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JamesBuk
Contributor I
October 22, 2023

Beam Gen 2 loses eArc connection to Samsung S95

  • 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.

49 replies

Show previous replies
diegsai
Trending Lyricist I
November 7, 2023

I read that the problem was solved but sometimes it still happens to me, that's why I was asking if any new version fixes it.

Ken_Griffiths
Ken_Griffiths
November 7, 2023

I read that the problem was solved but sometimes it still happens to me, that's why I was asking if any new version fixes it.

Anyone still having such issues are being advised to contact Sonos technical support. I would perhaps do that at the earliest opportunity and provide them with the details of your setup with accompanying diagnostic reports etc.

    Matoc
    Lyricist III
    November 10, 2023

    Bonjour à tous,

    j'ai enfin réussi à résoudre mon problème après 2 appels à Sonos et 1 appel à Samsung

    Avec Sonos nous avons retiré tous ce qui étaient branchés à la TV sauf la Beam

    Puis j'ai également retiré les mises à jours automatiques (sur l'iphone) Sonos

    Puis j'ai appelé Samsung et on a fait un reset d'Usine - attention pas celui que vous pouvez faire seul - celui fait par le technicien Samsung 

    Et Depuis je ne perds plus la connexion E arc toutes les nuits 

    Par ailleurs il faut noter que ma tv est passée sous une version 1602 entre temps !

    Bref vous l'aurez compris je ne sais pas si c'est l'arrêt de la mise à jour ou le reset de la tv qui a résolu le pb.

    Bon courage

    Moderator edit:
    Google Translate-

    Hello everyone,

    I finally managed to resolve my problem after 2 calls to Sonos and 1 call to Samsung

    With Sonos we removed everything that was connected to the TV except the Beam

    Then I also removed the automatic updates (on the iPhone) Sonos

    Then I called Samsung and we did a factory reset - be careful not the one you can do alone - the one done by the Samsung technician

    And since then I no longer lose the E arc connection every night

    Furthermore, it should be noted that my TV has been upgraded to version 1602 in the meantime!

    In short, you will have understood, I don't know if it was stopping the update or resetting the TV that solved the problem.

    Good luck

      TobiasM
      Lyricist II
      November 14, 2023

      I am experiencing the exact same problem. My Beam (Gen 2) won't connect to my Samsung QE50QN90B (via HDMI EARC) when the TV has been in standby for some time. The only fix is to unplug and reboot the Beam. I contacted Sonos customer support and received the following response a few hours ago:

      The diagnostic detects the error message that has been recently reported and this is a known issue with the Beam (Gen 2) speakers connected to Samsung TVs. 
      Our engineers are currently investigating this issue. There is no estimated time of fix as of the moment. 
      The current workaround given is to use the Optical Adapter or reboot the Beam (and possibly TV) when the issue is occuring. 

        TobiasM
        Lyricist II
        November 17, 2023

        Hello, I was able to fix the Beam Gen 2 connection issue by turning off eARC in the settings of my Samsung TV. It’s now running on ARC only. Since most content I watch isn’t Atmos anyways, this seems to be good a temporary fix while I wait for Samsung to solve there firmware disaster.

          ninajzee125
          Lyricist II
          November 17, 2023

          I am having the same issue with my Samsung TV since the last month. It loses the eArc connection and I have to keep restarting it. This is so annoying!

          TobiasM
          Lyricist II
          November 17, 2023

          As mentioned in my other comment, disabling eARC did the trick for me. But with the loss of Atmos.

            Geoff rippington
            Contributor I
            November 17, 2023

            Just to flag up - yes I’ve read all the notes - I’m having the same issue. Sonus Beam V2 and Samsung QE55S95B. Only fix is to turn it off but this only works temporarily… the whole point of getting the v2 was for Atmos…

              ninajzee125
              Lyricist II
              November 17, 2023

              It's definitely a Sonos issue, because I don’t have my Samsung TV autoupdating firmware and they haven’t released one in a year. It's pretty annoying and useless for a Soundbar that doesn’t work most of the time without constant restarts. Sonos needs to fix this ASAP.

              Airgetlam
              Airgetlam
              November 17, 2023

              How do you turn off auto-updates in the settings on your TV? I’d love to do that, but can’t find the settings. 

              Bruce
              Show more replies
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