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BlackAndWhiteCat1234
Contributor I
November 9, 2023
Answered

Beam Gen 2 keeps disconnecting from samsung TV

I have had this setup for a little under 2 years,  all of a sudden tv keeps dropping the connection and going back to tv speaker.  Using the cable that came with it,  changed to new cable,  checked all other devices for cec no luck.   Only way to get it back is unplug it from the power and back in. I ran a diagnostic 557311022. 

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    BlackAndWhiteCat1234Answer
    Contributor I
    November 12, 2023

    Update, I  spoke to customer service chat as advised.  They say there is a known issue with samsung tvs disconnecting,  and are working on a fix no ETA.

    I suggest anyone with this issue contact them to give more diagnostic information,  and possibly help raise the priority.

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    aguasvivas
    Lyricist I
    December 9, 2023

    I just finished a chat with Sonos tech support, & as in previous posts, was told that this is a known issue being worked on. The two work arounds are: 1) unplug and then replug in the power from the back of the Sonos soundbar; and 2) use the optical audio adapter that came in the box with the soundbar.  The adapter goes on the tv end of the hdmi cable and is inserted into the tv optical port. On my Samsung tv, it is the third port from the top (next to the usb ports.) Also, be aware there may be a small plastic optical port protector in the port that must be removed before inserting the adapter. The other end of the adapter receives the hdmi cable that was removed from the ARC hdmi port. So far it’s working fine & I'm still able to use the soundbar for music when the tv is off. 

    I just figured out that my remote is RF & won’t adjust the volume while using the optical port. I have to use the Sonos app for volume control. So  I’ve gone back to the HDMI ARC connection & turned off E-ARC, per an earlier suggestion. 

     

     

    You can solve that by configuring your remote to output IR, https://support.sonos.com/en-us/article/use-a-samsung-one-remote-with-sonos-home-theater-speakers.

     

     

      Slack
      Lyricist II
      December 10, 2023

      Thanks, resetting the Samsung remote to operate as IR vs RF is working perfectly so far. I appreciate the info.

      Mdwpilot
      Lyricist I
      December 11, 2023

      Turning off eARC on the advanced audio menu (Samsung TV QLED) worked for me, but am I losing audio quality? 

      Airgetlam
      Airgetlam
      December 11, 2023

      No. 

      Bruce
        keeper
        Enthusiast I
        December 12, 2023

        My Samsung QE55QN95A is the same, not sure why it seems to be linked to using an app and switching back to normal TV.

        TV suggest its playing sound, just needs a quick TV power cycle to cure, inconvenient but not a great dealbreaker….

        Ves_UK
        Trending Lyricist I
        January 12, 2024

        Now is 12.01.24 and still experiencing the same issue. I've been on the phone with Sonos and Samsung customer support and nothing.

        Using optical adaptor loosing dolby soround as far as I know so that is why i am not using it. As result twise a day I disconnecting the cord from the back of my beam. It is annoying but looks like i am use to it

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