Potential Major Issue with 2020 Samsung tv's with One Connect and eARC

[Mike2020]

Hi All

Posted previously about my experience with a Q95T and Sonos Arc, and connecting via eARC. On enabling eARC to Auto on the Sound Settings, no sound is output from the device and thats from any source, in built apps/Dolby Atmos/4K Blu etc.

On turning eARC off, sound is restored through the soundbar.

I have contacted Sonos and Samsung directly with both blaming the other party for the issue and that's disappointing. 

On discussions with both communities, it now appears that users with the Q80T can connect via eARC, however many users with Q95T and Frame 2020 models cannot get sound via the eARC so potentially a big issue.

This also now sounds like a Samsung issue, as the standard eARC function not talking to the Sonos Arc via one connect, but other Samsung models are talking to Sonos Arc. I have seen evidence of this on a Q80T where eARC is working and the device shows as Reciever (HDMI eARC), on the Q95T, on setting to Auto you get Reciever HDMI.

Can this be escalated to samsung please as quite a lot of users are affected and returning tv's for other mfrs models?

Thanks

Mike

[AndrewL]

@Mike2020: Sorry to hear that you're experiencing this issue. I have gone ahead and raised this with our AV Specialists for further investigation, and will get back to you with any updates as soon as possible. Apologies for any inconvenience you have been caused.

[Mike2020]

Thanks Andrew

I was also on a chat support who has reset my tv to no avail. I am a bit flabbergasted by the lack of technical knowledge expressed as folows. I really would appreciate someone who knows what they are doing getting in touch and advising on what is appearing to be quite an issue:

Just to let you know that eARC is supporting 8k content.

‎4‎:‎39‎ ‎PM

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no its not

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its for uncompressed sound

‎4‎:‎39‎ ‎PM

Recieved Message

That might be the reason why you are not getting sounds because you don't have eARC content.

‎4‎:‎39‎ ‎PM

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hdmi 2.1 is for 8 k

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and high bandwidths

‎4‎:‎39‎ ‎PM

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no, that is not correct

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it does not recognise the eARC device

‎4‎:‎40‎ ‎PM

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eARC and HDMI 2.1 is just the same.

‎4‎:‎40‎ ‎PM

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ok, well if you check the tv specs, eARC is on port 3

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HDMI 2.1 is on port 4

‎4‎:‎41‎ ‎PM

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It is recognizin your device, it's just that you don't have an eARC content that is why it is not working.

‎4‎:‎41‎ ‎PM

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no its not

‎4‎:‎41‎ ‎PM

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I have photos from a user that shows what happens when you have a device that is earc

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if eARC is enabled, it displays the device as eARC connected

‎4‎:‎42‎ ‎PM

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I understand, but we need to check that out from your TV.

‎4‎:‎42‎ ‎PM

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even with no sound

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I am playing uncompressed 4k blu rays and there is no sound

‎4‎:‎43‎ ‎PM

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I already confirmed this from our product specialist and was advised that this is normal with the TV if you are not using an eARC content.

‎4‎:‎43‎ ‎PM

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that is earc contene!!!!

‎4‎:‎43‎ ‎PM

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no, that is wromg

‎4‎:‎44‎ ‎PM

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As I've mentioned to you the eARC supports 8k, not the normal 4k.

‎4‎:‎44‎ ‎PM

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It will only work if you have eARC content.

‎4‎:‎45‎ ‎PM

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wrong again, it supports both 4k and 8k, its not a video issue its audio. Do you know what eARC stands for?Enhanced Audio Return Channel.

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and eARC content is DOLBY TRU HD etc

‎4‎:‎46‎ ‎PM

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Can't believe you don't know this?

‎4‎:‎47‎ ‎PM

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I already coordinated with our product specialist about this, and I was advised that this is supporting 8k.

‎4‎:‎49‎ ‎PM

Sent Message

HDMI 2.1 supports 8k and 4k at high frame rates. eARC supports uncompressed audio. Hope this clarifies.

