Audio dropouts/Glitch on Sonos Arc Ultra

Hi, ​@Sotiris C. 

I have a similar problem. I’m using Sonos Arc Ultra with Sub gen4 and 2 Era 300. The Arc ultra is connected through HDMI eARC on a Samsung Q80 TV. When i’m watching movies on the Google TV Streamer (connected to HDMI on the TV) and with the feature to sync FPS with content and the source is something else than 60Hz/FPS I get the same behavior. Audio drops out for a second randomly every 15 minutes or so. But when i’m forcing the content to 60Hz the sound works as normal. Seems like the ARC ultra needs to adjust the timing at around 15min intervall which results in audio drop out when watching something else than 60Hz.

Hope there is a fix coming to get a smoother picture alongside the surround sound.

What did the Support team say, when you called in?

I haven’t yet. Still in the testing phase to gather details and figure out whether it’s the Sonos sytem or the Google Streamer that is the problem. But now when I found this thread that seems fairly similar it might be time.

Make sure to capture one or more diagnostics so the support folks can look at your hidden internal data. The closer to the glitch you catch them the better but within 10 minutes might show the issue.

And calling in seems to be much more fruitful than posting in this forum. There are many more CS reps that can pass on your data than there are Forum moderators. Whose main job is Forum moderation, and not necessarily CS, although I’d think that’s an aspect of their job. 

Hi sonos support

Audio settings does not help. Had similar problem with Arc too on first year of release. None of the system audio settings helped.  I had sony 950G that time . After so many followups , escalation , replaced the unit and submitted the diognose report.Finally it got resolved .

 ticket number [redacted].

Moderator Note: Modified in accordance with the Community Code of Conduct.

May be this helps . This was ticket number [redacted] created and closed with solution

Moderator Note: Modified in accordance with the Community Code of Conduct.

Note: ticket numbers are not allowed here in the forums, you’ll find if you don’t edit your posts to remove it, a forum moderator will do so. No idea why, those of us in the public don’t have access to that data, which I assumes carries PID, but there you are.

Also, this isn’t where ‘Sonos’ support lives, reads, and responds. This is a public community that tries, when there is enough data, to help. We don’t have access to the data that Sonos does, just what you’ve provided in your post, and account data.

Your best bet would be to call Sonos Support to discuss it, and speak to a human. 

When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

I believe the issue is linked ticket, which may contains the information needed to resolve this. Unfortunately, I do not have the necessary permissions to edit or normalize this data from my side. Could the support team please review this on the backend to see if a manual update is required?

Thank you

Support does not follow these community user/user forums. You must call them to make contact.