Sonos Arc keeps disconnecting from Samsung TV when turned off

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35 replies

M

Hello, same problem here with a Samsung + Apple TV 4K + Arc frame. No sound after 2 or 3 days of use, I have to unplug/plug the power cord to turn it on again.
Do you have a durable solution?

 

Simon B
Userlevel 6
Badge +16

Hi @matfau, Thank you for reaching out and welcome to the community. Thanks for bringing this up and I know where you’re coming from. About your concern on your Sonos Arc that keeps on disconnecting with your TV. I’ll ask you first to submit a diagnostic report for us to investigate further what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this issue. So that I can check the status of your whole Sonos system.

Let me know your thoughts with the advice above.

If there is anything else you need, please, let me know.

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J

Happy to find this group. Having the exact same issue with a Samsung TV, although no Chromecast is connected. Everything sets up fine, but as soon as you turn the power off, it all disappears.  It seems like plenty of others have had the same issue and I'm curious as to whether their issues were resolved because I'm ready to pack the system back up and return it.

Y

I was so struggle after bought arc, one sl and sub. It’s disconnected to my samsung tv everyday when i turn off the tv. The only way to have it back is to unplugged all other hdmi connection to my tv. But thats not supposed to be the solution for long run right? Please advice me what should i do? 

M

Hi @matfau, Thank you for reaching out and welcome to the community. Thanks for bringing this up and I know where you’re coming from. About your concern on your Sonos Arc that keeps on disconnecting with your TV. I’ll ask you first to submit a diagnostic report for us to investigate further what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this issue. So that I can check the status of your whole Sonos system.

Let me know your thoughts with the advice above.

If there is anything else you need, please, let me know.

Hi Simon, thank you for your concern. The confirmation number is 363835780;

Hope you find the solution soon !

Simon B
Userlevel 6
Badge +16

Hi @matfau, thanks for the update and for submitting a diagnostic report on this issue. Upon checking the information. It shows Interference and Audio dropouts on the Sonos system. and since you'd id some necessary troubleshooting steps, but the issue persists. I need you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps.  They may ask for other troubleshooting steps, but If it still doesn't work, then they may need to escalate the issue. 

Let us know what you have in mind 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
J

My issue is somewhat related, I constantly have my Sonos arc disconnect in the middle of anything that I am doing on my Samsung TV. Does it maybe once every 15 min and sometimes more if something happens like a new episode of a show starts. Replugging hdmi, replugging power, basically any form of reset is required to bring the sound back, but the fastest way i have found is that i have to turn the TV off and back on again every single time. 

Airgetlam

Sounds like a problem in the CEC layer of the TV. Have you checked the TV for firmware updates? Which particular Samsung is it? There’s several threads in the Home Theater area about the difficulty Samsung is having in tracing down the issue in their various TVs. I’ve seen a thread that talks about the Frame series, and a firmware update that hasn’t been released to all regions yet. Have you contacted Samsung to ask them about your issue?

Bruce
J

Sounds like a problem in the CEC layer of the TV. Have you checked the TV for firmware updates? Which particular Samsung is it? There’s several threads in the Home Theater area about the difficulty Samsung is having in tracing down the issue in their various TVs. I’ve seen a thread that talks about the Frame series, and a firmware update that hasn’t been released to all regions yet. Have you contacted Samsung to ask them about your issue?

You know I would maybe agree that it was the TV if it weren’t for the fact that I used to have another Sonos arc on this TV that never once had this issue. Also its the latest Samsung 8K so the features on it aren’t exactly low end either. This issue never happened a single time for the months that I had the last Sonos ARC. My wifi is flawless as well but again the only thing that changed since the last arc was the new one.

W

My Sonos Arc worked perfectly for 2 months. Since three weeks arc did no longer connect to tv. I still had the screen with the black and white figures but sound was no longer transferring. Got a notification in the app that speakers were no longer connected (hdmi issue) and the app proposed to solve the problem by reconnecting the speaker to the tv, which didn’t work. Only solution was to cut the power from the tv. This would make it possible to reconnect the tv to the soundbar. After half a day or so the connection would again be lost. Realised after two weeks that I had only made one change, I had connected my chromecast to a spare hdmi port of my tv. I have since pulled the chromecast from the tv and no longer have had any issues. I have no idea why but apparently the chromecast even though I was not using it, would interfere somehow with the tv-Sonos connection?!? Tv is an older mode Samsung.

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