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Arborg
Arborg
Contributor I
April 29, 2023

Random 1 sec audio drop when playing Dolby Atmos from Apple TV 4K

  • April 29, 2023
  • 72 replies
  • 10995 views

Hi. I've seen some people describing loud sound pop and Audio loss when playing Dolby Atmos from Apple TV 4K and Sonos Arc. I don't experience loud pop, but I do experience Audio loss for approx. 1 second at random places when watching content with Dolby Atmos.

My setup in short is: Apple TV 4K -> [Belkin High-Speed 4K/8K cable] -> Samsung QE75 [eArc] <- [Sonos cable] Sonos Arc (WiFi: One + One SL + Sub )

I've been in contact with Sonos support Norway, and we've done some troubleshooting, but we haven't found a solution yet.

My observations so far:

  • Sound drops out for 1 second when playing content with Dolby Atmos from tv, HBO Max or Netflix from Apple TV 4K.
  • Sound does NOT drop out when playing content with Dolby Atmos from tv, HBO Max or Netflix directly from Samsung TV.
  • Once Dolby Atmos sound completely disappeared when I was watching a movie with Dolby Atmos. Every content I played from Apple TV with Dolby Atmos consistently had no sound. Tried tv, HBO Max, Netflix and demo video on Dolby Summit. Got sound back when playing content with 5.1. If I went to Apple TV > Settings > Video and Audio > Audio Format > Immersive Audio > and turned off Dolby Atmos, I got the sound back on the content where Dolby Atmos didn't work. I switched back and forth on this several times. If I turned on Dolby Atmos, the sound disappeared again. I didn't get sound with Dolby Atmos until I restarted Apple TV. Diagnosis number from when this happened: 518945904.
  • Still, the sound drops out for 1 second randomly when I watch content with Dolby Atmos, e.g. The Last of Us on HBO Max. Sometimes 19 minutes into the episode. Other times 26 minutes or 50 minutes into an episode.
  • I've recorded an audio clip where you can hear the sound dropping out for 1 second. It happens very quickly, but is very annoying.
  • I don't know if it has any correlation, but I have a feeling it happens when there is a sudden change in the sound image, e.g. going from silence to music or talking.
  • I haven't noticed songs with Dolby Atmos dropping out when playing from Apple Music or TIDAL.
  • Sonos asked me to remove the Ethernet cable from the Arc. I have also tried with the Ethernet Cable out and turning off WiFi on the Arc. No difference. Audio drop still there. As i write this Arc is connected with Ethernet.


Some recent diagnostics (04.29.23):
150497503

931202808

1971558742

 

My Apple TV 4K:

(3rd generation) Wi-Fi + Ethernet. A2843 (128 GB). tvOS 16.5. Resolution 2160p UHD - 60Hz HDR10 4:2:0.

 

My Video and Audio settings on Apple TV 4K:

 

Video:

  • Format: 4K HDR (HDR10+)
  • Use HDR+: Enabled
  • Chroma: 4:2:0
  • Match content: Off
  • HDMI Connection: Good. (Apple TV 4K is connected to HDMI (not e-Arc port) Samsung with a Belkin UltraHD High-Speed 8K/4K 2m HDMI cable)

Audio:

  • Audio Output: TV Speakers
  • Audio Format: Auto, Atmos Available
  • Reduce Loud Noise Sounds: Off
  • Audio Mode: Auto

Calibration:

Wireless Audio Sync - not used

 

My Samsung 75-inch TV:

 

Model code: QE75Q80TATXXC

Software Version: T-NKMDEUC-2401.1, B0052220/B60202, BT - S

 

Sound settings:

Sound Output: Receiver (HDMI-eARC)
HDMI-eARC Mode: Auto (only Auto or Off)
Digital Output Audio Format: Pass-through
Digital Output Audio Delay: 100 (default)
Dolby Atmos Compatibility: Turned on

Sonos Arc is connected to the eARC port on the Samsung with the HDMI cable that came with the Arc.

I also have a PS5 connected to the TV.
 

