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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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    Anonymous
    November 12, 2018
    Help Help Help .
    My Beam has just started with the Audio cutting out today, It is set up with hdmi-ARC on my Samsung TV . Audio output from the SKY Q box is set at Dolby Digital and I get audio cutting out. When I set the SKY Q box to NORMAL (audio) then the sound does NOT cut out but this just plays as STEREO.
    Sonos please come up with an answer that a lot of people seem to be having.

    Diagnostic report has been sent.: 132007896
    dank338
    Lyricist II
    November 12, 2018
    You should get in contact with sonos support.
    I contacted them through Facebook messenger (they were very helpful) and ended up getting my beam replaced as the diagnostics showed a lot of strange errors. Touch wood, the new one is working great.
      Anonymous
      November 12, 2018
      You should get in contact with sonos support.
      I contacted them through Facebook messenger (they were very helpful) and ended up getting my beam replaced as the diagnostics showed a lot of strange errors. Touch wood, the new one is working great.

      Thanks, good idea, Phoned support and after checking they got me to do a reset of wireless network, unplug Beam and then Tv and all now appears to be okay
        PFW
        Lyricist II
        November 16, 2018
        Just started having the same issue with my Samsung Series 8 TV. Been fine for several weeks, no changes and now sound keeps cutting out. How do you get s diagnostic number?
        PFW
        Lyricist II
        November 16, 2018
        Found it now; 796696374 HELP!!
        PFW
        Lyricist II
        November 16, 2018
        Followed advice from above that toekneem got. Should of known the way to fix any IT issues, ‘turn off, unplug, plugin, turn on’. Seems to have worked!
          Airgetlam
          Airgetlam
          November 16, 2018
          Laugh. Control-Alt-Delete works in any number of situations :)

          Glad you got it resolved.
          Bruce
          Phil15
          Lyricist I
          November 17, 2018
          Tried the “unplug everything” solution mentioned above and it did not work for me. We have the entire family coming into town this week for Thanksgiving. It’s going to be embarrassing watching football with the sound on my very expensive Sonos system constantly cutting in and out. Any help would be much appreciated.
          Diagnostic # 978590667
          Airgetlam
          Airgetlam
          November 18, 2018
          Since it's the weekend, support won't be in the forums to look at your diagnostic. I'd recommend touching base with the 24/7 support of Twitter. contact Sonos
          Bruce
          Phil15
          Lyricist I
          November 19, 2018
          Update: Tried a ‘hard reset’ by holding the power button on the back of the Beam for like 30 seconds and it seems to be working again. So far no audio has cut out. The LED light on top of the Beam is now blinking red, white and green, but I could care less since the unit seems to be working properly. Keeping my fingers crossed!
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