Hi,
Issue
My sound is cutting out on the TV. I have a Playbar and two Play:1 surrounds.
Setup
The Playbar is connected to the Sony TV via optical and is hard-wired via Ethernet to a router (via an unmanaged switch). I have experienced the sound issue on both an Amazon Fire TV and Sky Q
I have sent diagnostics - 731055792.
Any help would be appreciated
Best answer by enkay4
Morning all.
So, after a couple of hours of tinkering, I finally whittled the issue down to the Sky Q box.
I had originally stated that the issue was present with my Amazon Fire TV, however I tried it again as a part of my troubleshooting process and it worked ok, so this must have been a red herring.
In terms of other troubleshooting actions:
Finally, per my previous post, after completely resetting the Sonos Playbar and creating a new system (minus Play:1s), the problem persisted.
As a last resort, and having read previous posts about wireless interference, I decided to have a play with the Sky Q engineers’ menu and see what I could configure there.
Because I have (almost) everything hard-wired, I have no need for the Sky Q to be sending or receiving Wi-Fi, so I switched-off the 2.4 and 5GHz wireless settings. Et voila! No problems since (touch wood!)
As a side note, I hadn’t changed anything prior to this issue occurring, so I am none-the-wiser as to what caused it.
Have you tried unplugging the Playbar and TV from power for a couple of minutes? You might also try using a different optical cable.
Have you tried unplugging the Playbar and TV from power for a couple of minutes? You might also try using a different optical cable.
Hi there, I have had the system unplugged for most of the day and the issue still persists.
I haven’t tried a new optical cable, although this has been untouched for some time. Are they liable to failure?
I haven’t tried a new optical cable, although this has been untouched for some time. Are they liable to failure?
It’s not common for an optical cable to fail, but it wouldn’t hurt to try a different cable just to rule that out.
Does the sound cut out on both the Playbar and Play:1s? If you remove the Play:1s as surrounds or disable the surround speakers, do you still experience the cut outs?
Ok, so I have completely reset the Sonos system and re-added / setup, and I’ve changed the optical cable. I’ve even put the Soundbar back onto Wi-Fi.
Still it persists.
I’ve submitted a new diagnostic: 1091176215
Best bet, once the diagnostic is submitted, is to call Sonos Support directly to discuss it. Waiting for a forum moderator to have time from their normal duties to read your diagnostic could take much longer (or be immediate, but that’s unlikely).
When you speak directly to the phone folks, they have tools at their disposal that will allow them to give you advice specific to your Sonos system and network.
Morning all.
So, after a couple of hours of tinkering, I finally whittled the issue down to the Sky Q box.
I had originally stated that the issue was present with my Amazon Fire TV, however I tried it again as a part of my troubleshooting process and it worked ok, so this must have been a red herring.
In terms of other troubleshooting actions:
Finally, per my previous post, after completely resetting the Sonos Playbar and creating a new system (minus Play:1s), the problem persisted.
As a last resort, and having read previous posts about wireless interference, I decided to have a play with the Sky Q engineers’ menu and see what I could configure there.
Because I have (almost) everything hard-wired, I have no need for the Sky Q to be sending or receiving Wi-Fi, so I switched-off the 2.4 and 5GHz wireless settings. Et voila! No problems since (touch wood!)
As a side note, I hadn’t changed anything prior to this issue occurring, so I am none-the-wiser as to what caused it.
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