Contributor I

Sonos arc ultra - losing sound

13 replies
1409 views

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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Q

qmaur

Avid Contributor I

Any sonos support that monitor these posts?

Sorry to hear you are experiencing similar issues. I've contacted sonos support 2.5 weeks ago. I've sent them a link to this (and other) forums, and a video recording the issue.

I have not heard back from Sonos since. While the soundbar is usable in stereo pcm, it is very hard to justify a 1000$\€ purchase if, to make it work, you have to feed it subpar signals.

And, unfortunately for Sonos, there are other companies out there (e.g. Wiim) where fixes like these are addressed in a couple of days. It's normal to break thinks as you add features. What matter to me the most is (a) what happens when things do break and (b) how do you make sure the issue won't happen again. And Sonos here is scoring very poorly on both fronts (apparently this issue came up for the OG arc few months ago and now it's back).

I will wait few more days and then return.

S

slavaboggu

Lyricist I

I called Sonos support and also reported this issue with them. After a 2 hour call, it basically went nowhere. Pinpointed to an issue with passing Dolby Digital audio between tv and arc ultra but they did not have a fix nor can give me an eta on a software update. Sounds like the only solution is to either buy a new tv with an eARC or wait for them to fix in a software release. Neither is something i want to do so will be returning the arc ultra and the sub 4 before the 30 day return policy runs out.

I had purchased t he original Arc 3 months ago and dont remember having this issue before so wonder if its something they broke with a recent software release.

D

Delay

Lyricist III

I am having a similar problem with the apple tv whenever it shows the screensaver it loses all sound settings. I have to exit to the home screen a couple of times and then I can adjust the sound again which is always at zero. I am about done with this device and will return it before the 30 days is up. Sounds great when it works but I don’t really want to put up with adjusting volume again whenever the tv goes to sleep.

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