Contributor I

Sound volume adjusts itself

23 replies
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I have a Samsung frame TV and have paired it with a sonos surround system. Early in 2022 I purchased the TV and then added a sonos arc sound bar, a Sonos Sub and also 2 one SLs to round it out. Everything was working well for several months and then suddenly I am experiencing an irritating problem. For some reason the volume goes down by itself until it eventually is completely mute. If I turn it up it will simply go down slowly until there is no volume at all. The only fix is to unplug the ARC to reboot and it works fine for about a week and then the problem repeats itself. Any thoughts on how to fix this as its getting very irritating.

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Pinned Reply By Jamie A

Hi @Chris Cummings, apologies as this seemed to have slipped by.

Looking into the diagnostics, it would seem that the mute command is coming from the TV. What's strange is that in the audio summary for the Arc, the volume isn’t showing at 0 or muted.

You’ve said the fix is to reboot the Arc, but can you try these steps to let me know if the Arc mutes itself again:

Remove the HDMI either from the Arc or TV.
Unmute the Arc (turning up the volume / pressing the play pause button)
Check to see if the Arc immediately mutes itself again.

Let me know if disconnecting and reconnecting the HDMI cable can help resolve the muting issue as well. Also, looking into the diagnostics, the Arc has only been active for 3 minutes. If the issue happens again, don’t reboot the Arc, as we can lose valuable diagnostic information. Instead, submit a diagnostics right away and keep the Arc running. My suggestions are based on the current diagnostics, but as the Arc has only been online for 3 minutes, we might be missing something that would point us in the right direction.

If the above doesn’t work and you experience the issue again, please reply back here with the new diagnostics number. You can also reach out to our support team for live troubleshooting when the issue occurs, just make sure to not reboot the Arc and Submit a diagnostics when it happens.

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Al your Pal

Lyricist I

Having a similar problem. It doesn’t completely mute, but it turned the volume down automatically to a very very soft level. By cleaning the top do you just mean a dry lint free rag across the top? I did try that and it hasn’t helped any help would be appreciated.

yep that’s all I did was a quick wipe down with a dry microfiber, fixed it right away. If that doesn’t work for you it might be a different issue. Sonos customer support can use your diagnostic logs to see where the soundbar is getting the commands.

J

Jkholley

Trending Lyricist I

appreciate the quick reply….. Sonos customer support is 45 min wait time

C

CPriceTX

Lyricist I

This started happening to ours today too. No dust on controls. The light on top of the arc is blinking red. We were told by diagnostic that there is an electrical defect in our amp causing the problem. Our whole system, including the amp, is less than 2 years old. We were told the only fix is to pay over $500 for a new amp because the warrantee is only 1 year even though this is an electrical defect with their product and there’s nothing we did to cause it.

Has anyone else had this problem or found a solution without buying an entirely new product?

Were pretty stuck because our whole theatre system is Sonos with in ceiling speakers so we can’t just switch back to a Bose system.

Stanley_4

Grand Maestro

Can’t help you now but if you do replace the Sonos you can buy a multi-year extended warranty package from many places. I usually add a Square Trade four year warranty to any Sonos I give as a gift.

C

CLew

Lyricist I

Unfortunately, I've been having the exat same issue for over a year now.

Very frustrating.

Stanley_4

Grand Maestro

Sonos is now directly selling extended warranties for select systems in some countries.

I

Irishjo13

Lyricist I

Did anyone find a fix? My issue is the opposite where it keeps going to max volume on its own. I tried chat but they said to call during Mon-Friday because they couldn’t figure it out. I tried wiping dust off but it didn’t help.

I

Irishjo13

Lyricist I

If someone has an Apple TV and the Apple TV Remote, I found out that the issue with volume maxing out or and decreasing on its own was not the Sonos Arc. For me it was the Apple Remote. Cleaning it didn’t work. I had to follow the reset instructions for the Apple Remote to disconnect it and reconnect it. That fixed the issue.

J

jmotorman

Lyricist I

So I have had the same problem with the volume on the arc going up to full volume. Wiped it down with a dry microfiber and it now works. So strange

L

LosU

Lyricist I

Did anyone find a fix? My issue is the opposite where it keeps going to max volume on its own. I tried chat but they said to call during Mon-Friday because they couldn’t figure it out. I tried wiping dust off but it didn’t help.

I fixed this by reseting my Apple TV remote. It must have been sending erroneous cmds. I first pulled the batteries from my Samsung TV remote but that did not work.

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