Contributor I

Lost surround and sub ( after update ?)

Forum|Forum|4 years ago
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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C

CKALOTS

Enthusiast II

Hi all,

We appreciate the ongoing engagement around your setups, your experiences and the issues you’re having with your systems.

Please bear in mind that updating a system can occasionally surface an issue that hadn't manifested previously, and that this does not mean the issue was caused by the update. Additionally, submitting a diagnostic can also sometimes cause interruptions during the submission, and for a few minutes afterwards.

For each case submitted, the Sonos team works on isolating the issue and replicating anything out of the ordinary. Many of you have already been in contact with support to get help. Thank you, that is the best route to get your specific issue addressed most quickly. As always, the Sonos team continues to work to optimize the Sonos user experience and resolve the root cause of the problems discussed here. If you have not already contacted Support directly, please do and share a diagnostic report from within 10 minutes of the issue occurring on your system. This helps the Sonos team verify the symptoms and determine the cause of the specific issue you are contacting about.

At this time, we have been unable to reproduce the reported issue related to the recent update, which seems to affect a very small proportion of the total number of Arc and Beam users. We understand this is frustrating and are committed to working with each of you to resolve any issues you are experiencing. Our shared goal is to ensure a smooth and effortless experience with your Sonos system.

You can contact support via phone from Monday to Friday 10am - 8:30pm ET or by chat 24/7 via the Sonos Digital Assistant on the Sonos Support Site.

So I guess it's too bad you have a problem because it's not our problem? That's the company line? THE SYSTEM YOU SELL DOESN'T WORK POST 14.6! I want my money back. Take your products back and give me my money back. I'll move on to another wireless system. You are not the only one, but you are definitely becoming the worst one. Your company broke the system and now you are blaming us?!? The customer!?!

M

Missionsparta

Enthusiast II

Hi all,

We appreciate the ongoing engagement around your setups, your experiences and the issues you’re having with your systems.

Please bear in mind that updating a system can occasionally surface an issue that hadn't manifested previously, and that this does not mean the issue was caused by the update. Additionally, submitting a diagnostic can also sometimes cause interruptions during the submission, and for a few minutes afterwards.

For each case submitted, the Sonos team works on isolating the issue and replicating anything out of the ordinary. Many of you have already been in contact with support to get help. Thank you, that is the best route to get your specific issue addressed most quickly. As always, the Sonos team continues to work to optimize the Sonos user experience and resolve the root cause of the problems discussed here. If you have not already contacted Support directly, please do and share a diagnostic report from within 10 minutes of the issue occurring on your system. This helps the Sonos team verify the symptoms and determine the cause of the specific issue you are contacting about.

At this time, we have been unable to reproduce the reported issue related to the recent update, which seems to affect a very small proportion of the total number of Arc and Beam users. We understand this is frustrating and are committed to working with each of you to resolve any issues you are experiencing. Our shared goal is to ensure a smooth and effortless experience with your Sonos system.

You can contact support via phone from Monday to Friday 10am - 8:30pm ET or by chat 24/7 via the Sonos Digital Assistant on the Sonos Support Site.

Ladies and Gentlemen...INITIATING DAMAGE CONTROL SEQUENCE IN 3, 2, 1.....WE HAVE LIFT OFF!

B

Brad Porter

Enthusiast II

Hi all,

We appreciate the ongoing engagement around your setups, your experiences and the issues you’re having with your systems.

Please bear in mind that updating a system can occasionally surface an issue that hadn't manifested previously, and that this does not mean the issue was caused by the update. Additionally, submitting a diagnostic can also sometimes cause interruptions during the submission, and for a few minutes afterwards.

For each case submitted, the Sonos team works on isolating the issue and replicating anything out of the ordinary. Many of you have already been in contact with support to get help. Thank you, that is the best route to get your specific issue addressed most quickly. As always, the Sonos team continues to work to optimize the Sonos user experience and resolve the root cause of the problems discussed here. If you have not already contacted Support directly, please do and share a diagnostic report from within 10 minutes of the issue occurring on your system. This helps the Sonos team verify the symptoms and determine the cause of the specific issue you are contacting about.

