Hi, Everybody.
I’ve been driving myself crazy trying to troubleshoot an issue with a Beam (Gen2) -based home theater set up (Beam Gen 2, Sub (Gen3), and two Era 100s). The issue happens whenever the source device, in this case both a latest-gen Apple TV and a Nintendo Switch, outputs audio in MultiChannel PCM 5.1. The audio drops out for about two seconds EXACTLY every one minute. Audio output in other formats, including Dolby ATMOS, plays back perfectly. My television is a new LG G3. All devices are on the latest available firmware/software updates as of today (23 June, 2023).
After spending weeks trying every possible solution (HDMI cable replacements, network configurations, wired/unwired setups, different TV and device settings, etc), I had a call with SONOS Tier 2 support today where I was told very confidently that this is a known-issue with the LG TV firmware and that I should contact LG directly. I asked if SONOS was in contact with LG at all to attempt to remedy this issue on behalf of their mutual customers and was flat out told, “No.” (!!!!). I’ll try to follow-up with LG, but this has all the makings of a finger pointing exercise.
I also have an Arc and Era 300 - based home theater setup in another room in addition to multiple Era 100s so, all told, I have thousands of dollars invested in SONOS devices. I find their response to this issue pretty disappointing and frustrating.
I am open to any suggestions from the community and just thought I would share that this is apparently a known issue right now and that Sonos does not have a solution.
My latest diagnostic submission number is: 514414504
Thanks!