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Question

Sonos Arc Ultra and Samsung TV - Dolby Atmos sound cutting out

Forum|Forum|1 year ago
November 5, 2024
54 replies
7319 views

Hello,

I had the same issue with my Sonos Arc. I thought it would be resolved with a new and pristine Sonos Arc Ultra. When gaming or watching uncompressed Dolby Atmos content, the sound cuts out for a split second every 20 minutes, almost on the minute. I have tried different HDMI 2.1 cables. Ultra High Speed cables. The sound is beautiful and flawless for 20 minutes at a time. So that’s about 3 moments of irritation every hour when gaming or watching movies.

Since the same issue has been here for 4 years, I’m starting to think it’s a Samsung issue. Is Sonos in contact with Samsung to resolve the issue together? I have tried about everything there is to try for the past 4 years. But I am open to suggestions.

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K

Kyokris

Lyricist II

I have the same issue as above, samsung tv, sonos ultra and sound drops for a split second every 20mins or so.

spent 40 mins on the phone with support today, tried power cycle, running diagnostics and no fix.
tired new hdmi cables, different ports, no solutions. its almost to the point im going to return the Sonos sound bar for a different brand. I didn't spent all this money just to have it not work.

I still have the same issue. It’s really a shame. I really like Sonos. But I also like Samsung tvs. Just a shame, they won’t work together for a fix. It’s either switch sound bar brand or tv brand and hope for the best.

I have run many diagnostics as well to no avail. Power cycle…. New hdmi cables.. different ports. Still sound drop out with Atmos content and random drop outs with other bitstream content. No problem with PCM, but I didn’t get a Sonos Arc Ultra for PCM with no Atmos.

I have been on the phone with Sonos twice both for 40mins sending Diagnostic data to them multiple times and at the end of the second phone call they told me to swap the sound bar over (as it’s only 1 week old)

did that yesterday and would you believe it, it solved NOTHING!
Still the same exact issue of the sound dropping out. I am going to spend the weekend on the phone now with Samsung because this is crazy.

if I can’t get an actual solution I will be returning the Sonos arc ultra for a refund

MoPac

Headliner III

Thanks for the warning. I will NOT buy a Samsung TV.

W

WolfyNZ

Lyricist I

I have the same issue as above, samsung tv, sonos ultra and sound drops for a split second every 20mins or so.

spent 40 mins on the phone with support today, tried power cycle, running diagnostics and no fix.
tired new hdmi cables, different ports, no solutions. its almost to the point im going to return the Sonos sound bar for a different brand. I didn't spent all this money just to have it not work.

I still have the same issue. It’s really a shame. I really like Sonos. But I also like Samsung tvs. Just a shame, they won’t work together for a fix. It’s either switch sound bar brand or tv brand and hope for the best.

I have run many diagnostics as well to no avail. Power cycle…. New hdmi cables.. different ports. Still sound drop out with Atmos content and random drop outs with other bitstream content. No problem with PCM, but I didn’t get a Sonos Arc Ultra for PCM with no Atmos.

I have been on the phone with Sonos twice both for 40mins sending Diagnostic data to them multiple times and at the end of the second phone call they told me to swap the sound bar over (as it’s only 1 week old)

did that yesterday and would you believe it, it solved NOTHING!
Still the same exact issue of the sound dropping out. I am going to spend the weekend on the phone now with Samsung because this is crazy.

if I can’t get an actual solution I will be returning the Sonos arc ultra for a refund

I get the same when using my PS5 plugged into a LG Oled. Have to unplug the hdmi cable to solve the problem. I don’t think this is a Samsung only problem.

G

GuitarSuperstar

Lead Maestro

I have the same issue as above, samsung tv, sonos ultra and sound drops for a split second every 20mins or so.

spent 40 mins on the phone with support today, tried power cycle, running diagnostics and no fix.
tired new hdmi cables, different ports, no solutions. its almost to the point im going to return the Sonos sound bar for a different brand. I didn't spent all this money just to have it not work.

I still have the same issue. It’s really a shame. I really like Sonos. But I also like Samsung tvs. Just a shame, they won’t work together for a fix. It’s either switch sound bar brand or tv brand and hope for the best.

I have run many diagnostics as well to no avail. Power cycle…. New hdmi cables.. different ports. Still sound drop out with Atmos content and random drop outs with other bitstream content. No problem with PCM, but I didn’t get a Sonos Arc Ultra for PCM with no Atmos.

I have been on the phone with Sonos twice both for 40mins sending Diagnostic data to them multiple times and at the end of the second phone call they told me to swap the sound bar over (as it’s only 1 week old)

did that yesterday and would you believe it, it solved NOTHING!
Still the same exact issue of the sound dropping out. I am going to spend the weekend on the phone now with Samsung because this is crazy.

if I can’t get an actual solution I will be returning the Sonos arc ultra for a refund

I get the same when using my PS5 plugged into a LG Oled. Have to unplug the hdmi cable to solve the problem. I don’t think this is a Samsung only problem.

Do you have the Digital Sound Output setting set to Auto or Pass Through?

"Receive with simplicity everything that happens to you." - Rashi

W

WolfyNZ

Lyricist I

I tried both. Same issue. It only happens occasionally though.

G

GtechNL

Lyricist III

Tried all above reactions with no luck..

I was so f tired of the sound cut I moved the old ARC back to my living room (where I have the Samsung tv and the new ARC ultra to gameroom where I have the LG tv.

Guess what, the sound is Christal clear now on both TV's...

Conclusion:

Samsung QN93 + ARC ultra = sound cut

Samsung QN93 + old ARC = no sound cut

LG OLED C16 + old ARC or ARC ultra = no sound cut

Sound from ARC ultra back to old ARC is really an downgrade but I'll take it any day over the sound cut for sure. For me it was sometimes even with 5 minutes of interval

I

Ian_44

Lyricist II

I have been having the same issue with my Sonos Beam and my Samsung TV for years and have tried every option under the sun to try and resolve but to no avail. I really don’t understand why Sonos aren’t taking this issue more seriously and providing a fix themselves or working together with Samsung to get a fix…either way we want a fix and not having to spend hours with Sonos support without a satisfactory resolution ! Alternatively Sonos should state that the product might not work properly with Samsung TV’s in all their marketing details ! Sonos doing nothing about this is a really poor response given how much the products cost !!!!

L

LuckyPenny

Lyricist II

Same exact issue with Arc Ultra and LG G4 using Apple TV. Pathetic that this is a long standing known issue and this company is dropping the ball. Own it and fix it Sonos!

G

GuitarSuperstar

Lead Maestro

Same exact issue with Arc Ultra and LG G4 using Apple TV. Pathetic that this is a long standing known issue and this company is dropping the ball. Own it and fix it Sonos!

Make sure the Digital Sound Output setting on the TV is set to Pass Through, not Auto.

"Receive with simplicity everything that happens to you." - Rashi

L

LuckyPenny

Lyricist II

On an LG G4 set to HDMI(ARC) output there is not a separate pass through option

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