Contributor I

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Arc keeps disconnecting from Samsung TV

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My Arc has been having issues with connecting to my Samsung TV. Prior to switching to the Samsung, I had a older Vizio. The connection issue happened with the Vizio as well. I would just unplug the HDMI and/or unplug the Arc and the audio would come back. That is not the case with the Samsung. The option for Home receiver Audio output on the TV goes away.

Also, I do use a Nvidia Shield for my content.

Is this a cable, TV, or Arc issue?

I have replaced the HDMI and seems to still happen.

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AirgetlamAnswer

Sure. After one of these disconnects, submit a system diagnostic 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 phone folks, they have tools at their disposal that will allow them to give you advice specific to your Sonos system and network.

Bruce

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H

Hembling

Lyricist II

I have the same problem. I found a thread on reddit which suggested that I hard reset the Samsung Frame 55 TV (2022) and then run the TV connection wizard on the Sonos app. I did this, and same deal - the TV won’t detect the Sonos Arc sound bar; it displays a screen saying “trying to identify device” and asks me to press down if it’s a PC.

I am using a high-quality HDMI cable but not the original because of how far I had to fish it through the wall to connect to the Samsung OneConnect box. I don’t think it’s the cable, because this worked flawlessly since I installed the TV originally (over a year ago) and only stopped connecting within the last 2 months. I think this is most likely a software issue caused by an update?

Any help would be appreciated. Super annoying when it worked perfectly since installing and now I have these issues when I changed *nothing*.

Ken_Griffiths

I have the same problem. I found a thread on reddit which suggested that I hard reset the Samsung Frame 55 TV (2022) and then run the TV connection wizard on the Sonos app. I did this, and same deal - the TV won’t detect the Sonos Arc sound bar; it displays a screen saying “trying to identify device” and asks me to press down if it’s a PC.

I am using a high-quality HDMI cable but not the original because of how far I had to fish it through the wall to connect to the Samsung OneConnect box. I don’t think it’s the cable, because this worked flawlessly since I installed the TV originally (over a year ago) and only stopped connecting within the last 2 months. I think this is most likely a software issue caused by an update?

Any help would be appreciated. Super annoying when it worked perfectly since installing and now I have these issues when I changed *nothing*.

Have you tried the suggestions in the thread, such as using HDMI-ARC in the TV sound-out settings, rather than HDMI-eARC, to see if that maybe resolves your dropout issue?

H

Hembling

Lyricist II

I have the same problem. I found a thread on reddit which suggested that I hard reset the Samsung Frame 55 TV (2022) and then run the TV connection wizard on the Sonos app. I did this, and same deal - the TV won’t detect the Sonos Arc sound bar; it displays a screen saying “trying to identify device” and asks me to press down if it’s a PC.

I am using a high-quality HDMI cable but not the original because of how far I had to fish it through the wall to connect to the Samsung OneConnect box. I don’t think it’s the cable, because this worked flawlessly since I installed the TV originally (over a year ago) and only stopped connecting within the last 2 months. I think this is most likely a software issue caused by an update?

Any help would be appreciated. Super annoying when it worked perfectly since installing and now I have these issues when I changed *nothing*.

Have you tried the suggestions in the thread, such as using HDMI-ARC in the TV sound-out settings, rather than HDMI-eARC, to see if that maybe resolves your dropout issue?

Hi Ken,

The settings I have available are HDMI-eARC “auto” or “off”. I have tried both with the same result (not recognizing Arc sound bar). I have even tried connecting the HDMI cable to a regular HDMI port on the OneConnect box (instead of the eARC port). Again, same result. It isn’t a dropout issue any more - it simply won’t connect. It started as a dropout issue which I resolved a few times by powering everything down and disconnecting, then reconnecting, but now it simply will not recognize the sound bar at all.

Ken_Griffiths

@Hembling,

I would perhaps power everything off for a minute or two and remove the HDMI cable from the TV Arc/eARC port and when all have powered back on, ensure AnyNet+ is enabled in the TV settings, then run the “TV Setup” in the Sonos App/Arc room settings and reconnect the HDMI cable to the TV Arc port when prompted to do that in the App and see if that resolves the issue.

