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Jgunn
Contributor I
January 30, 2021
Answered

Why can't Sonos solve the audio drop out issue?

Sony 900H TV with Arc. Simple system.

Chronic intermittent audio drop out. 3 longs support calls with no solution. Really?

Sonos had me:

  1. Send diagnostics;
  2. Reconfigure router;
  3. Change HDMI cable;
  4. Power down Sonos and TV;
  5. Change HDMI cable again; and
  6. Clean HDMI ports.

Still have random audio dropouts. Sometime audio spontaneously returns, sometime must turn off and back on. Really?

 

With so many reporting the same problem for 6 months, why no solution?

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controlav
controlavAnswer
Lead Maestro
January 30, 2021

Sony still have pending firmware issues on that specific TV. What source device are you using?

Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.
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9 replies

GuitarSuperstar
Lead Maestro
January 30, 2021

Which HDMI port is the Arc plugged into? In your TV’s settings, what is HDMI Signal Format set to? What are the options you can choose from?

"Receive with simplicity everything that happens to you." - Rashi
controlav
controlavAnswer
Lead Maestro
January 30, 2021

Sony still have pending firmware issues on that specific TV. What source device are you using?

Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.
JgunnAuthor
Contributor I
January 30, 2021

Thanks for the response.

 

Using the E Arc HDMI port.

A/V sync is "on".

eARC mode is "auto".

Dolby output is "Dolby digital plus".

Pass through mode is "off".

 

Suggest anything?

 

 

 

JgunnAuthor
Contributor I
January 30, 2021

TV (youtube tv, netflix, streaming TV, all delivered via ethernet to tv.

GuitarSuperstar
Lead Maestro
January 30, 2021

Is there a “HDMI Signal Format” setting?

Passthrough should also be set to Auto.

Also turn off AV Sync.

"Receive with simplicity everything that happens to you." - Rashi
JgunnAuthor
Contributor I
January 30, 2021

Turned A/V sync "off".

Can't find hdmi format.

 

But there is "digital out" which is set to "compressed without audio change".

The 2 other Options here are "only output compressed audio for multi channel content without change"  OR "always output in pcm".

 

 

GuitarSuperstar
Lead Maestro
January 30, 2021

Select “multi channel content without change” and make sure Passthrough is set to Auto.

 

Try this path: 

Settings > Watching TV > External Inputs> HDMI Signal Format

"Receive with simplicity everything that happens to you." - Rashi
JgunnAuthor
Contributor I
January 30, 2021

Found HDMI signal format.

3 options:

1. Standard (current setting);

2. Enhanced; and

3. Enhanced (Dolby version).

 

Chose #3?

GuitarSuperstar
Lead Maestro
January 30, 2021

Try Enhanced first. If that doesn’t help, try Enhanced (Dolby Vision).

"Receive with simplicity everything that happens to you." - Rashi
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