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Sonos beam gen 2 sound connectivity issues with Samsung QE55Q80

  • 19 October 2023
  • 31 replies
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I am connected to sonos beam gen 2 and two sonos one speakers as surround. All works fine untill I turn off the TV and on again and then I don't get sound from my sonos. Only from my TV speakers. ARC is turned on on my TV settings and after diagnostics my TV can't find issues with the HDMI cable connect to sonos beam. When I change sources I can see sonos images on the TV but my remote control change the TV volumn not the sonos. Also on the mobile app i am changing to TV input and i am changing the volume up and down but it is not showing this changes on the TV screen and TV still play from it's speakers. After turn off beam gen 2 from power cable and connect again it connects automatically and all works fine untill I switch off the TV again. That happen when no other devices are connected to other HDMI ports. Any solutions? I changed 3 new HDMI cables so far and no difference 

 

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Best answer by Corry P 7 November 2023, 12:34

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31 replies

G
Userlevel 7

Try this:

Disconnect everything from the TV and unplug the Beam and TV from power for a couple of minutes. Plug everything back in but keep everything disconnected. Make sure Anynet+ is enabled in the TV settings. Run TV Setup in the Sonos app and follow the app instructions. When the app instructs you, connect the Arc to the TV’s HDMI ARC port using the Sonos-supplied HDMI cable. After the Beam has been successfully connected, connect any other devices to the TV.

"Receive with simplicity everything that happens to you." - Rashi
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Hi, 

I've done that step by step run TV setup and added successfully my beam gen 2 and sonos one surround speakers after. Than I connected my nvidia shield to the other normal HDMI port and all WAS working find. Switching off and on the TV was keeping the connection between TV and sonos products. But this morning after 6-7 hours of inactivity when i turned on the TV it turned on the connected nvidia shield as well as  normal but didn't connect to Sonos beam and sonos one speaks. And that issue start happening recently. I have those speekers for more then half an year and just recently started making that problem. Now if i unplug the sonos beam and plug it again all will connect but I don't want to do it evry time. That's not normal... Any solutions? 

G
Userlevel 7

Try disabling the CEC settings on the Shield or use a CEC less adapter with the Shield like this:

https://a.co/d/gWIeMbZ

"Receive with simplicity everything that happens to you." - Rashi
O
Userlevel 3
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you are on 15.8 or 15.9 frimware if yes welcome to the club.

https://en.community.sonos.com/home-theater-228993/15-8-update-is-a-nightmare-6885678

sonos promised to fix this issue in 15.9 but she didn’t do it.

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I am on 15.9 and thanks for enlighten me about the reason for that issue because was driving me crazy and was spending hours tring to figure out what I have done wrong.

Looks like no point calling customer support and just need to wait until new firmware is released. I hope that will be soon. 

O
Userlevel 3
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I am on 15.9 and thanks for enlighten me about the reason for that issue because was driving me crazy and was spending hours tring to figure out what I have done wrong.

Looks like no point calling customer support and just need to wait until new firmware is released. I hope that will be soon. 

don’t waste your time with customer support they can’t help you. the problem is the sonos frimware that change the behave of the HDMI output of the beam 2 that effect samsung tv.

i talk with samsung support and they tell me that the problem is with Knox security protcol that all the samsung tv from 2018 have.

i don’t hear same issue with the arc i think its only the beam 2.

sonos know this issue but until now they have not released a solution to the problem.

i hope that sonos do that in 16 frimware version.

V
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Thanks mate. First i thout that the problem is in my TV. However, could be a solution for cases like that Sonos to provide way for downloading firmware. In that way we can downgrade and stop the auto update function in the app and upgrade manually later on. 

O
Userlevel 3
Badge +2

update: i found a great solution that work for me every time i turn on my samsung tv.

before i turn the tv on i open the sonos app and move the volume up and down this wakes the beam 2 from a sleep mode and after that i turn on my tv and every time the beam 2 connect to my tv with no problem at all. this is much more convenient solution compared to unplug the power cable and plug it back every time i turn my tv on.

V
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I will give it a try... Thanks! 

V
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Just tried but didn't work for me 😞

Changed the volume from the app than turned on the TV and still not connected. 

O
Userlevel 3
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Just tried but didn't work for me 😞

Changed the volume from the app than turned on the TV and still not connected. 

i am sorry that it’s not work for you. for me it’s works every time i turn on my tv.

i just want to point out that on my apple tv i put a HDMI CEC blocker that help with my solution.

