I am streaming with a hardwired (1Gb/s) Nvidia Shield Pro passthrough to a TCL 65QM851G TV. My new Sonos Arc Ultra is plugged into the eARC port of the TV and the TV is set to passthrough to the Arc Ultra. I also have a pair of ERA100’s for surrounds. The Sonos gear is connected to a 5G wifi network. The system plays/streams PCM stereo content with no issue but when I stream any type of Dolby content (Dolby Atmos or Dolby Plus 5.1) it plays awesome for about 5 minutes then the sound starts to drop out very briefly about every 1-2 seconds. If I pause the stream for a couple seconds and restart it, the cycle repeats, 5 minutes of awesome sound then the dropouts restart. What can I do to rectify this issue?
Shield Pro and Arc Ultra Dolby Sound Briefly Cutting Out
I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. Don’t post the resulting diagnostic number here, their lawyers get sensitive about GDPR.
There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.
When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.
Support is likely your best bet but you could try a few things to see if they make a difference.
Check what format your stereo stream is, if it is lossless, HD or UHD then it is using close to what an Atmos stream does. If it isn't then select a source that is and see if the issue returns.
Check the Network section of Settings for each speaker to see the quality of the link. Might be an issue with one poor link causing issues.
I have the same problem with a Shield Pro and TCL C765 and a Samsung HW-Q60OF soundbar. The problem is excactly like yours. It works fine when the Shield is connected to the soundbar directly but not when it is connected to the tv. Did you find a solution?
OK, so after a few calls with the Sonos support group the Arc Ultra is working fine using just the TV with the Arc Ultra. I still get sound glitches when passing sound from the Shied Pro through the TCL TV to the Arc Ultra. I can connect my Shield Pro directly to the Arc Ultra using the HDMI port but then I would have no way to get video signal to the TCL TV, so that is rather pointless ...
Can you split the HDMI output from an Nvidia Shield Pro to both a TV and an Arc Ultra?
Why would you? To my knowledge, the NVIDIA Shield Pro doesn’t output an ARC signal that the Sonos Arc Ultra needs to be able to “play” sounds. That signal comes (usually) from the electronics in the TV.
I have the same problem with my arc ultra and sonos ones as surround connected to a TCL QM8K. Mine takes 10-15 minutes to become an issue. I submitted a diagnostic to Sonos during the issue and was told everything looked ok. Same temporary fix by pausing or rewinding
I moved the arc ultra to a LG G4 and played the same video files (4K MKVs via Plex) and had no issues (hours of play time).
My arc ultra using eARC from my QM8K has issues with ANY device that outputs Dolby Atmos. I used to have issues with Netflix doing Dolby digital 5.1 but that seems to have fixed itself at some point. (Xbox one X, PC with AMD or Nvidia GPU, and I tried a second Shield Pro)
I've submitted a claim with TCL and done all kinds of diagnostics and have not gotten closure (going on 8 months now).
I can "fix" the issue by forcing all multichannel audio to be PCM but that defeats the purpose of getting an arc since you lose all spatial information...
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