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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R

RBSnake

Lyricist III

Everybody here has a different setup, varying TVs, Arcs or Beams, Gen 2 or 3 subs, various models of surround speakers and a vastly wide array of network setups.

The one thing everyone has in common with this issue is that it started with the 14.6 update. I really commend everybody here for their investigation into network and interference issues, however I really don’t think it’s the problem, if it is the problem, why is my network dropping out when I change input? Or when I pause and unpause a movie? This is when the issue occurs for me.

I don't disagree. However, I think everyone is thinking of a network problem as something inherently wrong is their home network setup - which is unlikely due to the problem occurring for many around a time in April.

However, there is the HT Ad-Hoc Network which we need to consider which is setup by the ARC. It is possible that a trigger occurs which disrupts this ad-hoc channel in some way- which is not network problem in our home setup but something within the Sonos eco-system.

As mentioned in my long (and boring) post above, we still don't understand the trigger. Which is the proverbial needle in the haystack in all this!

Right. That’s makes a lot of sense since the speakers stay connected in the App (which is on the home network). You are still able to control the volume/mute buttons on the speakers even though they may have dropped out of this AD-Hoc network created by the Arc for the Audio channels? I find it amazing that Sonos haven’t investigated this for themselves and been able to reproduce this issue. I wonder if there is a certain revision or serial number range that is effected by the 14.6 firmware.

B

Brad Porter

Enthusiast II

This is while playing an Atmos movie:Mode: INFRA (station)Operating on channel 2462Home channel is 2462HT Channel is 5200RF Chains: RX:4 TX:4RF Chainmask: RX:0x0FTX:0x0FMax Spatial Streams: RX:4 TX:4

Thanks @arcosin - I updated my original instructions a bit as I go them a little wrong. (Apologies). You need to compare the value of the ARC to the value in a sub or rear as per newly updated instructions. I hope that makes sense!

However, the essence is that we want to assess (in your case) two things.

Does this channel ever change or is it constantly using the same frequency?
If your channel does change, post what channel it change to, and do you have a drop out or does your system keep working?

B

Brad Porter

Enthusiast II

Right. That’s makes a lot of sense since the speakers stay connected in the App (which is on the home network). You are still able to control the volume/mute buttons on the speakers even though they may have dropped out of this AD-Hoc network created by the Arc for the Audio channels? I find it amazing that Sonos haven’t investigated this for themselves and been able to reproduce this issue. I wonder if there is a certain revision or serial number range that is effected by the 14.6 firmware.

Correct - something that Peter and I stumbled across last night. (Well, during his day for him as I am in the UK!). This is why we can see and control the ARC (SonosNet/Wi-Fi), but a possible reason why the surrounds/subs ( Ad-Hoc 5Ghz network) are not working.

If we can understand whether a move in this channel always correlates to a sound drop then we are one small step forward. If not, then we know we have (at least) another problem!

B

Brad Porter

Enthusiast II

I wonder if there is a certain revision or serial number range that is effected by the 14.6 firmware.

And yes, I have had in the back of my mind whether this could be a factor. Some software components or even hardware components in this systems can change mid production. So this is a possible cause - but lets hope it is not the cause. As convincing a vendor that this is the case and asking for replacements is not going to be easy. However, I will say that one person was sent a new ARC as a replacement and still had the issue. So who knows?!

B

Brad Porter

Enthusiast II

In terms of the packet drop scenario, here is a screenshot below (of the ARC metrics) after a reboot this morning and leaving a movie running in the background.

Although I am not sure what device br0 is, its the one with the most TX/RX during playing the movie and constantly incremented - which you would expect and means it the most likely communicator during HT operation.

Strangely, the TX (transmit) looks to have no drops in the 1.1GB of data that was sent. However, the RX (receive) has 29% packet drop but only 44MB of data sent.

Again, I don't know if this is normal or what the RX is used for - presumably some heartbeat or sync comms between the units? But this is what I am seeing - whether its is part of this issue or not I do not know.

K

kuwarrulz_11

Enthusiast II

just had it happen again. I’m convinced this is not network related

I have tried hard coding WiFi channel to use a specific channel for 2.4 and 5Ghz in the past but it didn’t help. This is definitely software related, I see all grays in network matrix even when the system works fine.

K

kuwarrulz_11

Enthusiast II

In terms of the packet drop scenario, here is a screenshot below (of the ARC metrics) after a reboot this morning and leaving a movie running in the background.

Although I am not sure what device br0 is, its the one with the most TX/RX during playing the movie and constantly incremented - which you would expect and means it the most likely communicator during HT operation.

Strangely, the TX (transmit) looks to have no drops in the 1.1GB of data that was sent. However, the RX (receive) has 29% packet drop but only 44MB of data sent.

Again, I don't know if this is normal or what the RX is used for - presumably some heartbeat or sync comms between the units? But this is what I am seeing - whether its is part of this issue or not I do not know.

Bit if background regarding TX and Rx — Tx is transmission, Rx is receiving (coming from Cisco networking 😊). Both parameters apply to interface, I suppose br0 is one of the interfaces that is talking to other satellites. So effectively, transmitting and receiving data. Now since we are analysing data from Arc, I would assume that packets received by arc are getting dropped. Not sure what threshold is there, but usually once a threshold is met (in terms of errors), Audio drops are seen. My experience is that the dropped packets increase rapidly when changing formats.

M

Missionsparta

Enthusiast II

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.

M

Missionsparta

Enthusiast II

In terms of the packet drop scenario, here is a screenshot below (of the ARC metrics) after a reboot this morning and leaving a movie running in the background.

Although I am not sure what device br0 is, its the one with the most TX/RX during playing the movie and constantly incremented - which you would expect and means it the most likely communicator during HT operation.

Strangely, the TX (transmit) looks to have no drops in the 1.1GB of data that was sent. However, the RX (receive) has 29% packet drop but only 44MB of data sent.

Again, I don't know if this is normal or what the RX is used for - presumably some heartbeat or sync comms between the units? But this is what I am seeing - whether its is part of this issue or not I do not know.

👆👆👆@Sonos, hire this guy or at least give him a cruise 👆👆👆

ratty

Couple of observations:

Packet errors/loss occurs routinely at lower network layers. It’s when it becomes elevated -- as a percentage -- that dropouts start to occur, since the higher layers are unable to recover the situation. Sonos can see -- and would have seen -- this info in the full diagnostics which have been submitted, so I’m sure they’d have raised the issue if appropriate. Trying to guess from the sparse data remaining in /support/review is I’m afraid a bit unwise.
The HT master’s 5GHz is frequency agile. It’s designed to change channel mid-stream, to avoid interference/congestion. It can do this extremely quickly, as it’s actively managing the satellites. It also uses the DFS channels by design.

Something to test:

When the satellites’ audio drops, walk over and press/touch the volume controls on one of them. If the volume on the Arc changes then the satellites still have a solid network connection.

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