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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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20 replies

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.

    LeeDeaksAuthor
    Contributor I
    July 23, 2022

    Thanks John yes I meant 14.12 . I will try the reboot in the order you have said but everything already looks connected correctly and my connect amp controls main arc sound ok. All appear to be ok IP wise and all have the same build version

    ratty
    ratty
    July 23, 2022

    Your system appears to be in “wireless” (WiFi) setup mode, i.e. without a wired Sonos component. For Connect:Amp to drive surrounds the system has to be in “wired” mode, with a wired connection between the C:A and the master home theatre device (i.e. your Arc).

    https://support.sonos.com/s/article/2237

      LeeDeaksAuthor
      Contributor I
      July 23, 2022

      Hi Ratty thanks for the reply. My connect amp is set to wifi disabled. I have the connect amp wired to router. The Arc is set up as wifi. It was working fine for months. It’s literally been the last few days it stopped. I see the connection info says it has to be wired to the arc aswell, perhaps that has changed as that wasn’t what I had before. I had tested that with wired from arc to connect and to router with Ethernet and it does work, but that’s not what I had before and is a pain as my arc has all wiring plastered into wall so now I have an ugly Ethernet cable hanging down the wall. 

      ratty
      ratty
      July 23, 2022

      The rules haven’t changed, ever since the option to use the Connect:Amp for surrounds was first introduced. 

      The C:A lacks a 5GHz radio, so is unable to make a low-latency direct wireless connection to the Arc. It must therefore use a wired path, as 2.4GHz can’t be relied upon to deliver low latency owing to overcrowding in the band. 

      As there has to be a wired path between the C:A and the Arc, the system must be in wired (SonosNet) mode WM:0. Your Arc was showing WM:1.

        John B
        July 23, 2022

        You have to have the Arc and the Connect:Amp wired to the router OR the Arc wired to the C:A and be in Boost mode. Boost mode can be achieved by wiring the Arc or another Sonos device to the router.

        You should not have the C:A as the only wired device.

        LeeDeaksAuthor
        Contributor I
        July 23, 2022

        Ok appreciate the info, just very strange that I had been  using the arc wirelessly with the connect amp since I got it 3 months ago with no issues. I guess I’ll have to dig my plasterwork out again.

         

        cheers

         

        Lee

        John B
        July 23, 2022

        You say strange. I say inconceivable!

        https://support.sonos.com/s/article/2237?language=en_US

          ratty
          ratty
          July 23, 2022

          You might have simply got lucky, in that the latency for the roundabout trip Arc→2.4GHz WiFi → router → wire → C:A somehow managed to stay within bounds.

          Alternatively Sonos might have taken steps in 14.12 to disable such an unsupportable arrangement. 

          There is an alternative to digging out the plaster. Trade up the C:A and replace it with an Amp. The C:A should get you a 15% discount.

            John B
            July 23, 2022

            And you can still sell on the C:A.

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