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doddy1000
Contributor I
July 22, 2020

Sonos Arc keeps disconnecting from Samsung TV when turned off

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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35 replies

Show previous replies
WhiskeyRowe
Lyricist I
May 4, 2021

It’s always nice to post on the company message board about a problem and your frustrations with their expensive product and get ZERO response or feedback.  

    Stanley_4
    Stanley_4
    Grand Maestro
    May 5, 2021

    This is a community, user to user forum. Sonos staff presence can be a bit spotty.

    For  Sonos support you need to call in or use other methods on the Contact page for your country.

    Xander P
    Xander P
    Retired Sonos Staff
    May 5, 2021

    Hi @Rodspencer and @WhiskeyRowe,

    Issues such as this can sometimes be down to other HDMI devices interfering with communication between the Arc and the TV - would it be possible to test if this is the case by seeing if you continue to have problems with only the Arc connected to the TV?

    It may also be worth checking the CEC/Anynet + settings on your TV - if you have any settings relating to Power Sync/Auto Power Off, it may be worth disabling these also.

    If you’re still having issues, however, then as mentioned by Stanley_4 I would recommend reaching out to our Support Team via either live chat or phone call, as they have more tools available, and will be able to perform some live troubleshooting with you.

    Mundo2u
    Lyricist I
    May 23, 2021

    Hey this just happened to me.  I replaced the Hdmi Cable and it worked this morning going to keep monitoring seems it's a defective HDMI cable

      jagG
      Contributor I
      May 28, 2021

      Prior to submission I had been watching TV all evening with perfect sound via Sonos. Please don't route me back to the tele call center as I already had troubleshootEd 10+ times and Spent 15+ hors including both Sonos and Samsung call centers, yet Not resolved and Sonos wouldn't take Responsibility to fix the Persistent issue which has been open since n year.

      I then turned ONLY the TV off, after an idle time of about 2 hours, turned ON the TV to watch, Upon turning It, the ARC had lost its HDMI connection with the TV, no audio signal detected (even though nothing had changed in my system since a perfect connection, other than toggling the TV power off/on) . This is the persistent behaviour I am experiencing.

       

      Working Diagnostic 1618812137 - Not working Diagnostic 121305903

      My system status at point of submission was:

      • Samsung TV: ON, with volume unmuted at medium level

      • Samsung model number: UN50JS7000

      • Sonos connection used: HDMI ARC

      • HDMI connections: Chromecast, FireTV stick, Laptop, Sonos ARC 

      Sonos system: ARC plus 2 x One (Gen 2), all ON, connected to TV via its HDMI-ARC output

      Sonos App: Apple iOS: Running

      Let me  Know What Additional Information  You Would Need To Get This Rectified.

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