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.
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.
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...
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.
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...
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.
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.
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!
As a diagnostic have you tried restricting audio formats?
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?
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.
Keep working with audio formats. You may be able to find a workable combination. In any case please report.
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!
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.
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!
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?!
How odd, wonder why that box is only sending stereo over a 5.1 connection.
Any other options of hardware from Virgin?
How odd, wonder why that box is only sending stereo over a 5.1 connection.
Any other options of hardware from Virgin?
It's the most up to date box I believe. All apps, all channels now highlighted as Stereo pcm on the Sonos app.
Edit: I see you already answered my question. Did you put the TV setting back? Try restarting the TV and the box?
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