Contributor I

Lost surround and sub ( after update ?)

Forum|Forum|4 years ago
April 23, 2022
1604 replies
81291 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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W

W Lehmberg

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.

I emailed Mr. Patrick a few days ago, btw. No response 🤣 . douche-nozzle.

Trying people… Make noise, like someone else said

K

kuwarrulz_11

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.

Tweet and increase awareness, I have been tweeting since May 2nd week to Patrick Spence and @sonos. They haven’t responded a single time to any. My case is with a Level 3 engineer who confirmed that 14.8 doesn’t have the fix for the dropout issue and he confirmed that there is still no ETA of when a fix will be available. He stated that him along with a few colleagues are unable to reproduce the issue in their testing conditions . Not sure what to do as I purchased Arc and sub from different retailer and a pair of One SLs with stands from another retailer

K

kuwarrulz_11

Enthusiast II

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.

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

They are trying to divert the attention from the real issue. Have the same issue on Samsung TU8000, didn’t have one before 14.6 . Honestly don’t think they have yet identified the cause as obviously we are busy launching new products. Appreciate all troubleshooting we have done but I think it’s time to make noise around this and make Sonos fix it and provide an ETA either by rollback to affected customers or by pushing a new update.

B

beefybanana

Trending Lyricist I

I’ve emailed Patrick Spence this morning, and have been trying to make noise on Twitter about it.. I’d advise everyone else to try and do the same. Going to contact the UK supplier I bought from as well now. I think that’s the only thing that will make Sonos move any quicker with this. They’ve clearly prioritized the new products over sorting this out and current loyal customers have been hung out to dry.

SarahN

Local Superstar

What is really odd about all this is the fact it does not affect everyone and seems (I think) to be a mostly Arc issue??

I have the Beam Gen 2 with the full surround set up and have had no such issues at all. It is mighty confusing as I also assume there are Arc 5.1 system owners out there who also have not had this issue.

Maybe that is what is causing Sonos to be very slow in trying to resolve this, but I agree, more communication from them would be better than saying practically nothing.

Can you have too many Sonos speakers? 🤔 😆

B

Brad Porter

Enthusiast II

What is really odd about all this is the fact it does not affect everyone and seems (I think) to be a mostly Arc issue??

I have the Beam Gen 2 with the full surround set up and have had no such issues at all. It is mighty confusing as I also assume there are Arc 5.1 system owners out there who also have not had this issue.

Maybe that is what is causing Sonos to be very slow in trying to resolve this, but I agree, more communication from them would be better than saying practically nothing.

@SarahN - out of interest, how is your network setup and how is your Sonos kit connected to your network?

SarahN

Local Superstar

@Brad Porter - so I have all my Sonos stuff connected via a Boost to my router. My only Wifi kit are my Roams and Move.

I have an LG OLED 2021 TV and the only external device I use is my BluRay player. So I mostly use the internal apps on my TV unless I watch a disc of course.

As stated, I don’t have an Arc, but have a Beam Gen 2 with a Sub and surrounds.

So far………………… no issues whatsoever

The things I read a lot on this thread are the Arc soundbar and Apple TV but maybe that’s just coincidence

Can you have too many Sonos speakers? 🤔 😆

K

kuwarrulz_11

Enthusiast II

What is really odd about all this is the fact it does not affect everyone and seems (I think) to be a mostly Arc issue??

I have the Beam Gen 2 with the full surround set up and have had no such issues at all. It is mighty confusing as I also assume there are Arc 5.1 system owners out there who also have not had this issue.

Maybe that is what is causing Sonos to be very slow in trying to resolve this, but I agree, more communication from them would be better than saying practically nothing.

Must say you are one of the fortunate ones struggling to get around and I am sure lot of Sonos engineers will upvote your comment 😊. But, in reality, this is a major issue. Can I ask if you have tried switching content , as an example - flicking across Netflix, YouTube, Stan, Disney or playing music via Airplay? Also, most importantly what is the software version that you see in the Sonos app — About my system. May be you are at a release lower than 14.6 and haven’t been impacted.

SarahN

Local Superstar

@kuwarrulz_11 - I have the latest software (14.8.1) with the SVC enabled on all my speakers with mics.

I switch content all the time (all be it on the built in apps on my TV) plus I play Bluray discs via my bluray player with no issues at all.

I do think there needs to be a look at this issue for sure but it definitely does not affect all users and some systems seem totally fine even with the latest updates.

Can you have too many Sonos speakers? 🤔 😆

B

Brad Porter

Enthusiast II

The other strange thing is that my system is more stable now than it was previously. I do have the issue, but its now from time to time (rarely in reality) where as before it would take very little to trigger the event in 20-30 minutes. I could not have a night of watching different programs without it occurring - last night I and the family was using the system for many many hours, and it did not have any issues at all.

However, I have picked up a new issue (the lord giveth, the lord taketh away!) where on two occasions in the past week I have experienced TOTAL sound drop out when watching a movie. To be clear, that is ALL speakers. Within 5-10 seconds its back without any intervention. I am not even sure its related to be honest, but never had that problem before at all. When I reported this issue, the Support person said it was network interference (when my MATRIX was all green) and placed SonosNET on a different channel.

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