Contributor I

Sound cutting in and out frequently

16 replies
5528 views

I have been having trouble with my Sonos Arc. I just received it in the last few weeks and the audio cutting out is driving me crazy.

Sound Cutting in and out:

The issue I have been having with my Sonos Arc is where the sound cuts out for about ¼ to 1/2 a second and comes right back. I can watching flawlessly for an hour and it not happen, and then it happens every 5 to 10 seconds.

Setup:

TV: LG UN8500, pass through turned on, if I change this to PCM or auto, instead of cut outs, I hear a kind of staticky weird slight garble?

SYSTEM: Sonos Arc paired with two rear Sonos Play One SL, for surround sound speakers, and Sonos sub gen 3

STREAMING DEVICE: Nvidia Shield Pro (2019)

My issue:

I have been experiencing the sound cutting in and out on my Sonos Arc during playback. I am using 8k hdmi cables. I mainly watch with Plex, but also happening in Netflix.

I went ahead and submitted diagnostics a few minutes ago, 159989773, just in case it’s useful.

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Show previous replies

T

tjleonardAuthor

Contributor I

Hi Rowena,

For the last report, I might have submitted it not long after a power cycle of the TV...so that might have showed it as being disconnected.

Are you saying that this is the same bug or problem that most others posting similar experiences are having? If so, i’m comfortable to know that it WILL be fixed sometime in the near future. If it’s different, I need to figure out what’s going on.

D

DBV

Trending Lyricist I

I am having an exact same issue with anything Atmos related. Tried watching Mandalorian which is Atmos on ATV4k and Roku and make screeching sound and weird noises. Tested Atmos in Amazon Prime and Netflix and same issues.

Does not happen with 5.1 or less.

Must be a Sonos Arc issue. Tried all the steps above and nothing works.

Any ideas. Really need to get this fixed asap.

Thanks!

T

tjleonardAuthor

Contributor I

I haven’t got a confirmation that my issue is a bug yet. I think it is, but the Sonos rep hasn’t said or not.

I will say a screeching noise makes me wonder if yours is different. What kind of tv do you have?

Rowena B.

Retired Sonos Staff

Hi folks,

Thank you for your response and we really appreciate your patience while we are working through this.

Our Sonos engineers investigate this issue and work for a solution that works for users experiencing the same, but we don't have any timeframe to share.

Let me share the following threads in the community for your reference:

https://en.community.sonos.com/home-theater-228993/arc-tv-sound-cuts-in-and-out-6842963
https://en.community.sonos.com/home-theater-228993/sonos-arc-samsung-q90t-sound-cutting-out-anyone-else-6843526

eARC should always be enabled if possible to get the most out of the Sonos Arc. If your TV is having trouble when eARC is enabled and you're using streaming services like Netflix, you can disable the eARC from the TV settings because the streaming audio will still be compressed and you'll still get Atmos and most probably we’re investigating it.
For 4k Bluray or any hard media plugged in directly to the TV and has Atmos, always enable eARC because eARC always looks for uncompressed audio. Here’s helpful videoes about it.

https://www.youtube.com/watch?v=nLlaGs2lhIw
https://www.youtube.com/watch?v=sbTD0hqJWQ

Please feel free to reach out in the future if you have any other questions. We and the community are always here to help.

Help others find useful content by clicking the like button and selecting the best answer to your question.

Dogdad

Headliner III

I haven’t got a confirmation that my issue is a bug yet. I think it is, but the Sonos rep hasn’t said or not.

I will say a screeching noise makes me wonder if yours is different. What kind of tv do you have?

I am having an exact same issue with anything Atmos related. Tried watching Mandalorian which is Atmos on ATV4k and Roku and make screeching sound and weird noises. Tested Atmos in Amazon Prime and Netflix and same issues.

Does not happen with 5.1 or less.

Must be a Sonos Arc issue. Tried all the steps above and nothing works.

Any ideas. Really need to get this fixed asap.

Thanks!

If you haven’t read or heard, the tv manufacturers are coming out with a software update that fixes this issue. I know Sony has and also Samsung. I read where LG has just come out with a fix also. It’s rolling out to different regions at different times. I had issues with my Sony but resolved now it seems. Not a Sonos issue.

J

jmay99

Lyricist II

I haven’t got a confirmation that my issue is a bug yet. I think it is, but the Sonos rep hasn’t said or not.

I will say a screeching noise makes me wonder if yours is different. What kind of tv do you have?

I am having an exact same issue with anything Atmos related. Tried watching Mandalorian which is Atmos on ATV4k and Roku and make screeching sound and weird noises. Tested Atmos in Amazon Prime and Netflix and same issues.

Does not happen with 5.1 or less.

Must be a Sonos Arc issue. Tried all the steps above and nothing works.

Any ideas. Really need to get this fixed asap.

Thanks!

If you haven’t read or heard, the tv manufacturers are coming out with a software update that fixes this issue. I know Sony has and also Samsung. I read where LG has just come out with a fix also. It’s rolling out to different regions at different times. I had issues with my Sony but resolved now it seems. Not a Sonos issue.

@Dogdad HI, do you have a source or more details for that info? Samsung owner here, and nothing new from them.

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