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Hello
I recently purchased a Sonos Arc Ultra and 2 Era 300s. Everything works very well, but I'm noticing for the second time a problem with the bass on certain Dolby Atmos films. The sound starts skipping when the base level is too high, as if the system is unable to deliver it. It usually cuts out for half a second, but it can be much longer with choppy sound for several seconds. So I'm wondering if the problem comes from the bar or if it's something common when you don't have a subwoofer. I noticed the problem in the films Civil War and Sicario, especially with the helicopters.

How exactly are you watching these films? What model TV do you have?

In addition to asking the coommunity, it sounds odd enough I'd submit a diagnostic next time it happens and call Sonos to have them look at it.

How exactly are you watching these films? What model TV do you have?

I'm watching on a Samsung Crystal UHD TV, with a SONY UBP-X800M2 4K Blu-Ray player

In addition to asking the coommunity, it sounds odd enough I'd submit a diagnostic next time it happens and call Sonos to have them look at it.

Thanks, the problem is easily reproducible since the sound skips the same way every time i played a particular scene. I tried the movie on another TV without the sonos system and there is no problem. Could you please tell me how to report the problem to sonos and how to run a diagnostic?

This likely won’t make any difference, but make sure the TV is set to these settings:

HDMI-eARC Mode: Auto
Digital Output Audio Format: Pass-Through
 

And set the Blu-ray player to these settings:

Digital Audio Output: Auto
BD Secondary Audio: Off
Audio DRC: Off

 

What is the Bass currently set to in the EQ settings on the Arc Ultra?

This likely won’t make any difference, but make sure the TV is set to these settings:

HDMI-eARC Mode: Auto
Digital Output Audio Format: Pass-Through
 

And set the Blu-ray player to these settings:

Digital Audio Output: Auto
BD Secondary Audio: Off
Audio DRC: Off

 

What is the Bass currently set to in the EQ settings on the Arc Ultra?

Thank you very much it seems that it worked!
The settings were already all set like this except for the DRC which was on.
I also had an update in the meantime, so I'm not sure if it's the update or the setting, but the sound stopped skipping. I'll have to try re-enabling the DRC to see if that makes a difference but either way the problem is fixed
thanks again

@discab I’m glad that fixed it. And with Audio DRC set to Off, you will experience a higher dynamic range in the audio as the player will not apply any dynamic range compression. All of your Blu-ray discs should sound much better now.

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