Contributor I

Lost surround and sub ( after update ?)

Forum|Forum|4 years ago
April 23, 2022
1604 replies
81292 views

Hi

I don’t know if my issue is related to the 14.6 update but I noticed today that I had no sound from my surround (play 3) and my sub (Gen 2), only the Arc is working They are still present in the app under the my System view but now sound which every sources

When I reboot each of them, the sound comes back temporary, but when I switch to another source or audio format, thé Sound disappears again. Tried several times, same behavior

Thanks for your help

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C

CKALOTS

Enthusiast II

Personally, I am getting tired of hearing to submit reports and each situation is different....it is painfully obvious the mass majority of us is experiencing the same issue occurs g at the same update. I am losing my patience with the denial and refusal to acknowledge the major issue. I'd like someone from this company to confirm this issue and tell us how they plan on issuing refunds if they are unable to fix this issue. I'm not going along the "oh well, I'm out $2K" route. This is either getting fixed quickly or time for some reimbursement.

Take to social media. Public shaming seems the only way they will step up and be acceptable. I just want my money back and they refused because of the 30 day 3rd party purchase. If enough of us make noise maybe those of us that just want a refund can get it.

Just posted this - will do more

https://forums.whathifi.com/threads/sonos-says-there-actually-isn’t-an-issue-with-the-latest-firmware.124255/

Nice. Just tweeted it out.

W

W Lehmberg

Enthusiast II

Personally, I am getting tired of hearing to submit reports and each situation is different....it is painfully obvious the mass majority of us is experiencing the same issue occurs g at the same update. I am losing my patience with the denial and refusal to acknowledge the major issue. I'd like someone from this company to confirm this issue and tell us how they plan on issuing refunds if they are unable to fix this issue. I'm not going along the "oh well, I'm out $2K" route. This is either getting fixed quickly or time for some reimbursement.

Take to social media. Public shaming seems the only way they will step up and be acceptable. I just want my money back and they refused because of the 30 day 3rd party purchase. If enough of us make noise maybe those of us that just want a refund can get it.

Just posted this - will do more

https://forums.whathifi.com/threads/sonos-says-there-actually-isn’t-an-issue-with-the-latest-firmware.124255/

Nice. Just tweeted it out.

Trying to figure out how to get this on CNN. There was a guy who wrote an article about how great the 14.6 update would be, but his email is gone now… trying to find it

R

racer_x

Lyricist I

I’ve been having the same issue ever since 14.6 with Arc+sub (gen2) + Ones. Sub constantly loses connection. And on top of that, sometimes when watching Dolby Atmos content I get Dolby Atmos playback and can see it in the Sonos App, and sometimes, when watching the same show, on the same streaming service, on the same device with no other changes, the audio comes through as Stereo PCM. I bought this to replace my Samsung q90r. I used the same TV, same HDMI cables, and never had these issues. Always got Dolby Atmos.

When the Sonos works, it is thunderous! However, the overall Dolby Atmos experience sounds better on the Samsung. I also don’t have to give up two extra HDMI ports. The only downside to the q90r is that bass doesn’t come close to the Sonos sub.

I’ve switched back to the Samsung and am returning the Sonos. I wanted to love it, but the lack of communication or fix for this issue, along with an overall better soundstage and additional ports on the Sammy has me waiting until the Samsung q990b is available in the USA.

Probably not related, but I found out that one app (Paramount+) on my tv (TCL Series 6 Roku) the audio track defaults to “English” and I have to hit the asterisk key on Roku remote and go to Accessibility settings/Audio and force it to change to DD+ or DD. Otherwise it shows and plays as PCM 2.0 multichannel even though it’s supposed to be 5.1. Only app that does this. Other apps just say it’s only the default audio available (Atmos, DD, DD+, etc.)

I googled the solution for that one app, and it’s not an Atmos thing like you mentioned, but it’s something with the app and my tv (Roku) - nothing to do with the Sonos issue but at least I can get 5.1 on Paramount+ now.

Annoying

This was happening on the Netflix app, on my TCL Roku TV, while watching Stranger Things.

W

W Lehmberg

Enthusiast II

Well the hell with it - go here and advertise

tips@cnn.com

I’m doing it

M

Missionsparta

Enthusiast II

I’ve been having the same issue ever since 14.6 with Arc+sub (gen2) + Ones. Sub constantly loses connection. And on top of that, sometimes when watching Dolby Atmos content I get Dolby Atmos playback and can see it in the Sonos App, and sometimes, when watching the same show, on the same streaming service, on the same device with no other changes, the audio comes through as Stereo PCM. I bought this to replace my Samsung q90r. I used the same TV, same HDMI cables, and never had these issues. Always got Dolby Atmos.

