Skip to main content
khaz22
Avid Contributor III
June 12, 2020
Answered

Arc cutting out while watching TV

I am trying to figure out my mom’s new Arc, and why it would be cutting out while watching TV.  It is working fine while playing music, and two other Beam’s are working fine with their TV’s.  I have not hard wired the Arc yet, but will try that this morning.  

The Arc is located far enough away from the router that I do not think this could be a problem.  She has a Samsung Q7 TV which played very nice with the Beam before the Arc arrived.  

Any help would be appreciated. 

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.
khaz22Answer
Avid Contributor III
June 12, 2020

Was able to fix with new HDMI cable!

View in thread

21 replies

Show previous replies
Krishma M
Krishma M
Retired Sonos Staff
September 4, 2020

Hi @Cberg007, thanks for keeping us posted here and I’m glad that it’s working fine now. 

Please let us know if there’s anything else we can help you with. 

It is our pleasure. We and the community are always here to help.

Help others find useful content by clicking the like button and selecting the best answer to your question.
joshni21
Contributor I
September 7, 2020

@Krishma M 

Do you know if Sony TVs are affected by the "TV stops responding to Arc CEC traffic until TV (or Arc) is rebooted" issue? 

I am asking because, my 75 inch Sony X950G TV stops playing sounds every other day when connected to my new Sonos Arc. I've been trying to fix this issue for almost a month without any success. Sadly, I am almost at the point where I want to return the Arc. :(

Krishma M
Krishma M
Retired Sonos Staff
September 8, 2020

Hi @joshni21, thanks for reaching out and for bringing this up. We totally understand where you're coming from and as far as I know, we shouldn’t have any issues with Sony TV. You have nothing to worry about, I’ll be working with you to get this fixed. First, I need to know what are steps that you’ve done so far? Have you tested a different HDMI cable? Do you also have other devices physically connected to your TV aside from the Sonos Arc? Just let us know. We and the community are always here to help.

Help others find useful content by clicking the like button and selecting the best answer to your question.
joshni21
Contributor I
September 8, 2020

@Krishma M 

 

I was just on the phone with a rep that stated that Sonos and Sony are working on a patch that might fix this issue. But, there was no clear timeline on when it will be done or if its 100% confirmed. Anywho, there are no other device connected to my Sony TV. It just the TV and Sonos Arc.

 

Here’s a list of actions:

  • Restart Sonos by unplugging the power 
  • Reset Sonos via holding the pair button and plugging in the power at the same time
  • Delete the Sonos app and reinstall
  • Connect via Wifi only, connect via Ethernet only
  • Unplug power and let it set for 10 mins and replug
  • Reboot wifi routher
  • Change tv settings
  • Restart tv, factory reset tv
  • Check for TV and Sonos updates 
  • Submit several diagnostic # 
  • Chatted with Sonos repr online, forums and via phone
  • Change eArch capable HDMI
Krishma M
Krishma M
Retired Sonos Staff
September 11, 2020

Hi @joshni21, thanks for the detailed response and for keeping us posted here. Is it working fine when playing music using the Sonos app? I’m thinking if the issue is between the TV connections only that if you’ve tried a different HDMI cable and nothing else is connected to the TV, try to connect it to the standard HDMI port just to isolate if the problem is the HDMI ARC connections, also if you have another TV that you can try or the use the optical adapter. I know you wouldn’t get Dolby Atmos when using the optical adapter but this is just to isolate the problem. If you can also reply to us with the confirmation number of the diagnostic so we can further check on our end. If nothing works, try to check with Sony as well maybe they have other users having the same problem. 

Keep us posted here. We and the community are always here to help.

Help others find useful content by clicking the like button and selecting the best answer to your question.
Dogdad
Dogdad
Headliner III
September 20, 2020

Hi @joshni21, thanks for reaching out and for bringing this up. We totally understand where you're coming from and as far as I know, we shouldn’t have any issues with Sony TV. You have nothing to worry about, I’ll be working with you to get this fixed. First, I need to know what are steps that you’ve done so far? Have you tested a different HDMI cable? Do you also have other devices physically connected to your TV aside from the Sonos Arc? Just let us know. We and the community are always here to help.

Wow.. you state no issues with Sony tv’s.. really??!! Look at the different threads that are weeks old… several , including myself have stated the sound dropping from the ARC using Sony tv’s. When are your engineers going to come out with a statement saying they know about the problem, probably an ARC issue, and state they’re working on it. 

Krishma M
Krishma M
Retired Sonos Staff
September 20, 2020

Hi @Dogdad, thanks for reaching out here. Yes, after getting this kind of report, our engineers investigated and working to get the expected behavior with the Sonos Arc. Sorry for the inconvenience. Will surely let you know once we have an update. You may also try a different HDMI cable if that will work. Just let us know. We and the community are always here to help.

Help others find useful content by clicking the like button and selecting the best answer to your question.
Steviep000
Lyricist I
October 22, 2020

I’ve tried three different hdmi leads all of different quality and cost to no avail ! Still does the cutting out all the time not good I sick of it 🤬

Krishma M
Krishma M
Retired Sonos Staff
October 26, 2020

Hi @Steviep000, welcome to the Sonos Community, and thanks for letting us know here. We understand where you are coming from and our engineers are working on this to get this fixed. Let me share this thread with you. Hope this helps. We and the community are always here to help.

Help others find useful content by clicking the like button and selecting the best answer to your question.
One13
Contributor I
November 11, 2020

YET ANOTHER ARC DROPPING AUDIO FROM TV! 
After reading the threads regarding this and I have a Sony KD-55A85 and my Arc drops out every 5-10 minutes and sometimes I get 20-30 minutes and I have to switch everything on and off, absolutely ridiculous! I have rebooted and reset, and reverted to the optical adapter, but with that you can not sync to the tv remote and you don’t get Atmos. The Arc is my first Sonos product and even though it sounds fantastic, I would seriously have second thoughts on buying another Sonos product.  How can I have 1-2 months of no trouble working perfectly and then it just decides to drop out?  I’ve now been dealing with this for 2 days and I’m already extremely disappointed, so I can imagine those that have been dealing with it for longer must be at the end of their tether by now.  Come on Sonos, sort your **** out or sell your products for £200 and then I could understand the issues and it would serve myself right for purchasing cheap ****. Oh, but wait THIS IS NOT CHEAP ****! Sort it out or it will be going back for a full refund and bye bye Sonos 

Show more replies
Terms & ConditionsAccessibility statement