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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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    Brad Porter
    Enthusiast II
    June 12, 2022

    Hi @Brad Porter,

     I’m absolute open to your troubleshooting line and I think it makes reasonable sense. When I’ve been saying not network related or interference related I’ve meant my network. I think the error is home theatre triggered, not network triggered but there might be lots to learn in monitoring dropped packets and channels. I also like the cumulative aspect of the dropped packets. I was always thinking this might be related to high bit rate streams like multichannel pcm but was thinking in terms an error at a peak in bit rate. This would explain why Apple TV’s and other Dolby may devices seem so over represented (but not necessary). But a cumulative thing seems to fit even better. Would you be so kind as to review my post from last night because I think I did what you suggested (started monitoring dropped packets and channels prior to and immediately after a dropout). Although I did have some dropped packets in the location you’ve referenced, it was not runaway and only on the Arc, not on the satellites. And the channels in question did not seem to change due to the dropout. Hoping I’ve not done your procedure correctly and open to coaching to try again 👍

    Understood @Freddy45764. Will read and come back - been all over the joint the side with running the kids around! 😜

      Brad Porter
      Enthusiast II
      June 12, 2022

      I’ve now caught up with this thread and see that the testing here is continuing to try to see what happens to the HT surrounds ad-hoc WiFi frequency/channel when the TV audio does ‘randomly dropout.

      I was mostly curious to see if the issue occurs when the surrounds are always on the same channel for each ‘individual’ user, so (just as an example) if the surrounds regularly dropout for (say) ‘Peter’ when the HT setup is using frequency 5200 (5Ghz channel 40), then it might be the case that something nearby is interfering with that one frequency, causing packet loss and communication issues between the Master HT device and it’s surrounds .. it’s something that’s probably quite difficult to reproduce in any research-lab, particularly as each Home environment is different and somewhat unique. Anyhow perhaps let’s see if the regular monitoring of the channel may reveal something useful here.

      For me, I have seen channel changes 5200, 5220 - but I  noticed the issue was went into the DFS range. 

      I am hoping the next time this happens we can look at the stats and see if we can see anything. 

        Brad Porter
        Enthusiast II
        June 12, 2022

        So initial test is that everything is working as should be after having to removed/add surrounds yesterday. Volume can be controlled with surrounds as expected. I’m just flicking between source inputs (especially ATV) and sound formats to try and trigger the fault… FWIW I have tried adjusting the sound with surrounds during the fault previously and it didn’t work. That said it’s best to confirm a live check. 

        If we can prove that is the case, then we really do seem to have a total loss of connectivity.  But as you say, lets see and fully confirm. 

        ryan_29
        Enthusiast II
        June 12, 2022

        Ok so after todays messing around I’ve lost connection with the surrounds. The surrounds DO still control the volume though.
        Today It happened using ATV. I’d been playing various sound formats and it lost connection with the surrounds and sub when going to an Atmos movie (but not for the first time). Today I’d also truplayed the system. Arc connected with Ethernet. I’m gonna remove/add the surrounds and leave the truplay alone. It lost connection within an hour but with about 15 different sound format changes. 

        Brad Porter
        Enthusiast II
        June 12, 2022

        Ok so after todays messing around I’ve lost connection with the surrounds. The surrounds DO still control the volume though.
         

        So my question is, why would we lose sound to the rears and subs, but still be connected enough to control the sound? I am not sure what the answer is, buts its pretty obscure. 

        Also, did you manage to check your frequency it was operating on before and after?

        ratty
        ratty
        June 12, 2022

        Ok so after todays messing around I’ve lost connection with the surrounds. The surrounds DO still control the volume though.
         

        So my question is, why would we lose sound to the rears and subs, but still be connected enough to control the sound? I am not sure what the answer is, buts its pretty obscure. 

        Simple. The network connection carries multiple types of traffic, between different software modules. Control commands are evidently making it okay, but it seems that something is stopping the streams, possibly at their source in the Arc.

          Brad Porter
          Enthusiast II
          June 12, 2022

          Simple. The network connection carries multiple types of traffic, between different software modules. Control commands are evidently making it okay, but it seems that something is stopping the streams, possibly at their source in the Arc.

          Thanks Ratty. This does not sound like a problem we can fix on our own!

            Ken_Griffiths
            Ken_Griffiths
            June 12, 2022

            Simple. The network connection carries multiple types of traffic, between different software modules. Control commands are evidently making it okay, but it seems that something is stopping the streams, possibly at their source in the Arc.

            Thanks Ratty. This does not sound like a problem we can fix on our own!

            If the drop in wireless connection to the surrounds is ‘brief’, perhaps at the point when a channel-change occurs, then maybe it’s a case the rear channel audio is stopping/breaking and having some difficulty resuming, but control communication for volume change etc. continues to work without such difficulty.

            However that still then begs the question as to why the majority of users are not seeing the same issue? So it’s still quite a puzzle to try to figure out what the issue might be.

            I’m also wondering why a change of wireless/frequency channel takes place during audio playback, that’s if that IS what is happening and if the channel is changing because some packet-loss, or other, threshold has been reached?

            thejose
            Lyricist III
            June 12, 2022

            Hi everyone.

            Yup, just found this thread! I’ve been going mad with my Sub and Surrounds “ghosting” after I launch the Apple TV app!

            Like everyone on here, I’ve tried everything from power cycling my Arc/Sub/Surrounds as well as my eero pro router. 

            Definitely not my router. (not network related)

             

            I’ve managed to figure out what “action” causes my Sub and Surrounds to “disconnect”. 

             

            For me, it’s every time I launch the Apple TV app. (100%)

             

            I’m not sure if this is a SONOS issue, or a tvOS issue. For now at least I can add them back successfully. Just annoying when I notice them getting disconnected. Hopefully either side is aware, and a fix is on the way!

             

            Sonos Arc, 2nd Gen Sub, 2 Play:1s, LG C1 2020 65”, Eero Pro router

             

            For anyone with the same set up as me above:

            The eeroOS 6.10.2 update, released last night, seems to have fixed the issue for me. I’ve been switching apps and watching shows on Apple TV all day, pretty solid.

              peterbault
              peterbault
              Enthusiast II
              June 12, 2022

              I had a hunch last night that maybe my network switches in my environment could be exacerbating the issue so I completely changed my set up to remove them. Nevertheless I just experienced the drop out again just now so that’s moot point

              im so tired of testing and debugging this. I’m just going to stick with my workarounds for now and keep an eye on firmware updates. I appreciate everyone’s help in this thread but I have to dip out of here for my own sanity. 

              i hope Sonos can figure this out 

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