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Arc cutting out while watching TV

K
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  • khaz22
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I am trying to figure out my mom’s new Arc, and why it would be cutting out while watching TV.  It is working fine while playing music, and two other Beam’s are working fine with their TV’s.  I have not hard wired the Arc yet, but will try that this morning.  

The Arc is located far enough away from the router that I do not think this could be a problem.  She has a Samsung Q7 TV which played very nice with the Beam before the Arc arrived.  

Any help would be appreciated. 

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Best answer by khaz22 12 June 2020, 20:07

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21 replies

K
Userlevel 2
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Was able to fix with new HDMI cable!

E

Ive replace 3 hdmi cables and they work for the first week or two then the same issue happens again

 

Krishma M
Userlevel 5
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Hi @khaz22 and @ellsauto! Thanks for reaching out and nice that it’s working now with @khaz22. If you’ve done it several times and the same problem, may I ask what other devices connected at the back of your TV and also try different sources when playing on your TV? Submit a diagnostic of your system for further details of the system. Reply to us with the confirmation number, we’re here to help. Thanks! 

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E

I have a 2019 samsung Qled Q90.  On the samsung qled models nothing plugs into the back of the tv.  Everything plugs into a remote box called (one connect).  I have the one connect installed in a closet 25’ away.  Ive replaced 3 hdmi cables thinking that was the issue.  All ranging from $100-$200 each!  Every time I thought one was bad I would spend more money on a better quality cable.  Last week I replaced it again and everything worked fine until yesterday.  I unplugged and plugged back in the hdmi from the arc and it would start working properly.  Today it became an issue again and this time when I unplugged it and plugged it back in the cut outs were still happening but not as frequent.  Finally after getting fed up I was starting to think it was an issue with the actual arc.  I googled the issue and obviously Im not the only one having this problem.  I checked the software and everything is up to date.  I then read someone unplugged the power cord from the arc and it took care of the issue.  Sure enough I unplugged it and its working….. For now!  Also when I play music through the app all speakers including the arc work and when I turn the sonos system off and use just the tv speakers everything works 100%.  Im upset because I waited months for this system and Ive spent over $400 in hdmi cables!  I now know its not an issue with the tv and the hdmi cables.  The only thing left is the arc.  Its starting to get old at this point and Im wishing I didn't purchase this system!

 

Please advise

-Keith

Krishma M
Userlevel 5
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Hi @ellsauto, thanks for the details here. It would be best if we can try connecting it directly to your TV for testing purposes. It seems that the connection between the TV and ARC is unstable. We need to try it with different sources so we can isolate the issue. Just let us know. Thanks.

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C

I have a 2019 samsung Qled Q90.  On the samsung qled models nothing plugs into the back of the tv.  Everything plugs into a remote box called (one connect).  I have the one connect installed in a closet 25’ away.  Ive replaced 3 hdmi cables thinking that was the issue.  All ranging from $100-$200 each!  Every time I thought one was bad I would spend more money on a better quality cable.  Last week I replaced it again and everything worked fine until yesterday.  I unplugged and plugged back in the hdmi from the arc and it would start working properly.  Today it became an issue again and this time when I unplugged it and plugged it back in the cut outs were still happening but not as frequent.  Finally after getting fed up I was starting to think it was an issue with the actual arc.  I googled the issue and obviously Im not the only one having this problem.  I checked the software and everything is up to date.  I then read someone unplugged the power cord from the arc and it took care of the issue.  Sure enough I unplugged it and its working….. For now!  Also when I play music through the app all speakers including the arc work and when I turn the sonos system off and use just the tv speakers everything works 100%.  Im upset because I waited months for this system and Ive spent over $400 in hdmi cables!  I now know its not an issue with the tv and the hdmi cables.  The only thing left is the arc.  Its starting to get old at this point and Im wishing I didn't purchase this system!

