Skip to main content
mpgaertner
Contributor I
July 23, 2018

Television Audio on new Sonos Beam Cuts Out Periodically

As it says in the title. Just replaced our Playbar with a Beam to get the Airplay 2 fun working. Sounds great EXCEPT, every few minutes the audio goes silent for a second or two. I've only tested it extensively with our Apple TV since it was installed yesterday. The source is coming from the direct HDMI in using an ARC output on my Vizio P-Series. Anybody else having this problem? Is it the Cable? A Codec? The Beam itself?
    This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

    100 replies

    pmkeitt
    Lyricist I
    July 28, 2018
    Experiencing the same problem. Sonos bean pluged into arc to Samsung tv. Apple TV 4K cuts audio for a second or 2 and the. Resumes.
    Robin Phipps
    Contributor I
    July 29, 2018
    same problem - Beam/Samsung TV sound cutting in and out
    RyanJCDaniel
    Lyricist II
    July 30, 2018
    same here, samsung TV with audi connected via optical-HDMI adaptor. Input is an Apple TV. Audio (on a sons one via airplay2) very quickly becomes delayed (out of sync) with respect to the TV video signal playing on the beam. If the beam is used via airplay 2 it also loses sync very quickly. It also seems to have intermittent silence gaps on any airply2 connected speaker....please help fix this!
    TwinCities
    Lyricist III
    July 31, 2018
    I started having this problem today with my Samsung TV playing discs on an Xbox one with the beam hooked up via HDMI-ARC. Sonos what is going on with all these problems and 0 fixes?!
    Jeff S
    Jeff S
    Retired Sonos Staff
    July 31, 2018
    Hi folks,

    Please submit a diagnostic report after you hear audio cutting out, then reply here with the confirmation numbers.
    Help others find useful content by clicking the like button and selecting the best answer to your question.
    TwinCities
    Lyricist III
    July 31, 2018
    1372957561
    Jeff S
    Jeff S
    Retired Sonos Staff
    July 31, 2018
    1372957561

    Thanks for sending in the report. It looks like the audio stream isn't getting to the Beam fast enough, leading to audio interruptions. Do you have your Xbox wired directly into your TV, or is it going through a switch of some sort? Also, is your TV's firmware up to date?
    Help others find useful content by clicking the like button and selecting the best answer to your question.
      TwinCities
      Lyricist III
      July 31, 2018
      1372957561

      Thanks for sending in the report. It looks like the audio stream isn't getting to the Beam fast enough, leading to audio interruptions. Do you have your Xbox wired directly into your TV, or is it going through a switch of some sort? Also, is your TV's firmware up to date?

      The Xbox is connected into hdmi port 1 into the tv and the sonos beam is connected to hdmi 4 (hdmi-arc). No switch. Firmware is up to date (software 1530)
      Jeff S
      Jeff S
      Retired Sonos Staff
      July 31, 2018
      1372957561

      Thanks for sending in the report. It looks like the audio stream isn't getting to the Beam fast enough, leading to audio interruptions. Do you have your Xbox wired directly into your TV, or is it going through a switch of some sort? Also, is your TV's firmware up to date?

      The Xbox is connected into hdmi port 1 into the tv and the sonos beam is connected to hdmi 4 (hdmi-arc). No switch. Firmware is up to date (software 1530)

      Thanks for checking. At this point I think it would be best to continue troubleshooting this live with our phone team. Please give us a call, our phone number and hours can be found here.
      Help others find useful content by clicking the like button and selecting the best answer to your question.
      TwinCities
      Lyricist III
      July 31, 2018
      1372957561

      Thanks for sending in the report. It looks like the audio stream isn't getting to the Beam fast enough, leading to audio interruptions. Do you have your Xbox wired directly into your TV, or is it going through a switch of some sort? Also, is your TV's firmware up to date?

      The Xbox is connected into hdmi port 1 into the tv and the sonos beam is connected to hdmi 4 (hdmi-arc). No switch. Firmware is up to date (software 1530)

      Thanks for checking. At this point I think it would be best to continue troubleshooting this live with our phone team. Please give us a call, our phone number and hours can be found here.

      I've already tried this route.

      after a 45 minute hold time on the phone, the support rep said to contact Samsung..

      Samsung said to contact Sonos.

      Fun times.
      Show more replies
      Terms & ConditionsAccessibility statement