Samsung Neo QLED 4K 55QN95A with Sonos Arc - Intermittent sound issue

[MilesAB]

Hi, I just purchased the Samsung Neo QLED 4K 55QN95A with Sonos Arc. After reading all the compatibility issues between Samsung and Sonos I was surprised that I didn’t have the sound issue...at first. Now I seem to have intermittent dropouts in the sound. Power cycling the Arc doesn’t work. Only power cycling the Samsung TV. Furthermore, I see that the Samsung TV is continually swapping between the HDMI eARC (Sonos) and the TV sound output. It seems that the TV is trying to play through the Arc but no sound is playing so it swaps back to the TV speakers for a few seconds and then tries again. This issue has been going for a few years according to the forum posts and there is still no fix.

Does anybody have a suggestion? It would be much appreciated as it is very frustrating.

[BruceH]

Hi @MilesAB,

Welcome to the Samsung Community.

I suggest to make an appointment for Support on a distance: https://bit.ly/2OhhbuU

My colleagues will check the settings and if not successful, will file an repair request, so our technician can come by.

[MilesAB]

Thank you. In fact I made the appointment and am now waiting for your colleagues to ring me.

[BruceH]

Okay, great! Let me know how things went 👍

[MilesAB]

The engineer logged into the TV and saw the issue. The only thing he could do is reset the HDMI protocol. I need to wait until it happens again. He did say he sees this issue 2 or 3 times a week so in his opinion it is not wide spread. He also told me not to trust the information on forums. The bottom line is Samsung are aware if the issue but have not managed to fix it yet in the last several years. I had a Samsung TV and Sonos beam before my current setup. That also had the issue as well. So that TV was purchased 5 years ago. I would expect that it plenty of time to investigate and fix.