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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peterbault

Enthusiast II

look I’m frustrated too but paying money doesn’t entitle you to be a jerk

N

Nylon

Enthusiast I

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.

look I’m frustrated too but paying money doesn’t entitle you to be a jerk

I agree while at the same time I understand the frustration. Let’s not resort to hyperbole. We can all setup strawmen only to knock them down ourselves. I believe the individual in this forum was expressing his frustration. The blame for this frustration falls at the feet of Sonos who is failing hard to address this situation 49 pages into this thread. That’s where the focus should remain.

jgatie

I agree while at the same time I understand the frustration. Let’s not resort to hyperbole. We can all setup strawmen only to knock them down ourselves. I believe the individual in this forum was expressing his frustration. The blame for this frustration falls at the feet of Sonos who is failing hard to address this situation 49 pages into this thread. That’s where the focus should remain.

Having seen threads like these (not this one, this one’s pretty tame . . . for now) devolve into claiming the loss of a controller is “like losing a loved one”, the bricking of a device “is like someone pulling the plug on your sick relative without your permission”, or (Gasp!) comparisons to Nazis and the Holocaust, I assure you hyperbole is not what I intended to bring to the thread.

Though the fact that people can get that unhinged in their disappointment does leave me with no doubt that the poster was indeed going to scream at a low level support person.

M

Missionsparta

Enthusiast II

I agree while at the same time I understand the frustration. Let’s not resort to hyperbole. We can all setup strawmen only to knock them down ourselves. I believe the individual in this forum was expressing his frustration. The blame for this frustration falls at the feet of Sonos who is failing hard to address this situation 49 pages into this thread. That’s where the focus should remain.

Having seen threads like these (not this one, this one pretty tame . . . for now) devolve into claiming the loss of a controller is “like losing a loved one”, the bricking of a device “is like someone pulling the plug on your sick relative without your permission”, or (Gasp!) comparisons to Nazis and the Holocaust, I assure you hyperbole is not what I intended to bring to the thread.

Though the fact that people can get that unhinged in their disappointment does leave me with no doubt that the poster was indeed going to scream at a low level support person.

How this went from people trying to figure out a problem with a purchased product to you being a drama queen is anyone's guess.

jgatie

How this went from people trying to figure out a problem with a purchased product to you being a drama queen is anyone's guess.

It started with the poster who claimed he was going to scream at a person on the support line, I thought that was quite obvious. Don't want people calling you out for picking on those who can’t fight back? Then don’t say you are going to pick on someone who can’t fight back.

And I’m not the first “drama queen” in this thread, not by a long shot.

M

Missionsparta

Enthusiast II

How this went from people trying to figure out a problem with a purchased product to you being a drama queen is anyone's guess.

It started with the poster who claimed he was going to scream at a person on the support line, I thought that was quite obvious. Don't want people calling you out for picking on those who can’t fight back? Then don’t say you are going to pick on someone who can’t fight back.

And I’m not the first “drama queen” in this thread, not by a long shot.

That's debatable.

N

Nylon

Enthusiast I

It’s a false characterization, nobody is picking a fight with anyone. This is now feels like virtue signalling. Again, we all agree with you that screaming at support is not the correct way. Most of us who have been involved with this thread for over a month can understand the nuances here. Can we stop this now and just get back on track please.

A

arcosin

Enthusiast II

look I’m frustrated too but paying money doesn’t entitle you to be a jerk

how’s your system after you enabled sonos assistant?

W

willhowe

Enthusiast I

Quote from someone on Facebook with the issue;

“I’ve had this problem since the 14.6 update now iam on 14.8.1 and still the same . Apparently sonos said they can remotely downgrade the software they doing it for me going back to 14.4 or 14.5 to see if the problems go away I’ve been waiting 4 days though they don’t rush” … “they said you need a windows pc or laptop for them to remotely do it they told me this 4 days ago though and they’ve still not emailed me to sort it out yet but as soon as they do and it’s been downgraded I will definitely put a post on to let people know if it’s worked or not”

Controversial if correct! Maybe the agent got mixed up though and used the wrong terminology … as this seems totally against the grain of what’s been said here by other peoples Sonos support agents/engineers. Hopefully we will hear more …

Ken_Griffiths

To maybe help get this thread back on track, a little, I have a quick suggestion for some users here who are experiencing the surround dropout issue and who can perhaps easily reproduce it..

If you navigate via a web browser to the below (example) URL

http://xxx.xxx.xxx.xxx:1400/support/review/

… replacing the place-holders with an IP address from a Sonos player, you should see a list of Sonos products listed above the option to view the Sonos matrix - in that list of Sonos system devices, there will be the two HT surrounds that are perhaps experiencing the dropout issue.

If you select one of the surrounds to simply expand the options available and then select /proc/ath_rincon/status

… it will reveal some information, including that speakers ‘operating WiFi channel/frequency’ (see attached screenshot).

My thoughts are, it might be worth monitoring that wireless channel to see what channel is in use before the speaker drops-out and then also check it again afterwards, to see if it has perhaps changed its WiFi channel at any point… it might reveal if the problem perhaps occurs when the speakers are on a particular 5Ghz WiFi channel and if it does always happen when on the same channel, then it might (just ‘might’) indicate some type of wireless interference that is ‘perhaps’ causing these dropouts.

I have posted an example screenshot of the system area I am referring to here and underlined the operating channel number.

I have also attached a screenshot of the 5Ghz channels based on the number/frequency you will see on screen in the status information, so you can quickly ‘covert’ those numbers to a 5Ghz Wifi channel.

If anyone has the incline to give that a go just to see if it may reveal anything helpful, but it does mean monitoring the surrounds WiFi channel from time to time.

Better than just sitting there and doing nothing, perhaps🤔?

I hope the above suggestion may help.

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