My Sonos setup for surround
 

About My System:

Sonos Arc:
Living Room Status: Connected
Sonos OS: S2
Version: 15.3 (build 72240060)
Hardware Version: 1.27.1.8-2.2
Series ID: A100
IP Address: 10.0.0.3
Audio In: Dolby Atmos
WM: 0 (currently connected with Ethernet)

Arc settings:

EQ: Bass and Treble at 0. Loudness On.

Trueplay: On

Surround Audio: TV level: 0. Music Level: -4. Music Playback: Ambient.

Spatial Music: On

Home Theater:

TV Autoplay: On

Ungroup on Autoplay: On

TV Dialog Sync: 0 (default)

Group Audio Overlay: Low (default)

 

The Arc is connected to:

Sonos One: Living Room (LS)
Status: Connected
Sonos OS: S2
Version: 15.3 (build 72240060)
Hardware Version: 1.21.1.8-2.2
Series ID: A100
IP Address: 10.0.0.12
WM: 1 (not possible with Ethernet in my current setup)

 

Sonos One SL: Living Room (RS)

Status: Connected

Sonos OS: S2 Version: 15.3 (build 72240060)

Hardware Version: 1.26.2.3-2.2

Series ID: A300

IP Address: 10.0.0.9

WM: 1 (not possible with Ethernet in my current setup)

 

Sub: Sub

Status: Connected

Sonos OS: S2

Version: 15.3 (build 72240060)

Hardware Version: 1.32.1.4-2.2

Series ID: A200

IP Address: 10.0.0.10

WM: 1
 

I have seven other Sonos speakers placed in other rooms in my apartment, but the surround setup above are the only selected speakers in the app when the sound drops.
 

Sonos system settings:

Audio Compression: Automatic

Network: SonosNet Channel 1



I hope Sonos support and the Sonos Community find something useful from this!

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72 replies

Show previous replies
Tafsern
Lyricist III
July 22, 2023

I've had this problem for over a year. Calling Sonos support is a dead end. So is calling Apple. 

I get 1-2 seconds without sound several times during movies rented on Apple Movies etc. 

The only solution so far is turning off Atmos and put it on Dolby 5.1 (on Apple TV). 

 

It's a total mess and it's so frustrating that these companies cannot sort this out togheter. It affects thousands of users. 

dsaponaro
Trending Lyricist I
July 28, 2023

Same issue here.  Arc, Sub, 2 X Era300’s, Apple TV, Samsung Frame TV 2022. Random sound drops for approximately 1 second or less.  Happens 3 or 4 times over the course of a 2 hour movie.

 

At a loss of what to do as the Atmos sounds amazing but the drop outs ruin the experience when it happens.

Tafsern
Lyricist III
July 28, 2023

Same issue here.  Arc, Sub, 2 X Era300’s, Apple TV, Samsung Frame TV 2022. Random sound drops for approximately 1 second or less.  Happens 3 or 4 times over the course of a 2 hour movie.

 

At a loss of what to do as the Atmos sounds amazing but the drop outs ruin the experience when it happens.

 

You got to set Apple TV to Dolby 5.1 instead. Sadly only solution I've found and I've been looking for a solution to keep atmos for over a year. 

dsaponaro
Trending Lyricist I
July 28, 2023

Same issue here.  Arc, Sub, 2 X Era300’s, Apple TV, Samsung Frame TV 2022. Random sound drops for approximately 1 second or less.  Happens 3 or 4 times over the course of a 2 hour movie.

 

At a loss of what to do as the Atmos sounds amazing but the drop outs ruin the experience when it happens.

 

You got to set Apple TV to Dolby 5.1 instead. Sadly only solution I've found and I've been looking for a solution to keep atmos for over a year. 

 

I certainly understand your point but not sure if turning off Atmos is necessarily a solution.

Tafsern
Lyricist III
July 28, 2023

Same issue here.  Arc, Sub, 2 X Era300’s, Apple TV, Samsung Frame TV 2022. Random sound drops for approximately 1 second or less.  Happens 3 or 4 times over the course of a 2 hour movie.

