Contributor I

Lost surround and sub ( after update ?)

Forum|Forum|4 years ago
April 23, 2022
1604 replies
81291 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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L

ledzep1

Headliner II

Does the sonos app tell you if the sub has dropped, does it vanish form the settings info?

B

Bentjonk

Lyricist III

No

B

Bentjonk

Lyricist III

Does the sonos app tell you if the sub has dropped, does it vanish form the settings info?

No

M

Missionsparta

Enthusiast II

Does the sonos app tell you if the sub has dropped, does it vanish form the settings info?

No. Always shows it as still connected.

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.

It was stable last night , but it is to be expected, as resetting the router usually takes care of it for anywhere between couple of hours to 5 days ( the most it has been stable for me). I’ll keep monitoring it and submitting diagnostics. It usually starts with the sub developing an echo via ATV- once I hear that, I try to play Spotify and then surrounds and sub fall completely out of sync. I have played with every possible setting on Sonos app and have now resorted to modifying router settings: change from auto wireless channels to dedicated ones ( 1 for 2.4 ghz, 48 for 5ghz), while sonosnet is on channel 6, multi beam is on, air time fairness off, igmp snooping on, universal beamforming off. I also tried going wireless again, then tried plugging arc into regular LAN or dedicated 2.5 LAN - no luck there. Throughout the ordeal , nothing disappears on the Sonos app and network matrix has green for all 4 speakers. HDMI cables are 48gbs rated ( overkill) as my tv ( Sony x900e) only supports arc. Honestly getting tired of it, as I simply want to enjoy watching whatever and not paying attention to how sub is performing.

Ken_Griffiths

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.

The surrounds, assuming you haven’t wired them to your LAN, actually connect/communicate directly with the Sonos HT main player over an ad-hoc 5Ghz wireless connection, so that’s nothing to do with your router WiFi - you might just have a lot of interference around your HT or the surrounds. At least those were my first thoughts about the case you describe. I would look at what’s nearby and maybe using the 5Ghz band perhaps, or look for something that’s likely to cause interference?

A

aumis93

Lyricist III

An observation in regards to the possibility of this being a voice control software issue (CEC or related), I only have 2 Sonos speakers capable of voice control: the Arc and the Move. The only speaker I have noticed having complete drop outs is the Move when I add it to the Arc group. Do others that have this issue have other speakers in the main Arc group that have voice control capabilities (enabled or not)?

My setup is Arc + Sub (Gen 1) + 2 Play:3s. I will sometimes add a Move to the group for listening in the kitchen. It has the drop out problem. Interestingly, I have 2 original Play:1s in there in stereo that do NOT drop out when added to the Arc group. That is our current workaround.

I just enabled Sonos voice control on the Arc and will test today to see if it makes a difference.

Enabling SVC on my Arc didn’t fix the issue. The Move was still dropping out. This morning I decided to setup voice control on the Move too since it actually did an update when doing this to the Arc. I have now been stable for several hours. It would drop out within an hour or less in the past. Keeping my fingers crossed!

Maybe there is a bug in the software for all voice control capable speakers that is fixed with the update that enables SVC? Or, just enabling it bypasses whatever bug there is? Grasping at anything at this point.

I tested 2 different Moves and a Roam, in the same physical spot connected to the ARC group, and they all had drop-outs within an hour. 2 days ago I replaced it with a Play:3 and I have had no drop-outs (except for the full system sound drop out I get once a day.) This is after enabling SVC on the ARC. For me, at least, it appears to be Sonos model specific. All of my other speakers are first gen.

Ken_Griffiths

I tested 2 different Moves and a Roam, in the same physical spot connected to the ARC group, and they all had drop-outs within an hour. 2 days ago I replaced it with a Play:3 and I have had no drop-outs (except for the full system sound drop out I get once a day.) This is after enabling SVC on the ARC. For me, at least, it appears to be Sonos model specific. All of my other speakers are first gen.

This too might be interference as the older Play:3 uses the 2.4Ghz band whereas the Roam can use the 5Ghz band which is also the band that the Arc uses to communicate with its surrounds, so it maybe more WiFi band specific rather than product model specific, perhaps 🤔?

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.

The surrounds, assuming you haven’t wired them to your LAN, actually connect/communicate directly with the Sonos HT main player over an ad-hoc 5Ghz wireless connection, so that’s nothing to do with your router WiFi - you might just have a lot of interference around your HT or the surrounds. At least those were my first thoughts about the case you describe. I would look at what’s nearby and maybe using the 5Ghz band perhaps, or look for something that’s likely to cause interference?

As I pointed out in a previous post, if this is a network issue and we are all seeing it specific to our Sonos devices, isn't it curious that at the same time, Google is accusing the Sonos systems of messing up network for home devices?

A

aumis93

Lyricist III

I tested 2 different Moves and a Roam, in the same physical spot connected to the ARC group, and they all had drop-outs within an hour. 2 days ago I replaced it with a Play:3 and I have had no drop-outs (except for the full system sound drop out I get once a day.) This is after enabling SVC on the ARC. For me, at least, it appears to be Sonos model specific. All of my other speakers are first gen.

This too might be interference as the older Play:3 uses the 2.4Ghz band whereas the Roam can use the 5Ghz band which is also the band that the Arc uses to communicate with its surrounds, so it maybe more WiFi band specific rather than product model specific, perhaps 🤔?

If different models have different features or characteristics that make them more susceptible to the problem then it is model specific in my mind. Anything that helps us narrow it down and get closer to the main issue for most people. It also gives me a workaround so I don’t have to deal with the issue on a daily basis.

If it is just wifi interference it still started for me the day my system updated to 14.6. In that scenario what in that update made it more susceptible to wifi interference on the 5Ghz band? Nothing else here changed. (As a programmer I know how dangerous those words are 😟)

My Sonos speakers have been rock solid for 10 years. I was shocked when I first heard the out of sync sound. That had never happened before on my system. It hasn’t stopped happening since that update either, no matter what I try to do to solve it (other than swapping out speakers of course.)

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