: Dolby Digital Plus

Pass Through Mode: Auto

Not sure why I’m having such issues but thanks in advance guys!

Have you tried disabling external sound in the TV audio menu...then re-enabling it. I own the X950G and have experienced this on a few occasions and this method has fixed the issue when it has happened. I notice it mainly with Netflix. Also have you updated the TV with the latest firmware….I used to experience it much more frequently but after the latest firmware it only happens very rarely now. I believe it’s a codec bug because it comes back immediately upon disabling/enabling the external sound. I am experiencing the issue with a different soundbar but plan on purchasing the ARC in the near future so it definitely isn’t just happening with the ARC.

Yup, I’ve done the external sound method. I’m on the latest TV firmware update. Still happened again today. Really hope Sony or Sonos will be able to come up with updates/solutions to sort this out. 

I haven’t noticed any “stoppage” of my Dolby Digital content on my Vizios, but I don’t have access Atmos content. 

I would recommend that you submit a system diagnostic within 10 minutes of losing audio, and contact Sonos Support to discuss it. If there’s an issue with the Arc, it should show up in that diagnostic. If it’s an issue in the TV or the source device, it won’t. 

I suggest the phone folks, they have more options available, and are available Monday through Friday during business hours. Twitter support folks are available 24/7.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

I will do that next time when this happens again , feel it’s got something to do between system going idle when Netflix is paused vs signals (cached) activated after resume . 

Could certainly be an issue, although with those conditions, I’d be more suspicious of an HDMI CEC handshake than I would be of the Sonos software. 

Thanks , that’s where I first checked to ensure I enabled Bravia synch and to my surprise it was automatically checked to be enabled . Will keep y’all posted when I find more details . 

Might be worth, while you’re waiting for it to occur, to try a simple reboot of your TV, by unplugging it from the wall for two minutes, then plugging it back in. Shoot, I’d be willing to suggest a check for a software update before doing the reboot sequence. 

There’s nothing like a control alt delete process to reset all random software issues :)

Will do !

Keep me posted. I’m always amused if I end up being correct :) Seriously, I like learning, and this does seem like a potential handshake issue, if it’s disconnecting while being paused. Normally speaking, that shouldn’t happen (as you’ve correctly sussed out!).