‎4‎:‎50‎ ‎PM

Recieved Message

Let me coordinate with this again, please hold on.

‎4‎:‎52‎ ‎PM

Recieved Message

I already checked this again and as I've mentioned to you the content that you are using is not eARC content. That is why it is not working.

‎4‎:‎56‎ ‎PM

Recieved Message

I haven't heard from you for a couple of minutes, I just want to check if you're still there?

‎4‎:‎59‎ ‎PM

Sent Message

sorry, I know this is wrong. The soundbar should emit sound either compressed or uncompressed when eARC is set to auto. If standard tv is played, you will receive sound, it sound from an uncompressed source is played it will also be passed through. As I have explained, I have played sound form all sources including Dolby Tru HD which is uncompressed sound that eARC can handle and no sound. I am afraid you are wrong in your statement. In your view then, what is eARC content?

‎5‎:‎00‎ ‎PM

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Can a product specialist contact me?

‎5‎:‎01‎ ‎PM

Recieved Message

We cannot be able to do that because we are not allowed to transfer customers to another representative including our product specialist.

‎5‎:‎02‎ ‎PM

[Mike2020]

Hi Andrew

Is there any update from Samsung on this matter - other users are reporting this issue and I need to know at a minimum if Samsung acknowledge this issue and are working on a fix please?

Reason for this is that many of us have a limited period of time to return, hence the urgency.

I really want to keep the product, however hope you understand why I cannot if there is a clear technical issue that is not being owned.

Thanks

Mike

[Mike2020]

Andrew and all

Feedback from Sonos as follows:

Hi Mike,

Thanks for the information.

The behavior you have reported and have experienced has already been notified directly to Samsung developers for further investigation. 

Sonos and Samsung engineers are working together to get this issue resolved as soon as possible.

- Once there is an update, we will make sure to notify the affected customers.

Thanks again.

With best regards,

Olivier H.

Sonos | Customer Care | Contact Us

[SONOSARC]

Hi Mike, after receiving a Samsung Q95T that had a faulty connect box which resulted in the sound  randomly  cutting out, we were pleased when this was replaced and all seemed fine. Then we realised that Alexa was a bit temperamental. Today much to my excitement our  Sonos arc turned up. Guess what..... exactly the same problem you are having!! I’m not impressed and will be emailing Samsung & curry’s tomorrow morning. I don’t have any faith in this TV at all now! I’ll be looking for a refund & purchasing another brand of TV. 

[Aaron15]

Hi all, I also have the Q95t and Sonos arc, I have also Experience the same problem. I just had one question if it shows dolby atmos  on the Sonos app does that mean I am now getting it on the Soundbar or that particular program or film just supports it? It didn’t really sound any different to me

[SONOSARC]

Hi Aaron,

Can you add a picture to show what you mean. I was speaking to Samsung today and they told me they are aware that there is an issue and they are currently trying to resolve it. Im still sending mine back tho. They have given me a code to give to the retailer to arrange collection. 

[HughBF]

I am having the same issue now on my new Samsung Frame TV - is there any fix or solution in sight to this problem? I was not told by Samsung (nor was it advertised appropriately) when I purchased this TV that this was going to be a problem...

[Johng11]

Hi Mike

I also have a major problem with the new Samsung Q80T tv and Q70T SB. I bought these product in late July and the TV and SB on the first TV I received form my retailer who not connect via the eARC port.
My retailer has now replace both TV and SB on the 13th of August and although I was able to get the SB to connect initially to the replacement  TV, after switching the TV on again the next day, the SB would no longer connect and the eARC port was showing no connect. The Q Symphony feature disappeared, even though it worked first time. I have now reset and set up the TV 4 more time, and this is happening every time 

Contacting Samsung support which was a waste of time, as they frankly do not know what they are doing. You might expect and issue connecting via the eARC port when using say a SONO SB but surely not between two Samsung products?