At this time, we have been unable to reproduce the reported issue related to the recent update, which seems to affect a very small proportion of the total number of Arc and Beam users. We understand this is frustrating and are committed to working with each of you to resolve any issues you are experiencing. Our shared goal is to ensure a smooth and effortless experience with your Sonos system.

You can contact support via phone from Monday to Friday 10am - 8:30pm ET or by chat 24/7 via the Sonos Digital Assistant on the Sonos Support Site.

Hi @Corry P

I do just want to add a few things - not to fuel any fires but to make sure there is some clarity.

Some of this problem is that people are contacting support and going through (the sometimes multiple hour) process of diagnostics Sonos suggest. This is usually started with 1st or 2nd line Customer Care. When it is apparent that the issue is more complex, it then gets escalated to Engineering. For me at least, this is where the trail goes quiet and no further updates are forthcoming.

I have two current threads of contact - One was from an email I sent to Patrick Spence (who referred to 2nd Line Customer Experience who reached out to me) and the other is via my case where we went through several hours of diagnostics and was eventually escalated to Engineering. The former stopped communicating on the 2nd of June and the latter stopped communicating on the 26th of May. So there is a problem where impacted users are following the process, but it does not progress to users and Sonos Engineers working with each other in a timely and collaborative manner. This, in turn, becomes a frustration point for many and leads to increasingly escalating threads like this.

Within this thread there is a lot of information regarding what users have tried (including new networking, hard-wiring everything, flicking features on/off, etc) and it bears little to no fruit. I am happy to accept that this is a nuanced situation and agree first hand that its not easy to understand the root-cause. But something happened in April which directly or indirectly affected the performance of Sonos equipment.

Without a proper engagement between user and engineering, there is little chance of this getting resolved. We are being pointed in that direction, but that is also where it stops. The commitment statement from Sonos is out of alignment with what is actually being experienced by effected users.

Lastly, I am happy to commit time with an Engineer to go through the issue if that would be helpful.

Thanks,
Brad

C

CKALOTS

Enthusiast II

If I am a very small portion of affected users then give me my money back. DM me, I'll sign an NDA and let me get on with my life you scam artists. You now have the balls to say it's our setup? We broke it? GIVE ME MY MONEY BACK!

M

Missionsparta

Enthusiast II

Let me ask everyone that has their sub "drop out", next to this happens, could you try this? Place your head next to the sub. I just had mine drop out. Explosions, large thumps etc had to punch to it. Then a scene came that was just dialogue and everytime a male with a deeper voice spoke, there was a muffled echo. I out my head directly next to the sub and it was if the only thing being pushed through the sub was the base from dialogue. I am wondering if we aren't losing the sub but the something with the audio channel is possibly flipping? I made a few reports and made a call and really got nowhere. When this just happened to me, I went from Amazon's The Boys S01E01 to Netflix's Dark S03E08. At this point it sounded like I lost the sub audio. Then when I went back to The Boys S03E01 21:20, all the male voice was accompanied with a muffled, deep, echo that was hard to pinpoint but ended coming from the sub. Anyone else with a sub drop able to confirm this? I've only just seen this and don't know own if I didn't notice it before with sub drops or if this is just a one time thing. I'm going to recheck this when it drops again....could be in five minutes, could be in two days.

B

Brad Porter

Enthusiast II

Let me ask everyone that has their sub "drop out", next to this happens, could you try this? Place your head next to the sub. I just had mine drop out. Explosions, large thumps etc had to punch to it. Then a scene came that was just dialogue and everytime a male with a deeper voice spoke, there was a muffled echo. I out my head directly next to the sub and it was if the only thing being pushed through the sub was the base from dialogue. I am wondering if we aren't losing the sub but the something with the audio channel is possibly flipping? I made a few reports and made a call and really got nowhere. When this just happened to me, I went from Amazon's The Boys S01E01 to Netflix's Dark S03E08. At this point it sounded like I lost the sub audio. Then when I went back to The Boys S03E01 21:20, all the male voice was accompanied with a muffled, deep, echo that was hard to pinpoint but ended coming from the sub. Anyone else with a sub drop able to confirm this? I've only just seen this and don't know own if I didn't notice it before with sub drops or if this is just a one time thing. I'm going to recheck this when it drops again....could be in five minutes, could be in two days.

