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SAMSUNG QN95B - SONOS BEAM GEN 2 not connecting

Hello,

I recently bought Sonos Beam Gen 2 to use it as soundbar for my Samsung TV QN95B.

I followed Samsung’s step to activate eARC on HDMI ports and CEC.

I used a HDMI 2.1 cable to connect the soundbard to the television.

I used the third port in my TV (the one which has eARC).

 

I tried factory resetting both the TV and Sonos Beam Gen 2, nothing changed.

 

Still, I cannot connect at all my soundbard to the tv.

 

 

SONOS Beam gen.2 (specs):

SONOS OS: 2

Versione: 16.1 (build 78151070(

Versione Hardware: 1.35.1.12-2.2

ID serie: A203

 

Samsung QN95B (specs):

Codice modello: QE55QN95BATXZT

Versione software: T-PTMDEUC-1622.4, BT - S

 

Moderator edit: removed serial numbers

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10 replies

Corry P
Userlevel 7
Badge +18

Hi @Andrea Marconi 

Welcome to the Sonos Community!

We are presently investigating this issue with Samsung TVs connecting to Beams, though we have no estimation for when a fix might be made available.

In the meantime, rebooting the Beam and TV by unplugging both from power may help for a time, or connecting the Beam via the supplied optical adaptor will prevent issues but also restrict the available audio formats to PCM, DTS and Dolby Digital only.

I hope this helps.

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

Again, I have the same problem! Last time it took about 5 months for sonos to fix it and now it has broken again! 

A

 this is what I constantly get trying to Connect the sound bar to my television (sorry for Italian)

 

 

A

Hello,

i tried using the optical adapter but it doesn’t connect.

 

 

Corry P
Userlevel 7
Badge +18

Hi @Andrea Marconi 

The optical port is the black socket next to the ethernet socket - second from the left as you look at the back. It’s possible you are discounting it as an option as it has a little black plastic hatch which covers the socket. Just push the adaptor end into it, and it should push through the flap and click in. Please note that the plug has a flat edge, which should go to the top.

I hope this helps.

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

Hello, 

A

Hello,

thanks for the feedback and your details.

I tried again in the optical port but I got the same error.

It’s getting frustrating….

Airgetlam

What signal type is being sent through this optical cable? 

Bruce
Corry P
Userlevel 7
Badge +18

Hi @Andrea Marconi 

If you are getting the same error when using the adaptor, then I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

I hope this helps.

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

I had the same error. After speaking to Sonos the first time (chat) I was told to use eARC. I told the agent I had been using it with the SONOS supplied optical adapter for 6 months without issue. He persisted with his comment despite me also telling him that when the Beam goes into unresponsive state, even the APP can’t access it and I can’t play from standard Sonos services. Clearly didn’t understand that it was not an eArc problem. I escalated it and eventually got a call from a tech who followed the same line of thinking but at the end he could see the sense. After having to haul the TV off the wall, re do all my cables with him on the wall just to prove him wrong he eventually found a KB in their DB showing there’s a known issue and he lamented the new updates. 

it’s now again a week later and I have to keep rebooting my Sonos at least twice a day to watch TV.

No update from Sonos at all after I asked if I would be kept up to date.

As a user for more than a decade with multiple soundbars, Sub Play G2 Play 5s, Play 3’ this is incredibly disappointing. The hardware is solid but it seems the company is starting to lose quality.

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