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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 15, 2022

    going to try TV control off and only using my TV remote to turn on/off the TV and see how it goes

    I only use my TV remote for turning on my TV (Lg CX) and the issue is still present. 

    I knew it was too good to be true

    Brad Porter
    Enthusiast II
    June 15, 2022

    I’m still lurking also waiting for any news/fix for this.. I’ve got as far as a ‘level 3’ engineer with support after emailing the CEO and getting a response from Sonos on twitter, but I’ve been left hanging for about 2 weeks now with absolutely no response.

     

    I guess my question is, has anybody had any kind of conversation with any of the level 3 techs yet about this? From what I can tell, when going the support route, that seems to be the point where the line goes dead.

    Yeah, sadly its 3 weeks tomorrow sitting at L3 with no contact for me. 

      Freddy45764
      Enthusiast II
      June 15, 2022

      going to try TV control off and only using my TV remote to turn on/off the TV and see how it goes

      I only use my TV remote for turning on my TV (Lg CX) and the issue is still present. 

      I knew it was too good to be true

      Another good tip though. The lag on HDMI volume control has bothered me. IR feels better.

        Brad Porter
        Enthusiast II
        June 15, 2022

        going to try TV control off and only using my TV remote to turn on/off the TV and see how it goes

        I only use my TV remote for turning on my TV (Lg CX) and the issue is still present. 

        I knew it was too good to be true

        Another good tip though. The lag on HDMI volume control has bothered me. IR feels better.

        Agreed, always had that lag for some reason. Much happier on IR.

          GenericListener
          Lyricist III
          June 15, 2022

          Appreciate this has more than likely been tried and discussed, but I gave my Arc, Sub and surrounds static IPs and haven’t had the issue since. However, I’d often go a while without experiencing it before then it would happen frequently, so it may just be serendipity. 

          beefybanana
          Trending Lyricist I
          June 15, 2022

          I’m still lurking also waiting for any news/fix for this.. I’ve got as far as a ‘level 3’ engineer with support after emailing the CEO and getting a response from Sonos on twitter, but I’ve been left hanging for about 2 weeks now with absolutely no response.

           

          I guess my question is, has anybody had any kind of conversation with any of the level 3 techs yet about this? From what I can tell, when going the support route, that seems to be the point where the line goes dead.

          Yeah, sadly its 3 weeks tomorrow sitting at L3 with no contact for me. 

          It’s not looking good on that front. I’ve sent 3 emails since I was referred over to them with no reply. I can’t think of a reason why they would just flat out ignore everyone unless they’ve been specifically briefed to do so.

          Could it be they are worried about someone admitting liability during the troubleshooting process? It’s just gonna be a case of sitting tight and hopefully at some point an update will drop that fixes the issue.

            beefybanana
            Trending Lyricist I
            June 15, 2022

            Appreciate this has more than likely been tried and discussed, but I gave my Arc, Sub and surrounds static IPs and haven’t had the issue since. However, I’d often go a while without experiencing it before then it would happen frequently, so it may just be serendipity. 

            I’ve had all my Sonos stuff on reserved IP’s for as long as I can remember. Was rock solid until 14.6 dropped and I’ve been suffering the same issues as everyone else since.

            SVC seems to have lessened the issue, and I don’t think I’ve had any problems on non-Atmos audio since then, but I’m still seeing the issue at random points on content with an Atmos track.

              peterbault
              peterbault
              Enthusiast II
              June 15, 2022

              just experienced the issue after turning off TV control on Apple TV and only turning the tv on with the tv remote 

                Sensible_player
                Lyricist II
                June 15, 2022

                Well, the one positive thing about this whole situation is that it allowed me to re-discover how good the Sonos Arc can sound on it's own. But I still miss my surround speakers, especially on videogames :( 

                Missionsparta
                Enthusiast II
                June 16, 2022

                Well, the one positive thing about this whole situation is that it allowed me to re-discover how good the Sonos Arc can sound on it's own. But I still miss my surround speakers, especially on videogames :( 

                Yeah, unfortunately I paid for a sub I'd like to work whenever I feel like it.

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