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My Sonos Arc Ultra, Sub and Rear Era 300s disconnecting from TV (DAILY)

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As mentioned pretty much every morning when I am up watching the TV(Samsung recent model) the sound drops out. A power on and off fixes it every time.

All connections are stable and firm but it keeps happening. I only upgraded from a similar setup with an old player, connected the same way that never had an issue.

The Arc is directly connected to the TV via HDMI, my old set up was optical.

I have done some research but no avail so would appreciate any help.

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Stuart DammeryAnswer

Avid Contributor III

No point posting a question unless you follow up when you find the answer.

The fault lies/lay in a Philips Hue Sync Box.

It was a good splitter as my son did use his PS5 via the connection as well as our main Apple TV

This has been part of my set up for years and integrated well with the Arc.

You Tube video ads were the biggest trigger for a complete loss of sound, however it would do it randomly as well.

This week the box decided to turn off the whole TV whenever it felt like it, so now disconnected and everything is work fine of course.

This was the original 4K Sync Box and now they have a 8K for better handling of large movie files I stream so I could replace/upgrade it so I did contact Phillips and they gave me a 20% off voucher code, but quite frankly I don’t think I want to get burned again at a $600AUD price tag.

So there you go.

Stanley_4

Grand Maestro

Try assigning DHCP reserved addresses to all Sonos. (See your router's settings. )

Power down all Sonos and reboot the router before powering the Sonos back up.

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MoPac

Headliner III

Which TV? Is the HDMI port ARC or eARC? Are you using the stock HDMI cable that came with the Ultra? How long after turning on the TV does the sound drop out? Did you go through TV Setup in the Sonos app?

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Airgetlam

I’d be tempted to check the TV’s OS for updates, as well.

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Bruce

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Stuart DammeryAuthor

Avid Contributor III

Which TV? Is the HDMI port ARC or eARC? Are you using the stock HDMI cable that came with the Ultra? How long after turning on the TV does the sound drop out? Did you go through TV Setup in the Sonos app?

Tried all those

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Stuart DammeryAuthor

Avid Contributor III

Which TV? Is the HDMI port ARC or eARC? Are you using the stock HDMI cable that came with the Ultra? How long after turning on the TV does the sound drop out? Did you go through TV Setup in the Sonos app?

And yes earc

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AjTrek1

Please re-read @MoPac’s question. You failed to answer the question about when does the audio drop.

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Stuart DammeryAuthor

Avid Contributor III

Which TV?

Samsung

Is the HDMI port ARC or eARC?

eArc

Are you using the stock HDMI cable that came with the Ultra?

Yes

How long after turning on the TV does the sound drop out?

Within the hour

Did you go through TV Setup in the Sonos app?

Yes

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buzz

Grand Maestro

What are other HDMI connections to the TV?

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Corry P

Sonos Staff

Hi @Stuart Dammery

Welcome to the Sonos Community!

I am sorry to hear of this issue you are having with your Arc Ultra not playing TV audio after a time.

I first recommend that you unplug your TV from power for a full minute - this will make the software on it restart in a way that Standby does not achieve.

If that does not help, then we do need to look at what other devices are connected to the TV - I recommend disconnecting them all and testing. If that works well, reconnect the devices one at a time and test each time. Once (if) you find out the source of the issue, I recommend disabling CEC-functions on it, if it has settings to do so (they normally refer to turning the TV on/off or switching inputs).

If you struggle at any point, 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.

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Stuart DammeryAuthorAnswer

Avid Contributor III

No point posting a question unless you follow up when you find the answer.

The fault lies/lay in a Philips Hue Sync Box.

It was a good splitter as my son did use his PS5 via the connection as well as our main Apple TV

This has been part of my set up for years and integrated well with the Arc.

You Tube video ads were the biggest trigger for a complete loss of sound, however it would do it randomly as well.

This week the box decided to turn off the whole TV whenever it felt like it, so now disconnected and everything is work fine of course.

This was the original 4K Sync Box and now they have a 8K for better handling of large movie files I stream so I could replace/upgrade it so I did contact Phillips and they gave me a 20% off voucher code, but quite frankly I don’t think I want to get burned again at a $600AUD price tag.

So there you go.

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