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Arc Ultra TV handshake issues

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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 PAnswer

Sonos Staff

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

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dhpfergusonAuthor

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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!

Hi again,

It didn't work…

I tried the CEC less adapter with my HDMI cable but it made no difference. I purchased a 'super-high speed' HDMI cable just in case that was the issue but, no.

I'm not really sure where to go next with this, so any suggestions would be gratefully received!

Airgetlam

What did the Support person suggest?

Bruce

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dhpfergusonAuthor

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What did the Support person suggest?

Both of the support people I spoke to were very interested in the problem but in the end they were bemused by the issue and couldn't offer a fix.

I asked them about the CEC less adapter because I'd seen it mentioned elsewhere as a possible fix and they suggested I give it a try. No luck though

buzz

Grand Maestro

Have you tried the CEC blocker inserted into the AppleTV connection?

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dhpfergusonAuthor

Trending Lyricist I

Have you tried the CEC blocker inserted into the AppleTV connection?

There isn't a specific Apple TV connection- I get all apps and TV channels through the Virgin 360 box. And yes, I've tried it on that!

Airgetlam

I do see later on that you spent a couple of hours talking to someone. I’d certainly be tempted to refresh everything, by unplugging it all from the wall, the TV, the Sonos, the Apple TV. Wait at least two minutes before plugging it back in. Once all devices have rebooted, check them for updates, across the board.

There’s definitely something unusual going on, yours is the only report of this issue.

Bruce

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dhpfergusonAuthor

Trending Lyricist I

I do see later on that you spent a couple of hours talking to someone. I’d certainly be tempted to refresh everything, by unplugging it all from the wall, the TV, the Sonos, the Apple TV. Wait at least two minutes before plugging it back in. Once all devices have rebooted, check them for updates, across the board.

There’s definitely something unusual going on, yours is the only report of this issue.

Thanks. I've done this repeatedly! It doesn't help...

Airgetlam

Since Sonos has indicated they see nothing amiss in their diagnostics of the Arc Ultra, what did Sony’s support say, or for that matter, Apple’s?

I certainly don’t have this experience on either my LG or my Samsung, both using Apple TVs, although they’re both feeding Arcs, and not Arc Ultras…but It’s hard to imagine there’s much difference in that side of the software.

Bruce

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dhpfergusonAuthor

Trending Lyricist I

Since Sonos has indicated they see nothing amiss in their diagnostics of the Arc Ultra, what did Sony’s support say, or for that matter, Apple’s?

I certainly don’t have this experience on either my LG or my Samsung, both using Apple TVs, although they’re both feeding Arcs, and not Arc Ultras…but It’s hard to imagine there’s much difference in that side of the software.

I'm not sure why there's a focus on Apple TV? The issue happens on all apps and on 'normal' TV too- it happened between programmes on the same channel today (BBC1, changing to a Dolby Digital broadcast).

Apple TV is not a separate device for me- I get the app through Virgin Media.

I do appreciate you trying to be helpful but I'm beginning to think it's not fixable...

Airgetlam

Sonos only plays what it is handed by the TV.

If the TV isn’t getting data from Apple, the TV can’t hand that data on to Sonos.

So, the way I see it, the data is being interrupted, either by the CEC component in the TV, or the data being passed to the TV by the Apple TV. I’m not sure, mind you, I don’t have access to the same data that Sonos has, or frankly that you have, but if Sonos is claiming the Arc Ultra is operating properly, then that certainly suggests an upstream problem.

It’s up to you if you’re interested in chasing the issue, or are satisfied you’ve done all you’re willing to do to resolve it.

Bruce

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