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Natenally
Contributor I
January 8, 2022

Sonos Beam sound cuts out intermittently

  • January 8, 2022
  • 24 replies
  • 14055 views

Hi there,

I’m having an issue where my brand new Sonos beam will cut audio for a split second and return, like a pop, consistently whilst watching TV. The video doesn’t freeze frame or indicate that there is anything wrong with the stream or our internet  

I’ve replaced the HDMI cable but that hasn’t helped. 
 

I’ve seen other posts that seem to be discussing the same problem where no real solution is presented, if any exist I’d appreciate a link, if not is there anything I can do to solve this problem as it’s very frustrating. 

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    24 replies

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    Cojax
    Lyricist I
    January 30, 2022

    Same here, my Sonos Beam 2 audio is cutting out randomly.

    It’s so FRUSTRATING!!!! 😤😤😤

    I bought it to be entertain not to be worried every time I use it!

    I’m on the edge to RETURN it!!!

    PLEASE SONOS, NEED TO THIS TO BE FIXED!!!!

     

      Airgetlam
      Airgetlam
      January 30, 2022

      I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it.

      There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

      When you speak directly to the phone folks, they have tools at their disposal that will allow them to give you advice specific to your Sonos system and network.

      Bruce
        Cojax
        Lyricist I
        January 31, 2022

        Thanks @Airgetlam where can I find diagnostics?

        jgatie
        jgatie
        January 31, 2022

        Thanks @Airgetlam where can I find diagnostics?

         

        Follow the underlined links in Airgetlam's post.

          JohnRicho81
          Lyricist I
          February 8, 2023

          I’m having the same issue. 
          I have to turn TV & Beam off every time we use it. 
          TV is wall mounted so doing this isn’t easy and is impossible for the kids. 
          If there isn’t a fix I’m going to sell and get a Samsung sound bar instead. Is there anything that will fix this other than turn it off and on again? 

          Ken_Griffiths
          Ken_Griffiths
          February 8, 2023

          I’m having the same issue. 
          I have to turn TV & Beam off every time we use it. 
          TV is wall mounted so doing this isn’t easy and is impossible for the kids. 
          If there isn’t a fix I’m going to sell and get a Samsung sound bar instead. Is there anything that will fix this other than turn it off and on again? 

          Have you tried the suggestions mentioned early on in the thread and if no joy there, have you followed the advice provided by @Airgetlam?

            dch5876
            Lyricist I
            November 27, 2023

            I’ve been troubleshooting the issue on my Samsung UN65TU display with Apple 4k TV and the Sonos Beam 2 plugged into the eARCH input and pass-through turned on (no audio processing on Samsung display). From what I can tell, it seems to have something to do with Dolby Atmos. When I turn Atmos support off on the Samsung display, the intermittent sound issue disappears. The sound bar only receives Dolby Digital 5.1 instead of Atmos. I looked in the Sonos Beam 2 settings to see if I could turn Atmos off on the soundbar but couldn’t find a setting, so I don’t know if the issue is with Samsung or Sonos. All 3 of my devices are running the latest firmware, and I have followed the steps recommend above. This seems like something Sonos should be looking into as they are selling a product that should be able to be used with reputable manufacturers. 

            trickyred
            Contributor I
            February 10, 2024

            Hi there,

            I’m having an issue where my brand new Sonos beam will cut audio for a split second and return, like a pop, consistently whilst watching TV. The video doesn’t freeze frame or indicate that there is anything wrong with the stream or our internet  

            I’ve replaced the HDMI cable but that hasn’t helped. 
             

            I’ve seen other posts that seem to be discussing the same problem where no real solution is presented, if any exist I’d appreciate a link, if not is there anything I can do to solve this problem as it’s very frustrating. 

             

            maski
            Lyricist I
            February 23, 2024

            Has anyone found a cure to this problem. I was advised to change the channels which I did on the SONUS...It has made a small difference...reduction in number/frequency of drop outs. But not cured the issue. The most recent advice from their Support said having the SONUS 20feet away from the Modem is too far. Ridiculous.

             

            To change the channel you need to have the Sonus hard wired. There are  3 available channels, 1, 6 and 11. For me 11 works best.

            Airgetlam
            Airgetlam
            February 23, 2024

            That is to change a SonosNet channel. You may want to change the channel your WiFi router is using. 

            Bruce
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