Contributor I

Lost surround and sub ( after update ?)

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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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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.

Mission accomplished.
praise Costco.

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Nylon

Enthusiast I

Honestly, Sonos has really dropped the ball here and the latest reply from @Corry P is an extremely carefully worded response that seems to have been run through legal. The reply is designed to cover Sonos from all angles without committing to a fix or acknowledging the widespread nature of the issue. Thus allowing them to indefinitely kick the can down the road. This is not how a company should respond.

Even though I was advised I would hear back from Sonos after my discussion with an L2/L3 engineer a month ago I have not heard a thing. Calling in over and over again does nothing for those of us who have already escalated the issue with Sonos and have not received a response.

Does anyone think that this might be a hardware related issue and not just software related hence their inability to fix the issue in software. It might explain the careful wording of the response from @Corry P.

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zawaja

Trending Lyricist I

People have a problem with Atmost sound on the Sonos Arc as early as 2020 …

Apple TV 4K non-Dolby Atmos content has continual audio cutting out/in issues after playing Dolby Atmos content.

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peterbault

Enthusiast II

People have a problem with Atmost sound on the Sonos Arc as early as 2020 …

Apple TV 4K non-Dolby Atmos content has continual audio cutting out/in issues after playing Dolby Atmos content.

diferent issue. it only affected certain LG TVs and was fixed with an LGTV firmware update

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kuwarrulz_11

Enthusiast II

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.

Shortly following, I even bought a pair of One SL stands. Not sure what to do, heart says keep the darn system because of past consistency, mind says return the whole thing.

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P

PeeWeener

Lyricist I

Just like many of you, I’ve had this issue since 14.6 - surround/sub delay, cutting in and out, etc. After many calls and diagnostics submitted , I finally managed to catch the delay live during open hours and hopped on the call with an agent. He verified diagnostics and finally , someone vocalized an error - stream underflow. His explanation was that sub and surrounds aren’t getting enough bandwidth to process data, hence delay. I took that with a grain of salt , as my network has been very stable prior and now (450 mbs download , 24 upload). Afterwards , agent recommended to change couple of router settings ( I have asus ax 11000) - IGMP snooping should be ON, beamforming ( universal and explicit) should be off. Because my arc is wired via Ethernet , I again took that with a grain of salt, but it’s worth a shot. So as a heads up to many of you experiencing this issue , next time you call in, ask whether your sub/surround have stream under flow error and play around with your router settings.

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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.

Shortly following, I even bought a pair of One SL stands. Not sure what to do, heart says keep the darn system because of past consistency, mind says return the whole thing.

It’s sad but I always vote with my wallet.

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M

Missionsparta

Enthusiast II

Just like many of you, I’ve had this issue since 14.6 - surround/sub delay, cutting in and out, etc. After many calls and diagnostics submitted , I finally managed to catch the delay live during open hours and hopped on the call with an agent. He verified diagnostics and finally , someone vocalized an error - stream underflow. His explanation was that sub and surrounds aren’t getting enough bandwidth to process data, hence delay. I took that with a grain of salt , as my network has been very stable prior and now (450 mbs download , 24 upload). Afterwards , agent recommended to change couple of router settings ( I have asus ax 11000) - IGMP snooping should be ON, beamforming ( universal and explicit) should be off. Because my arc is wired via Ethernet , I again took that with a grain of salt, but it’s worth a shot. So as a heads up to many of you experiencing this issue , next time you call in, ask whether your sub/surround have stream under flow error and play around with your router settings.

Im not as smart as many of you, but you mentioned lack of bandwidth to process the data. I just happened to read this article:

https://www.androidauthority.com/google-pixel-smart-home-set-up-3173448/

I know about the whole patent war between the two, but find it interesting the google claims Sonos is causing the inabolity of home devices from connecting to the Wifi. Really curious if there is something going on there that would help point to this issue if it real is a lack of bandwidth issue.

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Brad Porter

Enthusiast II

Just like many of you, I’ve had this issue since 14.6 - surround/sub delay, cutting in and out, etc. After many calls and diagnostics submitted , I finally managed to catch the delay live during open hours and hopped on the call with an agent. He verified diagnostics and finally , someone vocalized an error - stream underflow. His explanation was that sub and surrounds aren’t getting enough bandwidth to process data, hence delay. I took that with a grain of salt , as my network has been very stable prior and now (450 mbs download , 24 upload). Afterwards , agent recommended to change couple of router settings ( I have asus ax 11000) - IGMP snooping should be ON, beamforming ( universal and explicit) should be off. Because my arc is wired via Ethernet , I again took that with a grain of salt, but it’s worth a shot. So as a heads up to many of you experiencing this issue , next time you call in, ask whether your sub/surround have stream under flow error and play around with your router settings.

@PeeWeener - has it been stable since you made these changes?

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GenericListener

Lyricist III

For those in the UK who are seriously considering a refund, provided you can prove that the problem isn’t your fault, you have up to 6 years (with some exceptions) to claim a refund from Sonos or wherever you purchased from.

https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act-aKJYx8n5KiSl

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