 

At a loss of what to do as the Atmos sounds amazing but the drop outs ruin the experience when it happens.

 

You got to set Apple TV to Dolby 5.1 instead. Sadly only solution I've found and I've been looking for a solution to keep atmos for over a year. 

 

I certainly understand your point but not sure if turning off Atmos is necessarily a solution.

It does not fix the reason it is happening, but it doesn't make the sound disappear in a movie. And it doesn't really sound that different :)

If you find a real solution that keeps atmos, post it right away!

dsaponaro
Trending Lyricist I
July 28, 2023

Same issue here.  Arc, Sub, 2 X Era300’s, Apple TV, Samsung Frame TV 2022. Random sound drops for approximately 1 second or less.  Happens 3 or 4 times over the course of a 2 hour movie.

 

At a loss of what to do as the Atmos sounds amazing but the drop outs ruin the experience when it happens.

 

You got to set Apple TV to Dolby 5.1 instead. Sadly only solution I've found and I've been looking for a solution to keep atmos for over a year. 

 

I certainly understand your point but not sure if turning off Atmos is necessarily a solution.

It does not fix the reason it is happening, but it doesn't make the sound disappear in a movie. And it doesn't really sound that different :)

If you find a real solution that keeps atmos, post it right away!

I don’t know.  I wouldn’t say it doesn’t really sound that different though.  Atmos content, at least in my set up, sounds pretty great.  Both movies and music.  Much better than 5.1 in my opinion.  And certainly since Atmos is being touted as such a significant feature of the Era 300’s as well as the Arc I’d still say there needs to be a proper fix.

Tafsern
Lyricist III
July 28, 2023

Same issue here.  Arc, Sub, 2 X Era300’s, Apple TV, Samsung Frame TV 2022. Random sound drops for approximately 1 second or less.  Happens 3 or 4 times over the course of a 2 hour movie.

 

At a loss of what to do as the Atmos sounds amazing but the drop outs ruin the experience when it happens.

 

You got to set Apple TV to Dolby 5.1 instead. Sadly only solution I've found and I've been looking for a solution to keep atmos for over a year. 

 

I certainly understand your point but not sure if turning off Atmos is necessarily a solution.

It does not fix the reason it is happening, but it doesn't make the sound disappear in a movie. And it doesn't really sound that different :)

If you find a real solution that keeps atmos, post it right away!

I don’t know.  I wouldn’t say it doesn’t really sound that different though.  Atmos content, at least in my set up, sounds pretty great.  Both movies and music.  Much better than 5.1 in my opinion.  And certainly since Atmos is being touted as such a significant feature of the Era 300’s as well as the Arc I’d still say there needs to be a proper fix.

I haven't got the Era's, but I see your point. The loss of sound in movies kills the mood for me. 

Wolfsmith
Lyricist I
July 30, 2023

I have the exact same issue when using atmos on my Apple TV, samsung TV, and Sonos Arc. 1 second audio drop offs randomly. It really does take you out of the immersive experience. I found that if you switch to 5.1 it stops, but why would you buy a ridiculously expensive equipment like Sonos if you can’t use all its features?

Tafsern
Lyricist III
July 30, 2023

I have the exact same issue when using atmos on my Apple TV, samsung TV, and Sonos Arc. 1 second audio drop offs randomly. It really does take you out of the immersive experience. I found that if you switch to 5.1 it stops, but why would you buy a ridiculously expensive equipment like Sonos if you can’t use all its features?

It's frustrating, not going to lie. But since Sonos, Apple and Samsung really doesn't acknowledge the problem, it's not much to do other than set it to 5.1. Sadly. :/

 

TV OS 17 doesn't help either. 

Corry P
Corry P
Sonos Staff
July 31, 2023

Hi @Tafsern & @Wolfsmith 

If you haven’t tried it already, the first step I would always take with TV audio interruptions is to reboot the TV by removing power for at least 2 minutes. This restarts the TV’s software in a way that Standby does not achieve, and can often fix such issues.

I hope this helps.

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