Contributor I

Lost surround and sub ( after update ?)

Forum|Forum|4 years ago
April 23, 2022
1604 replies
81296 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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J

Jose Luis

Lyricist I

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, I need help now from sonos

peterbault

Enthusiast II

I think you’ve done what you need to, at this point. What I would thing would help (or hearing about) is more people submitting their own diagnostics to Sonos, like you and @Flo14000 seem to have done.

Right now, they’re claiming it’s not an issue in their software. They may be right, they could be wrong, I don’t know, but the more people who supply hard data, beyond the “me too” posts, will certainly help if it is indeed a Sonos issue. Bug reproduction in software is often a very difficult thing, and more so if the issue is in transmission across wifi, for instance. The more hard data provided, the better the chances of figuring out if this is indeed a software issue. Right now, Sonos is pointing at potential issues elsewhere.

In the past, when there has indeed been a software issue, they’ve owned up pretty quickly, and it took several weeks for them to get the bug ironed out, tested, and rolled out.

Yelling at them in the forums, which is not what you’ve done, but others seem to be, is unlikely to help. Providing them hard data to prove the point, one way or the other, will always be a better path. And either support your contention, or allow them to point at other possibilities.

Just as a note, that last time it was a serious bug in their software, there were thousands of posts in 24 hours. This current issue appears to be affecting fewer people, although there has been evidence of posts in other areas that would likely be less helpful to Sonos.

thanks this is a good post. I’m a software developer myself so I empathize with both perspectives. at this point I’m just going to keep an eye on this thread and post diagnostics here directly as the issue happens to me

Flo14000

Lyricist III

Ok Peterbault, Same for me !

R

RC_RI

Lyricist I

I just spoke with Sonos support. They admitted that there was an issue with the 14.6 update and that the developers are working on it. Asked for that to be better communicated to the user base. Also awaiting a callback from a manager to drive this point home...

S

sparkymark75

Enthusiast I

I think you’ve done what you need to, at this point. What I would thing would help (or hearing about) is more people submitting their own diagnostics to Sonos, like you and @Flo14000 seem to have done.

Right now, they’re claiming it’s not an issue in their software. They may be right, they could be wrong, I don’t know, but the more people who supply hard data, beyond the “me too” posts, will certainly help if it is indeed a Sonos issue. Bug reproduction in software is often a very difficult thing, and more so if the issue is in transmission across wifi, for instance. The more hard data provided, the better the chances of figuring out if this is indeed a software issue. Right now, Sonos is pointing at potential issues elsewhere.

In the past, when there has indeed been a software issue, they’ve owned up pretty quickly, and it took several weeks for them to get the bug ironed out, tested, and rolled out.

Yelling at them in the forums, which is not what you’ve done, but others seem to be, is unlikely to help. Providing them hard data to prove the point, one way or the other, will always be a better path. And either support your contention, or allow them to point at other possibilities.

Just as a note, that last time it was a serious bug in their software, there were thousands of posts in 24 hours. This current issue appears to be affecting fewer people, although there has been evidence of posts in other areas that would likely be less helpful to Sonos.

thanks this is a good post. I’m a software developer myself so I empathize with both perspectives. at this point I’m just going to keep an eye on this thread and post diagnostics here directly as the issue happens to me

Likewise, so I understand how frustrating it can be to pinpoint software issues. However I also know my own environment so know nothing has changed. I have a pfsense router with Ubiquiti Access Points. The Sonos equipment all have static IP addresses. I have also submitted a diagnostic a couple of days ago.

When I spoke to technical support today, he didn’t even seem to know how networks worked! I’m now at the stage of just waiting until they admit it’s an issue at their end and a fix. Once that happens, I’ll turn of automatic updates.

K

krisiasty

Lyricist I

Right now, they’re claiming it’s not an issue in their software. They may be right, they could be wrong, I don’t know, but the more people who supply hard data, beyond the “me too” posts, will certainly help if it is indeed a Sonos issue. Bug reproduction in software is often a very difficult thing, and more so if the issue is in transmission across wifi, for instance. The more hard data provided, the better the chances of figuring out if this is indeed a software issue. Right now, Sonos is pointing at potential issues elsewhere.

If only they would have rollback functionality, people could try to verify and confirm the issue quickly just by getting back to the previous version… They are in the business for many years now and still haven’t learn this yet… :(

X

xruthless

Lyricist II

I dont have network issues and notice that I my sub is gone from time to time. I am also on version 14.6. Can put my hand to the speakers and do not feel the vibrations. It still shows in the app and when I switch it off in the app I get bass back from my sonos arc. Did a factory reset on all my speakers but the issue seems to be still there. Not the first issues I have and generally not very happy with the system.

S

scotsman1000

Trending Lyricist I

Is this the same problem that causes the loud ‘Popping’ noise and loss of sound when playing Dolby atmos sound with an Apple TV on my Arc+Sub?

A

arcosin

Enthusiast II

working directly with sonos support and submitting a diagnostic just results in them asking me to power cycle everything which of course fixes it temporarily but it just eventually comes back.

what else am I supposed to do?

I really hope the team will reconsider their statement. At first the said there was a problem and then they changed their mind. There is definitely something wrong here and it’s just unprofessional to put that on the users. It’s a shame because before the update, everything worked just perfectly for so long.

W

willhowe

Enthusiast I

Update: I can replicate the issue when it resolves by going to AppleTV and clicking Settings > Audio Output > And selecting 'TV' (the name of th Sonos Arc speaker + 2x rear speakers grouping) instead of 'TV Speakers' (the default TV output, which is in-turn the same grouping). For some reason the audio is fine when AppleTV defaults to the 'TV Speakers' (its playing through the Sonos surround grouping, the arc and the two rears) but if you specify the 'TV' Sonos speaker in the output it turns the surrounds off or sets them to echo/fart. I then have to power cycle to get things working again.

Q: What are people’s audio output options on their AppleTV’s? Does changing this also replicate the failing audio issue?

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