Sonos Arc keeps disconnecting from Samsung TV when turned off

D

Hi all,

 

I'm hoping someone could help me. I've recently purchased a Sonos Arc and installed it yesterday. I did this by simply connecting the arc to my TV via HDMI arc. It was a bit hit and miss when connecting to my Samsung JU6400 series TV. It seemed to have problems when connecting with the Anynet+ (HDMI-CEC). Eventually, I got it working.

 

However, after turning the television into standby mode (off), it disconnects from the Sonos arc and I have to reconnect it all over again.

Any ideas as to why its doing this and anyway in which I can fix it?

 

Thanks all,

 

Adam

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35 replies

K

Has there been any solution for this problem? My sonos arc constantly is losing connection to the hdmi arc and when try to repair it always fails. I’ve reset the tv settings multiple time, turned off auto tv auto play, unplugged/plugged the bar in. All sometimes worked but inconsistent. My tv is an LG OLED 65B6P

W

This has been reported and going on for 8 months.  How is this still an issue?  Is there a fix?   It’s absurd to have a system this expensive that I have to unplug twice a day.  It’s embarrassing.  

W

It’s always nice to post on the company message board about a problem and your frustrations with their expensive product and get ZERO response or feedback.  

D

So, I think I have worked it out. I have unplugged my Chromecast which was being picked up by the Anytime+ settings on my TV and since then my Sonos arc has not disconnected at all. However, I don't want to keep my Chromecast device unplugged all of the time.

 

Any ideas?

Thanks!

AjTrek1
Userlevel 7

Just FYI...I had the same issue with my 2020 LG NANO losing connection to the Arc after TV shutdown. As it turned out it was a known issue with LG of sound bars (not bearing the LG brand) disconnecting upon TV shutdown. A software update resolved the issue.

My point being is that it may be worth contacting the TV manufacturer to inform them of the issue. If enough complaints are logged it may behoove the TV manufacturers engineering department to look into a probable bug in the software/firmware.  Just a thought :thinking:

Cheers!

Together Everyone Achieves More = T.E.A.M.
M

Hey this just happened to me.  I replaced the Hdmi Cable and it worked this morning going to keep monitoring seems it's a defective HDMI cable

R

Hi. I am having the same problem with my Sonos arc & new Samsung Q95T tv. Everytime I turn off the TV the e-arc connection is lost and Sonos is not reconnectingeven though I have not changed any settings.

 

here is the diagnostic id 2103091104

and the second one after restarting TV 743416679

can you please help?

/Spencer

Stanley_4
Userlevel 7
Badge +22

This is a community, user to user forum. Sonos staff presence can be a bit spotty.

For  Sonos support you need to call in or use other methods on the Contact page for your country.

Xander P
Userlevel 6
Badge +15

Hi @Rodspencer and @WhiskeyRowe,

Issues such as this can sometimes be down to other HDMI devices interfering with communication between the Arc and the TV - would it be possible to test if this is the case by seeing if you continue to have problems with only the Arc connected to the TV?

It may also be worth checking the CEC/Anynet + settings on your TV - if you have any settings relating to Power Sync/Auto Power Off, it may be worth disabling these also.

If you’re still having issues, however, then as mentioned by Stanley_4 I would recommend reaching out to our Support Team via either live chat or phone call, as they have more tools available, and will be able to perform some live troubleshooting with you.

J

Prior to submission I had been watching TV all evening with perfect sound via Sonos. Please don't route me back to the tele call center as I already had troubleshootEd 10+ times and Spent 15+ hors including both Sonos and Samsung call centers, yet Not resolved and Sonos wouldn't take Responsibility to fix the Persistent issue which has been open since n year.

I then turned ONLY the TV off, after an idle time of about 2 hours, turned ON the TV to watch, Upon turning It, the ARC had lost its HDMI connection with the TV, no audio signal detected (even though nothing had changed in my system since a perfect connection, other than toggling the TV power off/on) . This is the persistent behaviour I am experiencing.

 

Working Diagnostic 1618812137 - Not working Diagnostic 121305903

My system status at point of submission was:

  • Samsung TV: ON, with volume unmuted at medium level

  • Samsung model number: UN50JS7000

  • Sonos connection used: HDMI ARC

  • HDMI connections: Chromecast, FireTV stick, Laptop, Sonos ARC 

Sonos system: ARC plus 2 x One (Gen 2), all ON, connected to TV via its HDMI-ARC output

Sonos App: Apple iOS: Running

Let me  Know What Additional Information  You Would Need To Get This Rectified.

Simon B
Userlevel 6
Badge +16

Hi @doddy1000, Thanks for reaching out and welcome to the community. Regarding your concern about the TV being disconnected to the Sonos Arc after turning off and on, I’ll ask you to submit a diagnostic report before turning off the TV and after turning it back on to compare and for us to further investigate what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this issue. 

Let us know how you get on with the advice above.

We're here to answer any further questions you have.

Help others find useful content by clicking the like button and selecting the best answer to your question
Simon B
Userlevel 6
Badge +16

Hi @doddy1000, thanks for the update, Regarding your concern, what I’m thinking is that there could be interference on both devices that are connected through HDMI ports at the same time which uses Anynet+. ’ll ask you to submit a diagnostic report before turning off the TV and after turning it back on to compare and for us to further investigate what could be causing this issue.

Let us know how you get on with the advice above.

We're here to answer any further questions you have.

Help others find useful content by clicking the like button and selecting the best answer to your question
D

Hi Doddy thanks for the tip. Have the same issue with a Samsung tele. Was having to pull the plug out to get it to reconnect which is fairly drastic.
 

Removing the barely used chromecast from its HDMI slot has fixed it. Would rather Samsung/sonos had a permanent fix but it works for the moment. 

