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drtishlv
Contributor I
November 25, 2022
Answered

Sonos Arc keeps getting Disconnected from Samsung Terrace TV

Sonos Arc is connected to Samsung 65inch Terrace TV thru eArc.. When the TV is turned off the Sonos Arc gets diconnected and is not visible to the TV in the settings. I have to unplug the HDMI from the Sonos than plug it back in and the Sonos works again.. What can I do to fix?? 

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Jamie A
Jamie AAnswer
Sonos Staff
November 29, 2022

Hi @drtishlv, welcome to the Sonos Community!

Were you able to resolve this issue following the last step provided by @GuitarSuperstar? 

To further add to his question regarding what is connected to the TV, could you also let me know how you’re powering the TV off? Are you powering it off at the wall or are you just using the power button on the TV remote, does the Arc disconnect for both of these options or only one? 

As this issue seems reproducible, it would be worth submitting a diagnostics right after the issue occurs and getting in touch with our support team as they have the tools necessary to troubleshoot this issue.

I hope this helps!

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6 replies

GuitarSuperstar
Lead Maestro
November 25, 2022

Be sure Anynet+ is enabled in the TV settings, and use the HDMI cable that came with the Arc.

"Receive with simplicity everything that happens to you." - Rashi
    drtishlvAuthor
    Contributor I
    November 26, 2022

    Both Anynet+ is ON and using the HDMI cables that came with the Sonos.. 

    GuitarSuperstar
    Lead Maestro
    November 26, 2022

    Try disabling the eARC setting in the TV settings to see if it makes a difference.

    Is there anything else connected to the TV?

    "Receive with simplicity everything that happens to you." - Rashi
    Jamie A
    Jamie AAnswer
    Sonos Staff
    November 29, 2022

    Hi @drtishlv, welcome to the Sonos Community!

    Were you able to resolve this issue following the last step provided by @GuitarSuperstar? 

    To further add to his question regarding what is connected to the TV, could you also let me know how you’re powering the TV off? Are you powering it off at the wall or are you just using the power button on the TV remote, does the Arc disconnect for both of these options or only one? 

    As this issue seems reproducible, it would be worth submitting a diagnostics right after the issue occurs and getting in touch with our support team as they have the tools necessary to troubleshoot this issue.

    I hope this helps!

    drtishlvAuthor
    Contributor I
    November 29, 2022

    Thanks for getting back. Still having issues. I turn the TV off just by using the power button on the remote.. How do I go about submitting a diagnostics.. 

    Airgetlam
    Airgetlam
    November 29, 2022

    Click on the underlined words ‘ submitting a diagnostic’ in @Jamie A ‘s post, and you’ll be taken to an FAQ that explains how to do that. 

    Bruce
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