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topilouf
Contributor I
April 23, 2022

Lost surround and sub ( after update ?)

  • April 23, 2022
  • 1604 replies
  • 81290 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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    1604 replies

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    Jrod79
    Lyricist I
    June 4, 2022

    Add me to the list of users who have this problem since 14.6-14.8

    I have two GEN three subs 2-SL Ones & The Sonos ARC.

    my experience is this, The subs stop working, also the surrounds stop working.  Shutting down multiple devices such as the TV AV receiver Sonos speakers etc. Will result in echo/reverb coming out of the surrounds but still no sub sound.  Eventually everything comes back to normal and it sounds amazing again.  But it takes quite a few minutes after everything‘s been shut down and time has passed by for the sound to come back.  This can be very annoying!!!! It definitely happens when I switch inputs from regular TV to Apple TV unit.  I have a Sony A80J.  I truly hope they fix this very soon via firmware!!!

    Rei0423
    Contributor I
    June 4, 2022

    I have been puzzling of what is the point of me getting the SONOS Boost if my Arc + 2 x Gen 3 Sub + 2 x One are connected to it but still will be affected by my wifi router…? I thought the SONOS Boost creates a dedicated SONOS Net to connect SONOS products privately and not be affected by the wifi router? Am I buying a BS SONOS product which does not do what it claims…? The Tech Support had been pointing at my wifi setup for the dropouts! Peers have been asking about my near SGD$5,000 SONOS system and I have told them to avoid SONOS products at all cost. Unless they want to face the BS I am facing after spending thousands of dollars on a crap system. I must admit that I am pretty happy with the system before this SHIT dropout issue start happening since April this year… It was working near flawlessly b4 Apri.

    I bought a Boost after the problems started occurring after the 14.6 update. $100. Didn’t help. Bought a new Asus zenWifi AX 6600 to replace my Orbi RBK50 mesh. Didn’t help. $450

    So, the Boost can go on eBay or the trash can, but I’m keeping the Asus mesh cause it is better than the Orbi, but I’m over $500 in the hole trying to fix a problem that belongs to Sonos.

    Don’t listen to tech about your system - it’s their problem.

    Actually the Boost did help previously before 14.6. I got the rear speakers cutting in and out initially when connected to my wifi router. However, after getting the Boost and transfer the entire SONOS Theatre system to its SONOS net, my dropping in/out issue is almost non-existence until the nightmare patch in April this year. With the damn patch, even the Boost can save the system. The new patch won’t cause the speakers to cut in/out, it just cause it and the subs to drop totally! Still damn pissed with this...

    Gunther_W
    Contributor I
    June 4, 2022

    Between the audio dropouts related to Sonos vs Samsung Tv and the issues brought on by 14.6 I’m considering moving to the latest generation of Samsung atmos sound bar. I bought the Sonos gear 18 months ago and I’m beginning to think it was a huge mistake.  

    willhowe
    Enthusiast I
    June 4, 2022

    I also have Audio compression set to ‘Uncompressed'

    I don't have the issues though so don't think this is relevant 

    @sarahn

    You are using a Beam though, all the issues seem to be linked to Arc. It could just be an Arc specific issue.

    Maybe the link is Sonos Arc + Audio Uncompressed Setting?

    (and since you have to manually set that, maybe that’s why some users don’t have the issue?)

    https://docs.google.com/spreadsheets/d/1Q6Iq2xXXZ--RmnsGnbZhujxJj1BcwJlvqSzj5iZXz2U/edit?usp=sharing

    SarahN
    SarahN
    Local Superstar
    June 4, 2022

    True. Could be this setting relating just to the Arc. Hopefully there will be more entries on the spreadsheet that might give some more clues 

    Can you have too many Sonos speakers? 🤔 😆
    Jimmy C
    Prominent Collaborator II
    June 4, 2022

    Yeah, I’ve noticed we’re all on BT, although that may just be coincidence as they’re popular. I’ve added a few more columns if people could update/check. https://docs.google.com/spreadsheets/d/1Q6Iq2xXXZ--RmnsGnbZhujxJj1BcwJlvqSzj5iZXz2U/edit?usp=sharing

    One thing I wondered; I have System > Audio compression set to ‘Uncompressed’ … and I know that’s not the default … wonder if anyone else has that setting on?

