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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Airgetlam

Part of the update process is the speakers rebooting, which causes them to ask for new IP addresses from your router. If the router is in a “bad state” and handing out duplicate IP addresses, then your speakers will be compromised due to that. That’s just one scenario. There’s also outside influences that affect wifi, as suggested in the wifi interference FAQ.

There’s no “it’s just one thing” fix to some of these issues, from what I can tell. There’s a wide variety of reasons why a particular symptom may be displayed. Sure, it’s easy to blame a software release, but if Sonos has, as they have, that they’re unable to duplicate that issue, it’s up to us, as users to give them examples, by submitting diagnostics and telling them about them.

As some may not know, just submitting a diagnostic does no good, it’s explained in Diagnostics - How do they work? thread that you must tell Sonos the number of the diagnostic, and why you’ve submitted it, so they know both to look, and what to look for. Many people in this thread have done that already, I honestly don’t know if everyone has or not.

But if there’s a real issue here, I’d have thought that the Sonos team could have recreated it based on the information they’ve been handed. The fact that they haven’t is somewhat telling, although it’s certainly possible they just don’t have enough information yet. I don’t know, one way or another, but can certainly express that this issue has not appeared on either of my Arcs, both of which have Subs and Surround speakers set up.

Bruce

melvimbe

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.

I can’t see any relation to the issues reported here and the issue reported relating to smart device setup on Google Pixel phones. Google is being rather vague here, but it sounds as though Google is saying they had to change their code because it infringed on Sonos patents….and the new code (Google’s code) isn’t working correctly so it’s Sonos fault.

That’s not meant to be a statement on the issue this thread is about in one or another, just that it seems extremely unlikely that the Pixel phone issue is related to this in any way.

Danny

A

aumis93

Lyricist III

Part of the update process is the speakers rebooting, which causes them to ask for new IP addresses from your router. If the router is in a “bad state” and handing out duplicate IP addresses, then your speakers will be compromised due to that. That’s just one scenario. There’s also outside influences that affect wifi, as suggested in the wifi interference FAQ.

There’s no “it’s just one thing” fix to some of these issues, from what I can tell. There’s a wide variety of reasons why a particular symptom may be displayed. Sure, it’s easy to blame a software release, but if Sonos has, as they have, that they’re unable to duplicate that issue, it’s up to us, as users to give them examples, by submitting diagnostics and telling them about them.

As some may not know, just submitting a diagnostic does no good, it’s explained in Diagnostics - How do they work? thread that you must tell Sonos the number of the diagnostic, and why you’ve submitted it, so they know both to look, and what to look for. Many people in this thread have done that already, I honestly don’t know if everyone has or not.

But if there’s a real issue here, I’d have thought that the Sonos team could have recreated it based on the information they’ve been handed. The fact that they haven’t is somewhat telling, although it’s certainly possible they just don’t have enough information yet. I don’t know, one way or another, but can certainly express that this issue has not appeared on either of my Arcs, both of which have Subs and Surround speakers set up.

I would be curious to know what your equipment is in each Arc group and whether you have Voice Control enabled. Info from people NOT having this issue is as helpful as those who do. If you haven’t already, please consider filling out the spreadsheet with your system info.

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

With most of the normal Sonos issues calling in and going through their troubleshooting usually fixes it long term. I don’t think that’s happening with this issue. As far as I know even those who have made it to Level 3 Engineering are still stuck in the process waiting for a resolution. I certainly don’t envy Sonos trying to troubleshoot a problem that they can’t reproduce. Those are always the worst.

melvimbe

Part of the update process is the speakers rebooting, which causes them to ask for new IP addresses from your router. If the router is in a “bad state” and handing out duplicate IP addresses, then your speakers will be compromised due to that. That’s just one scenario. There’s also outside influences that affect wifi, as suggested in the wifi interference FAQ.

There’s no “it’s just one thing” fix to some of these issues, from what I can tell. There’s a wide variety of reasons why a particular symptom may be displayed. Sure, it’s easy to blame a software release, but if Sonos has, as they have, that they’re unable to duplicate that issue, it’s up to us, as users to give them examples, by submitting diagnostics and telling them about them.

As some may not know, just submitting a diagnostic does no good, it’s explained in Diagnostics - How do they work? thread that you must tell Sonos the number of the diagnostic, and why you’ve submitted it, so they know both to look, and what to look for. Many people in this thread have done that already, I honestly don’t know if everyone has or not.

