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

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

Show previous replies

T

terrysilver

Lyricist III

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.

I’m happy to hear you’ve been unaffected but I like to switch inputs between my ATV and my 4K blu ray and my gaming consoles. Every time I do it’s a gamble to see if the system stays stable or not and frankly there is no consistency. I’m sure if I never switched inputs I’d be in the same boat as you but I want to get the most out of my system that I’ve spent a lot of money on…

K

Keithmac

Virtuoso

I think when our Playbar bites the dust it will be a Sony HT-A9 for us.

Feel sorry for everyone on here with thousands invested and a broken system due to the 14.6 update.

Seems you won't get a speedy resolution.

Why the can't let people back onto 14.5 on a case by case basis is anyones guess.

R

Ralph 161

Lyricist I

Same issues, and heard it from hundreds of others.

My set up

Xbox series x

Sub gen 3

Two(1) sl's

And arc

I see Atmos on my Sonos app but the rears and sub does not work. Was never an issue prior to this update.

I disconnected the ones, hard wired them to turn off the wifi and still nothing

R

Ralph 161

Lyricist I

I will be calling Sonos later today and screaming at them I'm beyond pissed. For them not to say it's a software update is bizzare. I didn't change s*** to my setup, as soon as the update hit I went searching for answers in the local FB group. Then was pointed to come here. And wallah same situations.

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

Ken_Griffiths

I will be calling Sonos later today and screaming at them I'm beyond pi**ed. For them not to say it's a software update is bizzare. I didn't change sh*t to my setup, as soon as the update hit I went searching for answers in the local FB group. Then was pointed to come here. And wallah same situations.

You may find this link helpful in your case… I think it’s worth you reading some aspects of it, prior to any contact.

https://www.sonos.com/en-ie/legal/customer-guidelines

HTH

jgatie

I will be calling Sonos later today and screaming at them I'm beyond pissed. For them not to say it's a software update is bizzare. I didn't change shit to my setup, as soon as the update hit I went searching for answers in the local FB group. Then was pointed to come here. And wallah same situations.

So you are “p*ssed” about your first world luxury electronics, and your first instinct is to call up support and scream at the poor low level shmuck manning the line?

And people wonder why they don’t get any satisfaction calling up a support line. 🙄

M

Missionsparta

Enthusiast II

I will be calling Sonos later today and screaming at them I'm beyond pissed. For them not to say it's a software update is bizzare. I didn't change shit to my setup, as soon as the update hit I went searching for answers in the local FB group. Then was pointed to come here. And wallah same situations.

So you are “p*ssed” about your first world luxury electronics, and your first instinct is to call up support and scream at the poor low level shmuck manning the line?

And people wonder why they don’t get any satisfaction calling up a support line. 🙄

Normally, your comment might be spot on, but throwing the term "luxury" in to try and minimize his anger at his hard earned money being pissed away and a company downplaying it is comical. And him saying he is going to scream is a result of the fact you can't get moved up the chain when you talk to these support employees. They deflect any of you issues. And sympathizing with the employees by calling them a schmuck is as hypocritical as the rest if your post.

jgatie

Normally, your comment might be spot on, but throwing the term "luxury" in to try and minimize his anger at his hard earned money being pissed away and a company downplaying it is comical. And him saying he is going to scream is a result of the fact you can't get moved up the chain when you talk to these support employees. They deflect any of you issues. And sympathizing with the employees by calling them a schmuck is as hypocritical as the rest if your post.

I stand by every word I said. People who scream at support people are the epitome of what’s wrong in this world. Just because a person has to eat your crap, that doesn’t give you a license to feed it to them.

N

Nylon

Enthusiast I

I stand by every word I said. People who scream at support people are the epitome of what’s wrong in this world. Just because a person has to eat your crap, that doesn’t give you a license to feed it to them.

Screaming at support is definitely not the right way to go but it’s very far from the “epitome of what’s wrong in this world”. Perspective adjustment needed. Pretty sure support are trained to deal with how to handle/diffuse frustrated customers. Fundamentally, spending thousands on Sonos products that suddenly fail to work due to software/hardware failure is going to lead to frustration and annoyance when the company is not addressing the issue and its users in an appropriate manner.

jgatie

Screaming at support is definitely not the right way to go but it’s very far from the “epitome of what’s wrong in this world”. Perspective adjustment needed. Pretty sure support are trained to deal with how to handle/diffuse frustrated customers. Fundamentally, spending thousands on Sonos products that suddenly fail to work due to software/hardware failure is going to lead to frustration and annoyance when the company is not addressing the issue and its users in an appropriate manner.

I suggest that one who abuses people who, for whatever reason, are unable fight back most certainly is a symptom of exactly what’s wrong in this world.

Show more replies

Sign up

Login to the community