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The issue with the disconnection is happening even if I don't have any other device plugged to the other HDMI ports. So, even with the CEC switched off on my nvidia shield doesn't change anything appart of my TV remote doesn't control the media player…

 

M

Bonjour

j’ai le même probléme et étant donné que c’est lié à la mise à jour en 15.9, savez vous si il est possible de redescendre en 15.7 ?

Merci

V
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I don't know how and even is it posible. With the new upgrades they implementing changes in their services which I believe is the thing what stop them issue tool for downgrade... 

106rallye
Userlevel 7
Badge +17

Sonos does not do roll backs to older software versions.

Corry P
Userlevel 7
Badge +18

Hi @Ves_UK et al

There was a similar issue recently whereby Beams would have no audio when playing TV audio coming from certain Samsung TVs, which has now been resolved. As your TV and Beam seem to be losing the connection between them, however, this seems like a different issue. I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
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So far I don't have luck to chat with real person in live chat session. Ony with chat bot and evry time i am getting to dead end. West of time. 

Probably i need to give the technical support a call but i really don't heve time in the working hours. 

M

Bonjour à tous,

j’ai enfin réussi à résoudre mon probléme aprés 2 appels à Sonos et 1 appel à SamsungL

Avec Sonos nous avons retiré tous ce qui étaient branché à la TV sauf la Beam

Puis j’ai retiré également les mises à jours automatique (sur l’iphone) Sonos

Puis j’ai appelé Samsung et on a fait un reset d’Usine - attention pas celui que vous pouvez faire seul - celui fait par le technicien Samsung 

Et Depuis je ne perd plus la connection E arc toutes les nuits 

Par ailleurs il faut noter que ma tv est passé sous une version 1602 entre temps !

Bref vous l’aurez compris je ne sais pas si c’est l’arrêt de la mise à jour ou le reset de la tv qui a résolu le pb.

Bon courage à tous

 

Moderator edit:
Google Translate-

 

Hello everyone,

I finally managed to resolve my problem after 2 calls to Sonos and 1 call to SamsungL

With Sonos we removed everything that was connected to the TV except the Beam

Then I also removed the automatic updates (on the iPhone) Sonos

Then I called Samsung and we did a factory reset - be careful not the one you can do alone - the one done by the Samsung technician

And since then I no longer lose the E arc connection every night

Furthermore, it should be noted that my TV has been upgraded to version 1602 in the meantime!

In short, you will have understood, I don't know if it was stopping the update or resetting the TV that solved the problem.

Good luck to all

V
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I tried factory reset through service menu. Not the standard reset from the TV settings. 

Through the process of setting the TV for first time you are asked to connect all hdmi devices. All is recognised, sonos beam gen 2 also. 

On the next day in the morning again the connection is lost :(

I keep my sonos auto updates off from long time and checking manually but I can't see how that can help with the problem. 

My Samsung TV also is on 1602 firmware. 

So, no luck again. 

Still waiting for update from Sonos side. 

I am very disappointed that Sonos failing to solve that that long time. 

I am regretting buying their products and will not recommend them if i am asked. 

M

Bonjour ves, j’avais essayé une réinitialisation via le menu et cela n’avait rien donné, donc je t’encourage à faire une réinitialisation avec un technicien de Samsumg, je n’y croyais pas mais pour moi cela a fonctionné

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Thanks Matoc. 

I didn't performed factory reset from the normal settings in the TV. 

There's a combination of keys you need to press to access to service menu which normally only samsung technician do. 

So from there I choose to reset the TV but might be in your case the Samsung guy did some more changes. I am not specialist and don't want to mess about in that menu. 

Unfortunately my working hours not exceeding samsung working hours and when I am off they don't work also. 

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"Unfortunately my working hours not exceeding samsung working hours and when I am off they don't work also."

I had simply to say that when I am not at work samsung technicians also not working and there is no time when I am at home and samsung staff working 

V
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As probably all of you noticed the new recent update fixed the issue with the connectivity. 

At list fixed it for me and from a few days all is good thanks God 🎊

V
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Unfortunately from today the issue again started. Again sonos beam getting disconnected from the TV. 

I am really pissed off.. 

H

I am having similar issue, beam 2 is connected via hdmi and will work one day and go to use it another time the sound will play through the tv speakers instead of the beam, its beginning to really annoy me 

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