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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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Lyricist II
June 22, 2020

Update: I have been issue free for the past few days. I basically removed all other HDMI sources from the TV with only the ARC connected to HDMI 3 (eARC). Been watching the onboard Netlfix, digital TV, youtube videos and streaming spotify. I believe the cause stems from the CEC functionality as mentioned by @John G. Hope Sony will be able to release an update to patch this up.

    ian101181
    Trending Lyricist I
    June 22, 2020

    seems to be some conflicting issue with the native sony netflix app. the arc is the only thing wired to my tv and netflix is the only app that does this. there is no settings that i can find to change on it. the formats so far that i have noticed is atmos, uhd 4k with 5.1 and ill test more formats today if i get a chance.

    Reactivate
    Lyricist II
    June 22, 2020

    Spoke too soon…. was watching Punisher (Dolby Vision / Dobly Atmos) on the native Netflix app on the Sony X950 and the sound suddenly cut off. I quickly submitted a diagnostic report too 1135935625.Streaming Spotify works fine but there is no sound from Netflix / Digital TV and other native movie apps. I’ve attached the TV Audio Output settings for comparison. Would be great if someone from the Sonos team can assist with this. Thanks!

     

      ian101181
      Trending Lyricist I
      June 25, 2020

      still no update on this? tried all I can with settings to a point where I'm thinking about sending mine back. 

      ian101181
      Trending Lyricist I
      June 26, 2020

       

      niranjansAuthor
      Trending Lyricist I
      June 26, 2020

      still no update on this? tried all I can with settings to a point where I'm thinking about sending mine back. 

      Try switching your HDMI cable as I tried that and possibly could be something with the stock HDMI cables provided with Sonos arc , I will keep you posted if my changes HDMI also results in same issue . If it does then I am also seriously considering returning my arc .  

        ian101181
        Trending Lyricist I
        June 26, 2020

        still no update on this? tried all I can with settings to a point where I'm thinking about sending mine back. 

        Try switching your HDMI cable as I tried that and possibly could be something with the stock HDMI cables provided with Sonos arc , I will keep you posted if my changes HDMI also results in same issue . If it does then I am also seriously considering returning my arc .  

        I'll give it and post back here. as a last resort I might do a factory reset on the TV to make sure there's no issues since the android 9.0 update at the beginning of the year.

        niranjansAuthor
        Trending Lyricist I
        June 26, 2020

        still no update on this? tried all I can with settings to a point where I'm thinking about sending mine back. 

        Try switching your HDMI cable as I tried that and possibly could be something with the stock HDMI cables provided with Sonos arc , I will keep you posted if my changes HDMI also results in same issue . If it does then I am also seriously considering returning my arc .  

        I'll give it and post back here. as a last resort I might do a factory reset on the TV to make sure there's no issues since the android 9.0 update at the beginning of the year.

        Do let us know as I was suggested same steps to try switching cable and then reset . Hopefully it all works and I do not have to initiate a return.

          ian101181
          Trending Lyricist I
          June 27, 2020

          well I wouldn't bother with a factory reset. spent a few hours last night doing it B4 going to bed then stuck the TV on first thing this morning and no sound happening again within 20 mins. really close to giving up since there doesn't seem to be any support from sonos. 

          ian101181
          Trending Lyricist I
          June 27, 2020

          also it happened on TV and not Netflix first time it's done that.

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