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Panasonic TX-65JZ1500 and Arc Audio Drop

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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 PAnswer

Sonos Staff

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

106rallye

Does this also happen when you only use ARC? Do you really need eARC - at this time you do not need eARC for sound if you do not use external players.

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loobar23Author

Avid Contributor I

I have a Shield connected so do need eARC for Atmos etc.

Corry PAnswer

Sonos Staff

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

Hi Corry P. I’ve been in contact with Sonos support and they assure that there is a problem with audio received from the TV unit. At present I am in quandry, is it the TV or is the Arc. Have tried with a Beam, and no issues, so suspect the Arc maybe the issue.

Sonos support wish to go through all the checks again but I think I’ve proved a point (at least to myself).

Corry P

Sonos Staff

Hi @loobar23

Given that the issue only happens when watching received TV channels - please let me know if that is no longer the case - you cannot discount even the weather. I would assume that CEC issues would be repeated despite the model connected to the TV - perhaps switching back to the Arc would now find no issues with it either? In addition, our handling of your case went a bit wayward at the end there - apologies. Therefore, I have arranged for a more senior technician to look over your existing case and you should hear from someone in the next day or two.

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

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loobar23Author

Avid Contributor I

Hi Corry, the conclusion of the senior tech is that the fault is with the TV, no suprise there. And the conclusion of Panasonic is that the fault is with the Sonos Arc. And no suprise there either.

Unfortunately there is no stock to swap the TV, so would have to go back. for a refund, which is unfortunate as the picture quality is excellent.

The issue only ocurrs with live FreeView TV, and the inbuild apps. No issue for attached devices such as Fire or Shield. I want to use the inbuilt iPlayer app as BBC have released UHD content, so it makes sense to use that as the pic quality is excellent.

It does not seem to have the issue on the satellite reception, but the TV lacks Freesat EPG so is not a great solution.

Corry P

Sonos Staff

Hi @loobar23

That certainly sounds frustrating! I can only say that the Arc would have no idea where the source of the audio is, so wouldn’t know how to only misbehave for the in-built apps and TV reception - it does sound like the TV is at fault. Was your Panasonic support case escalated to a higher level too?

Unfortunately there is no stock to swap the TV, so would have to go back. for a refund, which is unfortunate as the picture quality is excellent.

Been there - I had a TV that broke the day before the warranty ran out. A close call, but Amazon had no spares to replace it with and I ended up buying another brand from a store immediately. I ended up hating the TV I got for years - don’t make the same error I did! Choose just as carefully as you did last time.

I don’t see why your nVidia Shield wouldn’t be able to play UHD on iPlayer. With AI-upscaling enabled, you might not even need more than standard HD to get the same perceived quality, saving you some bandwidth. I too have a Shield, but am avoiding BBC services so that I don’t actually require a TV license, so I am unable to test this for you. It just occurred to me that I don’t have a 4K TV either.

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

Ken_Griffiths

Hi Corry, the conclusion of the senior tech is that the fault is with the TV, no suprise there. And the conclusion of Panasonic is that the fault is with the Sonos Arc. And no suprise there either.

Unfortunately there is no stock to swap the TV, so would have to go back. for a refund, which is unfortunate as the picture quality is excellent.

The issue only ocurrs with live FreeView TV, and the inbuild apps. No issue for attached devices such as Fire or Shield. I want to use the inbuilt iPlayer app as BBC have released UHD content, so it makes sense to use that as the pic quality is excellent.

It does not seem to have the issue on the satellite reception, but the TV lacks Freesat EPG so is not a great solution.

Did the Sonos Engineer get you to disconnect all ‘other’ TV HDMI-connected devices (Shield/Cable box etc?) to eliminate it was not those devices attempting to steal the CEC focus away from the TV/eARC connection?

If that’s not been tried, I would perhaps give that a go, particularly as the issues reported are intermittent, which is a classic sign for that type of problem - it is easy to solve too.

After removing all other connected devices, I would also power off the TV and Arc at the wall for 3 minutes, before testing, as that will resolve any HDMI handshake issues. See if the TV inbuilt Apps then work without issue.

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loobar23Author

Avid Contributor I

Ken, thanks for the info. I have indeed done that, though I did not unplug the TV and Sonos after doing so. So I might as well try that. Its frustrating to test, as it could require the TV to be on for one hour before doing it.

On iPlayer UHD, it seems only certain devices have this working, and mostly are TV manufacturers. There is no UHD on iPlayer on the Shield - for eg Wimbledon was in UHD on the Panasonic but not Shield or Fire.

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loobar23Author

Avid Contributor I

Shame I have no one near by with an Arc, so that I can rule it in or out.

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