Arc cutting out while watching TV

Ive replace 3 hdmi cables and they work for the first week or two then the same issue happens again

Hi @khaz22 and @ellsauto! Thanks for reaching out and nice that it’s working now with @khaz22. If you’ve done it several times and the same problem, may I ask what other devices connected at the back of your TV and also try different sources when playing on your TV? Submit a diagnostic of your system for further details of the system. Reply to us with the confirmation number, we’re here to help. Thanks! 

I have a 2019 samsung Qled Q90.  On the samsung qled models nothing plugs into the back of the tv.  Everything plugs into a remote box called (one connect).  I have the one connect installed in a closet 25’ away.  Ive replaced 3 hdmi cables thinking that was the issue.  All ranging from $100-$200 each!  Every time I thought one was bad I would spend more money on a better quality cable.  Last week I replaced it again and everything worked fine until yesterday.  I unplugged and plugged back in the hdmi from the arc and it would start working properly.  Today it became an issue again and this time when I unplugged it and plugged it back in the cut outs were still happening but not as frequent.  Finally after getting fed up I was starting to think it was an issue with the actual arc.  I googled the issue and obviously Im not the only one having this problem.  I checked the software and everything is up to date.  I then read someone unplugged the power cord from the arc and it took care of the issue.  Sure enough I unplugged it and its working….. For now!  Also when I play music through the app all speakers including the arc work and when I turn the sonos system off and use just the tv speakers everything works 100%.  Im upset because I waited months for this system and Ive spent over $400 in hdmi cables!  I now know its not an issue with the tv and the hdmi cables.  The only thing left is the arc.  Its starting to get old at this point and Im wishing I didn't purchase this system!

Please advise

-Keith

Hi @ellsauto, thanks for the details here. It would be best if we can try connecting it directly to your TV for testing purposes. It seems that the connection between the TV and ARC is unstable. We need to try it with different sources so we can isolate the issue. Just let us know. Thanks.

Hi Keith,  I’m also have the same issue with my Samsung ‘The Frame’ TV (Model: QN55LS03TAFXZA) that I just purchased.  The Sonos Arc worked perfectly for a week and then all of a sudden started cutting in/out every 2-3sec when plugged into the E-Arc hdmi port.  Just like you mentioned (and for Sonos specialist reference) -  there is no HDMI port directly on the TV (all inputs are housed on the Samsung One-Connect box that is connected to the TV through a single cable).  Music works flawlessly through the Arc, but I’m unable to watch TV with it.  I haven’t tried a new HDMI cable, but sounds like that workaround will only last so long. Do you think there’s a compatibility issue with the Arc and the One-connect box? If they don’t work together than I will need to look for an alternative to the arc.

Thanks,

Chris

Hi @Cberg007, thanks for reaching out. I’d suggest, try to connect the Sonos Arc directly to your TV first to observe the connection. Keep us posted here. Thanks! 

Hi Krishma. As previously stated, my model of Samsung TV (QN55LS03TAFXZA) which I installed brand new last week, does NOT have a direct connection to the back of the TV.  Per picture below, all cables including hdmi/arc need to be run through the black box (called the one-connect).  I have the Sonos Arc directly connected with the one-connect via the hdmi cable included in the Sonos box.  Will the Sonos Arc not work if connected to the one-connect?  It worked fine for approximately 1 week and now it constantly cuts in/out despite music streaming working fine. Thanks - Chris

Hi @Cberg007, thanks for your response and for the confirmation. We shouldn’t have any issues with Samsung One Connect so we need to isolate the issue first. Is there any way you can try a new HDMI cable, also an optical audio adapter for testing purposes. If there’s a way to connect it to another TV as well? We've received reports that when using certain Samsung TV's with Arc, that the Arc will loose its' ARC/eARC connectivity appearlingly for no particular reason. The Samsung TV stops responding to Arc CEC traffic until TV (or Arc) is rebooted. We need to find out if you’ve been affected as well. Let us know how it goes. We’re here to help. 

I was able to resolve with a new HDMI cable - Thank you!