Contributor I

Arc & Dolby Atmos

17 replies
695 views

It seems that a lot of Arc customers have problems with the Arc when you play Dolby Atmos contents. I am one of those.

I have tried all the twerks suggested by other customers in this Forum without success. I am aware that many had a replacement but in my case it was denied by the support team.

They are aware of the problem but they told me that from the diagnostic that I’ve sent the soundbar doesn’t have any software/hardware problem.

I was going to buy a couple of new Era 300 as Dolby Atmos surround compatible, but now I’m not that sure anymore considering the clicks and pops during the show or worse when it stops playing.

I’ve been very happy with Sonos through the years, but now I’m not that impressed.

Is there anyone with new twerks to try or how can I get a working Arc with Dolby Atmos?

Thanks anyway

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UKMedia

Can you please tell us what the Atmos source is and how the ARC, TV, and source are connected (Port types and cables)?

Remember: Sometimes Red Wine helps :)

M

Maurizio_4Author

Contributor I

Thank you BTW!

TV: SONY KD-85X85J on Android 10

Source: APPLE TV 4K on TVOS 17.0 (Disney+ and Prime App mostly)

HDMI cable 2.1 connected to HDMI 2

Arc is connected to HDMI 3 (eArc compatible)

M

Maurizio_4Author

Contributor I

😉

UKMedia

I can’t find anyway of confirming that HDMI 3 port on your TV is eARC compliant but I assume that you have checked this.

Can you please confirm that you changed the Settings>Display & Sound>Audio output>eARC mode>Auto Please confirm that you have selected Speakers and enabled the eARC

As per: https://helpguide.sony.net/tv/iaep1/v1/en/print.html

Remember: Sometimes Red Wine helps :)

M

Maurizio_4Author

Contributor I

A/V sync: Auto

eARC mode: Auto

Digital Audio Out: Auto 1

Dolby Digital Plus Output: Dolby Digital Plus

UKMedia

If you play a source that you know is Atmos, does it display Atmos in the Sonos App and your Sonos Arc selected?

Remember: Sometimes Red Wine helps :)

G

GuitarSuperstar

Lead Maestro

A/V sync: Auto

eARC mode: Auto

Digital Audio Out: Auto 1

Dolby Digital Plus Output: Dolby Digital Plus

Make sure Pass Through Mode is set to Auto too.

"Receive with simplicity everything that happens to you." - Rashi

M

Maurizio_4Author

Contributor I

Yes, instead when i play contents in Dolby Digital 5.1 or PCM stereo I have no problem at all. ONLY when I’m watching Dolby Atmos contents. There are clicks and pops until there’s a loud crack (usually when there’s a loud bang in the movie) another single pop and then total silence. After that I have to reboot the Arc to get working again. In this Forum many customers have reported the same issue as mine. I am aware that in some cases someone has suggested to turn down Dolby Atmos to solve the problem, but in my opinion this is not a solution. Like other customers I expect my purchase to perform at 100%! At Sonos they are aware of the issue but it seems that they can’t find a solution for the time being. That’s why some customers are getting a replacement.

M

Maurizio_4Author

Contributor I

@GuitarSuperstar

Yes I’ve checked and Pass Through Mode is set to Auto.

M

Maurizio_4Author

Contributor I

This is an example of a reply to an Xbox customer:

We are aware of this behaviour and are investigating it, but we do not have any additional information to share on a resolution at this time.

We are also aware of other manufacturer brands experiencing the same problem. Some users have reported it with in-built TV apps, so it is not limited to X-Box and Apple TV owners.

The issue only happens when playing Atmos content, so in the meantime, you can prevent this from happening by disabling Atmos audio on the TV or source device - not ideal, I know, but if it has happened to you before and you are concerned about it happening again, this step would prevent it.

I hope this helps.

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