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ARC Momentary Volume Reduction Issue

  • 5 September 2024
  • 1 reply
  • 32 views

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!

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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