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
Best answer by Corry P
Hi
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.
Same here I feel ripped off
I got a answer that it can be a microwave even dough I’m not using the microwave when it happens or phones or other blue tooth devices so that can be anything even the TV
YOU WOULD THINK THEY WOULD HAVE THOUGHT OF THAT.
What does a microwave have to do with a cable connection?
Are you the victim of a hallucinating AI bot?
I've tried all the suggested fixes that I can find both here and YouTube but it's still doing it.
If you have tried all the suggested fixes there is nothing more we users here can do.
Recreate the problem, submit a diagnostic and call Sonos support.
Try inserting a CEC Blocker into one of the HDMI connections. My bet is that the AppleTV thinks it’s in charge of everything. The CEC Blocker will interfere with some automation, such auto power-up and input selection, but it probably will tame the nonsense.
Try inserting a CEC Blocker into one of the HDMI connections. My bet is that the AppleTV thinks it’s in charge of everything. The CEC Blocker will interfere with some automation, such auto power-up and input selection, but it probably will tame the nonsense.
Thanks for your response- worth a try!
Saying that sound drops is very ambiguous.
Switching from AppleTV to a cable or broadcast TV will cause a momentary drop in audio. You are changing sources. The incoming signal has to be adjusted by your TV and then sent to the Sonos soundbar.
So are you saying that the audio drop continues after the switch and for how long?
I've tried all the suggested fixes that I can find both here and YouTube but it's still doing it.
If you have tried all the suggested fixes there is nothing more we users here can do.
Recreate the problem, submit a diagnostic and call Sonos support.
Thank you, very helpful
Saying that sound drops is very ambiguous.
Switching from AppleTV to a cable or broadcast TV will cause a momentary drop in audio. You are changing sources. The incoming signal has to be adjusted by your TV and then sent to the Sonos soundbar.
So are you saying that the audio drop continues after the switch and for how long?
Apologies for any ambiguity: the sound stops when I change channels. Tonight, after pausing a show (Apple TV) there was no sound after hitting play again.
When this occurs the sound doesn't return until I go back into the TV settings and confirm the audio source. Every time.
Any ideas?
That really sounds like a tv issue, not Sonos. Dig into the tv's setup to make sure it is properly reconfiguring the audio output when the source changes.
Check everything for updates first and apply them. Unplug (not just the power/standby button) everything for a couple minutes. Turn on the tv, then the Sonos and let it play a few tv channels, maybe an ineternal App or two if you have them and see if it is working. Add the App to the mix and see if things still work.
This article may help.
.https://www.sony.com/electronics/support/articles/00137387
Also, are you using eArc HDMI ports between the TV and Arc Ultra?
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.
+18What make/type TV?
+19Hi
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.
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...
Get a human and if you don't get a good answer ask to be referred to a higher support level.
Hi
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...
+19Hi
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!
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