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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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    Brad Porter
    Enthusiast II
    June 6, 2022

    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.  

    @Corry P - this is what concerns me.

    The L2 feels there is an issue with the ISP - Multicast or Broadcast. (Did the L2 mean Unicast rather than broadcast?). I am not sure what this really means, and with my experience of networking I am struggling to understand how an internet connection is involved in the sound drop-outs - after all, the video and other devices seems to work just fine when the drop outs occur. 

    Logic would suggest that the same router that @Frank Smith is using, is the same router that was working in April. Also, there are affected users on this forum that are based in the US, Europe and United Kingdom. Again, logic would suggest that the different ISPs are not going to change how they deal with network transport all in the same month. And surely not everyone's routers are going to change behaviour in the same month without mass firmware updates across varying brands. 

    This is not the first time I have heard its a local network issue, or its an ISP issue. However, there never seems to be any follow-on analysis of how and why this is the router or ISP. 

     

      kuwarrulz_11
      Enthusiast II
      June 6, 2022

      @Corry P  Really shocked that Sonos havn’t been able to reproduce the issue, just feels like a deflection to not be held accountable. I would recommend they take a few of the TV’s on this spreadsheet of users suffering from the issue and test Arc & Surrounds with that - and follow the user notes of how to trigger the issue. (AppleTV start netflix/amazon trailers, start netflix/amazon shows, Youtube then repeat on internal apps)

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

      Not a single user has said ‘Sonos support fixed my issue by doing X with my system/network’. This is clearly a software issue. It’s also very likely that only a portion of Arc users are suffering as some don’t have surrounds/subs, some don’t change sources often, some power cycle every day, or some don’t even notice.

      For the first time since this saga started, yesterday I started googling alternative home theatre setups, and stopped myself because I still have faith in Sonos as a brand and really do love their products. Hearing you’ve been unable to reproduce the issue, and thus, are clearly not working on a fix makes me feel like I really do have to start looking at alternatives.

      I second you , unsure why Sonos isn’t owning the problem. @Corry P there may be a few proportion of people reporting this on the forum, they might have contacted your support while still waiting on the fix. My issue started on 21st April, never before that and I am using the complete immersion set. Sonos can’t wash hands by running away from the problem. Please issue a recall as so many people on this forum aren’t crazy to try alternatives when your engineering team isn’t able to recreate a problem. Please ask your engineering team how long they run the systems? After a power cycle, my system works fine for 1-2 hours and once the issue occurs, it just becomes super frequent. I as a user was one of the first ones to experience and report the problem and while your team was focused on pointing it to the network, I tweaked but the issue regardless occurred. I have provided your Level 3 engineering team with good and bad diagnostics. Why do they need to recreate an issue at their end? What’s the purpose of submitting diagnostics when you want to recreate the issue at your end. I don’t want your updates, please provide a solution where I can rollback to 14.5 and permanently disable Auto updates. This isn’t acceptable by any standards

        Missionsparta
        Enthusiast II
        June 6, 2022

        This may be a completely ridiculous thought, but is there anyone with this issue and is deep in this like us, that is from Santa Barbara or somewhere relatively close that they could send a top engineer over and diagnose that system and finally be done with this?

          Missionsparta
          Enthusiast II
          June 6, 2022

          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.

          Yes, when this happened, there was no bass other than what sounded like the Arc trying to send the center/dialogue channel through the sub.

          Gunther_W
          Contributor I
          June 7, 2022

          So is Sonos telling us we’re holding it wrong?

          omg they are really the Apple of audio companies.  

            Frank Smith
            Lyricist III
            June 7, 2022

            @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?  

            No real surprise.  Was using the built in YouTube TV app and switched over to PS5.  The game I was playing didn't really require a lot of sound so had the volume on low.  After a while I turned it up to see and sure enough, nothing coming out of the rears.  Switched to Netflix, put on a movie I always test this against and yup, rears/subs dropped.

            Disconnected the ethernet from the Arc, mounted it back on my wall and shut everything off.  Cant be bothered with this anymore today.  11 days short of 3 months since I first experienced this issue.  v14.6 is the cause, not our network, wifi signal vs ethernet cable, TV….. its the SONOS software we foisted with.  

            Diagnostic sent - back to waiting for a fix.  

              Brad Porter
              Enthusiast II
              June 7, 2022

              @Corry P - for reference, this is the email I was sent nearly two weeks ago after hours of testing on the call and many, many diagnostic reports sent. At one point, there was a CEC error that was noted but that was I last I heard after this on May 26th.

              At this point based on the information provided so far and all the diagnostics and troubleshooting that has been done, I will have to escalate the case to our Level 3 engineers so they can look further into it. Once the case is escalated, they will be in touch with you for further instructions.


              Without trying to inflame the situation, I am unsure why Sonos direct us to a process that does not seem to be producing solid communication or any results. 

                User971384
                Lyricist II
                June 7, 2022

                Same problem here. Wired Sonos ARC + 2 PLAY 1. The surrounds drop out every time.
                I have to plug out the play 1 one by one and then it all works again. (not for long)

                Samsung QN93A + Ziggo next tv box. Thats all. (Holland).
                 

                And sonos diagnostic hangs :-(

                  Bloodforge
                  Lyricist III
                  June 7, 2022

                  Since before and after the issue started, I have used all the same hardware. The only change has been Sonos firmware updates and all the issues started after 14.6 rolled out. I find it hard to believe they can’t replicate the issues.

                    zawaja
                    Trending Lyricist I
                    June 7, 2022

                    What type of HDMI cables do you use to connect your ARC to TV and - most of all - to connect source (eg. ATV) to TV?

                    I found a thread on the Apple support forum about a sound problem similar. A guy had a problem with fading and dropping sound on his Denon home theater system. The solution was simple: change the hdmi cable between the Apple TV 4K and the TV to one that supports 48 gbps.

                    I have now 18 gbps cable and I’m considering buying hdmi ver. 2.1 with 48 gbps. But I'm a little scared to test again. My system, connected wired and playing only from tv (ATV is disconnected) works perfectly. I don’t want to loose it. I’d rather sell ATV...

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