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lowebeats
Contributor I
December 13, 2023
Answered

Arc not connecting to Apple TV all of a sudden

My Arc has been working fine with my Apple TV for a while. But yesterday it suddenly doesn’t “turn on” with the Apple TV, and is not recognizing sound. It does work fine with my TV directly, and if I restart the Apple TV or the Arc, it works but not when I first turn on the TV / Apple TV when it’s been off for a while. 

Both Sonos and Apple TV had updates so I imagine it’s related to one of those, most likely the Apple TV because that’s the only hardware with the issue but all the settings on the Apple TV and the TV are the same. Curious what the issue could be so I don’t have to turn it on and immediately restart to get Sonos to “recognize” it.

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    Corry P
    Corry PAnswer
    Sonos Staff
    December 14, 2023

    Hi @lowebeats 

    Welcome to the Sonos Community!

    It sounds like there might be a HDMI-CEC conflict on your TV’s CEC network. 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, though I recommend you try to recreate the issue first and submit a support diagnostic while no audio is coming from your Arc while it should.

    It is possible that you might be able to fix the issue (temporarily) by selecting ARC output rather than TV speakers in the TV’s audio output settings, rather than by rebooting devices.

    Rebooting the TV by unplugging it from power for at least 2 minutes may resolve the issue long-term.

    I hope this helps.

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
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    6 replies

    Corry P
    Corry PAnswer
    Sonos Staff
    December 14, 2023

    Hi @lowebeats 

    Welcome to the Sonos Community!

    It sounds like there might be a HDMI-CEC conflict on your TV’s CEC network. 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, though I recommend you try to recreate the issue first and submit a support diagnostic while no audio is coming from your Arc while it should.

    It is possible that you might be able to fix the issue (temporarily) by selecting ARC output rather than TV speakers in the TV’s audio output settings, rather than by rebooting devices.

    Rebooting the TV by unplugging it from power for at least 2 minutes may resolve the issue long-term.

    I hope this helps.

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
    lowebeatsAuthor
    Contributor I
    December 19, 2023

    Thanks. I rebooted equipment and that resolved it but suddenly today the arc dropped out in the middle of watching something. Restarting the Apple TV fixed it but it’s happened multiple times. 
     

    somebody was playing music on another speaker but not the Arc. 

    Stanley_4
    Stanley_4
    Grand Maestro
    December 19, 2023

    You might look at assigning static/reserved IP addresses to your Sonos from your router’s DHCP Settings page. If it is an addressing issue that and a Sonos/router reboot should end it.

    Graham_29
    Contributor I
    December 20, 2023

    Me too. The Apple TV crashes the ARC HDMI and it cannot see the TV until the Apple TV is unplugged. It works as normal for none HDMI sources. Tried several HDMI cables, but the issue persists. Its probably the latest update from Sonos or Apple causing the issue.

    I have no resolution at this time.

      Airgetlam
      Airgetlam
      December 20, 2023

      What happened when you submitted a diagnostic to Sonos after experiencing this, and called them?

      Bruce
      lowebeatsAuthor
      Contributor I
      December 20, 2023

      What happened when you submitted a diagnostic to Sonos after experiencing this, and called them?

      I haven’t contacted them yet. It seems like it’s mostly working now.

      However, I have also noticed that lip sync is suddenly off sometimes. If I pause whatever I’m watching and unpause, it seems to get corrected. So I’m wondering if this may be an issue related to the recent Apple TV update not sending video/audio correctly. But Sonos also updated like the same day, so hard to know. 

      If these continue, I will be contacting support but the first time they just told me to do a hard reset on TV, Arc, Apple TV by unplugging them all and that seemed to work OK.

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