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niranjans
Trending Lyricist I
June 17, 2020
Question

Sonos Arc | Sony eArc | Atmos

I noticed that playing Atmos content from Netflix , using native HDMI cable provided by Sonos , connected on eArc - stops audio while movie continues playing . Started noticing today as I am watching Atmos content continuously for about 2 hour ish. I am using Ethernet connected and do not have any other sonos product . Is this a software bug or some Audio signal getting lost after sometime , works after restarting the unit . Any thoughts from community ?

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niranjansAuthor
Trending Lyricist I
June 18, 2020

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!).

Hey Bruce,

I might be backward in understanding how I submit the system logs to Sonos as I faced the same issue today too , Could you or somebody from the forum let me know the steps ?

Airgetlam
Airgetlam
June 18, 2020

Here you go:

 

submit a system diagnostic

Bruce
    niranjansAuthor
    Trending Lyricist I
    June 20, 2020

    The issue occurred again and sent a diagnostic information as it was happening . Also had a chat with the bot and opened a case hopefully  the diagnostic info will help them narrow down the issue.

      ian101181
      Trending Lyricist I
      June 20, 2020

      I noticed that playing Atmos content from Netflix , using native HDMI cable provided by Sonos , connected on eArc - stops audio while movie continues playing . Started noticing today as I am watching Atmos content continuously for about 2 hour ish. I am using Ethernet connected and do not have any other sonos product . Is this a software bug or some Audio signal getting lost after sometime , works after restarting the unit . Any thoughts from community ?

      now that I've had a chance to use my new arc. it seems I to have this issue or similar. it can happen to me when switching Netflix content like from one film to another after an hour or 2 use. I need to reboot my system to get the audio back my TV is a Sony bravia kd-75xg8796. I'm keen to see what your diagnostic shows up.

        niranjansAuthor
        Trending Lyricist I
        June 20, 2020

        I noticed that playing Atmos content from Netflix , using native HDMI cable provided by Sonos , connected on eArc - stops audio while movie continues playing . Started noticing today as I am watching Atmos content continuously for about 2 hour ish. I am using Ethernet connected and do not have any other sonos product . Is this a software bug or some Audio signal getting lost after sometime , works after restarting the unit . Any thoughts from community ?

        now that I've had a chance to use my new arc. it seems I to have this issue or similar. it can happen to me when switching Netflix content like from one film to another after an hour or 2 use. I need to reboot my system to get the audio back my TV is a Sony bravia kd-75xg8796. I'm keen to see what your diagnostic shows up.

        Its exactly same scenario as you have highlighted here .

        niranjansAuthor
        Trending Lyricist I
        June 20, 2020

        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 am having the exact same issue too while watching Netflix and i have submitted diagnostic but waiting to hear from Sonos support.

          ian101181
          Trending Lyricist I
          June 20, 2020

          yeah only difference is I'm connected to WiFi 

          niranjansAuthor
          Trending Lyricist I
          June 20, 2020

          After a lot more hours of playing different audio format , it appears to be occurring primarily only on Atmos and hence makes me believe to be possibly software issue from Sonos end hopefully it gets fixed in Softwareupdate .

          Anonymous
          June 21, 2020

          @niranjans Sorry for the slow reply and thank you for bringing your questions to us here. I would recommend that you continue troubleshooting with our agents in your email case, but your diagnostic report is showing an issue with your TV’s CEC functionality. The simple things need to be confirmed. Does the issue also happen with a streaming music service. If no, then you will need to confirm your TV audio settings using the TV manual or contacting your TV maker. You also mention this is with Netflix. What is the audio format of that movie or show? Also, is there a setting that can be adjusted from Netflix playing the content? After we can eliminate the audio source or TV settings as not the issue we can quickly test another source with the HDMI Arc cable to eliminate that as an issue. As Bruce mentioned earlier, power re-boot the TV and Arc from an outlet off/on for 15 seconds, reconnect the HDMI Arc cable and then test the Arc as the only thing wired to the TV and re-test.

          We would need confirmation of the testing results along with an updated diagnostic report number while the audio source is playing.

            Lockstock43
            Contributor I
            June 22, 2020

            Wish I found this before posting my on thread. 
             

            I’m having the same issue. Using a Sony A8H. Tried various solutions. Always the same result. It’s only with Netflix. Prime, Cable, Music (Spotify, Amazon, Apple), various apps all work fine. It’s only with Netflix. If I change sources and come back to Netflix it would work for a bit again. But it’s very random when the sound disappears. It has to be the way Sonos works with Netflix. Btw i am using the native Netflix app from the tv. 
             

            Has anyone tried using Netflix on an Apple TV or similar?
             

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