 

Please advise

-Keith

Hi Keith,  I’m also have the same issue with my Samsung ‘The Frame’ TV (Model: QN55LS03TAFXZA) that I just purchased.  The Sonos Arc worked perfectly for a week and then all of a sudden started cutting in/out every 2-3sec when plugged into the E-Arc hdmi port.  Just like you mentioned (and for Sonos specialist reference) -  there is no HDMI port directly on the TV (all inputs are housed on the Samsung One-Connect box that is connected to the TV through a single cable).  Music works flawlessly through the Arc, but I’m unable to watch TV with it.  I haven’t tried a new HDMI cable, but sounds like that workaround will only last so long. Do you think there’s a compatibility issue with the Arc and the One-connect box? If they don’t work together than I will need to look for an alternative to the arc.

Thanks,

Chris

Krishma M
Userlevel 5
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Hi @Cberg007, thanks for reaching out. I’d suggest, try to connect the Sonos Arc directly to your TV first to observe the connection. Keep us posted here. Thanks! 

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C

Hi Krishma. As previously stated, my model of Samsung TV (QN55LS03TAFXZA) which I installed brand new last week, does NOT have a direct connection to the back of the TV.  Per picture below, all cables including hdmi/arc need to be run through the black box (called the one-connect).  I have the Sonos Arc directly connected with the one-connect via the hdmi cable included in the Sonos box.  Will the Sonos Arc not work if connected to the one-connect?  It worked fine for approximately 1 week and now it constantly cuts in/out despite music streaming working fine. Thanks - Chris

 

Krishma M
Userlevel 5
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Hi @Cberg007, thanks for your response and for the confirmation. We shouldn’t have any issues with Samsung One Connect so we need to isolate the issue first. Is there any way you can try a new HDMI cable, also an optical audio adapter for testing purposes. If there’s a way to connect it to another TV as well? We've received reports that when using certain Samsung TV's with Arc, that the Arc will loose its' ARC/eARC connectivity appearlingly for no particular reason. The Samsung TV stops responding to Arc CEC traffic until TV (or Arc) is rebooted. We need to find out if you’ve been affected as well. Let us know how it goes. We’re here to help. 

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C

I was able to resolve with a new HDMI cable - Thank you!

Krishma M
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Hi @Cberg007, thanks for keeping us posted here and I’m glad that it’s working fine now. 

Please let us know if there’s anything else we can help you with. 

It is our pleasure. We and the community are always here to help.

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J
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@Krishma M 

Do you know if Sony TVs are affected by the "TV stops responding to Arc CEC traffic until TV (or Arc) is rebooted" issue? 

I am asking because, my 75 inch Sony X950G TV stops playing sounds every other day when connected to my new Sonos Arc. I've been trying to fix this issue for almost a month without any success. Sadly, I am almost at the point where I want to return the Arc. :(

Krishma M
Userlevel 5
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Hi @joshni21, thanks for reaching out and for bringing this up. We totally understand where you're coming from and as far as I know, we shouldn’t have any issues with Sony TV. You have nothing to worry about, I’ll be working with you to get this fixed. First, I need to know what are steps that you’ve done so far? Have you tested a different HDMI cable? Do you also have other devices physically connected to your TV aside from the Sonos Arc? Just let us know. We and the community are always here to help.

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@Krishma M 

 

I was just on the phone with a rep that stated that Sonos and Sony are working on a patch that might fix this issue. But, there was no clear timeline on when it will be done or if its 100% confirmed. Anywho, there are no other device connected to my Sony TV. It just the TV and Sonos Arc.

