Answered

Audio Cutout - but only when sourcing from playbase or playbar

6 years ago
17 February 2018
32 replies
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Userlevel 1

kphagen
33 replies

I have a playbar on one tv and a playbase on another tv, also several other play:1 play:3 and connect:Amp.
When I use my phone or laptop as a source and switch to 'party mode', everything is perfect - always.
When I watch either TV with only it's playbase or playbar - it works flawlessly.
If, however, I attempt to group any other speakers to either the playbase or playbar sourced by TV sound - the audio cuts out every few seconds. This just started fairly recently - I recall watching some football this way (party mode) with no issues the entire evening - but by the time playoffs rolled around - it's not usable in that way. I'm unable to think of any significant changes that have been made since I recall this working - maybe the playbase is that new - it arrived on christmas day. :)

Another interesting thing to note is that the source playbase or playbar (depending on which tv I want to broadcast) never cuts out - only the satellite grouped speakers cut out - and they all cut out together.

This occurs with 'smart app' sourced audio as well as DTV sourced audio - I'm quite confident it's not a tv/receiver audio output issue in that the two setups are completely different but are behaving identically - also - the 'main' speaker never cuts out.

I tried switching between BOOST and home wifi - no change.
Only a single play:1 is not hardwired to the Gigabit Cat6e LAN.
I tried disabling the wificontrol - no change.
External interference is unlikely - I don't have many neighbors nearby.

I ran the diagnostics: 8505842
Currently playing Netflix Smart TV App in Master Bedroom - grouped in party mode and cutting out everywhere but MasterBedroom Playbar.

Associated ZP: 192.168.5.235
---------------------------------
PLAY:3: Bathroom
Serial Number: B8-E9-37-D0-90-8A:1
Version: 8.3 (build 40549090)
Hardware Version: 1.8.1.3-1
IP Address: 192.168.5.172
WM: 0
OTP:
---------------------------------
PLAY:1: Kitchen (L)
Serial Number: 5C-AA-FD-4D-FE-A2:F
Version: 8.3 (build 40549090)
Hardware Version: 1.8.3.7-1
IP Address: 192.168.5.235
WM: 0
OTP:
---------------------------------
PLAY:1: Kitchen (R)
Serial Number: 5C-AA-FD-4E-01-F2:D
Version: 8.3 (build 40549090)
Hardware Version: 1.8.3.7-1
IP Address: 192.168.5.243
WM: 0
OTP:
---------------------------------
PLAYBASE: Living Room
Serial Number: 5C-AA-FD-32-F1-5D:8
Version: 8.3 (build 40549090)
Hardware Version: 1.14.1.11-1
IP Address: 192.168.5.196
Audio In:
WM: 0
---------------------------------
PLAYBAR: Master Bedroom
Serial Number: 5C-AA-FD-17-9A-19:D
Version: 8.3 (build 40549090)
Hardware Version: 1.9.1.10-1
IP Address: 192.168.5.241
Audio In: Dolby Digital 2.0
WM: 0
OTP:
---------------------------------
PLAY:3: Office
Serial Number: B8-E9-37-DC-5C-42:8
Version: 8.3 (build 40549090)
Hardware Version: 1.8.1.3-1
IP Address: 192.168.5.208
WM: 0
OTP:
---------------------------------
CONNECT:AMP: Patio
Serial Number: 5C-AA-FD-EA-20-AE:D
Version: 8.3 (build 40549090)
Hardware Version: 1.17.3.1-1
IP Address: 192.168.5.60
WM: 0
OTP: 1.1.1(1-17-3-2.1)

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Best answer by kphagen 19 February 2018, 21:16

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Userlevel 1

Update5:

Regressing back to only the PlayBar and PlayBase - I was able to make it through over 5 minutes without any noticeable audio cut outs.

Diagnostic (success): 8512149

Plan: I'll keep the connect:Amp out of the mix and add just the same Play:3 as earlier back in and see what happens.

Userlevel 1

Update4:
With the Play:3 unplugged, the system did not roll back to perfect - however the frequency of the cut-outs appears to have diminished from every 5 or so seconds to maybe every 45 sec or minute...

Diagnostic (fail): 8511977
This Diagnostic should align with Update2 diagnostic above where the sound (allegedly) did not cut out.

Possibly I was not patient enough to notice actual skipping previously during update2 above.

Plan: I'll drop the connect:amp out of the set up, wait 5 minutes and then see if it can go a full 5 minutes with no cutout.

Userlevel 1

Update3:

That broke it - I didn't even have to group it, simply bringing the Play:3 online resulted in audio cutting out on the grouped speakers.

playbase(wired) + playbar(wired) + connect:amp(wired) + play:3(wired) = audio cut outs - did not even have to add play:3 to group.

Diagnostic (fail): 8511869

Plan: I'll unplug just the play:3 and see if it gets back to good.

Userlevel 1

Update2:
So far so good, I added the connect:Amp to the mix.
If anyone's following: playbase is sharing audio from direcTv - olympics; playbar is sharing audio from smartTv Netflix app - guardians of galaxy 2.

playbase(wired) + playbar(wired) + connect:amp(wired) = no audio cutouts when grouped to either playbase or playbar.

Diagnostic (success): 8511789

On Deck: Adding in a Play:3 (wired)...

Userlevel 1

Update:
I unplugged everything except for 1 playbar and 1 playbase.
I grouped playbar to playbase - no audio cutouts.
I grouped playbase to playbar - no audio cutouts.

Diagnostic (success): 8511677

Plan: I'll add in the connect:amp and see what happens, run diagnostic, post here.
Repeat with one more speaker until audio cuts out, then see if it's a quantity of sonos issue or a specific speakerset that's to blame.

K

I have the same issue with TV sound and just posted a message. Two surrounds and any grouped speakers cut out but Playbase works fine. I am pretty sure it is since the latest app/firmware update. Never had issues before.
Hopefully a solution will be forthcoming.

Userlevel 1

Are others able to replicate this issue when grouping other speakers with a playbase/bar tv source audio or is it just me?

I think I may try unplugging them all and see if maybe if all I have is a playbar and a play3 online - will it work, then if that works, bring one more online, etc... I just joined the beta program - maybe there's hope inside that...

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