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Clark_1701
Trending Lyricist I
November 3, 2023
Answered

eArc connection between Samsung QN85B and Sonos Beam Gen 2 drops frequently

I have had my Samsung 65” QLED (QN85B) TV connected to my Sonos Beam Gen 2 via eArc for over a year. In the last month, when I turn on the TV, the two units connection is lost. This happens frequently (once a week or so). To resolve, I must turn off the Samsung TV, unplug the Sonos, wait 10 seconds, plug in the Sonos, wait for lights to stop blinking, turn on the TV. Any help would be greatly appreciated.

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Corry P
Corry PAnswer
Sonos Staff
November 7, 2023

Hi @Clark_1701 

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
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Airgetlam
Airgetlam
November 14, 2023

I think the update you’re waiting for is from Samsung, not from Sonos.

Bruce
    Ken_Griffiths
    Ken_Griffiths
    November 14, 2023

    I have exactly the same problem with Sonos Beam 2 + QN85B.

     

    I tried reseting the sonos beam 2 or power off+disconnecting+reconnect everything but still having the same disconnection problem.

     

    The connection can be resumed once I power off and power on the beam.

     

    Waiting for your update and see how can it be resolved

    See the Staff (@Corry P’s) post earlier in the thread, as they are asking for anyone with such HT issues to submit a diagnostic report and to get in touch with their technical support to help them gather the data and (hopefully) fix the issue with some models of Samsung TV.

      Clark_1701Author
      Trending Lyricist I
      November 14, 2023

      Chatted further with Sonos support ealier today. They had me test my Sonos Beam Gen 2 on another TV (which I should have thought of myself) and it appears to work fine on my LG TV. So … off I went to chat with Samsung support. After verifying my TV had the latest sofware version, Samsung requested I do a factory reset. Since the issue is intermittent, it will take a few days to see if this helped or not. Will follow up in a few days with the latest results.

        Bren-78
        Lyricist II
        November 16, 2023

        Let us know if this has worked for you. I’m having exactly the same issue with my S95B and blBeam Gen 2.

          Clark_1701Author
          Trending Lyricist I
          November 16, 2023

          The factory reset did not resolve the issue. I chatted with Samsung support again and they referred me to their “next level of support” that will contact me by email. I am awaiting their contact. Will post again when I know more.

            ninajzee125
            Lyricist II
            November 17, 2023

            Same issue that starting happening recently with my Samsung TV. I know Samsung hasnt updated the firmware, but something in the recent Sonos updates has broken things. It keeps loosing eArc connectivity and have to keep restoring the Beam

              Clark_1701Author
              Trending Lyricist I
              November 23, 2023

              Took 6 days but the situation occurred again, the Samsung TV and Sonos Beam Gen 2 were “disconnected” on start up. Both Sonos and Samsung support was to contact me by email, but I have had no contact from either. Will try to follow up with them outside of the US holidays. Several users have indicated they have same/similar problem. If anyone finds a resolution, would appreciate a post to this topic. Thanks!

                orenhazan
                Enthusiast I
                November 24, 2023

                don’t waste of your precious time the issue is with sonos frimware from 15.8 the issue begins.

                sonos know about this issue and we waiting for a fix the work of that fix.

                I am in touch with them and you can be update in my post.

                https://en.community.sonos.com/home-theater-228993/15-8-update-is-a-nightmare-6885678/index5.html

                  WIPaul
                  Lyricist II
                  January 22, 2024

                  Was this ever resolved? I see the chat referred to is now closed.

                   

                  i have the same issue. 

                    Clark_1701Author
                    Trending Lyricist I
                    January 22, 2024

                    I spoke with Sonos Support on 12-11-2023. Support indicated that this is a known issue with no projected resolution date and that Sonos has no means of notifying customers when the issue is resolved. Since then, I noticed the Sonos app went from version 15.10 to 15.11. I continue to have the same issue … “eArc connection between Samsung QN85B and Sonos Beam Gen 2 drops frequently”.

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