But if there’s a real issue here, I’d have thought that the Sonos team could have recreated it based on the information they’ve been handed. The fact that they haven’t is somewhat telling, although it’s certainly possible they just don’t have enough information yet. I don’t know, one way or another, but can certainly express that this issue has not appeared on either of my Arcs, both of which have Subs and Surround speakers set up.

I would be curious to know what your equipment is in each Arc group and whether you have Voice Control enabled. Info from people NOT having this issue is as helpful as those who do. If you haven’t already, please consider filling out the spreadsheet with your system info.

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

With most of the normal Sonos issues calling in and going through their troubleshooting usually fixes it long term. I don’t think that’s happening with this issue. As far as I know even those who have made it to Level 3 Engineering are still stuck in the process waiting for a resolution. I certainly don’t envy Sonos trying to troubleshoot a problem that they can’t reproduce. Those are always the worst.

I went ahead and added to your spreadsheet, although I don’t get the issue, and I doubt my info is useful, as my setup is rather uncommon, but it’s there.

Danny

A

aumis93

Lyricist III

Part of the update process is the speakers rebooting, which causes them to ask for new IP addresses from your router. If the router is in a “bad state” and handing out duplicate IP addresses, then your speakers will be compromised due to that. That’s just one scenario. There’s also outside influences that affect wifi, as suggested in the wifi interference FAQ.

There’s no “it’s just one thing” fix to some of these issues, from what I can tell. There’s a wide variety of reasons why a particular symptom may be displayed. Sure, it’s easy to blame a software release, but if Sonos has, as they have, that they’re unable to duplicate that issue, it’s up to us, as users to give them examples, by submitting diagnostics and telling them about them.

As some may not know, just submitting a diagnostic does no good, it’s explained in Diagnostics - How do they work? thread that you must tell Sonos the number of the diagnostic, and why you’ve submitted it, so they know both to look, and what to look for. Many people in this thread have done that already, I honestly don’t know if everyone has or not.

But if there’s a real issue here, I’d have thought that the Sonos team could have recreated it based on the information they’ve been handed. The fact that they haven’t is somewhat telling, although it’s certainly possible they just don’t have enough information yet. I don’t know, one way or another, but can certainly express that this issue has not appeared on either of my Arcs, both of which have Subs and Surround speakers set up.

I would be curious to know what your equipment is in each Arc group and whether you have Voice Control enabled. Info from people NOT having this issue is as helpful as those who do. If you haven’t already, please consider filling out the spreadsheet with your system info.

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

With most of the normal Sonos issues calling in and going through their troubleshooting usually fixes it long term. I don’t think that’s happening with this issue. As far as I know even those who have made it to Level 3 Engineering are still stuck in the process waiting for a resolution. I certainly don’t envy Sonos trying to troubleshoot a problem that they can’t reproduce. Those are always the worst.

I went ahead and added to your spreadsheet, although I don’t get the issue, and I doubt my info is useful, as my setup is rather uncommon, but it’s there.

Actually, it just led me to the HD Fury Arcana page and I’m really close to buying a new toy. That’s helpful, right? 😉

Edit: It may actually be helpful since some have suspected CEC. The Arcana may mitigate whatever CEC issue is there for you, if there is one.

B

Brad Porter

Enthusiast II

I had an update from one of the support contacts (the one that responded to my email to the CEO):

My apologies for my late response. I reviewed the case that you provided and it looks like it has been escalated to our Level 3 support to check the issue further.

So I am back waiting for contact from level 3.

Its been 2 weeks now after performing hours of on the line tests/diagnostics which could not be resolved (or pin-pointed) during that call. This is on top of fully wiring the speakers, several factory resets, controlled power-downs/power-ups, Wi-Fi Scanning for interference, Router config changes, TV config changes, complete cable replacement, installing SVC, speaker repositioning, boost/no boast testing and general network diagnostics to ensure STP/loops are not a problem. (And I work in technology for a living, so I am not trying this as a novice).

But if there’s a real issue here, I’d have thought that the Sonos team could have recreated it based on the information they’ve been handed. The fact that they haven’t is somewhat telling, although it’s certainly possible they just don’t have enough information yet. I don’t know, one way or another, but can certainly express that this issue has not appeared on either of my Arcs, both of which have Subs and Surround speakers set up.

