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Hello,

I have an L9 C9 tv connected via eARC HDMI to a Sonos Beam, which is paired with two Play:3s.

The sound keeps cutting out randomly for several seconds. I’ve disconnected the tv and Beam from power for several minutes, removed all other HDMI cables, tried different HDMI cables (all are 2.1), changed settings on the TV and connected devices (PS5, FireStick, and Virgin Media 360). 

Please help! I have several diagnostic codes, which each have various different TV settings:

Thanks,

Chris

 

Moderator edit: Diagnostic numbers recorded and removed.

Hello ​@chelschris, welcome to the Sonos Community!

I am sorry to hear you are experiencing audio interruptions with your Sonos Beam and Sonos Play:3’s Home Theater setup.

Does the audio cuts out when playing music on your HT setup via the Sonos App or is it only happening when you play content from the TV?

I had a look at the diagnostics you shared and it showed “Unsupported TV audio” for your HT setup.

Make sure the TV audio output settings are either:

  • Stereo PCM
  • Dolby Digital
  • DTS

You should also adjust the audio format on the video source (cable box, streaming player, etc.) to one of the supported formats above. 

Since you’ve already tried the basic troubleshooting steps I would have suggested, please reach out to our Support Team for live troubleshooting if you are still experiencing this issue.

They have tools at their disposal to provide you with advice and information specific to your Sonos system and what it reports.

I hope this helps.

Hello, thanks for the reply.

Since, I have unplugged the TV for a few minutes (again). I’ve taken all HDMIs out, and then added the Sonos back first. 
 

One difference is that I’ve removed the TV ariel cable. It wasn’t getting a great signal. The audio has been fine since. Fingers crossed it stays that way!

Many thanks.

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