Lost surround and sub ( after update ?)

I understand - I only meant this is what I am experiencing. I don’t use the ATV 4k that much and have tried it to see if it makes a difference before doing the assistant thing… I am still watching and switching channels on my Roku tv and it has still not crapped out “yet”.

I have had drop outs daily since 14.6 when the Apple TV was disconnected just using Roku tv. That is all I was trying to say. Doesn’t matter if I switched inputs or not, still happened.

Right now it’s still working - I don’t get it but I’m no engineer

Mine is still stable after watching 2 Dolby Atmos movies and 2 episodes of Stranger Things. It’s definitely the most stable state I’ve had.

I am trying to work out eh connection between Voice Activation and this problem becoming more stable? None of that make any sense to me. Very strange.

That’s the answer I got after my case was escalated to an L3 engineer:

I'm sorry to hear of the ongoing troubles reported in regard to your Home Theater system. I'll be more than happy to assist and work towards a resolution. 

I understand that you are encountering audio Satellite interruptions, would this be correct? Reviewing the most recent diagnostic, I do see several errors just prior to its submission that would relate to audio interruptions. Digging deeper, the interruptions seem to relate directly to the incoming signal shared from the Tv. I understand we have also ruled out several of the Tv sources and troubles persist.

As a next step, could you confirm the following for me:

Do audio interruptions occur if Arc is connected to the Tv via the HDMI to Optical Adaptor? 

Next, could I ask you to recreate the troubles and capture a diagnostic within a minute or so of any interruption? 

Moving forward, I'd also like to capture some information on the Tv itself. Could you confirm the following at your convenience:

- Full Tv Model number - generally located on the back of the TV or by navigating to the TV menu. ( Just to clarify in the case notes I have the information that your  TV is LG CX that's all, while it will be better to have the Full Tv Model please) 

- The Software/Firmware version - is generally found in the TV menu under Settings > All settings > General > About this TV 

- Current audio output settings

Next up, could you confirm how the source devices are connected to the TV? HDMI, DVI, Component Video connections, etc.

If you could also let me know if you're using any HDMI switches or other adaptors that would be great. 

From here we can review to confirm the best next steps. 

Many thanks in advance.


Best Regards,

Although its great to hear back from Sonos, I am not sure there is anything new in this response. Just them asking for more information that some of us have already been through - or about to go through. 

I note the section when talking about the signal coming in from the TV. It pretty mad that LG, Panasonic and Sony seem to all be having the same problem from around the same time of April.

Well it happened again with my other system just now,  Beam, sub and 2 ones. I was playing Apple Music direct through the Sonos app and the sub keeps losing connection. Diagnostics 265034. Contacted support and they kept trying to blame wireless interference on my network despite me linking this forum and explaining the issues started with 14.6. Very disappointed. 

@azing - have you looked at your network matrix whilst your system is playing to see what the noise levels are like? 

(I do understand this was not a problem before April, just wondering if you can see what it is and its something you can supply to them)

Yes, nothing new. My system is still stable so I’m not gonna change anything.

I have a Samsung TV and it also happens with that so now sure it’s related to a particular TV brand.

After the past several days with the Bluesound SOUNDBAR+/Flex Surrounds/SUB+, I can confirm it is an excellent and stable home theater solution.  I love the BluOS app, it’s very feature rich and has no problems with large music libraries served over NAS (unlike Sonos S2).  It also supports 24/192 high resolution audio as well as MQA format.

I’m happy to have the whole Sonos chapter behind me.  It feels great to have a working home theater again!  The last of the ebay auctions will wrap up over the weekend and that’ll be the end of it.

The real fun starts today, though...I have a set of KEF R11s arriving, paired with two KEF KC62 subwoofers (wireless).  It’s all being driven by a NAD M10 V2, which is BluOS compatible. Rear surrounds will be driven wirelessly by the Bluesound POWERNODE.  This will be my new primary Home Theater setup, and the SOUNDBAR+/SUB+/Flex will go to the bedroom.