Contributor I

Lost surround and sub ( after update ?)

Forum|Forum|4 years ago
April 23, 2022
1604 replies
81292 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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K

kuwarrulz_11

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.

Absolutely, second that. My 2 cents on this - What changed in 14.6 that made the Arc, sub and surrounds susceptible to wireless interference? @Airgetlam rather than pointing it on our own network, please see the level of troubleshooting we have already performed. My case is with Level 3 engineering team since 5-6 weeks now. They won’t just entertain if you haven’t tweaked or setup your network, so that goes out of the window. I have posted so many articles with the tweaking I did - including disabling band steering, setting WiFi dedicated channels for 2.4 and 5Ghz from Auto to channel that doesn’t interfere with Sonos network, factory resetting each speaker, hardwiring arc and making the system a complete Sonos net ecosystem. Regardless of whatever we have performed, the issue resurfaces. So, please allow the troubleshooters to continue doing what they are as we are in a problem and please be content and feel fortunate that you aren’t affected by the problem.

M

Missionsparta

Enthusiast II

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.

Im using the Arcana and getting the same issue.

M

Missionsparta

Enthusiast II

So I just was using the system. Action scene...loud booms and not...sub working great. Someone at the door. I pause. Five minutes later, unpause and sub is out. I submit a report, I call sonos and try and get then on the phone to look while the issue is happening. After being on hold for five, the sub is back when I unpause it. After about twenty minutes of the usual of blaming the wifi, it actually cuts I out while I have support on, but he keeps wanting to explain to me the basics of a sub and bass, while telling me when I'm on a scene with no action or loud noises, I wouldn't notice sound from the sub anyhow. When I explain I know how the sub works and it's not working right then, he goes into a lecture about the wifi. Like an idiot I pause and unpause it and it comes back. I tell him this occurred after the uodate and I get the second lecture that updates don't cause this, poor wifi causes this. I am about done. I'm glad everyone's wifi/router setup decided to take a crap all at the same time as the update. I'm also glad that apparently my router has decided that this system is the only thing I own that it is choosing to cut out.

M

Missionsparta

Enthusiast II

Let me ask this. If this is a wfi issue, why does it just never happen when we are in the middle of watching something? It only happens when first powering on, pausing and unpausing, changing services and/or shows, or changing inputs. That alone debunks that line of BS.

C

CKALOTS

Enthusiast II

So I just was using the system. Action scene...loud booms and not...sub working great. Someone at the door. I pause. Five minutes later, unpause and sub is out. I submit a report, I call sonos and try and get then on the phone to look while the issue is happening. After being on hold for five, the sub is back when I unpause it. After about twenty minutes of the usual of blaming the wifi, it actually cuts I out while I have support on, but he keeps wanting to explain to me the basics of a sub and bass, while telling me when I'm on a scene with no action or loud noises, I wouldn't notice sound from the sub anyhow. When I explain I know how the sub works and it's not working right then, he goes into a lecture about the wifi. Like an idiot I pause and unpause it and it comes back. I tell him this occurred after the uodate and I get the second lecture that updates don't cause this, poor wifi causes this. I am about done. I'm glad everyone's wifi/router setup decided to take a crap all at the same time as the update. I'm also glad that apparently my router has decided that this system is the only thing I own that it is choosing to cut out.

Remember... They are not going to fix this. They are now walking away saying we did something wrong. Start tweeting, post on Facebook, Insta, whatever. The only way they are going to fix this is a public shaming. What a joke of a company.

T

terrysilver

Lyricist III

So I just was using the system. Action scene...loud booms and not...sub working great. Someone at the door. I pause. Five minutes later, unpause and sub is out. I submit a report, I call sonos and try and get then on the phone to look while the issue is happening. After being on hold for five, the sub is back when I unpause it. After about twenty minutes of the usual of blaming the wifi, it actually cuts I out while I have support on, but he keeps wanting to explain to me the basics of a sub and bass, while telling me when I'm on a scene with no action or loud noises, I wouldn't notice sound from the sub anyhow. When I explain I know how the sub works and it's not working right then, he goes into a lecture about the wifi. Like an idiot I pause and unpause it and it comes back. I tell him this occurred after the uodate and I get the second lecture that updates don't cause this, poor wifi causes this. I am about done. I'm glad everyone's wifi/router setup decided to take a crap all at the same time as the update. I'm also glad that apparently my router has decided that this system is the only thing I own that it is choosing to cut out.

This is why I’ve been done submitting diagnostics and calling sonos. I did it 4 times and gave them the benefit of the doubt and wasted many hours on the phone with their patronizing support… at some point we just become the fools wasting more hours doing this and nothing ever fixing. For me the last couple weeks, the workaround of disabling and enabling the Wi-Fi of the arc brings sub and surrounds back online in 2.5 minutes and I don’t have to get off the couch. I have audio from only the arc during this process except for the few seconds after disabling and enabling the Wi-Fi of the arc.

A

ainsley002

Renowned Enthusiast I

Let me ask this. If this is a wfi issue, why does it just never happen when we are in the middle of watching something? It only happens when first powering on, pausing and unpausing, changing services and/or shows, or changing inputs. That alone debunks that line of BS.

Not quite right. It happened to me two nights ago (echoing rears and sub) half way through a TV programme. No change of anything prior to starting to watch.

The common factor was the release of 14.6

B

Bentjonk

Lyricist III

Something to share. I had the same isseus as you Guys. I replaced my audioquest HDMI Cable for the original HDMI cable from Sonos thats included in the box. I have it now 2 days running whithout Any issues anymore. Maybe its Lucky and temporary. But it is 2 days fore sure Stable and stil it is.

tv is Sony a84j

R

RBSnake

Lyricist III

Just an update to anybody who thinks this may be a Wifi/ISP fault, today I moved into a new place and I now have both a new ISP and a wireless router (Asus RT-AX86U). I decided I would factory reset all of my Sonos equipment and delete the app from my phone for a completely fresh start. I set up the new Wifi equipment, downloaded the Sonos app and proceeded to set up my Arc, Sub and One SL surrounds. I also have a new TV (Sony A80J 77”) Everything was working fine for a couple of hours, I changed input then bam, the sub and surrounds dropped. FFS.

Anyone who thinks this is anything other than a Sonos Firmware issue is kidding themselves, Sonos denying the problem or being unable to replicate the problem is a complete joke. It’s no coincidence these issues occurred after 14.6.

B

Bentjonk

Lyricist III

Just an update to anybody who thinks this may be a Wifi/ISP fault, today I moved into a new place and I now have both a new ISP and a wireless router (Asus RT-AX86U). I decided I would factory reset all of my Sonos equipment and delete the app from my phone for a completely fresh start. I set up the new Wifi equipment, downloaded the Sonos app and proceeded to set up my Arc, Sub and One SL surrounds. I also have a new TV (Sony A80J 77”) Everything was working fine for a couple of hours, I changed input then bam, the sub and surrounds dropped. FFS.

Anyone who thinks this is anything other than a Sonos Firmware issue is kidding themselves, Sonos denying the problem or being unable to replicate the problem is a complete joke. It’s no coincidence these issues occurred after 14.6.

I have the same setup, the Sonos HDMI cable resolved the issues for 2 days and still. Try reset the tv and look at Youre tv settings. Turn off av synch off the tv. Earc auto, maybe this Will help, only my arc is wired connected.

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