Sonos Arc gives no sound with DTS Surround 1.0

HI @bradslk,

This is a strange one in the fact the app shows it’s receiving DTS but not playing it, it sounds like something is not being passed correctly.

I’d recommend submitting a diagnostics then reaching out to our support team, as they have the necessary tools to help troubleshoot and resolve this issue.

I hope this helps!

A long and frustrating chat with first level support to no solution. I can’t understand why support doesn’t just try it at your end, instead of making me recable my setup to see if that helps. This is not a trivial process with a wall mounted TV.

Hi @bradslk,

I’ve had a look into the chat you have with our support team and see that you’re using a HDMI-Splitter. While this type of setup can work with Sonos, it’s not supported and can cause issues. 

The step provided by the last agent is what I’d suggest as well, trying with the Nvidia Shield and Sonos Arc connected to the TV rather than via the HDMI splitter then checking if you’re still receiving no audio with DTS Surround 1.0.

There may be other users on the community with some more insight into the type of setup you’re running, but if you’ve tried the above and are still having issues, you should reach back out to our support team for further troubleshooting.

I have the exact same problem. Mine is with the Beam (Gen1) and the Playbar.

playbar connected to a Samsung TV (Direct, Already ruled out the splitter although that causes no issues)
Beam Gen1 connected to a Sony A80J TV, connected Directly to a Sony 4K bluray player via arc port on TV. All other supported formats work fine.

The S2 app says its DTS Surround 1.0. If I change to the TV speakers I get sound so I know the signal is being sent

I have updated to the latest version of the Software

@DBrowne, welcome to the Sonos Community!

While you’re running into the same issue, it’s likely caused by something else, as you don’t seem to have the same setup as bradslk does.

As suggested before, I’d recommend you submitting a diagnostics then reach out to our support team to troubleshoot.

So you’re still not going to just try it yourselves, but instead force a customer to do your work for you. Recabling a wall mounted setup is not trivial; neither is putting it back again.

It is quicker for me to extract the audio, convert it, and remultiplex it back into the video files, which I have for the mono movies.

I rate the support from Sonos as very poor.

I have no issue with any format other than DTS 1.0. 5.1 is just fine.

Sorry I thought you were referring to the DTS 5.1 (lossy) audio codec .. maybe it’s something to do with compression and the audio source - so do you know if the source is a lossy or lossless format? I’m just thinking it perhaps may not be a supported audio format? 

I’ve only seen DTS 5.1 (lossy) mentioned as being supported by Sonos and obviously all the Dolby Digital lossy and lossless formats.

Have you perhaps tried outputting the audio as PCM instead from the Shield source device to see if that will work for you? 

It’s lossy. The Shield is configured to get the list of supported formats from the Arc, and will convert if needed. If the format isn’t supported, then the Arc should say so, so teh Shield can manage the conversion.

I don’t want to have to reconfigure this to a manual setting and muck up all the other formats; nor do I see why I should have to. When I worked in support, and someone reported a bug, the first thing I did was try it myself.