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

A
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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!

AB

72 replies

C
Userlevel 2
Badge +1

I have now fitted an Orei HDA-935 all working perfectly now, no sound dropouts and no delays/black screens so the wife is happy as am I.

G
Userlevel 1
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The solution is something like the HdFury Arcana, VRRoom, Orei or Ezcoo switches with hdmi passthrough.

controlav
Userlevel 7
Badge +23

Disable frame matching on the Apple TV. On some TVs this will cause audio/video drift over time, which will cause occasional audible glitches when the TV tries to re-sync them.

Author of the leading independent Sonos app for Windows, the only Sonos app for Xbox, and a Sonos app for iOS
M

Disable frame matching on the Apple TV. On some TVs this will cause audio/video drift over time, which will cause occasional audible glitches when the TV tries to re-sync them.

Fors what I tested. Not working.

im just change atmos to 5.1 in Apple TV and looks that it’s working. 
A bit of a shame that it doesn't work, Dolby Atmos provides noticeably better sound, but it’s better than got nothing.

but for real… Sonos should shame itself that have big issue. Especially since they aspire to a brand like Apple… 

C
Userlevel 2
Badge +1

Had to remove the HDFury Arcana, wife did not like the delays/black screens so back to the dropouts now.

M

For me replacing hdmi to new 2.1 120Hz/4k , eARC, -  solved problem (between tv and atv). It unexpected, but working. Old cable was good too, but it seem not too good.

without any special devices.

just Lg oled c3, Apple TV 4K 3gen, and Sonos beam 2. 
no random interruptions in sound in Atmos or any other contents.

M

Cheap short 1 meter cable from Amazon.

https://www.amazon.de/dp/B0CQ58FBJ7

Few series and movies watched, zero problems as before.

😃

G
Userlevel 1
Badge

Will try the same cable as you. I have the same issue on both ATV4k and PS5

R
Badge

I’m having the same issue, and not just with Atmos movies, but with Atmos music from the Music app on AppleTV. Very frustrating. 

Corry P
Userlevel 7
Badge +18

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
AjTrek1
Userlevel 7

I’m very late to this thread. I’ve been a member of this community since 2015 and that’s not a long time compared to the tenure of other members.

However in my brief time in this community Samsung TV’s (IMO) have been mentioned more than other brands as a common thread with having issues with Sonos. BTW, that dates back to the Playbar even though it only used an optical connection. Since the introduction of CEC with HDMI ARC and eARC connection/audio issues IMO have proliferated.

The issue count  (again IMO) by brand in order of frequency seems to be Samsung, Sony and LG. The biggest complaint on LG being not allowing pass-through of DTS. That’s an odd one because at one time LG’s allow it, then stopped and I think now the newer models are once again allowing DTS pass-through. Also the LG “Picture Frame” pops up on occasion.

All said Samsung seems to be the leader with issues. To be fair maybe Samsung is the TV of choice which means more purchases equates to a higher number of incidents.

My final point being is that instead of focusing on the AppleTV 4K, the Arc and other devices in this thread…maybe the attention should be turned toward Samsung. I’m just saying…

Note: Full disclosure I own three (3) LG’s dating 2019 thru 2021. All have a Sonos Arc and AppleTV 4K connections. On one LG I have a Panasonic 4K Player that sends Dolby Atmos, DD 5.1 and DTS audio. I play Movies through the ATV direct from Apple and installed Apps for MAX (formerly HBO Max), Stars, and Paramount. Through my ISP I subscribe to the premium programming of Netflix and Amazon. Furthermore I have an older Sony Bravia with a Beam Gen 2 and ATV 4K using a HD Fury to get Dolby Atmos with no audio issues. The product I don’t use is Xbox. Otherwise I have no audio issues. Knock on wood. 😂

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

L15.11 didn’t solve the problem for me. 
 

According to Reddit posts the problem is Dolby MAT

 

The Apple TV sends out Atmos via Dolby MAT encapsulated in LPCM some TVs have a problem passing this through. Until recently the Apple TV and some Blu-ray players were the only devices using this method and with the Blu-ray players you can change from PCM to bitstream in the settings. Now more devices are using Dolby MAT and Rtings tests for LPCM and Dolby MAT passthrough in their latest reviews, not all TV's pass the test.

 

Since Sonos and Bose soundbars only have the one eARC HDMI their forums are full of posts about problems with LPCM. Most from Apple TV and gaming console owners.

 

C
Userlevel 2
Badge +1

Yes as I stated myself 6 months ago it is a Dolby MAT issue, however I have now refitted my HDFury Arcana so no more sound dropouts now, expensive fix I know but it works and for those who need multiple connections the Roofull 4k HDMI switch is known to play well with the HDFury Arcana. 

A
Badge

What did Sonos support say when you submitted a diagnostic, and called them with the number?

 

Sorry for my late reply. They didn't find anything wrong with the Arc. They said I should contact Apple. I asked them to write an email for proof that Sonos can't see anything wrong on their side and have done what they can. I  going to send the Apple TV in for service. I'll update you!

AB
M

I have same issue.

Using Apple TV 4K 3gen + Sonos beam 2 - dropping sound for 1 sec in random situation. Tested on Netflix in various settings.

when disconnecting Sonos and play sound from my LG OLED C3 - then everything is fine. No problems.

is there any solution for this ?

 

thank you

M

Spending extra money for this ? Its ridiculous…. Cheaper is unplug Sonos and listen Apple TV direct form tv….🤣

I thinks that’s any solution with settings after so long time. Strange. 😡

G
Userlevel 1
Badge

It depends on what system you have. In my case I have a Sonos 7.1.4 and the only way to get that is via an external hdmi source. Internal apps would get downscaled to 5.1.2.

 

other solutions is to avoid systems (like Apple TV 4K or PS5) that use Dolby Mat and use instead a Fire TV Stick 4k, which I personally dislike.

 

if you have an audio system < 5.1.2 then internal TV apps are totally fine.

M

I have only beam 2 + lg oled c3 + Apple TV 4K 3gen.

mostly use tv app but sometimes I must using ATV, 

And….

i like atv , I like controll through apple tv

R

I have exactly the same problem. So annoying …

Been through all that troubleshooting but nothing worked so far (except for switching to 5.1 - but that can't be the solution).

M

Again, just adding my voice to this thread. I’m also using Apple TV and Sonos and experiencing the audio drop outs. Have had to switch to 5.1 for it to work, but super frustrating given I invested in the Sonos kit specifically for Atmos, 

M

Anyone tested if 15.10 did address this problem (if it’s related to the popping sound some users have experienced)?

H

I have the same issue. Have tried everything. I too have resorted to turning Atmos off and using 5.1. It’s crazy having this issue considering how much we paid for the Sonos

B

Same issue with Atmos movies even when audio on Apple TV has been switched to 5.1. This is super frustrating, any updates about this recently!?

B

Same issue with Atmos movies even when audio on Apple TV has been switched to 5.1. This is super frustrating, any updates about this recently!?


Quick addition - maybe this is just an Apple TV movie issue? I never encounter this watching movies through Amazon Prime, Disney +, or Netflix apps on Apple TV. But I don’t know if all those apps use Dolby Atmos either? Either way, it makes watching movies with Dolby Atmos through Apple TV impossible with this setup. Again, I even switched audio output to 5.1 and it still happens. And for me, it’s easily a second of lost sound every few seconds 🤦‍♂️

C
Userlevel 2
Badge +1

No solution just the same ongoing issue which I have had all the time of owning the Beam gen 2 purchased shortly after the release. So I have been waiting a long time for a fix. 

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