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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?
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    100 replies

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    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.

    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.

    Please send me a direct message with your case details so I can review your case.
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    mpgaertnerAuthor
    Contributor I
    August 2, 2018
    Diagnostic # 102792898

    Happening consistently since I posted the original thread.
    mpgaertnerAuthor
    Contributor I
    August 2, 2018
    And to answer ahead of time, have all of my HDMI devices connected directly to the TV with ARC out to Beam. 2016 VIZIO P-Series.
    greeno2001
    Lyricist I
    August 6, 2018
    Any update on this? Experiencing the same problem.
    Jeff S
    Jeff S
    Retired Sonos Staff
    August 6, 2018
    And to answer ahead of time, have all of my HDMI devices connected directly to the TV with ARC out to Beam. 2016 VIZIO P-Series.

    Your diagnostic report doesn't show much on the Sonos side of things. Can you try bypassing the TV and see if you get audio drops from direct sources? You might also test with a different HDMI cable.
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    Jeff S
    Jeff S
    Retired Sonos Staff
    August 6, 2018
    Any update on this? Experiencing the same problem.

    Hi there,

    Can you submit a diagnostic report after you hear the issue? Reply with the confirmation number and your TV's make and model, and I'll take a look.
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    Redley93
    Lyricist I
    August 12, 2018
    2105788528

    This is happening to me too.
    jondukin
    Lyricist I
    August 15, 2018
    Same for me on Samsung TV. 819419710
    Jeff S
    Jeff S
    Retired Sonos Staff
    August 15, 2018
    2105788528

    This is happening to me too.

    Hi there,

    I see that your speakers are losing connection to your network frequently. This could cause audio interruptions, though it shouldn't affect TV audio. There are a few wireless networks in close range running on the same wireless channel as your own. Please try changing your router's wireless channel to 11 and see if things improve.
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    Jeff S
    Jeff S
    Retired Sonos Staff
    August 15, 2018
    Same for me on Samsung TV. 819419710

    Hi there,

    Please try unplugging any other HDMI devices you may have connected to your TV, then test our the Beam. Do you still get audio interruptions? If not, try reattaching the other HDMI devices one by one. If you're still getting audio interruptions it would be best to reach out to our phone team who can pick things up from here. You can find our phone number and hours here.
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