Contributor I

Sonos Arc keeps disconnecting from Samsung TV when turned off

35 replies
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Hi all,

I'm hoping someone could help me. I've recently purchased a Sonos Arc and installed it yesterday. I did this by simply connecting the arc to my TV via HDMI arc. It was a bit hit and miss when connecting to my Samsung JU6400 series TV. It seemed to have problems when connecting with the Anynet+ (HDMI-CEC). Eventually, I got it working.

However, after turning the television into standby mode (off), it disconnects from the Sonos arc and I have to reconnect it all over again.

Any ideas as to why its doing this and anyway in which I can fix it?

Thanks all,

Adam

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Y

yutingchen

Lyricist I

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

matfau

Lyricist I

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

Retired Sonos Staff

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

Jmyers43

Lyricist I

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

Jmyers43

Lyricist I

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

WVR85

Lyricist I

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.

K

Kamifushou

Lyricist I

Has there been any solution for this problem? My sonos arc constantly is losing connection to the hdmi arc and when try to repair it always fails. I’ve reset the tv settings multiple time, turned off auto tv auto play, unplugged/plugged the bar in. All sometimes worked but inconsistent. My tv is an LG OLED 65B6P

W

WhiskeyRowe

Lyricist I

This has been reported and going on for 8 months. How is this still an issue? Is there a fix? It’s absurd to have a system this expensive that I have to unplug twice a day. It’s embarrassing.

R

Rodspencer

Lyricist I

Hi. I am having the same problem with my Sonos arc & new Samsung Q95T tv. Everytime I turn off the TV the e-arc connection is lost and Sonos is not reconnectingeven though I have not changed any settings.

here is the diagnostic id 2103091104

and the second one after restarting TV 743416679

can you please help?

/Spencer

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