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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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kdowling

This confusion is on Apple for naming everything Apple TV. The box, the app and the streaming service. The OP is using his Virgin Media box. It has an Apple TV app. His problem is audio interruption when changing between apps on that box. And when just changing regular TV channels on that box. Or, it seems, when a channel just changes audio format between programs.

Unfortunately, I don’t have a suggestion on what to try next. But I’m pretty sure the problem is between your TV and the Virgin Media box. I’ll add, it’s more than likely the Virgin Media box.

D

dhpfergusonAuthor

Trending Lyricist I

This confusion is on Apple for naming everything Apple TV. The box, the app and the streaming service. The OP is using his Virgin Media box. It has an Apple TV app. His problem is audio interruption when changing between apps on that box. And when just changing regular TV channels on that box. Or, it seems, when a channel just changes audio format between programs.

Unfortunately, I don’t have a suggestion on what to try next. But I’m pretty sure the problem is between your TV and the Virgin Media box. I’ll add, it’s more than likely the Virgin Media box.

Yes, you've got it! That's exactly right. But not a solution, unfortunately😂

Btw I'm not in any way trying to 'blame' Sonos- I mean the Arc Ultra is really excellent (when is working), but I have been using a Yamaha soundbar for many years on the same set-up with no issues at all. I feel like there must be an answer but I can't think what it might be…

Thanks anyway!

buzz

Grand Maestro

As a diagnostic have you tried restricting audio formats?

D

dhpfergusonAuthor

Trending Lyricist I

As a diagnostic have you tried restricting audio formats?

Well, it works fine if I set the TV to PCM if that's what you mean?

kdowling

In your Virgin Media 360 box, go to Audio & Video settings, Audio Output. Change it from Follow Content, to PCM 5.1 and see if that helps.

buzz

Grand Maestro

Keep working with audio formats. You may be able to find a workable combination. In any case please report.

D

dhpfergusonAuthor

Trending Lyricist I

In your Virgin Media 360 box, go to Audio & Video settings, Audio Output. Change it from Follow Content, to PCM 5.1 and see if that helps.

Actually, do you know what? That HAS helped. Seems to be working on all sources/channels/apps now! I've had a good flick around for 10 minutes now and I can't seem to catch it out. This is very good news.

I was told by the chatbot (or maybe an online expert) to put it in Follow Content so I hadn't tried changing that particular setting…

Thank you so much for taking the time to help me out- I really appreciate it!

kdowling

Essentially, that setting is telling the box to output all audio as PCM 5.1. Normally, the Follow Content setting is what you would want. But the box seems to have problems when changing audio formats to match the content, loosing the audio connection to the TV in the process. Just know that all audio from the box will be PCM 5.1 with that setting.

D

dhpfergusonAuthor

Trending Lyricist I

Essentially, that setting is telling the box to output all audio as PCM 5.1. Normally, the Follow Content setting is what you would want. But the box seems to have problem when changing audio formats to match the content, loosing the audio connection to the TV in the process. Just know that all audio from the box will be PCM 5.1 with that setting.

Yes, it's not ideal but probably better than the process I've been having to go through to get the sound back previously!

D

dhpfergusonAuthor

Trending Lyricist I

Essentially, that setting is telling the box to output all audio as PCM 5.1. Normally, the Follow Content setting is what you would want. But the box seems to have problems when changing audio formats to match the content, loosing the audio connection to the TV in the process. Just know that all audio from the box will be PCM 5.1 with that setting.

Ah, yes, so everything is just in Stereo now. I mean, it works, but not quite the full experience is it?!

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