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Marek123
Contributor I
November 3, 2024

Sonos arc ultra - losing sound

Sonos arc ultra - losing sound

Hello, I replaced an old playbar that never failed with a Sonos Arc Ultra.

My new current settings:

Sonos arc ultra 

TV sony xf9005

Apple TV 4K first generation

Connection Sonos arc to tv - hdmi ARC, Apple TV to Sony TV - hdmi cec

Unfortunately, this is the beginning of my problems.

As I change the channel there are no sound. Then I change the channel again and the sound comes back. When I pause what I’m watching  it loses sounds when I resume. Sometimes help me pause and play again and sometimes i must restart movie. 

I have reset the system, unplugged, changing hdmi cable, update firmware etc... (all recommended things by sonos chatbot)

I contacted sonos support with chat and they told me that the problem is known and caused by the last update and that it should be fixed but they don't know when.

I am very disappointed, I wanted to enjoy the new equipment and not wait for an update that will come who knows when.

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    13 replies

    Blackbond78
    Lyricist I
    November 4, 2024

    Gen 3 sub has lost its power with arc ultra

    Set is lg c3 65 inch

    EARC HDMI 

    ERA 300S

    MY SUB MINI HAS DEEPER BASS NOW. PLEASE CORRECT THIS.  

     

    qmaur
    Avid Contributor I
    November 15, 2024

    I too am experiencing this issue. I've installed the soundbar today (to replace a sonos amp) and now I'm getting issues with no sound when changing channels.

     

    A simple workaround I found was to go in the sony tv speaker settings, and select audio through the speakers. This apparently causes the soundbar to resync.

     

    But, this should be addressed. Never had such an issue with other sonos gear.

    qmaur
    Avid Contributor I
    November 16, 2024

    The issue is actually quite easy to reproduce from the Xbox sound testing menu. There are actually two issues:

    • no sound is emitted after enough switching to different audio formats (E.g. flipping between stereo, dolby and dts)
    • The volume of the central channel is almost twice as loud as the volume of the other speakers.

    I will keep the soundbar a couple of weeks to see if a patch is released to address at least the first issue (as that makes the arc ultra unusable). Let's see what happens. I have also recorded a video of it happening, but it seems like videos cannot be uploaded here.

     

    Stanley_4
    Stanley_4
    Grand Maestro
    November 16, 2024

    Upload it to a sharing site and post the link here?

    qmaur
    Avid Contributor I
    November 17, 2024

    <Link removed>

    guadabu
    Contributor I
    November 25, 2024

    I have the same issue, I just upgrade to arc ultra and sub4 and ERA 300's and the sound is failing, I am disappointed with Sonos, I spend almost $3,400 for nothing.

      qmaur
      Avid Contributor I
      November 25, 2024

      I have the same issue, I just upgrade to arc ultra and sub4 and ERA 300's and the sound is failing, I am disappointed with Sonos, I spend almost $3,400 for nothing.

      I ended up setting the audio output of my sources (xbox, satellite box) to stereo, and only left tv apps to output multichannel. This workaround has been stable for the last couple of days.

      However, this cannot be considered a solution. Buying additional expensive equipment like HdFury Arcana, which I have seen suggested elsewhere, is also not a solution. This is a bug, it is not hard to reproduce. I have sent a video to sonos support, so I'm hoping it will be fixed soon.

       

      However, the support experience has also not been great: my issue has been escalated to level2 (whatever that is) and I have not heard anything more from sonos, which is not comforting for such an expensive piece of kit.

      Cmonman2185
      Contributor I
      November 28, 2024

      Same here, have an original arc and now using the ultra with two era 300s and sub gen 3. Some sounds are much louder compared to other sounds coming from the sound bar. With the original arc there were no issues and with every game I’m having to adjust the volume and surround levels. It isn’t very balanced. I contacted support and was told this is what the sound stage delivers!! Strange because the old arc was far better in this regard. They also told me Sonos really isn’t for gaming….

      AB7008
      Lyricist I
      November 30, 2024

      Same here when I pause the TV. Have to back out and reload content. Just replaced my beloved player, which never had any issues.


      Disappointed, thought it would get better after their debacle with the app earlier this year.

      slavaboggu
      Lyricist I
      December 2, 2024

      Just purchased the Arc Ultra with the Sub 4 and also having similar issues. This happens when I’m watching Fios TV via Tivo Edge. Sony tv connected to the arc ultra via earc. Have the tivo set to Dolby Audio but when switching to PCM it doesnt have this issue. 

      Any sonos support that monitor these posts?

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