Trending Lyricist I

Answered

Sonos beam gen 2 sound connectivity issues with Samsung QE55Q80

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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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Corry PAnswer

Sonos Staff

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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GuitarSuperstar

Lead Maestro

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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Ves_UKAuthor

Trending Lyricist I

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

GuitarSuperstar

Lead Maestro

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

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orenhazan

Enthusiast I

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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Ves_UKAuthor

Trending Lyricist I

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.

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orenhazan

Enthusiast I

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.

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Ves_UKAuthor

Trending Lyricist I

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.

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orenhazan

Enthusiast I

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.

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Ves_UKAuthor

Trending Lyricist I

I will give it a try... Thanks!

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Ves_UKAuthor

Trending Lyricist I

Just tried but didn't work for me 😞

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