Answered

Sonos Beam 2 lost connection with Samsung TV, which is connecting thru eARC

  • 14 November 2023
  • 52 replies
  • 2099 views
L
Userlevel 1

Background Info

  • Sonos App
    • Version 15.9
    • Sonos OS S2
    • Build 75146030
  • Sonos System
    • Beam Gen 2 ver159 build 75146030
    • Sub mini ver 15.9 build 7516030
  • Samsung TV QE75QN85BATXXU
  • Sonos Beam 2 connects with Samsung TV with eARC

 

Problem
- After TV is off & on, the TV will lost the connection of Sonos Beam and output the audio with internal speaker

 

Workaround

  • Power off the Sonos and Power on the Sonos. The TV will re-connect to the Beam.

Tried to reset the Sonos Beam or Power off sonos beam&TV + Disconnect sonos beam + Power on sonos beam&TV + connect sonos beam. But the problem still exists.

 

Please kindly advise how to resolve the issue

icon

Best answer by Sotiris C. 15 November 2023, 16:08

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52 replies

Sotiris C.
Userlevel 7
Badge +14

Hello everyone,

While we at Sonos and the Samsung team are working hard for a fix on this issue, there were reports from customers that an update on their Samsung TV resolved it.

Those reports mention that the update on the TV didn’t happen automatically, customers had to manually go to the Samsung website and download the newer version.

I would suggest for our users who experience this problem to please, manually update your Samsung TV and see if this resolves it.

You should be able to find out how to update your TV to the latest firmware via the official Samsung website here.

Feel free to come back on this thread and reply with the results.

We appreciate your patience as we are working together with Samsung to resolve the Sonos Beam (Gen2) disconnection with Samsung TV’s.

Leaving a like and marking Best Answer might make someone's day. Who knows, that someone might be you.
Sotiris C.
Userlevel 7
Badge +14

Hello @lmleung7, welcome to Sonos Community.

We are currently investigating an issue with the Sonos Beam (Gen2) losing the connection with some Samsung TVs after they come back from Standby mode, but I do not have an ETA to share..

The workaround as you mentioned would be to power-cycle the Sonos Beam or use the Optical Adapter.

Thank you for your patience.

Leaving a like and marking Best Answer might make someone's day. Who knows, that someone might be you.
Schlumpf
Userlevel 7
Badge +16

Hi Schlumpf

interesting comment! Are you responding in a personal capacity or on behalf of Sonos?

Definitely just personal… but I stay in contact with some developers of HDMI hardware like eARC audioextractor used for Sonos devices. And they often have to „fight“ against the different implementation of CEC communication. 

Ralf
Schlumpf
Userlevel 7
Badge +16

@LakeSailor 

If you go through the whole topic you will see that this is an issue of Samsung firmware. So imho best that Sonos can do is telling Samsung about it. 
And also as said before in the meantime you can use the optical connection as a workaround. 

Ralf
X

Same issue.  Costco QN90BD.  Beam 2.  Ironically it loses connection like every 2 weeks with a margin of error of around 3 days. . Pretty strange.  I bought a $500 sonos product thinking that you get what you pay for.  I get it that Sonos just blames Samsung but that’s not my issue ( I guess indirectly it is).  Why is it that all other sound bars work with these Samsung Tvs if its a Samsung issue?  Super frustrating for someone who tried sonos for the first time.  

 

I’ve asked this each time I have you guys reboot since my TV is mounted.   CAN YOU PLEASE LET US REBOOT OUR BEAM THROUGH THE APP OURSELVES SO WE DONT HAVE TO CHAT WITH SUPPORT EVERY TIME? So annoying that I have to reach out to you guys every 2 weeks.

 

 

 

H

Same issues here, I originally thought it may be my Apple TV remote, but I’ve since sold the Apple TV, reset the TV, PS5 and Sonos Beam 2 all to factory settings, the issue went away for a few weeks, but now back to doing it again.

 

When I turn the TV back on after a long period of time i.e going to sleep, the sound output switches to the TV speakers.

 

Only workaround I’ve found is to turn the power off the main power plug on the wall for all devices and leave it off for a few minutes and then turn it back on, usually sorts it out for another week or so!

 

If anyone has a permanent fix it would be greatly appreciated, never had this issue with my gen 1 beam, kind of annoying for a +£500 piece of kit that’s now after the return date.

Ummagumma
Userlevel 2
Badge +2

Please ignore my last post it's being discussed on both Samsung and Sonos community and I posted on the wrong one sorry my bad

I'll see you on the darkside of the moon
Ummagumma
Userlevel 2
Badge +2

How is this still not fixed?

Not sure if it's the Samsung TV or the Sonos equipment that's been the problem but since the 16.1 Sonos firmware update last week & the Samsung 1622 update just before that it's been behaving. I've also switched back HDMI e-arc connection 🤞

I'll see you on the darkside of the moon
R

Hi All,

I have got a same issue with Samsung OLED TV it just not Q series I think. I need to power off the beam Gen 2 by removing the power cable and it connects back.

This happens everyday when the Samsung OLED TV is come back from standby mode Bean Gen2 does not connect.

I tried the Beam Gen 2 with 12 years old Samsung 3D TV which is got ARC port and it works fine.

Sent an email to Samsung customer service to see if they come back with anything...

