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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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    peterbault
    peterbault
    Enthusiast II
    June 11, 2022

    Part of the update process is the speakers rebooting, which causes them to ask for new IP addresses from your router. If the router is in a “bad state” and handing out duplicate IP addresses, then your speakers will be compromised due to that. That’s just one scenario. There’s also outside influences that affect wifi, as suggested in the wifi interference FAQ. 

    There’s no “it’s just one thing” fix to some of these issues, from what I can tell. There’s a wide variety of reasons why a particular symptom may be displayed. Sure, it’s easy to blame a software release, but if Sonos has, as they have, that they’re unable to duplicate that issue, it’s up to us, as users to give them examples, by submitting diagnostics and telling them about them.

    As some may not know, just submitting a diagnostic does no good, it’s explained in Diagnostics - How do they work? thread that you must tell Sonos the number of the diagnostic, and why you’ve submitted it, so they know both to look, and what to look for. Many people in this thread have done that already, I honestly don’t know if everyone has or not.

    But if there’s a real issue here, I’d have thought that the Sonos team could have recreated it based on the information they’ve been handed. The fact that they haven’t is somewhat telling, although it’s certainly possible they just don’t have enough information yet. I don’t know, one way or another, but can certainly express that this issue has not appeared on either of my Arcs, both of which have Subs and Surround speakers set up. 

    I would be curious to know what your equipment is in each Arc group and whether you have Voice Control enabled. Info from people NOT having this issue is as helpful as those who do. If you haven’t already, please consider filling out the spreadsheet with your system info.

    https://docs.google.com/spreadsheets/d/1Q6Iq2xXXZ--RmnsGnbZhujxJj1BcwJlvqSzj5iZXz2U/edit?usp=sharing

    With most of the normal Sonos issues calling in and going through their troubleshooting usually fixes it long term.  I don’t think that’s happening with this issue.  As far as I know even those who have made it to Level 3 Engineering are still stuck in the process waiting for a resolution.  I certainly don’t envy Sonos trying to troubleshoot a problem that they can’t reproduce.  Those are always the worst.

    I finally got around to adding my 2 systems to the doc. thanks for setting this up. 

    I still haven’t had any issues since setting up Sonos voice control on my living room system

    Brad Porter
    Enthusiast II
    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.  

    @JohnnyDo123 - did you install SVC on all your speakers?

    Brad Porter
    Enthusiast II
    June 11, 2022

    @peterbault - you have two setups with different TVs, one that works and one that does not.

    Out of interest, what version of HDMI do you have on each TV? Are the both HDMI2.1, or does one have HDMI2.0b or something?

    ryan_29
    Enthusiast II
    June 11, 2022

    After installing the Sonos voice command I’ve been messing around all afternoon switching between source inputs (built in tv apps, Apple TV and Nintendo Switch) and various audio formats within each input. All seemed pretty steady. Happily switching back and forth.  Until just now. I went from internal tv app (all working fine) to ATV.  I switched between a 5.1 pcm multichannel source to Armos and it lost the surrounds. Gutted. Removed and setup the surrounds and alls working again

    Back to the drawing board :(

    peterbault
    peterbault
    Enthusiast II
    June 11, 2022

    @peterbault - you have two setups with different TVs, one that works and one that does not.

    Out of interest, what version of HDMI do you have on each TV? Are the both HDMI2.1, or does one have HDMI2.0b or something?

    The LG CX system is HDMI 2.1. Never had the issue in this one

     

    the Sony A9g is NOT HDMI 2.1  this is the one where I’ve had the issue 

     

     

    Brad Porter
    Enthusiast II
    June 11, 2022

    After installing the Sonos voice command I’ve been messing around all afternoon switching between source inputs (built in tv apps, Apple TV and Nintendo Switch) and various audio formats within each input. All seemed pretty steady. Happily switching back and forth.  Until just now. I went from internal tv app (all working fine) to ATV.  I switched between a 5.1 pcm multichannel source to Armos and it lost the surrounds. Gutted. Removed and setup the surrounds and alls working again

    Back to the drawing board :(

    @ryan_29 - is this your TV?

    https://www.flatpanelshd.com/sony_a8_oled_2020.php

    Brad Porter
    Enthusiast II
    June 11, 2022

    The LG CX system is HDMI 2.1. Never had the issue in this one

    the Sony A9g is NOT HDMI 2.1  this is the one where I’ve had the issue 

    Yes, I just checked your specs online for a deeper view. Your affected TV uses HDMI2.0b.  Mine also uses HDMI2.0b. I also think Ryan is using HDMI2.0b. 

    I wonder if there is something in all this HDMI spec stuff - I'll need to work through that spreadsheet.

    peterbault
    peterbault
    Enthusiast II
    June 11, 2022

    The LG CX system is HDMI 2.1. Never had the issue in this one

    the Sony A9g is NOT HDMI 2.1  this is the one where I’ve had the issue 

    Yes, I just checked your specs online for a deeper view. Your affected TV uses HDMI2.0b.  Mine also uses HDMI2.0b. I also think Ryan is using HDMI2.0b. 

    I wonder if there is something in all this HDMI spec stuff - I'll need to work through that spreadsheet.

    I definitely remember people here having the issue with HDMI 2.1 tvs though. (LG CX, C1, etc)

    ryan_29
    Enthusiast II
    June 11, 2022

    The LG CX system is HDMI 2.1. Never had the issue in this one

    the Sony A9g is NOT HDMI 2.1  this is the one where I’ve had the issue 

    Yes, I just checked your specs online for a deeper view. Your affected TV uses HDMI2.0b.  Mine also uses HDMI2.0b. I also think Ryan is using HDMI2.0b. 

    I wonder if there is something in all this HDMI spec stuff - I'll need to work through that spreadsheet.

    Yes that’s the tv I’ve got. Sony A8/AH8

    Brad Porter
    Enthusiast II
    June 11, 2022

    I think you are right - just checked ban25 and this is the spec write-up. 

    The Sony Bravia X900H series fits the bill, often emerging as one of the best TV for PS5 and Xbox Series X console gaming, if not the best. This TV has 120Hz refresh rate at 4K resolution on an LED panel, supports HDR/HDR10/HLG, and has 4x HDMI ports with port 3 and port 4 supporting HDMI 2.1.

    Back to the drawing board we go…...

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