15.8 update is a nightmare

Bonjour 

ma télé : Samsung QE55Q83 avec une version à jour 1520

Sonos en version 15.9

cela ne fonctionne toujours pas

je ne vois pas comment Sonos aurait résolu le problème sans changer de version ! 

je vais les appeler afin d’avoir un ticket d’incident 

Mais quand on paie des centaines d’Euro et devoir débrancher son enceinte tous les jours je ne comprends pas que Sonos ne soit pas en mesure de traiter le pb plus rapidement 

je reviendrai avec les résultats de mon appel

Note that the Staff here suggest that If everything is up-to-date and you still have this issue, then to get in touch with their technical support team to report it - Maybe reproduce the disconnection issue and submit a diagnostic report etc. then get in touch with them via the link.

Hope you get it sorted.👍

Hi @orenhazan et al

There was a similar issue recently whereby Beams would have no audio when playing TV audio coming from certain Samsung TVs, which has now been resolved. As your TV and Beam seem to be losing the connection between them, however, this seems like a different issue. I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

I hope this helps.

the technical support team until now don’t have a fix to the main issue after the update to 15.8 and the issue is every time you turn on the tv the beam not connect to the tv the only way is to turn off and on the beam.

the fix to this issue is only a frimware update please work on that. 

Hi @orenhazan 

There will never be a fix if people do not get in touch reporting that there is an issue. I believe this issue has been confused with the other one I mentioned, so anything you were previously told probably related to that and not to this. Unless further reports come in, it will be assumed that the fix for the other issue resolved everything.

In case you think posting here is enough, it is not - we need cases that can be referenced, troubleshooting performed, diagnostics taken and likely also records of what TV models and firmware versions are affected, to even begin looking into it. So, please do get in touch. Thank you.

@corry-p Would it be adequate to submit a diagnostic and then submit the issue using the Chat system or is it necessary to call it in?

Hi @Stanley_4 

Good question! Chat is generally best kept for the easy stuff - if there is significant troubleshooting to be performed, an agent on chat may well request that you call by phone instead. I’d always recommend calling, but I can understand why some may prefer chat. With this issue, I think a call would be best.

update: samsung release 1602 frimware for their tv a lot of users with beam 2 and samsung tv say that this frimware fix the issue.

i am also update my samsung s95b to 1602 frimware and from the morning my beam connect to my tv without any issue.

i hope it stays that way.

the 1602 samsung frimware works better but not perfect and sometimes there is still a connection problem. but much better than before the update.

the beam connect problem happen every 4 or 5 time that i turn my tv on and not every time i turn my tv on. so there is some improvement.

the next fix i hope come from sonos and everythings will be perfect.

Bonjour à tous,

j'ai enfin réussi à résoudre mon problème après 2 appels à Sonos et 1 appel à Samsung

Avec Sonos nous avons retiré tous ce qui étaient branchés à la TV sauf la Beam

Puis j'ai également retiré les mises à jours automatiques (sur l'iphone) Sonos

Puis j'ai appelé Samsung et on a fait un reset d'Usine - attention pas celui que vous pouvez faire seul - celui fait par le technicien Samsung 

Et Depuis je ne perds plus la connexion E arc toutes les nuits 

Par ailleurs il faut noter que ma tv est passée sous une version 1602 entre temps !

Bref vous l'aurez compris je ne sais pas si c'est l'arrêt de la mise à jour ou le reset de la tv qui a résolu le pb.

Bon courage à tous