Sonos Arc keeps disconnecting from Samsung TV when turned off

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Simon B
Userlevel 6
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Hi @YoeF, Thanks for reaching out and welcome to the community. Thanks for bringing this up and we understand where you're coming. I appreciate you taking the time to submit the diagnostic report. Regarding your concern, upon checking on the diagnostic report that you’ve sent. I saw both the diagnostic reports. and saw that the Sonos Arc was missing and it went back on the diagnostics. I’m thinking it could be interference between the Apple TV and the Sonos Arc. I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps.  

Let us know how you get on with the advice above.

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Y

Got a Samsung TV ( UA65JS9000K) as well and AppleTV (latest model) connected with same issues ! AppleTV is my main source so that’s a problem! Any ideas on how to tackle ?! Diagnostic 1413822577 with Arc disappeared and 660101713 with arc manually reconnected (via restart). router is eero - have a dozen other Sonos and no issues there. 

 

D

No I haven’t contacted Samsung. From looking on the internet there’s a large number of people with problems with LG/Samsung’s teles and HDMI CEC issues. Going to stick with having the chromecast disconnected and only plug it in on the occasions I need to use it. 
 

Don’t think my next tv will be a Samsung though. Will do some under in-depth research before buying a new one to avoid such problems as this! 

Once again thanks for the tip. 

Simon B
Userlevel 6
Badge +16

Hi @doddy1000, thanks for the update. I appreciate you taking the time to submit the diagnostic report. Upon checking the diagnostic report. I was able to see that everything is all good with the Sonos Arc. it shows it was online and connected. I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps to this issue. 

Let us know how you get on with the advice above.

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D

Hi @doddy1000, Thanks for reaching out and welcome to the community. Regarding your concern about the TV being disconnected to the Sonos Arc after turning off and on, I’ll ask you to submit a diagnostic report before turning off the TV and after turning it back on to compare and for us to further investigate what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this issue. 

Let us know how you get on with the advice above.

We're here to answer any further questions you have.

Hi Simon,

 

I have submitted two Sonos diagnostic reports as requested. The reference numbers are: 1427088647 (this is with the TV being already on) and 2046687075 (this is with the TV being turned off and on again).

 

Many thanks and I look forward to hearing from you.

 

Adam

D

Had the exact same thing regarding the TV only connecting when unplugged/plugged back in. I'm glad disconnecting the Chromecast worked for  used too.

I too also use my Chromecast rarely so it's not the end of the world, but, it is still slightly frustrating for when I will want to use it. 

Have you contacted Samsung about the issue? I have done so several times and they refuse to admit fault. They have admitted that there is something strange happening. However, they want me to fork out the bill for this as my TV is no longer in warranty! How nice of them!

D

Hi Doddy thanks for the tip. Have the same issue with a Samsung tele. Was having to pull the plug out to get it to reconnect which is fairly drastic.
 

Removing the barely used chromecast from its HDMI slot has fixed it. Would rather Samsung/sonos had a permanent fix but it works for the moment. 

Simon B
Userlevel 6
Badge +16

Hi @doddy1000, thanks for the update, Regarding your concern, what I’m thinking is that there could be interference on both devices that are connected through HDMI ports at the same time which uses Anynet+. ’ll ask you to submit a diagnostic report before turning off the TV and after turning it back on to compare and for us to further investigate what could be causing this issue.

Let us know how you get on with the advice above.

We're here to answer any further questions you have.

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D

So, I think I have worked it out. I have unplugged my Chromecast which was being picked up by the Anytime+ settings on my TV and since then my Sonos arc has not disconnected at all. However, I don't want to keep my Chromecast device unplugged all of the time.

 

Any ideas?

Thanks!

Simon B
Userlevel 6
Badge +16

Hi @doddy1000, Thanks for reaching out and welcome to the community. Regarding your concern about the TV being disconnected to the Sonos Arc after turning off and on, I’ll ask you to submit a diagnostic report before turning off the TV and after turning it back on to compare and for us to further investigate what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this issue. 

Let us know how you get on with the advice above.

We're here to answer any further questions you have.

Help others find useful content by clicking the like button and selecting the best answer to your question
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