 

P

I have exactly this issue too.  Very frustrating - real dis incentive to upgrade/ change systems once you get a stability

Schlumpf
Userlevel 7
Badge +16

@A big fan BUT 

Hello,

I really understand the frustration of the situation, but imho the problem indeed is that there are NO specifications for HDMI CEC all manufacturers have to go with. CEC offers many options and each manufacturer provides some of them for its devices and does the implementation its own way. Some of them even without much accuracy what makes it more difficult. 
So the question from my point of view is who does the implementation in a most compatible way to other manufacturers. Difficult to blame someone in general…

 

Ralf
L

Same issue with my new Samsung TV. It's driving me nuts and I would NOT recommend the Beam Gen 2 to another Samsung owner. I am sure Sonos knows the problem but every time I spoke with tech support they had me do the same useless procedures and once again I turn on the TV and no Sonos until reboot the Beam. Yuk. 

Ummagumma
Userlevel 2
Badge +2

I’ve had this problem for ages now, I have purchased a remote socket so that I can do a power cycle if needed and I turn it all off at night so that the power cycle is done every day.

I don't see this as a fix and I have spoken to Sonos customer service they told me they were aware of the problem but as yet still no fix.

I have also suggested they add a reboot option to the Sonos app and they said they would pass this on to the relevant team, but again this was quite some time ago and not heard anything about this possible addition. 

Can someone from Sonos look in to this again please its getting more frustrating by the day.

My system:-

TV Samsung QE43QN90B

Sonos Beam Gen 2 

Sonos Sub Mini 

I'll see you on the darkside of the moon
L

Samsung says it's a Sonos problem since other sound bars work fine.

Schlumpf
Userlevel 7
Badge +16

Samsung says it's a Sonos problem since other sound bars work fine.

You know about that ping pong game…? 😉

Other TVs don’t have trouble with Sonos products.

So… who’s telling the truth? As a fact in most cases TV firmware is the reason for HDMI CEC problems. 

Ralf
S

This is the exact issue I’ve been experiencing since moving from my old Sony TV to my SAMSUNG QE55S90CATXXU. Glad to see that I’ve not been suffering alone in some ways, but Sonos\Samsung need to get this fixed. Running latest firmware on both Sonos Beam G2 & SAMSUNG QE55S90CATXXU but issue still occuring.

J

I have the latest firmware version on the samsung s95b v1622. sonos stil loses connection with e-arc the only solution is power of the sonos and power on. there are also sounddrops now and then. I like the sound of the sonos and the view of the samsung but with the bugs its very annoying.

Schlumpf
Userlevel 7
Badge +16

@Ummagumma 

Imo you should ask Samsung for that. 
They are responsible for their devices updates and ways of distribution. 

Ralf
A

I agree! Sonos seem to be absolutely silent on this! This will definitely affect my purchasing patterns and certainly will not get any positive recommendations until fixed.

Which at this rate may be never……

Ummagumma
Userlevel 2
Badge +2

My Samsung s90c to beam 2 has been stable for 3 days since the upgrade to v16.0 using EArc

Anyone else?

No mine was stable but started the problem again after the update 

I'll see you on the darkside of the moon
D
Badge

Hello everyone,

While we at Sonos and the Samsung team are working hard for a fix on this issue, there were reports from customers that an update on their Samsung TV resolved it.

Those reports mention that the update on the TV didn’t happen automatically, customers had to manually go to the Samsung website and download the newer version.

I would suggest for our users who experience this problem to please, manually update your Samsung TV and see if this resolves it.

You should be able to find out how to update your TV to the latest firmware via the official Samsung website here.

Feel free to come back on this thread and reply with the results.

We appreciate your patience as we are working together with Samsung to resolve the Sonos Beam (Gen2) disconnection with Samsung TV’s.

Unfortunately your request for patience is a quite insulting as this issue has been going on for 8 months. We've spent a lot of money on Sonos and Samsung equipment and frankly expect much better service. This problem should not have been allowed to carry on for so long and frankly I question your actual commitment to resolving this as you certainly haven't been very forward in acknowledging the issue in the first place. How can it take 8 months to diagnose and fix an issue? 

H

Hi guys,

I’ve done some digging and apparently it’s an issue with the Samsung Q series TV’s not the Sonos Beam. Looks like my only option is to sell the Beam & get a Samsung sound bar. 
 

A

Thanks for the reply. My work around is using the optical output - irritating! 

Ummagumma
Userlevel 2
Badge +2

Hi Schlumpf

interesting comment! Are you responding in a personal capacity or on behalf of Sonos?

Definitely just personal… but I stay in contact with some developers of HDMI hardware like eARC audioextractor used for Sonos devices. And they often have to „fight“ against the different implementation of CEC communication. 

I have had to turn the e-Arc off on my Samsung TV as the Sonos Beam Gen 2 is more reliable on just HDMI.

I've also got a Lindy CEC free adapter on HDMI 1 connected to my Amazon Firestick.

These tweaks seem to work a little better but certainly not fixed the problem.

I still have to do a power cycle every now and then.

I'll see you on the darkside of the moon
controlav
Userlevel 7
Badge +23

I still have time to return the sound bar to Costco. Seeing that Sonos won’t fix it any time sooner, I better return it.

@Sotiris C. do you have an ETA? I see that this issue has been around for the past few months now.

As stated you can temporarily switch to optical until Samsung fix their CEC behavior.

Author of the leading independent Sonos app for Windows, the only Sonos app for Xbox, and a Sonos app for iOS

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