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kuwarrulz_11
Enthusiast II
April 28, 2022
Answered

Subwoofer Gen 3 and Surrounds dropping out

Hi All,

Hoping to get some support here as Sonos support has been highly disappointing. I have had a Sonos Arc and Sub Gen3 for 7 months and recently added a pair of One SL’s to make the system a compplete 5.1.2. There were no issues initially until last week and quite recently I have started to experience the below symptoms:

 

  1. Sub Gen 3 and Surrounds completely pair out and produce no sound
  2. Produce Lag when a track is played
  3. All speakers show Online in the app (Arc+Sub+LS+RS)  and I dont see “?”
  4. Problem is consistent across platforms when it happens » Playing TV, Apple Airplay, Netflix, Youtube

I have a basic Wifi setup with dual band wifi and mesh that has been there for 6+ months. Initially, I tried rebooting each device which resolved the issue temporarily until it occured again. I then resetted the whole system from scratch starting with Arc, Sub and surrounds each. However, the problem didnt go away. I raised a case with Sonos and to my luck, I came across engineers who dont fully understand the problem and started recommending by shooting in the dark, I did however try all of that:

  1. Changing the Wireless Channel
  2. Hardwiring my Sonos Arc to Router and ensuring each component displays WM0

The problem still continues and experience is that if you let the media play for 15-20 minutes, it reconnects and then few minutes later gets back to problematic state. I have tried every possible combination, tried disabling Wifi Band steering, changing channel to 1, 11, Hardwiring, resetting but nothing seems to work. Neither, I am able to get hold of a qualified technician who fully understands the problem.

 

Unsure, if there is someone in the community who has faced this as mostly the boards I read have Play1’s, etc. I have the diagnostics from when the problem occured as below:

 

  1. 1411405691 » Sub and Surrounds complelety drop out and produce no audio. They show as Online in the App
  2. 1272869643 » Sub, surrounds and Arc are Out of synch and have lag which is easily distinguishable

The case number I have open is ******** . I was told telephonically yesterday that escalation team will be in touch but that hasnt happened. I feel I have wasted 3500 AU$ spent and should have stuck with Bose instead.

 

Would anyone know the escalation matrix in Australia as well?

 

Thanks

K

 

Moderator Note: removed case number

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Corry P
Corry PAnswer
Sonos Staff
May 2, 2022

Edit, May 4th: Hi all, I was a bit premature with posting the original best answer message in this topic. While we have been investigating Topilouf’s issue, we have not seen an increase in surround audio errors and do not see anything that suggests that you all will experience the same issue following the recent update. If you do experience issues while listening to your Sonos system, we always encourage you to contact us and we will do our utmost to support you.

Hi All

Just to let you all know, we have now identified an issue whereby some Sonos Home Theatre satellites will experience audio interruptions after the latest 14.6 update.

We are investigating the situation and hope to resolve it soon. At present, we have no further information to share.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
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22 replies

Corry P
Corry P
Sonos Staff
April 28, 2022

Hi @kuwarrulz_11 

Thanks for your post!

It looks like you’ve been back in touch since writing this. I’ve directly asked your local tier 2 technician to look at your case, and have also shared with them the following, similar thread here on the community.

I hope we find a solution for you.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
    Flo14000
    Flo14000
    Lyricist III
    April 28, 2022

    many of us are in this situation, it's since the update... I hope Sonos will soon publish a fix...

      Airgetlam
      Airgetlam
      April 28, 2022

      Have you provided a diagnostic to Sonos, and spoken with them?

      It’s entirely possible that while the symptoms you are experiencing may be similar, the cause may not. Giving Sonos hard data, via a diagnostic, and then talking to them would either be additional data for them to track down a ‘fix’, or possibly point at a separate issue in your local environment. 

      Bruce
        JohnnyDo123
        Lyricist III
        April 28, 2022

        Yep, this is happening to me as well, as I’ve documented on a larger thread on the Sonos Forum.  

        It’s also seen on the Sonos Reddit here → https://www.reddit.com/r/sonos/comments/ubqrdr/ever_since_146/

          Flo14000
          Flo14000
          Lyricist III
          April 28, 2022
          well when after an update, lots of people have the same problems, problems they didn't have before, it's because it's not from their environment but from the update...
            Ken_Griffiths
            Ken_Griffiths
            April 28, 2022

            Yep, this is happening to me as well, as I’ve documented on a larger thread on the Sonos Forum.  

            It’s also seen on the Sonos Reddit here → https://www.reddit.com/r/sonos/comments/ubqrdr/ever_since_146/

            Not having anything better to do this evening, I’ve been trying to reproduce the issue, but so far I haven’t been successful, my surrounds keep working after switching playback sources.

            I’m just wondering though, if your Arc is itself wired to the LAN, or if is it running in SonosNet mode (WM:0) - with another Sonos product wired? - I’ve just seen one, or two, posts mention that their setups were connected over SonosNet and I’m running my setup here on WiFi, but can switch things, if that’s a common denominator.

            If you are setup on wired SonosNet, does it make any difference if you run the HT setup in wireless mode (WM:1) instead?

              JohnnyDo123
              Lyricist III
              April 28, 2022

              My Arc is wired to the LAN and provides SonosNet for all my other products, including a separate Beam 2 5.1 setup in my bedroom.  So, yes they all show up as WM:0!  

              I have yet to try running them on a wireless mode (WM:1) but hesitate since SonosNet has never been a problem for me in the 2 years that I’ve had a setup. 

                Ken_Griffiths
                Ken_Griffiths
                April 28, 2022

                I should just perhaps add to only switch between ‘wired’ and ‘wireless’ modes if your are confident you know how to do that and can put things back - see this link:

                https://support.sonos.com/s/article/3209

                Flo14000
                Flo14000
                Lyricist III
                April 28, 2022

                I have already tried to connect everything via wifi but the problem is still there and the same, I tried with everything connected by wire and the same problem...

                  Ken_Griffiths
                  Ken_Griffiths
                  April 28, 2022

                  I have already tried to connect everything via wifi but the problem is still there and the same, I tried with everything connected by wire and the same problem...

                  Ah okay, thanks @Flo14000. It was just a thought that ‘wired mode’ might be a part of the issue.👍

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