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Arc intermittently cuts out

  • September 8, 2024
  • 7 replies
  • 242 views
S

Hi all,

I’m wondering if anyone can help, I’ve tried restarting both the router, TV and Sonos system. Everything is hardwired with Ethernet connections.

The Arc keeps losing connection and then jumps to the TV sound system until it reconnects back again. It happens on normal TV and apple TV. So it doesn’t discriminate between the source. Happens maybe every 10-20mins of viewing, so fairly frustrating. 

We’re also having issues when streaming music, it basically stops to a huge stutter like a drum and base beat and the ends. 

It’s been absolutely fine for months and nothing has changed in terms of set up. Any tips, please? 

Best answer by Corry P

Hi @Sprecks 

Welcome to the Sonos Community!

Sorry to hear of this issue you are having with TV audio on your Arc.

Does the Arc show a flashing white light when the TV audio switches back to the TV’s own speakers. If so, I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

If, on the other hand, you do not see a flashing white light, then I recommend that you unplug your TV from power for at least a full minute, then try things out once more.

I hope this helps.

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7 replies

Airgetlam
  • Airgetlam
  • September 8, 2024

As a guess, based on your description, it may be overheating. Does the Arc have enough airflow around it?

I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

Bruce
S
  • Sprecks
  • Author
  • Contributor I
  • September 11, 2024

Thanks for the reply.

The Sonos is on a unit below the tv (plenty of air flow) as it’s not obstructed by anything.

I’ve tried restarting everything taking all the cables out and trying things this way.  No idea why it’s gone like this as everything has been fine. Any other suggestions?

press250
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  • press250
  • Prodigy III
  • September 11, 2024

Hi @Sprecks, I want to make sure that I understand what is going on. You are watching TV with audio playing through the Arc … after ~15 minutes the Arc cuts out and the audio switches to the speakers built into you TV … after some time audio switches back to the Arc … rinse and repeat. Is that correct?

Roughly how long does the audio play through your TV speakers before switching back to the Arc? I’m wondering if the Arc is rebooting every time this happens.

K
  • KellzWr8
  • Lyricist II
  • September 13, 2024

I’ve got the same issue.  It was working fine until recent updates.  My TV is a Sky Glass TV I have noticed the tv software has updated and currently testing the audio setting Passthrough.

Restarting TV or switching Sonos Boost networking hasn’t fixed this.  It impacts all apps and normal TV.

Will update if this fixes it re Passthrough.

Setup is Sonos Arc, Sub (2nd Gen) and 2 Sonos Ones.

 

 

Corry P
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  • Corry P
  • Sonos Staff
  • Answer
  • September 16, 2024

Hi @Sprecks 

Welcome to the Sonos Community!

Sorry to hear of this issue you are having with TV audio on your Arc.

Does the Arc show a flashing white light when the TV audio switches back to the TV’s own speakers. If so, I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

If, on the other hand, you do not see a flashing white light, then I recommend that you unplug your TV from power for at least a full minute, then try things out once more.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
Corry P
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  • Corry P
  • Sonos Staff
  • September 16, 2024

Hi ​​​@KellzWr8 

Welcome to the Community! Sorry to hear you are having issues too.

The network won’t affect TV audio, so I recommend that you stop troubleshooting anything network related.

If “restarting TV” didn’t involve unplugging the TV from power for a full minute, then I also recommend that you try this first.

If that does not help, I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
K
  • KellzWr8
  • Lyricist II
  • September 16, 2024

I’ve managed to resolve the issues it was partly the TV update but my Sonos setup somehow corrupted so I had to reset all speakers.  Start with Arc first, Sub then the 2 Sonos ones.

Truplay was temperamental initially as it didn’t activate after the tuning but once I toggled and set all settings it’s now working properly.

As a separate issue I had to reset my XBox 4K settings as it only detected 1080p.

Technology eh! :-). See how we get on from here.

Corry P
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