Arc keeps disconnecting from Samsung TV

Slightly similar experience here, just got my Arc two weeks ago and has it hooked up to a Samsung The Frame 75, 2022. What happens in my case is that normally everything works as expected but every once in a while, switching between sources or jumping between TV channels, I will loose audio. 

The easy fix I have is to switch channel or jump back to the previous source and try again, then it normally works but it is still very annoying. Came from a Playbar connected optical and never had these issues... wierd... 

Have tried most settings but have not found a fix yet..

This ridiculous! we pay large amounts of money and Sonos and Samsung Support just point fingers at each other and the consumer ends up trying to resolve the issues and holding the bag full of problems with no real solutions from these tech giants who could care less, now that they have our money.  I’ve had similar issues with my new ARC and it will be going back if solutions are not brought forth by Sonos quickly!  The best solution I’ve found thus far has been from Guitar Superstar.  Well done friend! This has worked tonight, will see how long it stay stable! I hope, hope, hope! This seems to be a big problem with Samsung and Sonos not working with each other.  LG doesn’t appear to have as many issue that I’ve seen thus far.

Concur with ‘Lyricist I’ that ‘Guitar Superstar’ has best solution if not genius.

For me
(1) Unplug TV power from wall outlet
(2) Unplug HDMI cables from back of TV although prob just cable from Sonos would work
(3) Wait 10 minutes
(4) Plug TV back into wall outlet
(5) Turn on TV and check TV menu system settings that HDMI-CEC is turned on 
(6) Plug the HDMI cable from the Sonos to the back of the TV in port HDMI ARC
(7) Gloat to everyone it’s fixed (the soundbar started working normally for me)

In my case the TV menu calls CEC something like AnyNet+ (assumedly just to complicate the issue) and the HDMI port is called something like HDMI IN 2 ARC (apparently just to be confusing with CEC) (suspect that in both cases terminology used is likely only for the engineers bragging benefit, technically) 
The TV is a 2013 Samsung 60” Smart UN60F7100AF (nickname !*P.O.S*!)
The soundbar is a 2023 Sonos ARC model S19 (nickname Intimidator)

My guess is that some buffer on the Samsung is transiently naughty about sharing its toys. The problem is it takes about 6 months for it to give up working and stop taking advice from the soundbar.  Which is sufficient time to successfully forget how it was fixed last time. Contributing to the problem is the lack of any software or hardware fix and lack of logical manufacturing (Samsung) product support

The power cycle procedure above, from experience, will save hours of defeat going through each individual TV and smart phone app (Pixel 3a) menu option.  Additionally it will save putting new batteries in the remote, pairing remotes, in DirecTV talk ‘programming’ (audio) the remote and/or pairing of any kind the (all) remote controls, replacing the HDMI cables with the latest and greatest $version$, and buying needless CEC pin-less adapters. 

Most importantly it will alleviate symptoms of high blood pressure, foul language, and forsaking ever again to buy any offending manufacturers involved products.  It is preferable, if so able, to take a picture of where the port on the back of the TV is before-hand as afterwards the HDMI cable surely WILL fall somewhere to oblivion, all while on a 6 foot ladder, precariously balancing various excuses for light sources painfully in your stocking feet, and wiggling your over-sized hand far enough behind the wall mounted TV to pry out (unplug) what you might think the cable is.

Also of note the whole experience can be dramatically enhanced by putting a very large Christmas tree at or near where the ladder is strategically placed to access the back of the TV.  Advancing age and any health issues can also greatly contribute to (the lack of) enjoying the whole experience.

Repeated occurrences of the failure between the tv and soundbar to communicate should probably (A) become easier to fix with repetition (B) eventually go away when eventually replacing the devices entirely (C) or become a mute point with passing of age

Thank you for your support as they say

(side note - the use of the term ‘Smart’ to describe either a tv or phone should be taken jokingly and not in any way be taken seriously)

Nice write up! On point for sure! The real sad part about this is we should not even have to spend all of this time writing about or figure out what the manufacturer’s fail to do, but should be enjoying the products! But nooooooo! Instead they gloat about how great their products are filled with lies. This is a “Sonos” web site and I doubt anyone from Sonos ever gets involved!  

I do not understand why SONOS will not address this problem. Better yet fix it!

It may not even be a Sonos issue, the best they can do is work to find/fix it with Samsung who may not be all that motivated to fix something only impacting so few of their sales.

It certainly seems like if it were a Sonos issue, it would be impacting more TVs than just Samsung. I’d think you’d see complaints across the board, from every manufacturer of TVs that use CEC as a communication standard. 

Started having this problem in the last 90 days with the Samsung QN85QN90AAFXZA and a Sonos Arc.  Have followed the recommended fix several times.  It works for a while and then starts up again.  Real pain in the ass.  Eventually the sound just stops working and I have to reset.  It also messes up the sub.
 

Sonos has in my experience has been awful reacting to getting bugs fixed.  I own a lot of Sonos and have installed professionally.  They have had a number of issues that they took their time fixing.  The new app fixed a lot of problems.  Expediency addressing technical, engineering and software issues has been lacking in my experience.  For a $900 sound bar this should not be happening.

Especially hard for Sonos to ‘fix’ a Samsung bug. Sonos has occasionally made minor missteps, but since this bug doesn’t occur on any other manufacturers TVs, it makes it pretty clear which side the bug lies on. 

Also, looking back through the thread, at least one user fixed the issue by bypassing their Samsung TV, using the HDFury Arcana audio extractor, so that points to it being a TV pass-through issue. 

You only have to search online to see the Soundbar issues that Samsung have had with some models of their TV’s. Samsung tried a round of firmware fixes last September and some users are still complaining about some TV models - a fix for many complainants has been to switch off eARC and to just use the Soundbar with an ARC connection only instead, but that of course means no support for Multi-Channel LPCM audio / Dolby MAT (Atmos audio) .. so it means changing the Apple TV audio out, by setting the ‘Audio Format/Change Format’ to ‘ON’ and using DD+ (compressed audio) instead, at least until a fix is put in place. 

Seems ‘highly likely’ it’s a Samsung issue because other brands of Soundbar seem to be affected by this too.