H

Hembling

Lyricist II

@Hembling,

I would perhaps power everything off for a minute or two and remove the HDMI cable from the TV Arc/eARC port and when all have powered back on, ensure AnyNet+ is enabled in the TV settings, then run the “TV Setup” in the Sonos App/Arc room settings and reconnect the HDMI cable to the TV Arc port when prompted to do that in the App and see if that resolves the issue.

Hi Ken - I appreciate your continued help. Yup did that already… AnyNet+ is enabled and I even tried enabling the “input signal plus” on HDMI port 3 (the eARC port) to see if that would help. It didn’t.

Ken_Griffiths

@Hembling,

I would perhaps power everything off for a minute or two and remove the HDMI cable from the TV Arc/eARC port and when all have powered back on, ensure AnyNet+ is enabled in the TV settings, then run the “TV Setup” in the Sonos App/Arc room settings and reconnect the HDMI cable to the TV Arc port when prompted to do that in the App and see if that resolves the issue.

Hi Ken - I appreciate your continued help. Yup did that already… AnyNet+ is enabled and I even tried enabling the “input signal plus” on HDMI port 3 (the eARC port) to see if that would help. It didn’t.

So do you think it might be the Samsung TV, or the Sonos Arc, that’s the issue here? Are you in a position where you can perhaps ’easily’ try the Sonos Arc with another TV in your Home?

P

Patrick Turner

Trending Lyricist II

Same problem with Arc and Samsung QLED Q90AA 85” TV. I use a Roku ultra as the source for the TV. All new high quality HDMI cables from Roku to Samsung, and Samsung to Sonos Arc. Sonos Arc is connected through eArc.

We lose audio on the Sonos Arc periodically without warning. We were watching a series of clips in a row on YouTube tonight, and after a full clip, suddenly the next clip had no audio. Cannot be a different encoding type, since all the clips were from Saturday Night Live, and would have been encoded the same.

I unplugged and replugged the HDMI cable from Sonos Arc and then turned the TV off then on, and audio came back. The no audio problem happens periodically without explanation. This is maddening. My wife thinks I suck for paying for this expensive sound system. I submitted a diagnostic.

Please help.

Ken_Griffiths

Same problem with Arc and Samsung QLED Q90AA 85” TV. I use a Roku ultra as the source for the TV. All new high quality HDMI cables from Roku to Samsung, and Samsung to Sonos Arc. Sonos Arc is connected through eArc.

We lose audio on the Sonos Arc periodically without warning. We were watching a series of clips in a row on YouTube tonight, and after a full clip, suddenly the next clip had no audio. Cannot be a different encoding type, since all the clips were from Saturday Night Live, and would have been encoded the same.

I unplugged and replugged the HDMI cable from Sonos Arc and then turned the TV off then on, and audio came back. The no audio problem happens periodically without explanation. This is maddening. My wife thinks I suck for paying for this expensive sound system. I submitted a diagnostic.

Please help.

You likely need to speak to Sonos, or Samsung customer support… that’s if you haven’t done those things already, as this is mainly just a Sonos ‘user’ community with Sonos moderators, that may not always see every thread/post .. I can’t help with Samsung CS, but see below to perhaps speak to Sonos…

It’s usually best reproduce the reported issue and to immediately submit a Sonos system diagnostic report from within the Sonos App, note it’s reference and then contact/chat with Sonos Support Staff via this LINK and see what the Staff can perhaps suggest to resolve the matter. In some cases a video recording of the issue may sometimes assist too.

Hope that assists…

D

Daidalus

Lyricist III

Same problem, started at September, while it was working fine for 9 months, now it goes away when i unplug everything, but sooner or later it comes back… QN90B is the TV model

C

Chubbs

Lyricist I

What model Samsung TV do you have?

Try this:

Disconnect everything from your TV including the Arc and unplug the TV and Arc from power for a couple of minutes. Plug them both back in but keep them disconnected. Make sure Anynet+ is enabled in the TV settings. Run TV Setup under the Arc’s settings in the Sonos app and follow the app instructions. When the app instructs you to, connect the Arc to the TV’s HDMI ARC port using the Sonos-supplied HDMI cable. After the Arc has been successfully connected to the TV, connect the Nvidia Shield to the TV.

This worked. Had tried everything else including resetting the TV. I ran the TV set up, but didn’t power cycle!

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