Contributor I

Lost surround and sub ( after update ?)

Forum|Forum|4 years ago
April 23, 2022
1604 replies
81294 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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Brad Porter

Enthusiast II

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.

What would be helpful from Sonos is them substantiating why the issue is not their software.

We seem to all be hearing that this is not a problem (or it would be happening to more people) but affected users never get the BECAUSE part. i.e. “This is not a software problem BECAUSE we can see that the source device cut the sound due to a signal it sent to the Sonos device”. Or “This is a problem with your speakers BECAUSE we can see errors on the ARC”. For some inexplicable reason, at current we receive “This is not a software problem. Thanks.”

B

Brad Porter

Enthusiast II

How comes on this issue/thread, the Sonos team was happy to ask for short term testing to help diagnosing the issue?

C

CKALOTS

Enthusiast II

5min into fury road... 72701334 had to reboot app power cycle yada yada.. nothing to see here

melvimbe

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.

What would be helpful from Sonos is them substantiating why the issue is not their software.

We seem to all be hearing that this is not a problem (or it would be happening to more people) but affected users never get the BECAUSE part. i.e. “This is not a software problem BECAUSE we can see that the source device cut the sound due to a signal it sent to the Sonos device”. Or “This is a problem with your speakers BECAUSE we can see errors on the ARC”. For some inexplicable reason, at current we receive “This is not a software problem. Thanks.”

Has Sonos stated that it’s definitively not a software issue? I’ve only seen responses that say they can’t reproduce the issue. Granted, I haven’t read every page of this thread.

Danny

B

Brad Porter

Enthusiast II

Has Sonos stated that it’s definitively not a software issue? I’ve only seen responses that say they can’t reproduce the issue. Granted, I haven’t read every page of this thread.

That's a very fair question.

Sonos have remained fairly neutral in their responses. They have not explicitly ruled out a software issue, but neither have they offered any root-cause to why a subset of their customers are having an issue despite this thread and multiple support/diagnostics submissions.

I am certain this is challenging and specific edge case problem - which makes it hard to diagnose especially in lab type environments. But as mentioned before, there is a Sonos process to diagnose and resolve technical issues. But the process is being followed and once it gets to the Engineers, contact is severed or responses are untenable. In my personal situation, I now have two dead ends despite Corey P’s statement of the process to follow and Sonos commitment to fix.

skullc

Prodigy III

So you all know it's not just surrounds that has the issue my stereo 5's plus sub gen2 just had it

First right channel dropped then sub had to remove all and reset all speakers this is the second time this happened besides home theatre system

Diagnostic number 638414953

Network= livewire cpe pro 3 +eero 6 pro wireless

W

W Lehmberg

Enthusiast II

Has Sonos stated that it’s definitively not a software issue? I’ve only seen responses that say they can’t reproduce the issue. Granted, I haven’t read every page of this thread.

That's a very fair question.

Sonos have remained fairly neutral in their responses. They have not explicitly ruled out a software issue, but neither have they offered any root-cause to why a subset of their customers are having an issue despite this thread and multiple support/diagnostics submissions.

I am certain this is challenging and specific edge case problem - which makes it hard to diagnose especially in lab type environments. But as mentioned before, there is a Sonos process to diagnose and resolve technical issues. But the process is being followed and once it gets to the Engineers, contact is severed or responses are untenable. In my personal situation, I now have two dead ends despite Corey P’s statement of the process to follow and Sonos commitment to fix.

Just checking in. Some of my posts have been deleted (external links of where to complain - heck - I even got banned from one of those sites for complaining, lol!)

Can’t remember my last post but can confirm that I haven’t had a drop since I installed the sonos voice assistant and power cycled everything. It’s been over a week and it’s just working flawlessly with my TCL series 6 Roku tv. I have not, and will not reconnect my ATV 4k (said I would try it but I don’t want to mess it up - too tired of this).

Two Ones, two gen 3 subs and an Arc, all up to date (14.8.1 in app). Even reconnected my satellite back up (Asus zenwifi ax 6600) and haven’t had a problem. Only installed voice assistant on Arc.

Hope this post doesn’t get deleted. I don’t switch inputs, just use the Roku and it’s been solid.

M

Missionsparta

Enthusiast II

Has Sonos stated that it’s definitively not a software issue? I’ve only seen responses that say they can’t reproduce the issue. Granted, I haven’t read every page of this thread.

That's a very fair question.

Sonos have remained fairly neutral in their responses. They have not explicitly ruled out a software issue, but neither have they offered any root-cause to why a subset of their customers are having an issue despite this thread and multiple support/diagnostics submissions.

I am certain this is challenging and specific edge case problem - which makes it hard to diagnose especially in lab type environments. But as mentioned before, there is a Sonos process to diagnose and resolve technical issues. But the process is being followed and once it gets to the Engineers, contact is severed or responses are untenable. In my personal situation, I now have two dead ends despite Corey P’s statement of the process to follow and Sonos commitment to fix.

Just checking in. Some of my posts have been deleted (external links of where to complain - heck - I even got banned from one of those sites for complaining, lol!)

Can’t remember my last post but can confirm that I haven’t had a drop since I installed the sonos voice assistant and power cycled everything. It’s been over a week and it’s just working flawlessly with my TCL series 6 Roku tv. I have not, and will not reconnect my ATV 4k (said I would try it but I don’t want to mess it up - too tired of this).

Two Ones, two gen 3 subs and an Arc, all up to date (14.8.1 in app). Even reconnected my satellite back up (Asus zenwifi ax 6600) and haven’t had a problem. Only installed voice assistant on Arc.

Hope this post doesn’t get deleted. I don’t switch inputs, just use the Roku and it’s been solid.

Unfortunately, I have an Arc SL. I'm ** out of luck.

*Moderator Note: Modified in accordance with the Community Code of Conduct.*

E

EB89

Lyricist II

Disabling eARC on my Samsung Q80T has made this stable for me for about 2 weeks now.

Before this I had drop outs multiple times per day.

it’s a Band-Aid but it’s worth a try.

E

EB89

Lyricist 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.

Yeah it’s got nothing to do with the home wifi, as you said, everyone’s wifi didn’t suddenly get super congested or something at the same time, it was the 14.6 update.

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