I do agree that there are multiple avenues to finding this problem. And it is possible that it is not caused (directly or indirectly) by the software update. But so many people in different parts of the world with different kit can pin point April as the start time of the problem, and a lot of them have not had problems before. So something has changed - and I can't hear any other suggestions on a resolution despite the myriad of testing that has been completed by the community.

Quite frankly, I have tried everything, not getting much of a response from Sonos Support so don't know what to do to progress to resolution. It's a really depressing situation for something that was rock solid in stability before April.

melvimbe

I went ahead and added to your spreadsheet, although I don’t get the issue, and I doubt my info is useful, as my setup is rather uncommon, but it’s there.

Actually, it just led me to the HD Fury Arcana page and I’m really close to buying a new toy. That’s helpful, right? 😉

Edit: It may actually be helpful since some have suspected CEC. The Arcana may mitigate whatever CEC issue is there for you, if there is one.

Well, yes, it could resolve issues if it’s related to CEC, but it absolutely would not if the issue has to do wit network interference, bandwidth, or something of that nature. It certainly shouldn’t be thought of as blanket solution.

I got Arcana primarily because it is eARC, while my TV is not, and it eliminated the possibility of my TV having a firmware upgrade that screwed up audio. My setup also has the same source capable of being sent to 4 different TVs...so yea, it’s uncommon and not exactly useful for a control group example.

Danny

A

aumis93

Lyricist III

I went ahead and added to your spreadsheet, although I don’t get the issue, and I doubt my info is useful, as my setup is rather uncommon, but it’s there.

Actually, it just led me to the HD Fury Arcana page and I’m really close to buying a new toy. That’s helpful, right? 😉

Edit: It may actually be helpful since some have suspected CEC. The Arcana may mitigate whatever CEC issue is there for you, if there is one.

Well, yes, it could resolve issues if it’s related to CEC, but it absolutely would not if the issue has to do wit network interference, bandwidth, or something of that nature. It certainly shouldn’t be thought of as blanket solution.

I got Arcana primarily because it is eARC, while my TV is not, and it eliminated the possibility of my TV having a firmware upgrade that screwed up audio. My setup also has the same source capable of being sent to 4 different TVs...so yea, it’s uncommon and not exactly useful for a control group example.

Yes, obviously the Archana is only a factor if the issue is in fact with CEC, or something similar.

Oddly enough, your setup is somewhat similar to mine. I also have the ability to send sources to other tvs and the additional equipment that goes with that. My setup is such that I need to strip it down to the basics for troubleshooting first before I call support. My life and mental energy are not there for it right now. I have a work around, so I move on for the moment.

My tv does not have eARC either so the Archana intrigues me. I’ll save the info for when I have the time and the guts to mess with my fairly stable system.

M

McMurdeR

Prominent Collaborator I

I've had two incidents where the sub and surrounds stop playing since that update. Things were rock solid prior to that. It's not happening often enough to replicate easily, so I appreciate this isn't easy for Sonos engineers to figure out. But I would urge them to keep at it - this is definitely real, something has changed.

In my case, unplugging and restsrting the Arc gets me back on track.

F

Freddy45764

Enthusiast II

As requested by Sonos support I tried to test if the issue remains on optical. My tv is mounted so I pre ran an optical cable in case I ever needed one. In order to test, I had to buy a female/female toslink adapter so I could connect tv->optical cable->female/female toslink adapter->Sonos toslink/HDMI adapter->HDMI cable→ Arc. I don’t have a lot of faith in that connection obviously but my results were interesting. I had to hold the toslink adapter just right for it to work but I was able to test. While experiencing an audio dropout, I stopped the content, unplugged HDMI connection, plugged in the toslink connection, changed tv output settings to optical out and restarted the same content. The sub and surrounds were still missing. The flakiness of the toslink connection gives me pause as to whether there’s any value in this test. It also seems like I should power cycle some equipment when changing audio connection type but that would most likely restore the audio anyway which wouldn’t tell me anything. I did all this outside of Sonos support hours and will do it again when I can do it live on a support call to see if they have any instructions for order of operations/power cycling, etc. and submit diagnostics. Interested if anyone else has tried this optical troubleshooting elimination test?

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