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Stahlwalker
Contributor I
June 14, 2021
Answered

Sonos Arc and Apple TV 4k audio drop issues

I’ve had my Sonos Arc for 2 months now and just this past week it started dropping the audio on apps like Netflix, Hulu and HBO Max in my Apple 4k TV. For example the audio will play and then after the ad in Hulu when it comes back to the show the audio is gone. I don’t know why this just started up. 

I have a new tv Samsung QLED to go along with the new Sonos Arc, I’ve tested another Apple TV 4k device and had the same issues. 

Steps i’ve tried -

Factory reset of apple device

Swapped devices, issue on both

Changed audio on Samsung TV to Pass-through

Changed HDMI-eArcMode from Auto to Off 

Unplugged and plugged everything back in

Originally thought this was an apple issue but since it’s happening on 2 devices seems to be a Sonos or Samsung issue. 

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StahlwalkerAnswer
Contributor I
June 14, 2021

Oddly enough most issues I’ve seen request that you follow these steps, however I don’t know why in a new Samsung TV QLED that I would need to go down to Stereo 5.1 

  • STEP 1: Take your Apple TV remote and press Menu.
  • STEP 2: From the window jack that appears on your screen, scroll down to Settings and click on it.
  • STEP 3: Inside the settings menu, click the option called Audio and Video.
  • STEP 4: Now, you’ll be taken to the Audio and Video settings menu. Here scroll down and select the option called Audio Format.
  • STEP 5: Click on the only available option, Change Format.
  • STEP 6: Now, your Apple TV software will prompt you with a window where you should select Change Format again.
  • STEP 7: You’ll be taken back to the previous window. Here, scroll down and select the option New Format and switch it to Stereo.
  • STEP 8: Use your original TV remote and go to your television’s Audio/Sound settings.
  • STEP 9: Select the Audio OUT option and set it to Optical.
  • STEP 10: Make sure you select the option Digital Sound Out <PCM> under Optical.
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Rossco65
Contributor I
August 25, 2021

G’day Stahlwalker, Yep. It’s a brand new one. About a month old.  I forgot to mention that it also just goes to black and the sound continues. I have to turn the AppleTV off and on again to fix it.

StahlwalkerAuthor
Contributor I
August 25, 2021

@Rossco65 well that’s concerning. The new apple 4k tv 2nd gen is supposed to HDMI erac compatible. I’ve turned that feature off. It’s still a little finicky on my end but at least it gives me Dobly Atmos and all that. I was under the impression if I got the new one this would not be a problem. Idk 

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