Sound cutting in and out on Sonos Arc after playing Dolby Atmos content on Apple TV 4K

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110 replies

L
Userlevel 5
Badge +11

I just noticed they released an app update 12.2.2 yesterday and also a system update 12.2.2, has anyone had the chance to see if it fixes any audio issues?

It didn’t fix the issue. Brought support for adding a second sub. No update around this issue yet. Hopefully will be fixed soon. 

Thanks for checking. I thought it might fix it as I think they said December for a fix.

R

I just noticed they released an app update 12.2.2 yesterday and also a system update 12.2.2, has anyone had the chance to see if it fixes any audio issues?

It didn’t fix the issue. Brought support for adding a second sub. No update around this issue yet. Hopefully will be fixed soon. 

S

Having a similar issue. Trying to play other content then coming back works sometimes. Disappointed after just dropping so much for this setup. LG CX/ Apple TV 4K/ARC + SUB 3 + 2 One SL

L
Userlevel 5
Badge +11

I just noticed they released an app update 12.2.2 yesterday and also a system update 12.2.2, has anyone had the chance to see if it fixes any audio issues?

L
Userlevel 5
Badge +11

I

They replaced my arc as well. Didn’t fix the issue. They released a half baked product that is having issues with Atmos and the only option is to turn off eArc or don’t use atmos. Makes no sense. 

I requested an update today and here is the response. It’s purely comical.
 

There is no update to share at this time. As previously stated this will likely take some time and I will reach out if there are any updates available or things for us to try. Work is being done towards improvement with the Arc system but this is not a fast process. The offer is still open to return/buyback your 5.1 system if you would rather not wait for our developers to work this out.

Thank you,
Brandon G
Sonos Escalations Team

It is a bit comical isn't it, what gets me is the response from Sonos on the issues, they don’t keep us informed enough, every now and then it would be nice if they posted an update on the progress on these threads.

 

S

They replaced my arc as well. Didn’t fix the issue. They released a half baked product that is having issues with Atmos and the only option is to turn off eArc or don’t use atmos. Makes no sense. 

I requested an update today and here is the response. It’s purely comical.
 

There is no update to share at this time. As previously stated this will likely take some time and I will reach out if there are any updates available or things for us to try. Work is being done towards improvement with the Arc system but this is not a fast process. The offer is still open to return/buyback your 5.1 system if you would rather not wait for our developers to work this out.

Thank you,
Brandon G
Sonos Escalations Team

D

Same issue here with CX, Appletv 4K, and new arc arriving today. 

S

This has been replicated on my Sony A1E 65 and 55, LG GX77, LG 77G7, LG CX48. Without the Apple TV as well for the “audio in and out”.  The chirp from Atmos to non atmos only happens with eArc is on.  Sonos confirmed this is their issue. Like i said before this has been escalated all the way to Patrick Spence and confirmed it’s a Sonos issue and a fix is in the works. 

Additionally the only two TVs I have that support eArc are the GX and CX. 

S

This has been replicated on my Sony A1E 65 and 55, LG GX77, LG 77G7, LG CX48. Without the Apple TV as well for the “audio in and out”.  The chirp from Atmos to non atmos only happens with eArc is on.  Sonos confirmed this is their issue. Like i said before this has been escalated all the way to Patrick Spence and confirmed it’s a Sonos issue and a fix is in the works. 

J

FYI, this is definitely not a SONOS issue.  Unplugged the HDMI ARC to the Sonos and you’ll see the the LG tv does the same audio stuttering.  This is an LG tv and Apple TV issue.  It’s just that so many people have this LG CX, Apple TV and Sonos combo that people naturally blame the speaker system.

S

I’ve been dealing with this and Sonos for months. They’re only solution is to not use Atmos. I’ve even escalated to the executive leadership and they offered me a refund if I return it.  The reality is this product isn’t ready for prime time, it’s a shame too and certainly it not what I expected from Sonos. 

R

Great news! LG is working on a FIX for this issue:

“We are aware of a compatibility issue related to the Dolby ATMOS and Apple TV. We have a temporary workaround to have the sound work, while we work on developing the fix.

We will need to change a few settings for the workaround. On the LG TV go to:

-  Settings → Sound → Additional Settings → HDMI Input Audio Format → HDMI “PCM” Setting

On the Apple TV we will need to change the following:

-  Settings → Video and Audio → Audio Format → Dolby Atmos “Off” Setting

A fix for this issue should be out in December. Please stay tuned for updates.”