D

Had the exact same thing regarding the TV only connecting when unplugged/plugged back in. I'm glad disconnecting the Chromecast worked for  used too.

I too also use my Chromecast rarely so it's not the end of the world, but, it is still slightly frustrating for when I will want to use it. 

Have you contacted Samsung about the issue? I have done so several times and they refuse to admit fault. They have admitted that there is something strange happening. However, they want me to fork out the bill for this as my TV is no longer in warranty! How nice of them!

D

Hi @doddy1000, Thanks for reaching out and welcome to the community. Regarding your concern about the TV being disconnected to the Sonos Arc after turning off and on, I’ll ask you to submit a diagnostic report before turning off the TV and after turning it back on to compare and for us to further investigate what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this issue. 

Let us know how you get on with the advice above.

We're here to answer any further questions you have.

Hi Simon,

 

I have submitted two Sonos diagnostic reports as requested. The reference numbers are: 1427088647 (this is with the TV being already on) and 2046687075 (this is with the TV being turned off and on again).

 

Many thanks and I look forward to hearing from you.

 

Adam

Simon B
Userlevel 6
Badge +16

Hi @doddy1000, thanks for the update. I appreciate you taking the time to submit the diagnostic report. Upon checking the diagnostic report. I was able to see that everything is all good with the Sonos Arc. it shows it was online and connected. I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps to this issue. 

Let us know how you get on with the advice above.

We're here to answer any further questions you have.

Help others find useful content by clicking the like button and selecting the best answer to your question
D

No I haven’t contacted Samsung. From looking on the internet there’s a large number of people with problems with LG/Samsung’s teles and HDMI CEC issues. Going to stick with having the chromecast disconnected and only plug it in on the occasions I need to use it. 
 

Don’t think my next tv will be a Samsung though. Will do some under in-depth research before buying a new one to avoid such problems as this! 

Once again thanks for the tip. 

Y

Got a Samsung TV ( UA65JS9000K) as well and AppleTV (latest model) connected with same issues ! AppleTV is my main source so that’s a problem! Any ideas on how to tackle ?! Diagnostic 1413822577 with Arc disappeared and 660101713 with arc manually reconnected (via restart). router is eero - have a dozen other Sonos and no issues there. 

 

Simon B
Userlevel 6
Badge +16

Hi @YoeF, Thanks for reaching out and welcome to the community. Thanks for bringing this up and we understand where you're coming. I appreciate you taking the time to submit the diagnostic report. Regarding your concern, upon checking on the diagnostic report that you’ve sent. I saw both the diagnostic reports. and saw that the Sonos Arc was missing and it went back on the diagnostics. I’m thinking it could be interference between the Apple TV and the Sonos Arc. I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps.  

Let us know how you get on with the advice above.

We're here to answer any further questions you have.

Help others find useful content by clicking the like button and selecting the best answer to your question
G

I have an LG TV to which I’ve just connected a new ARC, and I’m getting the same problem; despite setting up the ARC correctly via HDMI and it working perfectly with zero problems, every time I turn the TV on the ARC has lost its HDMI connectivity, and I have to repeat the setup. Given the number of reports of this issue and the wide variety of TV manufacturers involved, I cannot believe that it’s all the TVs which are wrong. This rather points to something in the ARC software/firmware, maybe with the HDMI handshake which occurs when devices are switched off and on again ?

Simon B
Userlevel 6
Badge +16

Hi @garyganesh, Thank you for reaching out and welcome to the community. Thanks for bringing this up and we understand where you're coming from. So we can further check on the status of your Sonos Arc with the TV, 

I’ll ask you to submit a diagnostic report for us to investigate further what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this issue.  

Let us know how you get on with the advice above.

We're here to answer any further questions you have.

Help others find useful content by clicking the like button and selecting the best answer to your question
G

Hi Simon,

Thanks for the help. My diagnostic reference number is 1896569110.

My system status at point of submission was:

LG TV: ON, with volume unmuted at medium level

HDMI Source: Sky set-top box, ON, sending video & audio to TV via HDMI

Sonos system: ARC plus 2 x One (Gen 2), all ON, connected to TV via its HDMI-ARC output

Sonos App: Android: Running

Prior to submission I had been watching TV all evening with perfect sound via Sonos.

I then turned ONLY the TV off, waited 10 seconds and then back on again. Upon turning it on the ARC had lost its HDMI connection with the TV, and when I used the facility to re-establish it, it told me there was no audio signal detected (even though nothing had changed in my system since a perfect connection all evening, other than toggling the TV power off/on) . This is the persistent behaviour I am experiencing.

All help very gratefully received ! :)

Simon B
Userlevel 6
Badge +16

Hi @garyganesh, thanks for the update. I appreciate you taking the time to submit the diagnostic report and doing some troubleshooting steps in resolving the issue. Upon checking the diagnostic report, I can’t see anything wrong on the Sonos Arc, and since you've done some troubleshooting steps and the issue persists. We’ll take this further. I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps.  

Let us know how you get on with the advice above.

We're here to answer any further questions you have.

Help others find useful content by clicking the like button and selecting the best answer to your question
G

Hi Simon, thanks for the reply.

I would love to talk to your phone support team, but the link you’ve given me here just takes me to the general ‘Sonos support’ Q&A page, and I cannot find anywhere on that, or elsewhere on the Sonos site, any contact telephone numbers. Please could you tell me the most appropriate support phone-number for me; I’m based in the UK. Thanks.

Simon B
Userlevel 6
Badge +16

Hi @garyganesh, thanks for the update. Regarding your concern, I’ll send you a private message regarding this issue.

Let us know how you get on with the advice above.

We're here to answer any further questions you have.

Help others find useful content by clicking the like button and selecting the best answer to your question
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