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michael3345
Contributor I
Jul 18, 2018 1:29 AM UTC

Sonos Beam TV audio quality drops issue

Hi Sonos Team,

I have a Sonos Beam with 2 x Sonos Ones and I'm having an issue with sound quality from my TV while watching video. The bar is conected via HDMI 1 ARC and I'm using Apple TV 4th Gen with it. When I listen to music using Sonos App or Apple TV everything seems to be OK but when watching TV video (Hulu/Netflix/HBO/Amzon/Plex apps) on my Apple TV they are constant audio quality drops (less then 1s) on all Sonos speakers that are happening constantly every few minutes when playing back any video content.

The issues seems to be only related to any video content played through my TV. Even though I'm connected to the TV via HDMI I tried to different wifi channels and different Apple TV settings to no avail.

My TV is Samsung UN65HU8550 4K Ultra HD LED Smart 3D 65".

Please can you assist to troubleshoot. This is a very expensive setup and I can't really say I'm enjoying it as my previous Samsung wifi sound bar for $160 did a better job of playing TV without any quality drops.
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20 replies

Steveniffland
Lyricist III
Jul 19, 2018 8:09 PM UTC
I have the same issue. I used to connect my TV to a Play 5 using the headphone Jack. That caused drops when playing through other speakers. Sonos told me it was because I wasn’t using a proper connection with a Playbar. I am now bia a Beam and ARC HDMI and it is still happening. Very frustrating.

Sonos Team please advise?
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steveness242
Lyricist I
Jul 20, 2018 3:51 AM UTC
Hi same issue here sonos beam plus apple tv intermittent sound drop outs playing movies via plex
Any solution appreciated
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Keith N
Keith N
Sonos Staff
Jul 20, 2018 7:25 AM UTC
Hello everyone. Thanks for posting and welcome to the Community. Typically, audio dropouts are due to problems like latency on the network or interference. Let's take a closer look and see I can advise on some next steps. Please replicate the problem and submit a diagnostic report. Be sure to reply here with the confirmation number and I will be happy to follow up.
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Irmamusic
Lyricist II
Jul 20, 2018 6:37 PM UTC
Having the similar problems with the Beam. White light starts flashing and sound goes though the LG tv is running ok through Amazon Firstick
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Markitos
Avid Contributor I
Jul 20, 2018 6:50 PM UTC
Having the same issue with the drops out, my issues are with playing music over airplay 2 ,
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Jeff.P
Jul 20, 2018 10:01 PM UTC
I am also having issues with sound dropping out every few seconds, very frustrating. tried changing the source but both Tivo and Scientific Atlanta Cable box both drop sound when through Beam. Tried changing the HDMI Arc cable to the Optical, no difference.
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    ceisner
    Contributor I
    Jul 26, 2018 10:08 AM UTC
    If you have the Beam hooked up via HDMI (ARC) there should be no network or latency issues concerning the internal network. I have Comcast cable and the TV is hooked up via coaxial cable. The Beam intermittently drops sound while watching TV. I have no issues when streaming music over wifi. Please advise.
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    Jeff S
    Jeff S
    Retired Sonos Staff
    Jul 26, 2018 4:16 PM UTC
    If you have the Beam hooked up via HDMI (ARC) there should be no network or latency issues concerning the internal network. I have Comcast cable and the TV is hooked up via coaxial cable. The Beam intermittently drops sound while watching TV. I have no issues when streaming music over wifi. Please advise.

    Hi ceisner,

    Please send in a diagnostic report after you hear the audio issue. Then, reply with the confirmation number and I'll take a look for you.
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    DaveB801
    Lyricist I
    Jul 30, 2018 5:23 AM UTC
    Same setup as michael3345. Same issue (same results with optical and hdmi). Struggling to understand the price tag paid for a non functional product.
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    Jeff S
    Jeff S
    Retired Sonos Staff
    Jul 30, 2018 3:08 PM UTC
    Same setup as michael3345. Same issue (same results with optical and hdmi). Struggling to understand the price tag paid for a non functional product.

    Hi there,

    Please send in a diagnostic report and reply with the confirmation number, I'll take a look for you.
    Translate
    Help others find useful content by clicking the like button and selecting the best answer to your question.
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