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BostonMike
Contributor I
December 7, 2023
Answered

TV audio drops

I’ve got an Arc, Sub, and two One SLs set up in a surround system. They’re hooked up to a Samsung Frame. Initially when I paused and then unpaused the TV, the sound wouldn’t resume for a second or two. It was annoying, but not unbearable. Lately, however, the sound will randomly drop for lengthy periods--30 seconds to a couple of minutes. Sometimes I’ll have to back out of whatever app I’m using entirely to get it working again. There’s no discernable pattern to this that I can find. It happens whether I’m using the native apps on the TV, Nvidia Shield, or Google TV with Chromecast. Everything is hooked up to WiFi; the system is strong (the video, which is also hooked up via wifi, is never pixelated when this happens). Any ideas? Thanks!

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Sotiris C.
Sotiris C.Answer
Sonos Staff
December 8, 2023

Hello @BostonMike, welcome to Sonos Community!

Let’s try some basic troubleshooting steps that might resolve your issue.

First you can try to power-cycle your TV and Sonos (unplug power cable, wait for a couple minutes and then plug back in). Make sure the HDMI cable is properly seated on the back of your TV and Sonos Arc.

If you still experience audio dropouts, I would suggest to Submit Diagnostics within 10 minutes of the issue occurring and contact our Support Team for some live troubleshooting.

They have tools at their disposal to provide you with information and advice, specific to your system and what it reports.

I hope this helps.

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1 reply

Sotiris C.
Sotiris C.Answer
Sonos Staff
December 8, 2023

Hello @BostonMike, welcome to Sonos Community!

Let’s try some basic troubleshooting steps that might resolve your issue.

First you can try to power-cycle your TV and Sonos (unplug power cable, wait for a couple minutes and then plug back in). Make sure the HDMI cable is properly seated on the back of your TV and Sonos Arc.

If you still experience audio dropouts, I would suggest to Submit Diagnostics within 10 minutes of the issue occurring and contact our Support Team for some live troubleshooting.

They have tools at their disposal to provide you with information and advice, specific to your system and what it reports.

I hope this helps.

Leaving a like and marking Best Answer might make someone's day. Who knows, that someone might be you.
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