 

https://lgcommunity.us.com/discussion/14247/cx-atmos-audio-bug-with-apple-tv-4k

Massive thank you for sharing this great news! Looking forward to the update. 

G
Userlevel 1

Great news! LG is working on a FIX for this issue:

“We are aware of a compatibility issue related to the Dolby ATMOS and Apple TV. We have a temporary workaround to have the sound work, while we work on developing the fix.

We will need to change a few settings for the workaround. On the LG TV go to:

-  Settings → Sound → Additional Settings → HDMI Input Audio Format → HDMI “PCM” Setting

On the Apple TV we will need to change the following:

-  Settings → Video and Audio → Audio Format → Dolby Atmos “Off” Setting

A fix for this issue should be out in December. Please stay tuned for updates.”

 

https://lgcommunity.us.com/discussion/14247/cx-atmos-audio-bug-with-apple-tv-4k

B

Hi all, I came across this thread while googling the similar issue I have. The only difference being I do not have a Sonos soundbar. I have a Bang and Olufsen Soundstage. So, the issue lies either at Apple’s or LG’s end. So I recommend you email both and explain the issue. Just to add my LG CX is only new since Friday last, previously I had a LG E8 OLED which does not have earc and this issue didn’t occur. There was some slight screen change refresh going from say Disney back to the Apple TV4K main screen but no sound drop/cut.

S

i’m having the same issue. Really hoping it gets fixed soon.

B
Badge

I’m totally staggered by the lack of action on the part of the three parties to pull together and get this sorted out. 
 

LG GX 65 (tested with and without eARC)

AppleTV 4K (tested with TVOS 14 and 14.2)

Sonos Arc + SL + Sub
Brand new AudioQuest “Coffee” 8K compliant HDMI cabling

These are all supposed to be “premium” offerings, yet the issue has persisted ever since the Arc launch. 
 

Rebooting the TV, or the Arc usually resolves the issue. Rebooting the AppleTV does not always, unless you physically remove power. 
 

I also experience the Arc not waking up semi-regularly, have never been able to get surround sound from my Nintendo Switch Dock. Sonos, please get with LG and work this out, it’s awful for both your brands. 

S

Sound cutting in and out on my Sonos Arc after playing Dolby Atmos content on Apple TV 4K 

I’ve had my Sonos Arc and Sub Gen 3 for about two weeks now and I’m very satisfied with the sound quality, but I’m having some very annoying issues with audio cutting in and out… 
I have the latest LG OLED TV, a LG GX (same as the CX, just wall mounted). The only two boxes I have hooked up to my TV is an Apple TV 4K and a PS4 Pro, but I’m having sound issues on my Apple TV.
Before I explain the problem, yes, I’ve pretty much done all the troubleshooting I can do. Plug everything in and out, check that the cables is properly connected, updated everything, the Arc, TV and Apple TV, everything should be up to date as I’m writing this post. 

 

Okay, so here’s the issue, with a half ish solution. 

My issue: 
If I play any content that supports Dolby Atmos on iTunes, Apple TV+, Netflix etc. and try to play some music through the Apple Music app or watch any video on YouTube on my Apple TV after that, the audio cuts in and out every other second. This even happens after playing a Dolby Atmos movie on iTunes and when I go back to the movie menu, the audio starts to cut in and out. It doesn't help to turn the TV and Apple TV on and off and it doesn't help to just restart the Apple TV itself. 

 

The half ish solution:

The only fix that I found that worked, is to play a movie that is in 5.1 after playing Dolby Atmos supported content. If I do that and then go into Apple Music or YouTube, the audio is fine and it doesn't cut in and out every other second. 

 

The issue: 
So it seem like the Arc might have an issue going from Dolby Atmos straight over to stereo sound. But going from Dolby Atmos to 5.1 or from 5.1 to stereo works just fine.
It work perfectly the other way around, from stereo to 5.1 or Dolby Atmos. The only thing I hear then is a little loud zippering or buzzing sound, but I guess that’s just because the Arc is switching the sound receiving signal? If that zippering / buzzing sound shouldn't happen, let me know. 

 

The funny part: 

Here’s the the funny part though, if I play something in Dolby Atmos on my Apple TV and after that play a YouTube video on the built-in YouTube app on the TV, the audio is fine. Same if I AirPlay music to the Arc. So I’m a little unsure if there’s something that has to be fixed from Sonos’s end or Apple’s? 

