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loobar23
Avid Contributor I
June 26, 2022
Answered

Panasonic TX-65JZ1500 and Arc Audio Drop

I’ve had a new Panasonic TV for two weeks. Connected to Arc via eARC using certified HDMI cables. The Sonos room comprises the Arc, wired to router, a Sub (wireless) and two wireless play 1s. 

There is an annoying issue where the audio drops on the Arc for about five to ten seconds intermittently. It happens once per day, though for the first time it happened twice yesterday, within 30 mins of each other. This is mostly when watching live TV. As it is only once per day, it is quite hard to replicate and test on orther sources (apps on TV, NVidia etc.).

This issue did not happen on the replaced TV; one of the reasons for the new TV was to utilise eARC.

Any ideas? If a Sonos tech is available, the diag is 808361536.

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Corry P
Corry PAnswer
Sonos Staff
July 1, 2022

Hi @loobar23 

Thanks for your post!

There doesn’t seem to be any issues reported in the diagnostic - the relevant logs look no different than if you were just changing channels.

I recommend checking the TV for software updates, and also unplugging it from power for a couple of minutes.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
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loobar23Author
Avid Contributor I
July 20, 2022

So after removing all devices from the HDMI ports the problem persists. Same ten second outage when watching live TV or using an onboard app. Frustrating. 

Ken_Griffiths
Ken_Griffiths
July 20, 2022

So after removing all devices from the HDMI ports the problem persists. Same ten second outage when watching live TV or using an onboard app. Frustrating. 

Sorry to hear that you’re still having issues with this.

I assume you’ve already tried a different HDMI 1.4+ (heac supported) cable between the Arc and TV, in which case, it sounds like there is possibly a fault then, with either the TV, or the Arc.

I’m also assuming you’re using the latest firmware updates on both the Arc & TV aswell?

Maybe go back to the support desks for both Sonos & Panasonic and see if they can assist you further - or if you have another TV in the Home, you could try the Arc with that TV too perhaps?

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