Hello! I use my Arc Ultra connected to my eARC BenQ TK710 dolby atmos capable projector. I use an ATV4K 2022 edition. Very often whenever I want to stream Atmos content on any platform I get no audio at all! The Sonos app shows no audio! If I force the ATV4K to play DD5.1 then it works again! Or If I leave it on Auto, Atmos on then the 5.1 content reads Stereo PCM on the Sonos app. Is this happening to you? I have changed cables..I am using Ruipro 8K fiber optic cables 25 ft the green ones and still the same issue. I have to disconnect the Arc from power and plug it back in for it to work again with Atmos.
Dolby Atmos streaming issue with Sonos Arc Ultra and BenQ TK710 projector
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What happens if you temporarily move the Arc to closer to the projector, and use the Sonos supplied cable? Or tried to see if there is an update to the firmware on the BenQ, or the Sonos?
Have you submitted a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it? But don’t post the resulting diagnostic number here, they get sensitive about GDPR.
There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.
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.
What happens if you temporarily move the Arc to closer to the projector, and use the Sonos supplied cable? Or tried to see if there is an update to the firmware on the BenQ, or the Sonos?
Have you submitted a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it? But don’t post the resulting diagnostic number here, they get sensitive about GDPR.
There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.
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.
Hi! Thank you for your reply. I had my Arc Ultra connected to a Samsung Qled TV using passthrough and using. Short 6 ft Zeskit Maya HDMI cable. Back at the time the only issue I had was that eARC (like always) toggle from passthrough to auto…but that was it, I never lost Dolby Atmos sound. By the time I upgraded Apple TV OS18 at the same time I bought a new BenQ TK710 eARC projector. Problems started…now I do not know if it was the ATV4K OS18 that caused it or the HDMI handshakes I am having right now with the new setup that has be disconnecting and reconnecting the Arc Ultra to power each time to fix it and recover Dolby Atmos sound. I spoke to BenQ and they told me the only way to update the software is to take it or ship it physically to their headquartes which is absolutely insane. I also spoke to Sonos and they told me they did detect on the Diagnostics No Sound was playing but they were unable to determine which device was the problem. So I bought a 25 ft Ruipro 8K fiber optic cables in case the HDMI length was the problem. https://www.reddit.com/r/appletv/s/AlLi0NL56z
What is the Audio Output Format setting on the projector currently set to?
Hi!
Audio Return + and Raw +(Object Based) the glitch happens every now and then. For instance I turn on the (BenQ, Arc Ultra, Apple Tv) using CEC by turning everything on with the ATV4K remote. Maybe right there everything is working fine. Suddenly I turn it off (CEC you use the projector control and everything turns off). Later 1 or 2 hours later I do the same process turning on the system with CEC and viola a Dolby Atmos streaming movie has No Sound and a 5.1 is downgraded to Stereo PCM and you only hear the Surrounds in the soundbar but Not the center channel and or dialogue weird glitch.
What happens if you set the Audio Output Format setting on the projector to Auto instead? Do you still experience the same issue?
What happens if you set the Audio Output Format setting on the projector to Auto instead? Do you still experience the same issue?
I just tried with Auto following your advice and Atmos and also 5.1 content only played as Stereo PCM. With Raw + Object Based on I get Multichannel PCM 5.1 right now for regular 5.1 content. Right now the systems are working as intended…but lets say I turn it off, go to sleep and turn everything on tomorrow it is a gamble if the handshake will occur at that moment or the systems will play well. Assuming I get the glitch well like said before only unplugging and plugging the Arc Ultra back to powera fixes it instantly. You can also read another reply I wrote recently here to another user that might also help you understand even better the issue I am going through. People on Reddit with their Sonos Beams or other etc come to me saying they have the same issue when it comes to Sonos - Apple TV 4K.
I also have the Arc Ultra and a BenQ TK710, however I use an Nvidia Shield TV Pro rather than the AppleTV. I can confirm that I am able to get Atmos audio without problem on most streaming apps. I’m not familiar with the AppleTV but in the shield there were a few Sound settings I had to change to make it work. Specifically, I had to specify which Audio formats the Sonos supported rather than use the Auto setting. Also I had to choose Raw + Object Based on the BenQ. I haven’t experienced any of the CEC power glitches that you mentioned.
The only app that I can’t get Atmos to play in is Plex, and when I try, I get no audio. When playing back a movie in Plex the only way I get audio is if I choose a different audio track for that movie (usually DD 5.1).
I also have the Arc Ultra and a BenQ TK710, however I use an Nvidia Shield TV Pro rather than the AppleTV. I can confirm that I am able to get Atmos audio without problem on most streaming apps. I’m not familiar with the AppleTV but in the shield there were a few Sound settings I had to change to make it work. Specifically, I had to specify which Audio formats the Sonos supported rather than use the Auto setting. Also I had to choose Raw + Object Based on the BenQ. I haven’t experienced any of the CEC power glitches that you mentioned.
The only app that I can’t get Atmos to play in is Plex, and when I try, I get no audio. When playing back a movie in Plex the only way I get audio is if I choose a different audio track for that movie (usually DD 5.1).
Thank you very much for jumping in, God bless you. Let me tell you, after the Apple TV 4K 18.3 firmware update was release last week I never ever had the glitch again. So definitely the problem was the ATV4K with Sonos because I found lots of people with the same problem on Reddit. If you want to discuss anything at all regarding the BenQ TK710 or Sonos Arc Ultra, please feel free to chat with me as there are very few people who have our setups since they are fairly new from last year.
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