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New Arc issues

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I’ve had the Arc working flawlessly for 12 months or so, paired with a Sub 3 and two Ones. Watching the TV yesterday..the screen went black, sound stopped and the light on the ARC was flashing. Everything came back for a second then it repeated and then settled. It has continued to do this all day on intermittently. The setup then disappears from the Sonos App. Any suggestions? Thanks

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Corry PAnswer

Sonos Staff

Hi @Gibsy

I did indeed look at the diagnostics, and no Boost was present - this is likely the cause of the problem.

Please ensure the Boost has power and is still connected via ethernet. If it has power, please reboot it. If the Boost appears to be faulty, wiring a speaker instead will suffice.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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Ken_Griffiths

Note you ‘may’ have to toggle off HDMI-CEC in the TV settings when running the TV on its internal speakers and don’t forget to switch it back on when you later reconnect the Arc.

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GibsyAuthor

Trending Lyricist I

👍🏻

AjTrek1

One more question…what brand/model is your TV?

Together Everyone Achieves More = T.E.A.M.

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GibsyAuthor

Trending Lyricist I

Panasonic 65HZ2000

AjTrek1

Have you checked your menu for updates to your Panasonic? Also I would contact Panasonic tech support and discuss the issue with them. It may be a known issue for which Panasonic my have a fix. Especially so since everything was working fine for a year using the same setup.

Together Everyone Achieves More = T.E.A.M.

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GibsyAuthor

Trending Lyricist I

Will do

AjTrek1

Hi again

I know you’ve gotten a lot of “do this and try this”. My apologies if nothing has helped to resolve the issue.

To recap …suggestions that have been given are to:

Check power connections

Check and/or swap out the HDMI cable

Check TV menu settings

Call Panasonic tech support

All good suggestions. However there’s one more…

Reproduce the issue and immediately submit a Diagnostic report to Sonos and post the reference number in your next post. Call Sonos tech support to discuss the findings. I doubt it but it could be something wrong with the Arc. Click the link for instructions on how to submit.

However, my gut feeling is that there’s something going on either with the HDMI cable and/or the Panasonic is somehow sending a signal via CEC telling the Arc to reboot???

https://support.sonos.com/s/article/141?language=en_US

Together Everyone Achieves More = T.E.A.M.

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GibsyAuthor

Trending Lyricist I

Hi Have been away for a few days so powered everything off whilst away. Upon return no issues at all yesterday…so looks like it’s now sorted but strange as not really done anything but good news nonetheless.

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GibsyAuthor

Trending Lyricist I

Spoke too soon, just happened again. Will submit report.

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GibsyAuthor

Trending Lyricist I

Diagnostic report 110646644 submitted.

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