When the Sonos works, it is thunderous! However, the overall Dolby Atmos experience sounds better on the Samsung. I also don’t have to give up two extra HDMI ports. The only downside to the q90r is that bass doesn’t come close to the Sonos sub.

I’ve switched back to the Samsung and am returning the Sonos. I wanted to love it, but the lack of communication or fix for this issue, along with an overall better soundstage and additional ports on the Sammy has me waiting until the Samsung q990b is available in the USA.

Probably not related, but I found out that one app (Paramount+) on my tv (TCL Series 6 Roku) the audio track defaults to “English” and I have to hit the asterisk key on Roku remote and go to Accessibility settings/Audio and force it to change to DD+ or DD. Otherwise it shows and plays as PCM 2.0 multichannel even though it’s supposed to be 5.1. Only app that does this. Other apps just say it’s only the default audio available (Atmos, DD, DD+, etc.)

I googled the solution for that one app, and it’s not an Atmos thing like you mentioned, but it’s something with the app and my tv (Roku) - nothing to do with the Sonos issue but at least I can get 5.1 on Paramount+ now.

Annoying

This was happening on the Netflix app, on my TCL Roku TV, while watching Stranger Things.

It's not a result of 14.6. Must be the weather causing it. Try opening a few windows and flapping your arms.

M

Missionsparta

Enthusiast II

I feel for the poor moderators having to sift through all of this. So how about instead of them having to dig, sort and move the information on, they get #PatrickSpence in here to explain. What the hell is going on? His sitting high on the hog either the money from these sold devices. The silence is alarming. If you are a moderator, do yourself and us a favor...let them know you are tired of having to ignore this issue and force someone with some control to come on here and face the music for this mess.

M

Missionsparta

Enthusiast II

HELLO!?!?!? I am going to need someone from Sonos to acknowledge their update has broken our devices!

W

W Lehmberg

Enthusiast II

HELLO!?!?!? I am going to need someone from Sonos to acknowledge their update has broken our devices!

Sarcasm - took me a minute.

I just messaged tips@cnn.com with this…

Just wanted to get this out there - Sonos Arc and surrounds and subs are having major issues which are being ignored. It’s been a couple of months now and not resolved. Tech support is not helping, and in fact deny there is a problem (see below).

Seeing as you, CNN, promote this as a great soundbar system, with wireless surrounds, etc., you might what to inquire as to why out stuff is broken. Spent a lot of $$$ on this stuff.

In the big scheme of things, this is not a huge issue, but is it is annoying to be ignored especially when you spent a few grand for a system that worked fine until the 14.6 update.

Please put this out there so Sonos knows it’s not a joke.

https://en.community.sonos.com/home-theater-228993/lost-surround-and-sub-after-update-6868561

https://forums.whathifi.com/threads/sonos-says-there-actually-isn’t-an-issue-with-the-latest-firmware.124255/

https://www.reddit.com/r/sonos/comments/ubqrdr/ever_since_146/

https://piunikaweb.com/2022/05/03/sonos-speakers-subwoofers-cutting-out-or-stuttering-after-14-6-update/

I wanted to email Jacob Krol but I guess he isn’t there anymore.

https://www.cnn.com/cnn-underscored/reviews/best-soundbar

C

CKALOTS

Enthusiast II

HELLO!?!?!? I am going to need someone from Sonos to acknowledge their update has broken our devices!

I feel for the poor moderators having to sift through all of this. So how about instead of them having to dig, sort and move the information on, they get #PatrickSpence in here to explain. What the hell is going on? His sitting high on the hog either the money from these sold devices. The silence is alarming. If you are a moderator, do yourself and us a favor...let them know you are tired of having to ignore this issue and force someone with some control to come on here and face the music for this mess.

I think they calculated how much the returns would cost to projected sales of the new system rollout and #patrickspence said, oh well, too bad for them. We stand to make x even if we loose Y in repeat customers. Tell me I'm wrong.

M

Missionsparta

Enthusiast II

HELLO!?!?!? I am going to need someone from Sonos to acknowledge their update has broken our devices!

I feel for the poor moderators having to sift through all of this. So how about instead of them having to dig, sort and move the information on, they get #PatrickSpence in here to explain. What the hell is going on? His sitting high on the hog either the money from these sold devices. The silence is alarming. If you are a moderator, do yourself and us a favor...let them know you are tired of having to ignore this issue and force someone with some control to come on here and face the music for this mess.

I think they calculated how much the returns would cost to projected sales of the new system rollout and #patrickspence said, oh well, too bad for them. We stand to make x even if we loose Y in repeat customers. Tell me I'm wrong.

Sounds accurate. Guy needs his fifth swimming pool.

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