    The audio compression setting is applied to the line-in signal (when line-in is in use).

     

     

     

     

    HT: Arc + Era 300s + Subs (G3/G2) + Sony A80L + Sony UBP-X800M2
      aumis93
      Lyricist III
      June 4, 2022

      An observation in regards to the possibility of this being a voice control software issue (CEC or related), I only have 2 Sonos speakers capable of voice control: the Arc and the Move.  The only speaker I have noticed having complete drop outs is the Move when I add it to the Arc group.  Do others that have this issue have other speakers in the main Arc group that have voice control capabilities (enabled or not)?

      My setup is Arc + Sub (Gen 1) + 2 Play:3s.  I will sometimes add a Move to the group for listening in the kitchen.  It has the drop out problem.  Interestingly, I have 2 original Play:1s in there in stereo that do NOT drop out when added to the Arc group.  That is our current workaround. 

      I just enabled Sonos voice control on the Arc and will test today to see if it makes a difference.

      Enabling SVC on my Arc didn’t fix the issue.  The Move was still dropping out.  This morning I decided to setup voice control on the Move too since it actually did an update when doing this to the Arc.  I have now been stable for several hours.  It would drop out within an hour or less in the past.  Keeping my fingers crossed!

      Maybe there is a bug in the software for all voice control capable speakers that is fixed with the update that enables SVC?  Or, just enabling it bypasses whatever bug there is?  Grasping at anything at this point.

      arcosin
      Enthusiast II
      June 4, 2022

      An observation in regards to the possibility of this being a voice control software issue (CEC or related), I only have 2 Sonos speakers capable of voice control: the Arc and the Move.  The only speaker I have noticed having complete drop outs is the Move when I add it to the Arc group.  Do others that have this issue have other speakers in the main Arc group that have voice control capabilities (enabled or not)?

      My setup is Arc + Sub (Gen 1) + 2 Play:3s.  I will sometimes add a Move to the group for listening in the kitchen.  It has the drop out problem.  Interestingly, I have 2 original Play:1s in there in stereo that do NOT drop out when added to the Arc group.  That is our current workaround. 

      I just enabled Sonos voice control on the Arc and will test today to see if it makes a difference.

      Enabling SVC on my Arc didn’t fix the issue.  The Move was still dropping out.  This morning I decided to setup voice control on the Move too since it actually did an update when doing this to the Arc.  I have now been stable for several hours.  It would drop out within an hour or less in the past.  Keeping my fingers crossed!

      Maybe there is a bug in the software for all voice control capable speakers that is fixed with the update that enables SVC?  Or, just enabling it bypasses whatever bug there is?  Grasping at anything at this point.

      Looks like it helped only some of the users but I think this should be the engineer's focus in order to find a proper fix. 

        willhowe
        Enthusiast I
        June 4, 2022

        Yeah, sadly adding SVC to every speaker in my home (and power cycling etc.) didn’t fix things for me so it’s a bit random it seems.

        Reminder: Affected users please update this sheet: https://docs.google.com/spreadsheets/d/1Q6Iq2xXXZ--RmnsGnbZhujxJj1BcwJlvqSzj5iZXz2U/edit?usp=sharing

          aumis93
          Lyricist III
          June 4, 2022

          I wonder if part of the puzzle of this problem not hitting everyone is the other speakers in the group/surround set.  Mine are all older and I only see the issue when connecting a newer one (Move).  Is anyone seeing this issue that only has older speakers paired with the Arc?  I’d say Play:1, Play:3, Sub Gen 1.  We could even go as far as anything not currently being sold maybe? This would add Play:5 (Gen 2), Sub (Gen 2), One (Gen 1).

           

          willhowe, should we add a column that tracks what specific speakers people have in their soundbar group?

           

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