Sound cutting out intermittently on 2020 Frame TV with connected soundbar

[poprock]

I have the 2020 55" The Frame TV, and a Sonos Arc soundbar. I have the soundbar connected via HDMI ARC.

When I first switch on the TV, the sound is intermittent. It plays through the soundbar for a few seconds, cuts out for a few seconds, plays again, cuts out again, etc.

Disconnecting and reconnecting the soundbar usually fixes it. But that’s not really good enough – I need a permanent fix.

With the TV menu bar open, I can see the sound source auto-switching back and forth between HDMI ARC and just HDMI. When it says just HDMI, there’s no sound.

Any ideas? Has anyone else seen this issue?

[Roger8]

my sonos sound bar is connected via an optical cable to the TV

[poprock]

If I connect the Arc via optical then I lose out on Dolby Atmos, auto-syncing, and full control of the Arc from the TV remote. What I want is for the HDMI eARC connection to work properly.

[millsuk]

You are not alone, this seems like a major issue with Frame TV's. I've got a 55 and 75" Frame, both that aren't working with the Sonos Arc. Incredibly frustrating. There is a thread on Sonos community that seems pretty active (without solution)

[poprock]

Yeah, nothing from Samsung so far. We need a UK/EU firmware update for all their TVs with OneConnect boxes, not just The Frame range.

I can use the Arc in plain HDMI mode, but every couple of days it reverts to auto-switching back and forth between HDMI modes and the sounds cuts in and out as a result. I have to reboot the Arc (switch off at the plug, leave for a minute, and restart) to fix the problem. Every time.

[uxdiogenes]

I’m having this same issue and it’s incredibly annoying. Samsung needs to get a firmware update out to these TVs.

[DustinT]

I have the same issue with The Frame 65” and Sonos Arc. I did find if that turning off the Dolby ATMOS in the Samsung Advance Audio Settings and change the output to either PCM of pass through temporary helps. Sonos points the finger at Samsung.

[Tom8000]

Same issue here.

I have a The Frame 2020 75. As a Christmas present I bought a Sonos Arc. After some days I discovered the exact same problem. The sound is cutting off for a few seconds and plays again for a moment. The only thing working is to cut off the Sonos Arc and the "The Frame" from power for a few seconds. It obviously resets the connection HDMI eArc. Then it works for a session. 

Any news regarding the topic?

[Tom8000]

I got today the confirmation of Samsung that Sonos and Samsung work together on the issue. A software update can be expected in March according to the Samsung Support. 

[poprock]

That would be fantastic. Fingers crossed.

[RaySukhdeo]

Hi Tom, that’s great news! Could you forward me that communication? 

I’d like to hold them to that. I purchased a TU8000 75”, and Sonos ARC, having the same issues. I’m considering sending it back, and going with another TV that doesn’t have this issue. Thanks.

[Pete24]

This has been happening to me also since October, when I purchased both of these items together. It is incredibly annoying to unplug these items and have them reset every time you want to watch television.

Given it looks like Sonos and Samsung aren’t looking to fix the issue, has anyone had the experience of returning the items, which is easier to return?

[BogeyBobby]

excellent news.  Would love for this to work properly.  Thanks Tom8000

[DustinT]

Thanks Tom8000

[rlegare]

65" Frame 2020 model and Sonos Arc. Same problem. I'm using the optical connection workaround while waiting for a solution. So frustrating! At this price point, things should just work.

[poprock]

Yeah, optical connection works but then you lose the basic ability to control the sound volume with TV remote. A really frustrating workaround.

Let’s hope this update in March really does solve things.

[Schmidtsky]

I'll add my case to this thread so I can see updates on the thread.  Frame 65 with Sonos Arc.  I can usually get 2 days of usage before the hitting the audio cutout problem.  I am using arc instead of eArc as it seemed to be more reliable.  The only way to fix the audio problem once it starts is to cycle the power.  Hoping that the March update mentioned in this thread is the solution.  Until then my powerbar switch is the solution.

[Schmidtsky]

Today my Frame auto updated to 1460.9 so I went to the website to see if they also increased the version number available there.  Sure enough, there is a v1461.0 available for manual download now.  I may give it a try this weekend.

[poprock]

Do Samsung say anywhere what’s in these updates?

[Schmidtsky]

I could not find any information about what was in the patch.  Samsung also seems to have pulled it off their website as someone on the sonos board asked for a link but when I went back to the page, it shows the 1460.9 again.

The file I downloaded last night had the following info.txt inside the zip, so it looks like it is 1461, but if they pulled it, I am not sure I want to apply it to my TV without knowing why.

[Main information]
upgrade type: USB
model string: T-NKMUABC
major version: 1461
minor version: 0
build date: 2020-11-30
release name: SWU-OU_T-NKMUABC-01461-2020-11-30-Release
firm code: SWU-OU_T-NKMUABC_01461_2020-11-30
firm version: 01461.2020-11-30
used key type: NikeM rel key decrypted aes key/NikeM rel key private rsa key
tool version: 1.7
partitions: 123456789101213141518192223
md5sum: 55106665e3ce1e3d5fba1985a73d4946

If there is someone from Samsung on these forums, is the 1461 a legitimate firmware to apply?

[Eastman117]

I purchased the last boxed q95t 55" yesterday from jbhifi and I am also completely invested in the Sonos ecosystem. I plan on purchasing a Sonos arc t upgrade my playbar and just got an Xbox series X as a full system overhaul to bring it up to the new standard and generation of technology.

This EARC technology was one of the fundamental reasons for me upgrading so discovering these forums acknowledging comparability issues with eARC is unfortunately a complete deal breaker with the TV. 

I'll speak to the Samsung rep at jbhifi today to see if he can any insight into the update. 

If Samsung can 100% guarantee that this WILL be fixed I'm happy to wait and keep the tv but I'm not risking purchasing a brand new expensive top of the line tv for it to be left behind and not have it's widespread issues ignored by its faithful customers.

I dare say the still sealed box is going straight back to jb and I'll be waiting to upgrade to the new line once I know it has been fixed.

Samsung really need to comment here and atleast let us know IF there will be a fix. Its not worth risking until we KNOW that it will be resolved.