Contributor I

Sonos Arc dropping sound with HBO MAX

19 replies
2720 views

Hi,

About 2.5 months ago I bought a Sonos Arc to go along with a Sony A80J. Everything is great except one very specific situation. When watching on HBO MAX and the show is in Atmos the sound will cut out every few minutes. In my case, the sound will not come back unless I turn the television off or switch the audio source back and forth. However, once it is back it will cut out again a few minutes later. I can watch movies/shows in Atmos on HBO Max with the TV speakers without any issue. I don’t have any issues watching shows in Atmos on any other app (e.g., Netflix, Disney+) or in 5.1 on HBO MAX or otherwise. Any suggestions on how to fix this problem? It is really frustrating because I want to take advantage of the Arc when a show is available in Atmos.

Thanks for you help.

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G

GuitarSuperstar

Lead Maestro

Have you tried disabling eARC on your TV?

"Receive with simplicity everything that happens to you." - Rashi

M

mberzofAuthor

Contributor I

Hi,

Thanks for the suggestion. I have not tried this, but if I do disable eArc won’t I not be able to take advantage of the Atmos sound? I thought eARC and HDMI 2.1 were both required to receive Atmos sound.

G

GuitarSuperstar

Lead Maestro

You don’t always need eARC if you are using the TV’s native apps. eARC is mainly required to play Dolby Atmos from external devices like an Apple TV 4K or Blu-ray player.

"Receive with simplicity everything that happens to you." - Rashi

M

mberzofAuthor

Contributor I

I looked and eArc was off. I actually changed it to auto to see if that fixed the issue - it did not. I changed it back to off and still have the issue. I let the issue play out and it lasts for about 20 - 30 seconds and then the sound comes back. But, a few minutes later it will happen again. It happens at random times not always the same spot. Any other thoughts? I appreciate the suggestions.

H

hyunji456

Listener

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G

GuitarSuperstar

Lead Maestro

Can you post photos of your TV’s audio settings? Are you using the HDMI cable that came with the Arc?

"Receive with simplicity everything that happens to you." - Rashi

M

mberzofAuthor

Contributor I

Sure. Here are the photos. Let me know if you were wanting to see something different. I just switched out the HDMI cable to one that is much more expensive. But, the problem persists.

G

GuitarSuperstar

Lead Maestro

Try changing A/V Sync to Off, Digital Audio Out to Auto 2, and set Pass Through Mode to Auto. Test each setting individually and try different combinations to see if it makes a difference.

"Receive with simplicity everything that happens to you." - Rashi

M

mberzofAuthor

Contributor I

Thanks for the additional suggestion. so, far I have tried:

A/V Sync to Off - still problem

Auto 2 - still problem

Pass Through Mode to Auto - still problem

I will try combinations and let you know if I find a different result.

M

mberzofAuthor

Contributor I

As an update: I called Sonos support today who indicated the issue is with the TV (i.e., Sony). I called Sony who changed the settings by changing the audio from Dolby Digital Plus to Dolby Digital. This seemed to “fix” the issue on HBO Max but it did so by preventing me from hearing in Atmos. So, a solution but not a great solution. I just have to hope Dolby Digital 5.1 through the Arc is better than Atmos through my TV. I’ll change back to DD+ when watching other apps. At this point, unless HBO Max comes out with a patch, I’m not sure what else to do.

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