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topilouf
Contributor I
April 23, 2022

Lost surround and sub ( after update ?)

  • April 23, 2022
  • 1604 replies
  • 81296 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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    DETOCH_
    Lyricist II
    May 4, 2022

    Hi all,

    I was a bit premature with posting the original best answer message in this topic. While we have been investigating Topilouf’s issue, we have not seen an increase in surround audio errors and do not see anything that suggests that you all will experience the same issue following the recent update. If you do experience issues while listening to your Sonos system, we always encourage you to contact us and we will do our utmost to support you.

    Apologies for any confusion caused.

    Kind Regards

    Corry P

    Hi Corry,

    the problems with the failure of the rear speakers and the sub are only present since the update to the 14.6. Even if you have no idea about the matter, it is clear that it has to do with the update! Various forums are full of this topic!

    Regards

    I’ve updated my system last week and I just got the problem yesterday. I lost both my rears and sub - the after 20 minutes it all game back but my rears had a approx. 1 sec. delay.

    I’ve had my system for over an year and NEVER had any issues.

    And no, nothing has changed relating to wifi etc.

      sparkymark75
      Enthusiast I
      May 4, 2022

      Hi all,

      I was a bit premature with posting the original best answer message in this topic. While we have been investigating Topilouf’s issue, we have not seen an increase in surround audio errors and do not see anything that suggests that you all will experience the same issue following the recent update. If you do experience issues while listening to your Sonos system, we always encourage you to contact us and we will do our utmost to support you.

      Apologies for any confusion caused.

      Kind Regards

      Corry P

      I contacted support and got told it was a network issue (as I suspected I would). However nothing has changed with my setup for months. When the bass is lost, I check the room setup and the Arc, Sub and surrounds are still there. I have Ubiquiti APs with the channels manually selected to minimise interference.

      I was told to hardwire the Arc which for me isn’t a solution.

        kuwarrulz_11
        Enthusiast II
        May 4, 2022

        Not sure what’s to be done keeping owners in the dark with no ETA, downgrade the software release and work on a stable release. How is every user who gets the issue has just moved to 14.6 ??? I am changing my auto updates to off once they release a stable release. This is beyond annoying 

          JohnnyDo123
          Lyricist III
          May 4, 2022

          It would seem like a lot of people on the Sonos subreddit also have had the same issues as here on this forum, so it doesn’t seem isolated.  There must be some commonality that is creating this issue, but not sure what?  Hearing this retraction is disheartening.  

            kuwarrulz_11
            Enthusiast II
            May 4, 2022

            Hi all,

            I was a bit premature with posting the original best answer message in this topic. While we have been investigating Topilouf’s issue, we have not seen an increase in surround audio errors and do not see anything that suggests that you all will experience the same issue following the recent update. If you do experience issues while listening to your Sonos system, we always encourage you to contact us and we will do our utmost to support you.

            Apologies for any confusion caused.

            Kind Regards

            Corry P

            I contacted support and got told it was a network issue (as I suspected I would). However nothing has changed with my setup for months. When the bass is lost, I check the room setup and the Arc, Sub and surrounds are still there. I have Ubiquiti APs with the channels manually selected to minimise interference.

            I was told to hardwire the Arc which for me isn’t a solution.

            Hi all,

            I was a bit premature with posting the original best answer message in this topic. While we have been investigating Topilouf’s issue, we have not seen an increase in surround audio errors and do not see anything that suggests that you all will experience the same issue following the recent update. If you do experience issues while listening to your Sonos system, we always encourage you to contact us and we will do our utmost to support you.

            Apologies for any confusion caused.

            Kind Regards

            Corry P

            I contacted support and got told it was a network issue (as I suspected I would). However nothing has changed with my setup for months. When the bass is lost, I check the room setup and the Arc, Sub and surrounds are still there. I have Ubiquiti APs with the channels manually selected to minimise interference.

            I was told to hardwire the Arc which for me isn’t a solution.

            It won’t work for long, tried it about 10 days ago and the issue returned. I don’t think it’s a network problem no matter what they say. Not everyone who updated to 14.6 changed their network setup.

             

            Sonos has to address, accept and fix this on priority!

              willhowe
              Enthusiast I
              May 4, 2022

              Also having this issue. Sony Bravia, Sonos Arc, Two Rear Sonos 1’s in a network of 7 sonos speakers around the house … use AppleTV and a PS5 on same TV. Arc is the ‘hub’ unit of the system and is wired to the router (BT). Sonos system has been fine for the past 1.5 years and now the subs occasionally drop out all together or sound like an echo with a slight delay.

                JohnnyDo123
                Lyricist III
                May 4, 2022

                Also - https://www.reddit.com/r/sonos/comments/ui5i7c/according_to_sonos_no_problem_with_146_and_sonos/

                  nickr30
                  Lyricist I
                  May 4, 2022

                  I noticed this problem the other day with my sub gen 3 dropping out. I’ve never noticed this happening before. I toggled it in the app and it eventually came back on. I have the Arc hardwired to my router and was using the Apple TV 4K 2021 at the time of the issue connected through an LG CX.

                    Flo14000
                    Flo14000
                    Lyricist III
                    May 4, 2022

                    no, but it's a joke?!?! many of us have had the same problem since the update!! And there, you tell us that not everything is normal!! move on !!!

                      Flo14000
                      Flo14000
                      Lyricist III
                      May 4, 2022

                      at Sonos, you don't have an arc, a Sub and 2 One to do the test and see that it's kidding, instead of telling us that it comes from our local networks !!!!!!

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