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topilouf
Contributor I
April 23, 2022

Lost surround and sub ( after update ?)

  • 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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    1604 replies

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    Ken_Griffiths
    Ken_Griffiths
    June 11, 2022

    Thanks @Ken_Griffiths - sadly, the Netgear kit I have does not allow you to specifically set the band. You can disable co-existence support (to stop it moving between bands) but the advertised band is still 40Mhz for 2.4Ghz and 80Mhz for 5Ghz. Strangely, I have not had to worry about this up until April. 

    It’s not what I would call a huge issue @Brad Porter, it can help reduce wireless interference if you have neighbouring networks and so that can often help with device dropouts, it’s also not quite so helpful if you don’t live in a built-up area, but not every router allows for the channel-width to be set, so I wouldn’t be too concerned by it. Most routers are set to 40Mhz (2.4Ghz) and 80MHz (5Ghz) band by default - the 5Ghz band is also not so far reaching/penetrating as the 2.4Ghz band. It’s that latter band that’s used between the Sonos Master HT player and it’s Surrounds/Sub. Note too that the more modern Sonos devices on S2 are able to now use either band (the 802.11ac WiFi standard).

      ratty
      ratty
      June 11, 2022

      A single 20MHz channel will be more stable in active regions with a lot of frequency noise and interference. A 40MHz channel-width provides for quicker transfer rates and higher speeds, but it does not work as well in congested locations (ie. neighbouring WiFi signals seen in your mobile network setup screen)… so when troubleshooting these type of speaker dropout issues, I would certainly aim for 20Mhz channel-width for your routers 2.4Ghz band and 40Mhz for the 5Ghz band.

      Thanks @Ken_Griffiths - sadly, the Netgear kit I have does not allow you to specifically set the band. You can disable co-existence support (to stop it moving between bands) but the advertised band is still 40Mhz for 2.4Ghz and 80Mhz for 5Ghz. Strangely, I have not had to worry about this up until April. 

      This is all unrelated to the issue in question, but on Netgears you usually configure the maximum speed using a drop-down menu. As well as constraining the protocols used, this also sets the channel width.

        Brad Porter
        Enthusiast II
        June 11, 2022

        This is all unrelated to the issue in question, but on Netgears you usually configure the maximum speed using a drop-down menu. As well as constraining the protocols used, this also sets the channel width.

        I think I bought the low luxury version of Netgear mesh! RBR20. It sadly does not allow that specific of control!

        Ken_Griffiths
        Ken_Griffiths
        June 11, 2022

        This is all unrelated to the issue in question, but on Netgears you usually configure the maximum speed using a drop-down menu. As well as constraining the protocols used, this also sets the channel width.

        I think I bought the low luxury version of Netgear mesh! RBR20. It sadly does not allow that specific of control!

        If using Sonos on a mesh WiFi network, I would certainly take note of the things mentioned in this Staff initiated thread too…

        Sonos on WiFi Mesh

        HTH

          ratty
          ratty
          June 11, 2022

          This is all unrelated to the issue in question, but on Netgears you usually configure the maximum speed using a drop-down menu. As well as constraining the protocols used, this also sets the channel width.

          I think I bought the low luxury version of Netgear mesh! RBR20. It sadly does not allow that specific of control!

          Ah okay. Such meshes often leave little for the user to tweak. It's surprising however that the 2.4GHz insists on using 40MHz width as it's notoriously antisocial. 

            ryan_29
            Enthusiast II
            June 11, 2022

            I’ve been trying out a few things and I think adding the Sonos voice command might be a fix? My setup is Arc/sub/play3s as surrounds. eArc to Sony AF8. Content played mainly ATV/internal apps/Xbox. Ethernet into Arc (but because of this problem I went out and bought a Boost - same problems remain)
            Since installing/updating with the Sonos voice control it seems (for now at least) to be pretty stable. And for the record “Hey Sonos” is actually pretty good too imo. 
            Can others confirm whether Sonos voice control is installed or not (either before Rebooting speakers amd/routers)? And has it made a difference? I’ve been switching between sound formats and input sources, turning tv on and off, streaming music through the app etc and it’s not failed. Yet. 

            Freddy45764
            Enthusiast II
            June 11, 2022

            I’ve been trying out a few things and I think adding the Sonos voice command might be a fix? My setup is Arc/sub/play3s as surrounds. eArc to Sony AF8. Content played mainly ATV/internal apps/Xbox. Ethernet into Arc (but because of this problem I went out and bought a Boost - same problems remain)
            Since installing/updating with the Sonos voice control it seems (for now at least) to be pretty stable. And for the record “Hey Sonos” is actually pretty good too imo. 
            Can others confirm whether Sonos voice control is installed or not (either before Rebooting speakers amd/routers)? And has it made a difference? I’ve been switching between sound formats and input sources, turning tv on and off, streaming music through the app etc and it’s not failed. Yet. 

            Somebody identified this about a week ago and everybody raced out and installed a voice assistant, myself included. It seems to have made a big improvement for some but I don’t think anyone is ready to say it’s a real fix. I didn’t power cycle everything right away and did have a dropout after but have now power cycled and disconnected/reconnected everything a couple days ago. I haven’t really pushed things with much input switching which is my main trigger yet but no dropouts for me since power cycling. 
             

            I’m also enjoying “hey Sonos”. I switch night mode on and off frequently and it’s the quickest easiest way

            LBJ2
            Lyricist III
            June 11, 2022

            To this day, I've never experienced the issue discussed in this thread. I wonder how many more like me since “trouble free” rarely makes it to a forum. Easy to identify with the frustrations and feel sorry for those experiencing random connectivity issues, but I wonder how many are having problems and if Sonos has officially recognized a wide spread connectivity issue? 

            Recently I went through a lengthy and frankly enjoyable process to compare the Sonos 5.1.2 to the Sony HT-A9 4.1.4 in my own listening environment. Which included several shut downs and re-tunes( Trueplay) of my Sonos 5.1.2. During the compare project I spent a lot of time scrutizing both systems to a level of detail I would have never carried out otherwise.

            I never identified one disconnect issue with my Sonos set with all the disconnect/reconnect/re-tune/ speaker placement changes etc. before, during or now after my project. 

            FWIW, I added my setup details to the spreadsheet provided in this thread, but I also noticed not many reported problems at the time I edited that doc. But that could just be that many didn't want to contribute to the doc.

            FWIW, I keep up with all the firmware updates, except the new voice command  since I own the Costco Sonos Arc model. 

            peterbault
            peterbault
            Enthusiast II
            June 11, 2022

            FWIW for those considering the Sony HT-A9, I’ve read on avsforums and other places that it’s pretty notorious for drop outs so just keep that in mind 

              JohnnyDo123
              Lyricist III
              June 11, 2022

              Like @peterbault, I’ve also *fingers crossed* haven’t really had any issues since installing the Sonos Voice Control.  It’s been fairly stable since installing 14.8, to be honest.  I think I had maybe one or two dropouts after 14.8 (and a lot during 14.6), but it’s all been good since.  

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