Yes, I have experienced this strange vocal bass issue. But pretty sure it’s a different manifestation of the issue. When I have had drop outs before, I have left the film running and there has been no bass and no rears.

F

Frank Smith

Lyricist III

Hi all,

We appreciate the ongoing engagement around your setups, your experiences and the issues you’re having with your systems.

Please bear in mind that updating a system can occasionally surface an issue that hadn't manifested previously, and that this does not mean the issue was caused by the update. Additionally, submitting a diagnostic can also sometimes cause interruptions during the submission, and for a few minutes afterwards.

For each case submitted, the Sonos team works on isolating the issue and replicating anything out of the ordinary. Many of you have already been in contact with support to get help. Thank you, that is the best route to get your specific issue addressed most quickly. As always, the Sonos team continues to work to optimize the Sonos user experience and resolve the root cause of the problems discussed here. If you have not already contacted Support directly, please do and share a diagnostic report from within 10 minutes of the issue occurring on your system. This helps the Sonos team verify the symptoms and determine the cause of the specific issue you are contacting about.

At this time, we have been unable to reproduce the reported issue related to the recent update, which seems to affect a very small proportion of the total number of Arc and Beam users. We understand this is frustrating and are committed to working with each of you to resolve any issues you are experiencing. Our shared goal is to ensure a smooth and effortless experience with your Sonos system.

You can contact support via phone from Monday to Friday 10am - 8:30pm ET or by chat 24/7 via the Sonos Digital Assistant on the Sonos Support Site.

Hahaha, WHAT??!!? @Corry, I contacted SONOS the week of v14.6’s release as I noticed the drop the very same day my software was auto-updated. At first I thought it was a fluke since I had never had any issues with my setup for 6+ mos prior. After it kept happening I started messing with my network and then finally contacted SONOS for support. It wasn't until a few days after did I come across a SONOS article mentioning the release of 14.6 the night my issues began. I have since contacted and provided SONOS with 8 + diagnostics and been trying to remain patient for a fix for over 7 weeks now.

To say you cannot recreate is laughable.

The only reason I haven't boxed everything up and sold everything online is that Id be pawning this infuriating issue off onto some unsuspecting person. I will be calling in to provide a few more diagnostics but this response from you/SONOS is just asinine. “...this does not mean the issue was caused by the update.” Roll back to 14.5, release it as v14.9 and if my issue doesn't immediately go away I will apologize and sit tight with this bricked unit forever more.

Just got off the phone with SONOS (escalation L2) and was asked to connect my Arc via ethernet cable instead of WIFI. On a previous call with SONOS they asked that I hardwire any component besides the Arc…. Anyway, after being on the call for 58mins and 20mins of trying to “break the system” everything remained in tact without a drop. I will continue to monitor today/over the next couple days but explained that I bought this system as a wifi system, my Arc is mounted…. I had to pull it off the wall and just have it resting on my stand for now to run this test. Her thought is that there’s an issue with the router and/or ISP - Broadcast vs Multicast. Never had any issues with the entire system being connected via wifi until April 17th…. v14.6.

W

willhowe

Enthusiast I

@Frank Smith Just to warn you; There are lots of us with Arc’s on Ethernet that are suffering from the issue still

B

bschwartz

Contributor I

@Frank Smith - willhowe is correct, my Arc is connected directly to Ethernet and I have been experiencing the problem since 14.6. Arc, Play 1 surrounds and Gen 2 Sub. I have also filed support tickets and submitted diagnostics. Turning off Earc has helped some with stability. I do ok keeping the surrounds and subs for quite a while swapping between our cable box and our Apple TV but if I try using the X-box One I always lose them both. I had a Playbar for six years with no problems. I only upgraded to the Arc as a Christmas present to myself. Have been regretting that choice a lot the past month and have actively started encouraging people not to buy Sonos. This has really been a huge blow to my trust with the company. Just filled out their recent survey and it’s the first time I’ve ever given a company a zero across the board. And that’s saying something considering I have AT&T for Internet and deal with a cable company as well.

F

Frank Smith

Lyricist III

@Frank Smith Just to warn you; There are lots of us with Arc’s on Ethernet that are suffering from the issue still

Hey, yes, I know this is only temporary - sadly. I let her know that many have it wired and experience the same drop. Just doing this to provide one more diagnostic report to them. 9th time the charm?

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