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madhyve
Contributor I
Dec 3, 2022 1:36 AM UTC
Answered

Beam (Gen 1) screen blackout with sound cut on samsung TV

Hi,

I’ve just received a reconditionned Beam Gen 1, I’ve plugged it in to my SAMSUNG UE49KU6450 TV (on the ARC HDMI plug) with an apple TV and a PS4 on the other two HDMI plugs.

On the Apple TV the screen goes black and the sound cuts for 1-2 seconds quite often, on the PS4 it’s different, I just get sent to the TV source (disconnected from all HDMI sources) and have to change the source back to PS4 but it’s pretty rare (I would say once every 5-6 hours).

This did not happen before I installed the Beam, I disconnected everything, and left just the Beam and the Apple TV and I still have the problem, I also changed the HDMI cable of the Apple TV and this did not change anything either (I’m using the HDMI cable given by Sonos for the Beam).

I’ve turned off the TV and unplugged it for a couple hours (as asked on another thread) and I’ve checked and there’s no updates for my TV and the Apple TV is up to date (the Beam is up to date too).

Thanks for your help!

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Airgetlam
AirgetlamAnswer
Dec 3, 2022 4:16 AM UTC

Sounds like there is something odd going on with the CEC connection between the various devices. I’d start with a couple of things. 

First, check the TV set for updates. Once you’ve done that, reboot the TV by unplugging it from the wall for a couple of minutes, before plugging it back in.

Check all the other devices for updates while you’re at it, it can’t hurt, and may help. I’d be tempted to test the connection after turning off CEC on all devices, in case there’s some conflict there. Test each device separately, though. If you need to, at some point, get one of the CEC blocking adapters, of one of the devices you have connected to the TV is causing the issue. 

Bruce
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madhyveAuthor
Contributor I
Jan 15, 2023 10:47 AM UTC

Hey everyone,

so I had to try, I bought a cec less adaptator, tried and still have the same problem, I tried the adaptator on the ps4 just to make sure it wasn’t faulty and it works as intended, so it’s something else than the cec…

if I find anything new I’ll let you know!

thanks !

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Ken_Griffiths
Ken_Griffiths
Jan 15, 2023 12:37 PM UTC

Hey everyone,

so I had to try, I bought a cec less adaptator, tried and still have the same problem, I tried the adaptator on the ps4 just to make sure it wasn’t faulty and it works as intended, so it’s something else than the cec…

if I find anything new I’ll let you know!

thanks !

You mentioned earlier that it was the Apple TV that you could not disable CEC🤔? Perhaps try the CEC-less adaptor on/with that device instead.

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madhyveAuthor
Contributor I
Jan 15, 2023 12:41 PM UTC

Oh sorry for the misunderstanding, I tried it on the AppleTV, but because it wasn’t solving the problem, I tried the adaptator on the ps4 to make sure it wasn’t the adaptator that was faulty, and on the ps4 it blocked cec no problem so that is why I’m thinking it’s coming from something else.

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Ken_Griffiths
Ken_Griffiths
Jan 15, 2023 12:53 PM UTC

Oh sorry for the misunderstanding, I tried it on the AppleTV, but because it wasn’t solving the problem, I tried the adaptator on the ps4 to make sure it wasn’t the adaptator that was faulty, and on the ps4 it blocked cec no problem so that is why I’m thinking it’s coming from something else.

Maybe try temporarily removing the PS4 and adding the CEC-less adapter to the Apple TV (or vice versa) and see what happens in that case (or simply disconnect both devices) it may help you to narrow things down a little. If neither resolve the issue, I would speak with Samsung Support and see what they can suggest and/or submit a Sonos system diagnostic and either note/post it’s reference back here …and then contact/chat with Sonos Support Staff via this LINK  and see what the Staff can suggest to resolve the issue.

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    madhyveAuthor
    Contributor I
    Mar 13, 2023 1:48 PM UTC

    Hello all,

    So I’ve changed TV and was able to test it again, the problem was coming from the HDMI plug, it was loose and causes a contact failure.

    Words perfectly now.

    Thanks for your help !

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