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Arc and Sky Q

B

Hi got my arc Wednesday connected it to tv through hdmi arc port turned on sky q all was fine until I wanted to watch a film on Netflix or Disney + app through sky, there sound when watching trailers but no sound once I select a film to watch, any help would be much appreciated 

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Best answer by Jean C. 26 June 2020, 19:39

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Jean C.
Userlevel 5
Badge +16

Hello @brents82,

Welcome to the Sonos Community and thank you for reaching out with your question about your Sonos Arc.

If you are still experiencing audio issues, please start by submitting a diagnostic report  from your Sonos app while this occurring and post the confirmation number here so that I can take a look.

You should also confirm that your Arc is connected via HDMI/ARC or eARC directly to your TV and that the TV is passing a supported format on to Sonos.

Any further details that you can provide regarding the source of your media (cable, streaming, DVD) and the manufacture/model of your TV could help us help you to resolve this issue. 

 

 

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B

Hi thanks for reply 

diagnostic conformation number is 

811398398 

Arc is connected through hdmi arc via Samsung connect box the issue only happens when watching Netflix and Disney + apps through sky q if audio is set to Dolby digital plus, which you need to receive Atmos, there is no sound output at all but if I stream direct through the tv thereis  no issue With  sound on either app 

Jean C.
Userlevel 5
Badge +16

Hello @brents82,

Thank you for your response and diagnostic report number. 

I’ve noticed that some Samsung TVs aren’t passing the DD+ signal through correctly when eARC is enabled.

If you disable eARC within the TV settings when playing Atmos content from your Sky Q box, does this audio issue resolve? 

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F
Userlevel 1
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Hi @Jean C. 

 

I’m also having this issue. If eARC is enabled then I get no sound from the Sonos Arc. 
 

I can confirm if I turn this off, I do then get sound. 
 

Any idea on a timescale on your developers looking into this issue?

 

Regards

 

Frank

Jean C.
Userlevel 5
Badge +16

@FBhoy86,

Thank you for reaching out information here on the Sonos Community. 

We are now aware of this playback issue and are working to resolve it.

Unfortunately I do not have a time-frame for when this might occur. Please keep an eye out for further information here or on our announcement forum.

 

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H

I also have the ARC and I am having a similar frustrating result when watching Netflix or Disney+ via connected Roku Ultra with content that is DD+.  Sound cut out intermittently or just goes away entirely. Was told by Sonos tech to just switch to PCM rather than bitstream essentially defaulting to 2-channel stereo (didn’t spend that kind of money for stereo sound); also stated it was a Roku issue. Playing same sources directly through LG TV works fine. Oddly I have received Atmos through both methods, but via Roku it is Inconsistently problematic. 
Sad thing is especially after the Beta test and possible update, I am no more impressed with the ARC (sound quality and stability) as I am my Beam; should have just bought another Beam instead in hindsight. The Beam worked seamless with the Roku. 

Jean C.
Userlevel 5
Badge +16

Hello @hoffw68,

Thank you for reaching out to the Sonos Community with your issue.

The current reliable workaround is to disable the eARC when using DD+ audio and only enable eARC when you are playing Dolby Atmos True HD audio.

   

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H

So my aging Denon AVR has no issue dealing with processing DD+ audio and DTS for that matter, but your telling me to essentially switch to 2-channel audio (switch from Bitstream to PCM)? I am assuming that is what you mean by stating disable eARC?

Jean C.
Userlevel 5
Badge +16

@hoffw68, 

I mean Switch to ARC rather than having the eARC feature enabled on your TV. 

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H

My LG TV doesn’t technically have eARC as an option to enable/disable, but yet it does pass Atmos. So even though I prefer the functionality of the Roku, seems using TV Apps (Tablo, Netflix, Disney+) is the direction I’ll have to take due to limitations between Sonos and Roku; at least if I want improved sound. Either that or switch back to my Beam which sounds just as good as Arc anyways. Thanks. 

Jean C.
Userlevel 5
Badge +16

@hoffw68 

Understood. The issue seems to only be related to the way that the LG TV is handling and passing on the DD+ signal from the external HDMI source. 

As a Roku user myself, I do understand and this is frustrating from my end as I do not have a good workaround for this specific issue. Are you able to set this back to DD 5.1 rather than DD +?    

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Krishma M
Userlevel 5
Badge +13

Hi folks. Here's an update for all users using Samsung 2020 QLED (LS03T) Range in the US.
Samsung released a firmware update version 1402.1 that may assist in mitigating the issue.
Currently, the update appears to only be available for US models and via a manual USB update.
Reach out to Samsung for further assistance and hope this helps.
We and the community are always here to help.

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