Television Audio on new Sonos Beam Cuts Out Periodically

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100 replies

Ken_Griffiths
Thanks, wish I’d known that yesterday :)
Ah, no worries, just wish we could have helped you out earlier.

We all probably go though these learning curves to get the experience, but I think if you reach a stage, where you think a Sonos device needs to be reset, then it pays to pop online here and mention it, as someone might have a 'time-saving' suggestion.

Anyhow glad your now have things sorted. 🙂
J
Diagnostic: 461426374
G

Same problem here, just submitted the diagnostics

1054541624

hope you guys can help

TV Oled B8 connected to the beam on arc 

Ken_Griffiths

Same problem here, just submitted the diagnostics

1054541624

hope you guys can help

TV Oled B8 connected to the beam on arc 

Set all the TV’s connected HDMI devices to play DD 5.1  AND set the Port you have the Beam connected to, to pass-through the audio instead of ‘auto’. See if that fixes it for you.

P
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.
R
same problem - Beam/Samsung TV sound cutting in and out
R
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!
T
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
Userlevel 7
Badge +20
Hi folks,

Please submit a diagnostic report after you hear audio cutting out, then reply here with the confirmation numbers.
T
1372957561
C
Same problem for me. Beam sound cuts out intermittently on Samsung TV.

Diagnostic number is: 1556869987

I HAVE A VIDEO OF THE PROBLEM OCCURRING IF THAT WOULD HELP.

please help!

thanks
T
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
Userlevel 7
Badge +20
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.
T
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.
Jeff S
Userlevel 7
Badge +20
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.
M
Userlevel 1
Diagnostic # 102792898

Happening consistently since I posted the original thread.
M
Userlevel 1
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.
G
Any update on this? Experiencing the same problem.
Jeff S
Userlevel 7
Badge +20
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.
Jeff S
Userlevel 7
Badge +20
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.
R
2105788528

This is happening to me too.
J
Same for me on Samsung TV. 819419710
Jeff S
Userlevel 7
Badge +20
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.
Jeff S
Userlevel 7
Badge +20
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.
M
Badge
1133480869

Having this issue with a Samsung tv, started about an hour ago.
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