I’m seeing a lot of people on here tags @Ryan A  and @Kyle A, so I’m gonna do that too, seeing as they come up with a lot of good answers. 

If anyone else has had similar issues, let me know.

Turn your tv on and off only way to reset sound that works for me every time 

H
Badge +1

Same issue, same setup:

LG CX 65 - eARC enabled

Apple TV 4K - HDMI 1

Arc - HDMI 2

Any sound format after playing an Atmos track skips in/out every half second.  Disabling Atmos on Apple TV seems to be the only “fix” at the moment 

This is definitely not how I expected to enjoy all 3 of these “premium” products

What’s strange is once the audio starts skipping, if I disconnect the Arc and just play sound through the LG speakers, the audio still skips.  To me that indicates the Apple TV is at least somewhat to blame?

That said, before I had the Arc the Apple TV and LG CX had no issues by themselves with all sound playback, including decoding Atmos.

Has anyone had better results with different streaming devices?

It is unlikely this is a Sonos issue and is most likely an Apple TV/LG CX issue. 
 

it also can be solved (IIRC) by turning off the tv and then turning it back on. Not the best solution but hopefully a software update is forthcoming from either LG or Apple. 

D
Badge

My config:

LG CX 65 - eARC enabled

Apple TV 4K - HDMI 1

Arc - HDMI 2

Exactly like Hamzah

Same issues like everyone else

Please Sonos sort this out !

D

Same issue, same setup:

LG CX 65 - eARC enabled

Apple TV 4K - HDMI 1

Arc - HDMI 2

Any sound format after playing an Atmos track skips in/out every half second.  Disabling Atmos on Apple TV seems to be the only “fix” at the moment 

This is definitely not how I expected to enjoy all 3 of these “premium” products

What’s strange is once the audio starts skipping, if I disconnect the Arc and just play sound through the LG speakers, the audio still skips.  To me that indicates the Apple TV is at least somewhat to blame?

That said, before I had the Arc the Apple TV and LG CX had no issues by themselves with all sound playback, including decoding Atmos.

Has anyone had better results with different streaming devices?

R

Same issue here as well, with Apple TV sound cutting in and out on Sonos Arc after playing atmos content. 

setup:

Apple TV 4K

LG CX

Sonos Arc + dual Five for surround

Disabling atmos on Apple TV is a workaround but really hoped that the audio signature changes would be handled ok after the LCPM update.

 

Sonos, this is a serieus and annoying issue, please assist in fixing this in a next release.

 

other than that, love the Arc, what a sound and what a ease of use.

 

 

S

Having the exact same issue. Noticed it today while testing the new LPCM functionality. Although it’s not related I think.  After playing Atmos content on Netflix on the Apple TV 4K. Switching to other content, not necessarily on Netflix, causes the sound to cut in and out constantly. Also sometimes experiencing the loud zippy sound sometimes. Mostly while starting some content. I found that changing the audio output on the Apple TV 4K to Dolby Digital, playing some content and changing it back to “Best available” fixes the issue. Until I play Atmos content again ofcourse.

Same with me as well. I have the latest update.

L
Userlevel 5
Badge +11

Having the exact same issue. Noticed it today while testing the new LPCM functionality. Although it’s not related I think.  After playing Atmos content on Netflix on the Apple TV 4K. Switching to other content, not necessarily on Netflix, causes the sound to cut in and out constantly. Also sometimes experiencing the loud zippy sound sometimes. Mostly while starting some content. I found that changing the audio output on the Apple TV 4K to Dolby Digital, playing some content and changing it back to “Best available” fixes the issue. Until I play Atmos content again ofcourse.

Exact same here, surely Sonos can replicate these issues and fix them.

W
Userlevel 4
Badge +4

Having the exact same issue. Noticed it today while testing the new LPCM functionality. Although it’s not related I think.  After playing Atmos content on Netflix on the Apple TV 4K. Switching to other content, not necessarily on Netflix, causes the sound to cut in and out constantly. Also sometimes experiencing the loud zippy sound sometimes. Mostly while starting some content. I found that changing the audio output on the Apple TV 4K to Dolby Digital, playing some content and changing it back to “Best available” fixes the issue. Until I play Atmos content again ofcourse.

J

Did the lastest software update from Sonos fix this? There was an update to support multi channel earc in these release notes. 

 

I’m away this weekend but will upgrade once I get back.

I’ve updated my sonos app to the latest version and the issue still occurs

I’m also still having all of the described issues after the LPCM update

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