Lost surround and sub ( after update ?)

@RBSnake,

I’m just trying to assist here, as I don’t have the dropout issue, but…

Presumably you have no Sonos devices wired in your new setup, but what happens if you setup your system on SonosNet instead with the following …

• The WiFi credentials removed from the Sonos App.
• The ‘wired’ device is set to more than one metre away from the router
• The routers 2.4Ghz channel set to fixed channel 1, 6 or 11 with a channel-width of 20Mhz only and the 5Ghz band limited to say a width of 40Mhz
• The SonosNet channel is set to the ‘least-used’ channel in your environment and is 5 or more channels away from the chosen routers 2.4Ghz channel.
• Reboot all and let the system settle for an hour or so.

My thoughts are to at leat perhaps initially try to reduce the chances of interference being part of the issue.. also moving the devices to SonosNet will side-step the Asus router, which have been shown to be somewhat problematic in the past with a Sonos setup on their WiFi.

@Bentjonk

I have tried with both the Sonos cable and a certified HDMI 2.1 eARC cable. I don’t see how the TV settings would matter, I’ve had the same dropout issue with my LG CX and now with my Sony A80J.

I should also mention the old router was a Nokia 5G. Previously I also tried an old D-Link AC3200 router, all of them have had the exact same issue, which is why I Just don’t see this being a wifi issue.

Turn off av synch. EARC auto. Passthrough auto. Dolby digital plus. Thats my setting

@Sonos, just release 14.5 as 14.9.  In the release notes call it Bug fixes and performance enhancements.  Let it sit out there/be available for 2 weeks giving people a chance to roll back and turn off “Update Automatically” then re-release 14.8 as 15.0 so you get back your SVC etc… You frustrate your SVC users for 2 weeks but get us off your backs.  Pipe dream, I know but with 2 more drops yesterday simply switching inputs/going between built in TV apps (Netflix/Amazon/YouTube) - I just sit there stewing on my couch.  TV watching experience has severely been impacted when it was once something to look forward to when the SONOS system worked.

Could 14.5 not just be put on their site and let those who want it have at it??? 

Wish I could like this comment 100 times. All possible networking troubleshooting ideas have been attempted. Doesn’t fix anything. Happens on all possible networking configuration for those of us affected. 

I think they might have to push out an old firmware over a support call which should be totally doable for us affected users. That’s what I would like to see happen

Getting flashbacks to the v7.4 update fiasco 4 years ago (lost channels). At least then the response was “Oh maybe something is wrong” early on.

The story for everyone here seems to be : No changes made, no crazy configurations, recommended Sonos deployment/installation, everything rock solid for months, now BOOM. The only difference? What seems to be a turd of an update that walked into my living room and has caused nothing but annoyance for 3 weeks and counting.

It’s been a week since I enabled google assistant and I didn’t have a single drop (even with very extensive usage and countless tries to break it). I wish I knew what else what changed so I could tell you (there has to be something else because enabling voice assistant wasn’t the fix for everyone else).

@Freddy45764 - your comment actually brought something into my mind.

When managing technology in complex environments, change is the most probable cause of incidents. The normal procedure is that if there is an impact post a change, the default position is to roll back that change. To be frank, in the financial industry, you are not allowed to roll in a change you can't reverse - and it you know you can't reverse it (i.e it really is fix forward only due to data reasons) then you need appropriate contingency, support and playbooks in place to support that eventuality.

I am sure there is a way that Sonos could provide firmware to an affected user which could be used as a test bed to see if the issue is actually resolved on earlier code. It also provides a real test bed, in a non-lab environment to start working through the issues. i.e, Sonos could then release each subsequent code version (even the ones we don't get) to better isolate where the problem exactly started. 

So, most of us know this sort of sensible industry approach already so why has it interested me? Its interested me because why would Sonos not perform this roll-back on an impacted device and test forward (in a structured approach) to isolate the problem?

I think that question is what is playing on my mind more than anything else. 3rd line is not responding, and there seems to be no willingness to roll-back the software and assess whether 14.5.x really was more stable at a code level - that would rule a problem in/out, and may even address an issue which is a sitting time bomb (potentially) for a much wider audience.

More then the problem itself, there is a process and cultural problem surfaced here which I don't understand. I can offer plenty of reasons why a company would do this, but I don't think it's fair to speculate on this forum. What I would like to see is stronger engagement between Sonos and just one affected user - working together in a solid cadence with a collective view to understanding what this issue actually is. 

And I don't care if the problem happens to be lunar phases causing interference for 1 in 10. I don't care if the problem is my network or my implementation of the kit. What I do care about is Sonos providing a statement that this is really a trivial matter in the larger scheme of their customer base, suggesting a support process and then that process actually comes to a grinding halt.

Just update on my experience to add to this:

I tried to see if Sonos could add the diagnostics of mine to a bigger case, perhaps coordinating where they are seeing this happen. Of course, the L1 agent on chat could not help me. I was able to schedule a call, but that agent also could not help me.

She said she had no update on if Sonos was working on it (that was another team), but if I wanted to troubleshoot with her I could. Knowing the issue is sporadic and that I didn’t want to spend 6 hours just disconnecting and reconnecting components, I declined.

She did say she would pass it along to the development team, but I’m not optimistic that will lead to anything. She also said she was unaware of any threads in the community section on this and “couldn’t find” this thread, so definitely appears like Sonos is presuming the issue is not on their end.