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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M

Missionsparta

Enthusiast II

I'm following along with you guys.....I have no idea WTF you are talking about, but you have my full support! GO GENTLEMEN!

K

kuwarrulz_11

Enthusiast II

Achieved 40471 drops and system is constantly dropping, every 5 minutes or so. I suppose there is a threshold value capped to the number of errors an interface can handle following which it drops connections to not cause further damage to the equipment(theory). I suppose Sonos engineering needs to focus on why these packets are dropping across all affected customers. I can certainly tell that the counter resets to 0 following a reboot which explains why a reboot resolves the problem temporarily.

peterbault

Enthusiast II

@Brad Porter do you have any network switches in your network?

K

kuwarrulz_11

Enthusiast II

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 …

@willhowe any updates from this person? Do you mind tagging along the link here?

F

Freddy45764

Enthusiast II

Achieved 40471 drops and system is constantly dropping, every 5 minutes or so. I suppose there is a threshold value capped to the number of errors an interface can handle following which it drops connections to not cause further damage to the equipment(theory). I suppose Sonos engineering needs to focus on why these packets are dropping across all affected customers. I can certainly tell that the counter resets to 0 following a reboot which explains why a reboot resolves the problem temporarily.

I really like this idea and line of troubleshooting. I’ve started watching for dropped packets while I’m watching content or doing other things (switching inputs, connecting devices, etc.). I will certainly share if I see any patterns emerge.

F

Freddy45764

Enthusiast II

Achieved 40471 drops and system is constantly dropping, every 5 minutes or so. I suppose there is a threshold value capped to the number of errors an interface can handle following which it drops connections to not cause further damage to the equipment(theory). I suppose Sonos engineering needs to focus on why these packets are dropping across all affected customers. I can certainly tell that the counter resets to 0 following a reboot which explains why a reboot resolves the problem temporarily.

I really like this idea and line of troubleshooting. I’ve started watching for dropped packets while I’m watching content or doing other things (switching inputs, connecting devices, etc.). I will certainly share if I see any patterns emerge.

Edit: so far just a slow accumulation of dropped packets on the arc, nothing on the satellites

B

bschwartz

Contributor I

Certainly not as technical as the other updates that have been recently posted but I wanted to give an update on my basic testing. As mentioned in a post a few pages back, I had turned of eARC on my system and it was actually quite stable just using ARC. I would only drop the surrounds and subs when using the Xbox. I tried turning eARC back on yesterday and had a drop with just the TV cable box signal within five minutes of just changing the channels around.

Today I got a chance to mess around with the TV some more and tried enabling the Sonos Voice Control on the Arc only. Son of a b&tch if the thing hasn’t been rock solid for the past six hours. I re-enabled eARC and have played music from the app, watched tv from the cable box, played videos on Apple TV that were Atmos and 5.1 and even had the Xbox One work. I’m not ready to declare victory yet but this is by far the most stable my system has been since 14.6 came out. Not a single dropout. I have an LG C1 tv, Nest Mesh wifi and the AT&T wifi box as well which is needed for our upstairs tv that has a wifi box. My sub is a Gen 2 and I use two Play 1s for surrounds. I had tried almost every other fix listed in this thread over the past month or so with so sustainable luck but for some reason the enabling of Sonos Voice Control has brought the most success so far. We’ll see if it holds up but I’m swapping things around like mad that have caused it to break consistently in the past and it’s still hanging in there. I know this is not much comfort to those with the Arc SL and to those who have tried this and didn’t have the same kind of luck. Believe me, I know how you’re feeling. Hoping this holds out and I’m hoping that it may give some insight to the developers that some people are having luck with this simple fix. We shouldn’t HAVE to enable voice control to get our systems to work but, for me, it seems to be a fix that worked.

F

Freddy45764

Enthusiast II

Update on dropped packets, channels, and voice assistant:

I started watching for dropped packets while my kids were watching 5.1 content on Disney plus on Apple TV.

-no dropped packets for half an hour of watching

-without interrupting content playing, I plugged in and powered on my second Apple TV in the background without switching inputs to it. I’ve mainly experienced dropouts when a second source is connected. With just my main Apple TV, I don’t get dropouts.

-experienced 4 dropped packets (on Arc only, none on HT satellites) during power on. Then nothing for a bit. Experienced 16 dropped packets approximately coinciding with second Apple TV going to sleep

-powered on second Apple TV again and let it go to sleep on its own. No additional dropped packets.

-bounced around content and eventually Netflix Auto play trailers and caused a dropout. No additional packets dropped.

I had enabled Sonos voice assistant last week and finally got around to doing a full power cycle of all devices 2 or 3 days ago. This was my first dropout since.

I started at 1034 dropped packets on Arc, 0 on HT satellites. I ended at 1058 dropped packets on Arc, 0 on satellites.

Arc started and ended on “operating on channel 2437”. No change before and after dropout. HT Satellites started and ended on “operating on channel 5240”. No change before and after dropout.

I don’t feel I can add much weight to any of the recent theories unfortunately - voice assistant, dropped packets, or operating on channel.

The one constant for me that has been reinforced again is I don’t get dropouts with only one source connected. Shortly after connecting a second source, I’m likely to get a dropout.