 

Here’s a list of actions:

  • Restart Sonos by unplugging the power 
  • Reset Sonos via holding the pair button and plugging in the power at the same time
  • Delete the Sonos app and reinstall
  • Connect via Wifi only, connect via Ethernet only
  • Unplug power and let it set for 10 mins and replug
  • Reboot wifi routher
  • Change tv settings
  • Restart tv, factory reset tv
  • Check for TV and Sonos updates 
  • Submit several diagnostic # 
  • Chatted with Sonos repr online, forums and via phone
  • Change eArch capable HDMI
Krishma M
Userlevel 5
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Hi @joshni21, thanks for the detailed response and for keeping us posted here. Is it working fine when playing music using the Sonos app? I’m thinking if the issue is between the TV connections only that if you’ve tried a different HDMI cable and nothing else is connected to the TV, try to connect it to the standard HDMI port just to isolate if the problem is the HDMI ARC connections, also if you have another TV that you can try or the use the optical adapter. I know you wouldn’t get Dolby Atmos when using the optical adapter but this is just to isolate the problem. If you can also reply to us with the confirmation number of the diagnostic so we can further check on our end. If nothing works, try to check with Sony as well maybe they have other users having the same problem. 

Keep us posted here. We and the community are always here to help.

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Dogdad
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Hi @joshni21, thanks for reaching out and for bringing this up. We totally understand where you're coming from and as far as I know, we shouldn’t have any issues with Sony TV. You have nothing to worry about, I’ll be working with you to get this fixed. First, I need to know what are steps that you’ve done so far? Have you tested a different HDMI cable? Do you also have other devices physically connected to your TV aside from the Sonos Arc? Just let us know. We and the community are always here to help.

Wow.. you state no issues with Sony tv’s.. really??!! Look at the different threads that are weeks old… several , including myself have stated the sound dropping from the ARC using Sony tv’s. When are your engineers going to come out with a statement saying they know about the problem, probably an ARC issue, and state they’re working on it. 

Krishma M
Userlevel 5
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Hi @Dogdad, thanks for reaching out here. Yes, after getting this kind of report, our engineers investigated and working to get the expected behavior with the Sonos Arc. Sorry for the inconvenience. Will surely let you know once we have an update. You may also try a different HDMI cable if that will work. Just let us know. We and the community are always here to help.

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S

I’ve tried three different hdmi leads all of different quality and cost to no avail ! Still does the cutting out all the time not good I sick of it 🤬

Krishma M
Userlevel 5
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Hi @Steviep000, welcome to the Sonos Community, and thanks for letting us know here. We understand where you are coming from and our engineers are working on this to get this fixed. Let me share this thread with you. Hope this helps. We and the community are always here to help.

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O

YET ANOTHER ARC DROPPING AUDIO FROM TV! 
After reading the threads regarding this and I have a Sony KD-55A85 and my Arc drops out every 5-10 minutes and sometimes I get 20-30 minutes and I have to switch everything on and off, absolutely ridiculous! I have rebooted and reset, and reverted to the optical adapter, but with that you can not sync to the tv remote and you don’t get Atmos. The Arc is my first Sonos product and even though it sounds fantastic, I would seriously have second thoughts on buying another Sonos product.  How can I have 1-2 months of no trouble working perfectly and then it just decides to drop out?  I’ve now been dealing with this for 2 days and I’m already extremely disappointed, so I can imagine those that have been dealing with it for longer must be at the end of their tether by now.  Come on Sonos, sort your **** out or sell your products for £200 and then I could understand the issues and it would serve myself right for purchasing cheap ****. Oh, but wait THIS IS NOT CHEAP ****! Sort it out or it will be going back for a full refund and bye bye Sonos 

A
Userlevel 3
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@Krishma M

Do you know if Sony TVs are affected by the "TV stops responding to Arc CEC traffic until TV (or Arc) is rebooted" issue? 

I am asking because, my 75 inch Sony X950G TV stops playing sounds every other day when connected to my new Sonos Arc. I've been trying to fix this issue for almost a month without any success. Sadly, I am almost at the point where I want to return the Arc. :(

 

In case anyone else is hunting for this, I had the very same problem with the same TV (though only 55” version ;-)  Sound worked fine for cable tv, but the built in smart apps all dropped sound every couple days.  I believe they have since patched it as I have not had the problem in a couple months.  Yay!

 

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