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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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    dank338
    Lyricist II
    November 6, 2018
    Same thing happening with my beam. It also now decides to reboot itself every now and then
    Airgetlam
    Airgetlam
    November 7, 2018
    Next time this occurs, please submit a system diagnostic within 10 minutes , and either post the number of the diagnostic here, or contact Sonos to discuss it. There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.
    Bruce
    diggler93
    Contributor I
    November 7, 2018
    I have already done that. I’m told that all of a sudden my TVs optical output is passing corrupt data. Not buying it.
    Airgetlam
    Airgetlam
    November 7, 2018
    OK, then I'm curious as to what help you're expecting to get? The people who have access to the data that is being passed to their software has said one thing, you're saying you don't buy it. What's the next step? How can we help you further than what you've already been told?
    Bruce
    diggler93
    Contributor I
    November 7, 2018
    Let’s look at simple logic here. There are numerous people on this thread alone who have had a fully functional system they were happy with. No changes and then all of us have had our TVs suddenly put out distorted audio via different outputs to the beam. Now would it make more sense that multiple users with multiple TVs all have the same problem. Or would it make more sense that the only common piece of equipment amongst us all is having an issue is which is the beam.
    arthurpwiggle
    Lyricist III
    November 7, 2018
    Same problem. Diagnostic 640650872

    Does it on ARC and optical. Sounds does not cut out when using tv speakers.
    dank338
    Lyricist II
    November 7, 2018
    Lots of people having the same problem including myself. My beam has also started randomly rebooting itself.
    Could this be firmware related?
    Is there a way to revert back to the previous firmware?
    Stuart_W
    Stuart_W
    World-Class Superstar
    November 7, 2018
    Lots of people having the same problem including myself. My beam has also started randomly rebooting itself.
    Could this be firmware related?
    Is there a way to revert back to the previous firmware?

    There is no way to roll back the software/firmware. Next time this happens submit a diagnostic and post the number heere or contact Sonos dorectly with it
    Arc + Sub (Gen 1) + 2 x Play 1/ Stereo Play 3s/ Era 100 Stereo in Kitchen, One Stereo in Bedroom, Play 1 stereo pair in Study, Play 1in Bathroom, Sonos Move 2
      19dmb71
      Lyricist I
      November 11, 2018
      Hi, had my beam for 4 weeks and for the last week I'm having sound dropouts for split second all through the time the beam is on TV is Samsung. Have tried every sound setting on TV but no difference. Tried several HDMI cables through ARC. Help!!
      19dmb71
      Lyricist I
      November 11, 2018
      1942696379 Diagnostic number
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