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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

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DaveB801
Lyricist I
Jul 30, 2018 11:31 PM UTC
1679092931
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Jeff.P
Aug 8, 2018 10:45 PM UTC
Keith N. here is my diagnostics confirmation number 1154781231 please advise, can not enjoy watching TV with the Beam, need to make a decision ASAP before I can no longer return the item. thank you.
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yaqop
yaqop
Lyricist I
Aug 12, 2018 9:57 AM UTC
Following this thread with interest. Bought a Beam, Sub and Onex2 last week and get the same problem here.
The problem occurs only when I watch TV. I disconnected everything but the Beam and the problem is still there.
Sound drops for a second and then returns, very annoying. The Beam is connected to a HDMI (ARC) at my Samsung (UE55KS8005T) TV and connected to the LAN with a network cable.
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castalla
Local Superstar
Sep 2, 2018 4:17 AM UTC
Sound drops briefly (millisecs) & randomly on Beam when playing catch-up streams via Amazon FireTV . ARC on Samsung M series TV.

Diagnostic number: 660464983
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It's the courageous bee's knees - all 6 🐝🐝🐝🐝🐝🐝. - - - - - Make Sonos Great Again - - - - -
castalla
Local Superstar
Sep 3, 2018 2:51 PM UTC
So, I see the forum is littered with innumerable diagnostics. So what happens to these, do they ever get acknowledged, answered, etc.?
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It's the courageous bee's knees - all 6 🐝🐝🐝🐝🐝🐝. - - - - - Make Sonos Great Again - - - - -
Airgetlam
Airgetlam
Sep 4, 2018 5:40 PM UTC
Usually, yes, especially if they're in a "new" topic, rather than appended to someone elses topic. But you can "push" the issue as well by getting in touch with Sonos' 24/7 support folks on either the Twitter or Facebook areas. See: contact Sonos
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Bruce
castalla
Local Superstar
Sep 4, 2018 5:48 PM UTC
Thanks. I refuse to use Twitter and Facebook - so I guess I'll have to open a new topic.
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It's the courageous bee's knees - all 6 🐝🐝🐝🐝🐝🐝. - - - - - Make Sonos Great Again - - - - -
Airgetlam
Airgetlam
Sep 4, 2018 5:49 PM UTC
Heh. Completely understand, I'm much the same way. I've seen a few posts in the last several weeks from Sonos staff where they suggest a new topic, I'll look forward to seeing yours.
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Bruce
Ken_Griffiths
Ken_Griffiths
Sep 8, 2018 12:24 AM UTC
Sound drops briefly (millisecs) & randomly on Beam when playing catch-up streams via Amazon FireTV . ARC on Samsung M series TV.

Diagnostic number: 660464983

It will likely be intermittent wireless interference on your Beam from your other entirely separate router network as Keith from Sonos has indicated in the other thread you have created.

You will still be better off putting your devices on SonosNet linked off one router and operating them with one controller as mentioned previously in this much thread ...

https://en.community.sonos.com/what-to-get-228989/shambolic-frustrating-experience-attempting-to-purchase-from-sonos-shop-in-europe-6811600

If you don't follow the advice then you are likely to continue to get these network issues.
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Ken_Griffiths
Ken_Griffiths
Sep 8, 2018 12:40 AM UTC
Castalla,

I would also turn off HDMI-CEC too on your fire stick, as mentioned elsewhere on the forum.
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