Skip to main content
dhpferguson
Trending Lyricist I
August 30, 2026
Answered

Arc Ultra TV handshake issues

The sound on my Arc Ultra persistently drops out when I change channel (eg from Apple TV back to a TV channel. Also changing between something playing in Dolby Digital Plus back to non-DDP).

I've tried all the suggested fixes that I can find both here and YouTube but it's still doing it. 

Does anybody have the magic fix? 

Arc Ultra/Sony 65xf8505 (ARC connection)/Virgin Media 360

Corry P
Corry PAnswer
Sonos Staff
September 4, 2026

Hi ​@dhpferguson 

Welcome to the Sonos Community!

I’m sorry to hear of this issue you are having with audio cutting out when you change input sources on your Sony TV. It sounds most annoying.

I had not heard of any known incompatibility issues regarding Sony TVs, so I did a search through my internal documentation on your TV model and found no mentions of it whatsoever. Thinking one of our support agents had made a mistake, I then looked for existing support cases under your Sonos account. I could only find two cases, however, neither of which got past the chat bot. If there was another case where you managed to speak to a person, could you please send the case number to me in a Direct Message (please don't post it here in a public area, thanks) and I’ll look to providing some feedback to the agent involved.

To be clear, there is no known compatibility issue with your Sony TV and Sonos soundbars.

If you did not manage to get to speak to a support agent, then I recommend you try to do so - some in-depth troubleshooting may be required, and that will involve asking the Arc Ultra what is going on via system diagnostics.

I hope this helps, and I look forward to being able to assist you further, if need be.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
View in thread

43 replies

Show previous replies
dhpfergusonAuthor
Trending Lyricist I
August 31, 2026

UPDATE:

After speaking to Sonos support, it would appear that it's a "known issue" between my specific TV and the Sonos soundbar- wish it was a known issue to me before investing...!

The only fix is to use PCM. Or buy a new TV.

Disappointing, I must say.

Thanks for your help all.

    106rallye
    106rallye
    August 31, 2026

    What make/type TV?

    dhpfergusonAuthor
    Trending Lyricist I
    August 31, 2026

    What make/type TV?

    Sony kd65xf8505

    Corry P
    Corry PAnswer
    Sonos Staff
    September 4, 2026

    Hi ​@dhpferguson 

    Welcome to the Sonos Community!

    I’m sorry to hear of this issue you are having with audio cutting out when you change input sources on your Sony TV. It sounds most annoying.

    I had not heard of any known incompatibility issues regarding Sony TVs, so I did a search through my internal documentation on your TV model and found no mentions of it whatsoever. Thinking one of our support agents had made a mistake, I then looked for existing support cases under your Sonos account. I could only find two cases, however, neither of which got past the chat bot. If there was another case where you managed to speak to a person, could you please send the case number to me in a Direct Message (please don't post it here in a public area, thanks) and I’ll look to providing some feedback to the agent involved.

    To be clear, there is no known compatibility issue with your Sony TV and Sonos soundbars.

    If you did not manage to get to speak to a support agent, then I recommend you try to do so - some in-depth troubleshooting may be required, and that will involve asking the Arc Ultra what is going on via system diagnostics.

    I hope this helps, and I look forward to being able to assist you further, if need be.

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
      dhpfergusonAuthor
      Trending Lyricist I
      September 7, 2026

      Thanks, I appreciate you taking the time to respond. 

      I haven't spoken to an actual person, no. The 'known issue' was stated by the chatbot the last time I contacted Sonos and I haven't tried again since it seemed like a problem I'd just have to live with. Leaving the setting in PCM isn't a great solution though, is it?!

      I'll have another go at speaking to someone...

        Stanley_4
        Stanley_4
        Grand Maestro
        September 7, 2026

        Get a human and if you don't get a good answer ask to be referred to a higher support level.

         

          dhpfergusonAuthor
          Trending Lyricist I
          September 9, 2026

          Hi ​@dhpferguson 

          Welcome to the Sonos Community!

          I’m sorry to hear of this issue you are having with audio cutting out when you change input sources on your Sony TV. It sounds most annoying.

          I had not heard of any known incompatibility issues regarding Sony TVs, so I did a search through my internal documentation on your TV model and found no mentions of it whatsoever. Thinking one of our support agents had made a mistake, I then looked for existing support cases under your Sonos account. I could only find two cases, however, neither of which got past the chat bot. If there was another case where you managed to speak to a person, could you please send the case number to me in a Direct Message (please don't post it here in a public area, thanks) and I’ll look to providing some feedback to the agent involved.

          To be clear, there is no known compatibility issue with your Sony TV and Sonos soundbars.

          If you did not manage to get to speak to a support agent, then I recommend you try to do so - some in-depth troubleshooting may be required, and that will involve asking the Arc Ultra what is going on via system diagnostics.

          I hope this helps, and I look forward to being able to assist you further, if need be.

          Spent 2 hours on the phone to a very pleasant Sonos agent today but still no resolution. He did a dive into the diagnostics and could clearly see the issue but unfortunately not how to fix it immediately.

          I've been told to try a HDMI CEC less adapter on my Virgin Media 360 box's connection to the TV; I'll buy one and give it a try...

            Corry P
            Corry P
            Sonos Staff
            September 10, 2026

            Hi ​@dhpferguson 

            That is a promising path - I wanted some diagnostics at least looked at before going down the path of spending money. Thankfully, those adaptors are really cheap!

            "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
              AnthonyGil
              Contributor I
              September 11, 2026

              What does a microwave have to do with a cable connection?

              Are you the victim of a hallucinating AI bot?

               

              On the wireless speakers!! 

              Stanley_4
              Stanley_4
              Grand Maestro
              September 11, 2026

              What does a microwave have to do with a cable connection?

              Are you the victim of a hallucinating AI bot?

               

              On the wireless speakers!! 

              No wireless involved in the post that was responding to, only a HDMI cable.

              Show more replies
              Terms & ConditionsAccessibility statement