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gman27
Contributor I
September 5, 2024
Answered

ARC Momentary Volume Reduction Issue

Seems my ARC soundbar volume is dropping momentarily at random when playing audio via HDMI (Roku Ultra).

Curious if anyone else is experiencing similar behavior or has a fix / solution available?

Symptoms:

  • White status light on front of ARC soundbar shows  for ~1 to 2 secs before disappearing
  • Volume is only reduced to low and is not disabled entirely
  • Once white status light disappears, the volume returns back to normal

My first thought was the Sonos voice assistant was inadvertently enabled; however, I’ve noticed when enacting the voice assistant, there is usually verbal feedback plus the entire transaction usually takes at least ~5 seconds.

Troubleshooting Attempted:

  • Disabling Touch Controls via Sonos App to rule out phantom button presses (NO EFFECT)

Setup:

  • Roku Ultra connected via HDMI 1 to Sony TV
  • Sonos ARC connected via HDMI 2 (ARC) to Sony TV
  • ARC
    • Sonos Voice Assistant Enabled
    • Connected via Wi-Fi
    • Microphone Enabled

Thanks in advance!

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gman27Answer
Contributor I
September 7, 2024

Update to Original Post

After speaking with Tier 2 Support, I’ve been informed this is a noted hardware issue by the engineering team and likely requires a hardware replacement be issued. My unit was within the warranty timeframe; however it seemed as if they would have made an exception given the current state of affairs.

For reference, below are the temporary workarounds were suggested by Tier 2 support prior to the replacement option:

  • Disable Voice Assistant / Microphone via Sonos App
  • Disable Touch Control via Sonos App
  • Hardwire ARC via Ethernet (If possible)
  • Disconnect Rear Speaker (If applicable)

Will considered this a closed question based on this response!

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1 reply

gman27AuthorAnswer
Contributor I
September 7, 2024

Update to Original Post

After speaking with Tier 2 Support, I’ve been informed this is a noted hardware issue by the engineering team and likely requires a hardware replacement be issued. My unit was within the warranty timeframe; however it seemed as if they would have made an exception given the current state of affairs.

For reference, below are the temporary workarounds were suggested by Tier 2 support prior to the replacement option:

  • Disable Voice Assistant / Microphone via Sonos App
  • Disable Touch Control via Sonos App
  • Hardwire ARC via Ethernet (If possible)
  • Disconnect Rear Speaker (If applicable)

Will considered this a closed question based on this response!

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