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LeeDeaks
Contributor I
July 23, 2022
Answered

14.2 update - now no surround sound

My surrounds have stopped working over the past few days and I have removed and re-added them but still not working. I have an Arc, Sub and a connect amp connecting 2 surrounds. All are S2 using 14.2. If I set up connect as separate zone all sounds plays fine through my surround speakers, so I know amp is working. When I reconnect them as surrounds Sonos adds them ok and connect Amp can control volume of Arc no problem but no sound coming from surrounds when playing music in full or ambient mode. I have tried to toggle surrounds on and off. I have also tried trueplay tuning but when it starts it says some speakers appear to be missing. 
 

Is there a way to roll back to version 14.11, and has anyone else experienced this issue since the update 4 days ago?

 

cheers

 

Lee

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John BAnswer
July 23, 2022

Hi.  I assume you mean 14.12 not 14.2?  Have you updated both the app and the system?  (You can do a ‘check for updates’ to make sure.)  There is no point in winding back, even if you could, because this is highly unlikely to be a generic problem in the software.

Sometimes, when the speakers reboot as part of the update, a router may get confused over IP addresses.  The first thing to try would be to remove the surrounds from the Arc, power off your router and all Sonos devices, then power router fully back on before powering up the Sonos devices.

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ratty
ratty
July 23, 2022

And you can still sell on the C:A.

Yep, But be a responsible seller and state that the trade-up discount has already been claimed. 

    GTG1867
    Lyricist III
    July 30, 2022

    I am having the same issue as the original poster but I have an Amp not connect:amp. Does the wiring still matter? Everything worked fine for months and months until it just stopped and the amp connected speakers work fine standalone just not as surround sound with my Arc. Here is the setup

     

     

    ratty
    ratty
    July 30, 2022

    You don’t need a wired connection to the Amp,

    Is there any other wireless device close to the Arc or Amp?

      GTG1867
      Lyricist III
      July 30, 2022

      I also have a connect:amp sitting next to it for a different zone, but again that hasn’t changed at all recently (it’s possible the software update to 14.12 happened in the background I didn’t notice and somehow changed things)? I have tried rebooting most everything but hasn’t helped so far.

      ratty
      ratty
      July 30, 2022

      The Connect:Amp doesn’t appear in the screenshot.

      Try moving it a bit further away from the Amp, ideally 50cm or more. 

        GTG1867
        Lyricist III
        July 30, 2022

        I also have a sub in living room setup and that’s working fine. Here is the whole system

         

         

        GTG1867
        Lyricist III
        July 30, 2022

        I also tried turning off the connect:amp to see if it was interference but that didn’t change anything. Also tried the usual rebooting of everything including router but no luck either. 

        Jf76kf83
        Contributor I
        August 15, 2022

        Same issue here. Am at the end of my tether with it and thinking about just selling it

        Airgetlam
        Airgetlam
        August 15, 2022

        “Same Issue”​ just doesn’t provide enough actionable data. I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it.

        There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

        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. And it may not prove to be the “same issue” at all. 

        ​​​​​​

        Bruce
        MarshallMarshall
        Lyricist III
        August 23, 2022

        I have just sent the following letter to Patrick Spence, President and CEO, SONOS, Santa Barbara, CA: “Short and directly to the point!  Your firm’s software upgrade to 14.12 has made my ARC + Gen 3 + two (2) SL Ones impossible to listen to.  You have turned a wonderful system into a Yugo.  Many of your customers are experiencing the same problem.  One has recommended a class action lawsuit. Suggestion: read their comments on the Sonos community forum.”   Unless they fix this problem ASAP, the company cannot stay in business.  No one who has heard my system with the 14.12 upgrade would ever buy a Sonos product.  

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