Hi - we have a new arc ultra. It says it is connected to our new Samsung TV. Xfinity is our provider. We can watch TV and get sound from the TV sound. When we change the TV sound settings to the arc ultra we get no sound. Everything appears to be connected properly. Why is there no sound from the arc ultra? Thanks!
Answered
new sonos arc ultra no sound
Best answer by Airgetlam
Thanks for the extra details. Agree with you that something is ‘wrong’. Not quite sure what it is yet, could be the TV, the Sonos, or anything in between.
My first step would be a simple reboot of everything, by unplugging them from the wall. Not necessarily easy, but it’s what I’d start with. Start with the TV, by unplugging it for two minutes. Plug it back in, wait two minutes, then check it for updates, and apply any that may show up. Then unplug the XFinity box and the Sonos. Wait two minutes, then plug them back in. After two minutes, check in the controller (Sonos) for any updates and apply them, wait yet another two minutes (a lot of waiting!) and then test. Note that just turning off any devices without unplugging them isn’t the same thing, you really want to unplug them.
Evidence is (your Bluetooth working) is that the Sonos, in general, is working, it seems like, barring an issue with the ARC input on the Sonos, that the TV isn’t properly sending a signal across the HDMI connection.
I’d really be tempted, if this process doesn’t work, to submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. Don’t post the resulting diagnostic number here.
There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.
When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.
Hard to tell from the information provided, but here is some general information:
The Sonos receive ARC/eARC information from the TV. This means it needs to be connected to the TV’s ARC/eARC HDMI port (it varies from TV to TV, we don’t know which Samsung you have) with the cable provided by Sonos (usually..let us know if this is an issue). It also means that HDMI-CEC needs to be turned on, Samsung often calls it Anynet +. And you need to be watching a source that inputs via HDMI (on one of the other HDMI ports), it needs to be a digital input. Analog inputs, like many VCR and cameras that connect via RCA jacks won’t work.
What specific information can you provide? Have you called Sonos Support to discuss it?
When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.
Thanks Bruce - HDMI from Xfinity to Samsung TV. ARC/eARC HDMI from TV to Sonos ARC Ultra. HDMI-CEC is tirned on. Using the Sonos App the ARC Ultra connects to the TV. The Samsung TV remote shows the ARC +/- when the remote volume is activated by hand but the Arc volume does not go up or down. It is silent.
The Arc Ultra did make a sound when it responded that it connected to the TV. It also worked via bluetooth with the music on my phone.
The cord being used between the ARC and the Samsung are Sonos provided.
We’re at a loss. 😕
Thanks for the extra details. Agree with you that something is ‘wrong’. Not quite sure what it is yet, could be the TV, the Sonos, or anything in between.
My first step would be a simple reboot of everything, by unplugging them from the wall. Not necessarily easy, but it’s what I’d start with. Start with the TV, by unplugging it for two minutes. Plug it back in, wait two minutes, then check it for updates, and apply any that may show up. Then unplug the XFinity box and the Sonos. Wait two minutes, then plug them back in. After two minutes, check in the controller (Sonos) for any updates and apply them, wait yet another two minutes (a lot of waiting!) and then test. Note that just turning off any devices without unplugging them isn’t the same thing, you really want to unplug them.
Evidence is (your Bluetooth working) is that the Sonos, in general, is working, it seems like, barring an issue with the ARC input on the Sonos, that the TV isn’t properly sending a signal across the HDMI connection.
I’d really be tempted, if this process doesn’t work, to submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. Don’t post the resulting diagnostic number here.
There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.
When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.
+19Does the Arc Ultra show on your device you were using for Bluetooth? Does it show as connected?
Do you have any sound when you select a streaming source?
Have you checked for any software updates for tv and for your Sonos system?
Have you spoken to Sonos support, and if so what did they say?
Have you spoken to Samsung support, and if so what did they say?
We did the unplug, wait 2 minutes, plug in, turn on, wait 2 minutes thing… to no avail…
The Sonos AI was not helpful. We ended up in a loop of questions and hung up 😕
+19Yes, and Sonos Arc appears on the list of devices in the bluetooth settings on my phone.
Try “Forget Device” on your phone to take the Arc Ultra off the Bluetooth list. Then see if you get TV sound.
Unfortunately we still get no sound from the TV even though everything is connected. The 15 day trial period is up in two days. So much for the 2 minute set up. I’ll be returning this Sonos Arc Ultra tomorrow. 😕
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.