How do i stop my Sonos Arc from resetting its volume to zero when I turn off TV?

Hi @Obizues,

The Sonos Arc shouldn’t set itself to 0 when the TV is turned off. It accepts volume changes from the TV, TV remote, Sonos App, and volume touch buttons, so it’ll be one of those that is changing the volume to 0.

The best way for us to check what’s causing this, is to replicate the issue and submit a diagnostics then reply here with the confirmation number. I can then check the diagnostics to see where the volume command came from.

You can also reach out to our support team to perform some live troubleshooting of this issue with them, as it seems easy enough for you to replicate it.

I hope this helps!

Submitted: 2109350559

Hi @Obizues,

The diagnostics is showing Sonos Not Found, meaning the controller can’t find or connect to your Sonos system.

I’m not able to see any system information with this type of diagnostics, so I wont be able to check what is causing the volume issues.

Make sure the controller you’re using can see the Sonos system before you submit a diagnostics. If you aren’t connected to the same Wi-Fi or you don’t see any speakers in the Sonos app then I wont get the full picture.

Sonos:

Was this person’s issue resolved - How do i stop my Sonos Arc from resetting its volume to zero when I turn off TV? 

I have the same problem with the Arc, Sub and Sonos One speakers.  Volume drops to zero when I turn off the Samsung 4K HDR Smart TV, leave it for awhile, and then turn it back on wherein I need to reset the volume.  Also the same when I pause a streaming program and come back to it after 10 minutes or so.  Did not have this problem with my previous Samsung speakers but only when I changed over to Sonos.  It’s like the Sonos are timing out!   Any resolution options a year later from this fellows problem identification?

What did Sonos say when you submitted the diagnostics that the Sonos rep asked for, and called Sonos Support directly to discuss it?

I was not asked to submit a diagnostics to Sonos?  I thought that someone might have figured this out by now.  How do I submit this diagnostics and do I do it before or after Sonos reaches out to me?

@BrianDen

There is chatter on the internet regarding Samsung TV’s lowering the volume. Although it speaks to the internal speaker there may be some bleed through into Sonos sounbars. I searched with the wording below and then found the 2nd link to Samsung. 

Search Wording:

Did you mean: do samsung 4k smart tvs automatically lower volume when turned off or paused

2nd Link:

https://www.samsung.com/au/support/tv-audio-video/how-to-troubleshoot-the-samsung-qled-tv-that-turns-the-volume-up-and-down-automatically/

Diagnostic:

Recreate the issue and run the diagnostic within 10 minutes, post the reference ID # and the call Sonos Support.

• How to Submit Diagnostic Link

Thanks and I’ll take a closer look at these and see how they might apply to my situation.

@BrianDen 

I edited my post and sent you info on submitting a diagnostic 😊

Thanks!