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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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?

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.

11 days short of 2 months*

azing

Lyricist III

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...

I use 48Gbps HDMI cables and I’m experiencing the issue. Save your money.

Z

zawaja

Trending Lyricist I

Last Friday I worked with specialist from Sonos on my system. I spent few hours to tweak my home theatre system and my wifi network and also back my system to fully wireless.

Everything went perfectly. And than I turned on my Apple TV 4K. After 30 sec with music app and playing dolby atmos rears disconnected. 30 sec !!!!! Problem is definitely connected with switching between dolby atmos and other formats on Apple TV.

Now I’m back to wire connection but without ATV and everythig work perfectly.

Its probably not the Apple TV (as some people have reported having this issue and don't have Apple TV) but there is definitely something that occurs when playing or switching between formats. For me, I can get the issue to occur by flicking between Dolby Atmos, 5.1 and Stereo and eventually the speakers will drop.

That being said, I have no idea what Sonos could have placed into the 14.6 code which directly or indirectly causes an issue.

Ok. But I don’t have this problem when I cut off ATV and use only aps on my TV or sat decoder. I switch between formats, between sources (music from iPhone or iPad and than atmos from Netflix from TV...) and everything works properly. But when I connect my Apple TV 4K it take less than 1 min to kill the rear speakers and sometimes also sub. So in my case it is definitely problem with ATV → TV (Sony Bravia XR) → ARC connection.

Z

zawaja

Trending Lyricist I

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...

I use 48Gbps HDMI cables and I’m experiencing the issue. Save your money.

Thank a lot. You save my money and time :)

azing

Lyricist III

It’s interesting that most are having issues with TV audio.

Has anyone had dropouts with music through the Sonos app (with connected TV off)? Or is that just me?

P

Paul B.

Lyricist I

I've the same issues by listening Sonos Radio (free) without any TV connected. (no surround, no sub an sometimes the echo-effect)

L

LePimpernelScarlet

Lyricist II

Adding my voice to this - exactly the same issues after the initial update. Surrounds started lagging, now the Sub shows it’s there but nothing comes out. Wired the Arc instead, disconnected/added everything again (2xSL,1xSub), no resolution. Absolutely no changes to my network, setup or device updates - the only common theme was the last Sonos update.

What seemed to trip mine up was switching sources - more notably on the Sky box - seemingly where one channel was in one audio format, one another, then the echo appeared. The Arc also seems more sluggish at detecting the input type too - it could be 20 seconds before it would identify the audio type after changing channel or switching to Netflix/Disney/Kodi etc.

I know Sonos has a “Roll forward” attitude, but sometimes rolling back really is useful. Like now.

Ken_Griffiths

Adding my voice to this - exactly the same issues after the initial update. Surrounds started lagging, now the Sub shows it’s there but nothing comes out. Wired the Arc instead, disconnected/added everything again (2xSL,1xSub), no resolution. Absolutely no changes to my network, setup or device updates - the only common theme was the last Sonos update.

What seemed to trip mine up was switching sources - more notably on the Sky box - seemingly where one channel was in one audio format, one another, then the echo appeared. The Arc also seems more sluggish at detecting the input type too - it could be 20 seconds before it would identify the audio type after changing channel or switching to Netflix/Disney/Kodi etc.

I know Sonos has a “Roll forward” attitude, but sometimes rolling back really is useful. Like now.

You say no changes to the local network setup, but you’re actually using SonosNet when you wired the Arc, we’re you using your local WiFi before that, as that would be quite a change in connectivity, if you were?

Also what did you wire your Arc to?

Did you reboot/power-cycle your devices and remove the WiFi credentials when on SonosNet or set the wireless channels, so that they did not overlap?

I guess more importantly did you submit diagnostic reports as requested and speak to Sonos Support about the issues you were seeing and (presumably) able to reproduce?

G

Gunther_W

Contributor I

I bought my arc and one SL pair from Costco. 18 months ago. It looks like I can still return them for refund. I’m doing that. I’ll only have to sell my sub since I bought it elsewhere. It’s a pity because every thing worked beautifully until it didn’t.

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Bentjonk

Lyricist III

Hoi, have the same issues with firmware 14.6 and 14.8. Disconnect with Music and Movies. Sometimes hickups with Movies. Also found the sound quality les. Its a mess. Setup Arc, 2 One SL, Sub Gen 3, Sony A80J. My netwerk is WM: 0. Nothing has changed in my setup even firmware other devices, its stil the same as before firmware 14.6 and 14.8. I’m from Holland.

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