Contributor I

Beam Gen 2 loses eArc connection to Samsung S95

Forum|Forum|2 years ago
October 22, 2023
49 replies
4761 views

Hardware

Samsung S95B 65” (firmware 1520)

Apple TV 4K (iOS17)

Sonos Beam Gen 2 (latest firmware)

I have the AppleTv connected into HDMI 1

i have the Sonos Beam Gen 2 connected into the HDMI 3 eARC.

CEC is switched on.

Background

For the past 9 months since getting the setup everything has worked perfectly. The TV has switched on with the Apple Remote, the input defaults to HDMI 1 and audio plays out the soundbar be default.

Issue

2 weeks ago, this all stopped. Whenever I turn the TV on with the Apple TV remote and use the AppleTV apps the Samsung Tv no longer sees the Sonos Beam and defaults to TV Speaker.

Workaround

The only way to fix it is by switching off the Beams power disconnecting the HDMI and reconnecting, the TV then sees the Beam again, reinitialises the connection and continues to play audio from the Beam.

As soon as I switch the tv off again… later that day, turn it back on and I have to repeat the same process. CEC isn’t being disabled and no config is changing in the TV settings, it just won’t see the Sonos on when it starts up.

Attempted fixes

I’ve factory reset all devices, changed all the HDMI cables, and none of these things have made a difference.

Potential causes?

Sonos recently released an update for the Beam 2 and Samsung released an update for the TV at roughly the same time and the issue has occurred since then.

Next Steps

I know there are multiple questions on here, and Samsung forums with other users all experiencing the same issue with the same Hardware. Neither side can understand if it’s a Samsung or Sonos issue or how to fix it.

Can we start a thread of users with the same issue and see if Sonos will look at the issue?

Thanks

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Pinned Reply By Corry P

Hi @JamesBuk et al

There was a similar issue recently whereby Beams would have no audio when playing TV audio coming from certain Samsung TVs, which has now been resolved. As your TV and Beam seem to be losing the connection between them, however, this seems like a different issue. I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

I hope this helps.

Show previous replies

Corry P

Sonos Staff

Hi @bstoop et al

My information is that this issue (or one very like it) was resolved on the 24th of October - as most of you have posted after this date, I recommend that you all check for updates on your TVs and Sonos app. If everything is up to date and you still have this issue, I’d encourage you to get in touch with our technical support team to report as much.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

D

DizzyBoyUK

Lyricist III

Information is wrong, problem is definitely not fixed....

Airgetlam

So clearly you’re having different issue, which expresses in a similar manner, but wasn’t fixed, rather than the one that was fixed. Have you contacted Sonos technical support, as was suggested in @Corry P ‘s post?

Bruce

D

DizzyBoyUK

Lyricist III

I have the issue everyone is describing in these posts and yes spoken to Samsung, Sonos, retailer, even had TV taken away to be checked..…the former 2 both being terrible and blaming each other.

Cory P has put this same post across a few different posts on this forum.....not sure what fix he's referring to but it's not the Samsung TV / Beam Gen 2 disconnection/detection issues that were introduced with the 15.8 update.......

Ken_Griffiths

I have the issue everyone is describing in these posts and yes spoken to Samsung, Sonos, retailer, even had TV taken away to be checked..…

Cory P has put this same post across a few different posts on this forum.....not sure what fix he's referring to but it's not the Samsung TV / Beam Gen 2 disconnection issues........

Note @Corry P did also ask that if anyone is still experiencing an issue, after checking for Sonos/TV updates, to personally get back in touch with Sonos Support. So if the matter is perhaps easily reproduced, then just gather the evidence - video/diagnostic report etc. and get back in touch with them via this link:

https://support.sonos.com/s/contact

M

Matoc

Lyricist III

Bonjour

ma télé : Samsung QE55Q83 avec une version à jour 1520

Sonos en version 15.9

cela ne fonctionne toujours pas

je ne vois pas comment Sonos aurait résolu le problème sans changer de version !

je vais les appeler afin d'avoir un ticket d'incident

Mais quand on paie des centaines d'Euros et devoir débrancher son enceinte tous les jours je ne comprends pas que Sonos ne soit pas en mesure de traiter le pb plus rapidement

je reviendrai avec les résultats de mon appel

Ken_Griffiths

@Matoc

Oui, je les appellerais. Notez que le personnel ici suggère que si tout est à jour et que vous rencontrez toujours ce problème, contactez leur équipe d'assistance technique pour le signaler - Peut-être reproduire le problème de déconnexion et soumettre un rapport de diagnostic, etc., puis obtenez en contact avec eux via le lien.

J'espère que vous aurez réglé le problème.👍

Corry PPinned

Sonos Staff

Hi @JamesBuk et al

There was a similar issue recently whereby Beams would have no audio when playing TV audio coming from certain Samsung TVs, which has now been resolved. As your TV and Beam seem to be losing the connection between them, however, this seems like a different issue. I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein