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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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    kmills67
    Lyricist II
    November 23, 2018
    Same problem 858884960. Seems to be happening more and more.
    kmills67
    Lyricist II
    November 23, 2018
    This is really getting annoying for a $600 speaker. C'mon Sonos, quit making excuses and fix your product!
    jontywild
    Lyricist I
    November 24, 2018
    1871929366

    Me too, linked speakers cutting out when linked and playing tv.
    paulosoxo
    Contributor I
    November 30, 2018
    1094880827

    Doing it for me whilst watching Netflix via the inbuilt Netflix app on Sony Bravia.
    phzr
    Lyricist II
    December 3, 2018
    636909262

    I have the same problem and it drives me nuts! I’ve tried everything, but the sound keeps cutting out every few minutes... especially when watching Netflix.

    My setup:
    - LG55LM760S
    - Sonos Beam (hdmi and ethernet)
    - Sonos Sub
    - Sonos Play:1 (wifi, used in the kitchen)
    - Sony Playstation 4 (hdmi and ethernet)

    And that’s all, I’ve unplugged everything else.

    The beam is connected to the TV with the supplied hdmi cable. The PS4 is also connected with a hdmi cable and the sound is set to: Dolby 5.1 (Bitstream). Beam and PS4 are wired so that rules out wifi problems.

    I found out that the cutting out only happens when I set the sound to 5.1. When I use PCM I have no problems with the sound. But ofcourse, that’s not wat I want, 5.1 sounds (way) better.

    It would be great if someone would take a look at my diagnostic report!
    phzr
    Lyricist II
    December 6, 2018
    636909262

    I have the same problem and it drives me nuts! I’ve tried everything, but the sound keeps cutting out every few minutes... especially when watching Netflix.

    My setup:
    - LG55LM760S
    - Sonos Beam (hdmi and ethernet)
    - Sonos Sub
    - Sonos Play:1 (wifi, used in the kitchen)
    - Sony Playstation 4 (hdmi and ethernet)

    And that’s all, I’ve unplugged everything else.

    The beam is connected to the TV with the supplied hdmi cable. The PS4 is also connected with a hdmi cable and the sound is set to: Dolby 5.1 (Bitstream). Beam and PS4 are wired so that rules out wifi problems.

    I found out that the cutting out only happens when I set the sound to 5.1. When I use PCM I have no problems with the sound. But ofcourse, that’s not wat I want, 5.1 sounds (way) better.

    It would be great if someone would take a look at my diagnostic report!

    I contacted the (Dutch) Sonos support team and I think we found the problem!

    Turned out it was a faulty hdmi cable from the PS4 to the TV. Swaped it and had no problems since... 🙂
      TrueCrashB
      Contributor I
      December 17, 2018
      Bought brand new last month a set with 1x beam, 2x play 1, 1x sub. Sound streaming works perfectly. When watching tv cut outs comming all few minutes. the cut outs last 1 to 2 seconds, sometimes longer. Sometimes it isnt working from starting watching tv. after restart the tv i will work.
      Sent diagnostic report #1119422258
      tdawg
      Lyricist I
      December 18, 2018
      Had the same problem with cutting out sound every minute or so. LG55C8 OLED with Apple tv 4k to HDMI1 and Sonos Beam to HDMI2 ARC. Tried every setting on Apple TV for audio same issue. Switch to using the built in apps on the TV as this would default to only the HDMI2 ARC connection to the BEAM with the HDMI cable that came in the BEAM box. Still cutting out.

      Bought 2 high speed 4k HDMI cables on Amazon and replaced both, problem solved. No drops for 2 weeks now. Cheers
      jjvanagg
      Lyricist I
      December 21, 2018
      Diagnostic number 68780425. Thank you.
      StaffanSchroder
      Lyricist I
      December 21, 2018
      Diagnostic number 179289380.
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