Sonos Arc Ultra and Sky Q

Could be something with the CEC although you said you updated all devices. That said when you spoke to Sonos did they have a diagnostic to review? If not I’d run one within 10 minutes of the next occurrence. Make note of the reference ID (do not post in the community) and call Sonos Tech support. If you’ve already submitted the diagnostic on the first call then try changing the cables.

Unlikely (but not impossible) to be an issue with the Arc Ultra. 

I’d try a few things. First, check your TV for updates, and apply them. (I know, you said you’ve done so…check anyway…) Then reset the CEC (ARC) connection between the two devices, by unplugging both from power for at least two minutes. Plug back in the TV first , wait a minute, then plug in the Arc Ultra. Based on the fact that you didn’t have issue earlier with an Arc, it does beg the question about the CEC handshake. 

It wouldn’t hurt to at least test swapping cables, they need to be at least HDMI 1.4. Certainly reseating the one you currently use wouldn’t be a horrible idea, either. 

Not overly familiar with Skybox, but there certainly have been quite a few posts about them, it may help to contact them. 

What your (it appears to me) trying to diagnose is why your TV has trouble sending an appropriate signal to the Sonos Arc during a format change. If this were endemic to Sonos, you’d see a lot more complaints posted, so I’m assuming it has more to do with your TV.

Frankly, I’d also be tempted to call in again, it sounds like the rep you may have been talking to was reading from a script, and not understanding the true extent of the issue. 

Stretching it further, if you have another TV, it may be worth trying that. It’s possible there’s an issue with your TV, or even that model. Hard to tell unless you reach out to Sony. 
 

Edit: while I was typing, ​@AjTrek1 had a good response.

I did send them diagnostic review while we were on chat but then connection broke and haven’t heard from them yet.
 

I’ll contact them again and send report again.

Why it think it’s something with Arc Ultra is because that’s the only thing I changed when switching from Arc to Ultra. And as said, everything was working fine on old Arc.

With new Arc Ultra I used their new cable as well so I’ll purchase and new cable and try to replace it.

My TV is fairly old (2016/2017) so might be that it’s something new Arc Ultra doesn’t like when TV is sending signal to it.

I’ll get new cable(s) and Amazon and see how it goes after I change them. If still the same, I’ll contact Sonos support again.

Thank you.

I’d think if it was an Arc Ultra issue, there would be reports from more people, with varying use cases. But I don’t know, your course of action seems prudent, 

Hi Zoran, 

I’m facing exactly the same problems having switched few days ago from playbar to Arc Ultra plus Sub4 and 2xEra 300, everything connected to a Sony KD-65XD9305 and Sky Q.

I Have changed all my previous HDMI cables to new ULTRA HIGH SPEED and moved away all HDMI from power cables too. 

Unfortunately nothing has changed.

Tomorrow will call Sonos hoping they will help to solve this annoying problem. 

Thanks.

Nic

Yeah, I switched all my cables as well, no luck, still the same.

Please let me know what Sonos will say. I’ll need to contact them myself to see what’s happening.

I have a Sony AF8 Oled with Arc Ultra and Sky Q and have had the exact same problems for the last 8 months. I have changed cables, used a CEC blocker, spent hours on the phone to Sony, Sonos and Sky all to no avail (they all blame each other).

I previously had a Gen 1 Beam that worked flawlessly.

I feel like I wasted my money on something that, when it works, is excellent. Both Sonos and the retailer both told me to buy a new TV as the Ultra is fit for purpose! Hilarious.

Hi. 
I have found a partial solution to the problem by changing the sky Q Audio configuration form Dolby Digital or Dolby Digital Plus to Stereo. 
With the stereo configuration I don’t have anymore the problem of loosing the sound on some channels.
On the other hands I cannot enjoy the Dolby Digital quality. Not sure about the cause of this. 
I’ll inform Sonos about this and see if they might suggest something else. 
 

One other thing I have noticed when the sky q setting is on Dolly Digital and I am not getting the sound from some channels is that by disconnecting and reconnecting the HDMI cable I get the sound. But then I loose it again if I change channel.

Has anyone tried to connect Arc Ultra with optical cable?

I’m also getting problems with the sound from the Playststion 5…not always is working.

I’m regretting the change from my old nice Sonos Playbar…

Will keep you update.

Yes, forgot to mention in my original post. If I set sound output on my TV to “PCM”, I don’t have this issues when switching channels.

But then all sound coming out from Sonos is Stereo PCM and for that I don’t need Arc Ultra. I could get much cheaper soundbar if I wanted to listen to stereo, so not really a solution. 

I have tried the optical cable into the soundbar and the same issue persists.