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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

    Show previous replies
    Brad Porter
    Enthusiast II
    June 16, 2022

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

    I spoke with L3 yesterday and for the first time in 7+ weeks I’m optimistic this will be resolved.  I cannot say much but just wanted give hope to this community.  Its moving in the right direction in large part because of this tread and the work that’s gone on in here.  Thanks all!

    Out of interest @Frank Smith - why can't you say much?

      Brad Porter
      Enthusiast II
      June 16, 2022

      I don’t need any of that just a fix is fine

      Well, I would like some technical explanation as well so can understand what was causing it and many people could not isolate. It's kind of become my nemesis, and I like to know what has defeated me.

        PeterYo
        Lyricist III
        June 16, 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. 

        I spoke with L3 yesterday and for the first time in 7+ weeks I’m optimistic this will be resolved.  I cannot say much but just wanted give hope to this community.  Its moving in the right direction in large part because of this tread and the work that’s gone on in here.  Thanks all!

        Really appreciate you letting us know. If this does get resolved, a few things still needs to be done.

         

        A) Everyone in this thread should be getting something from Sonos. $50 credit, year of Sonos music, etc...but something

        B) Most of us are due an apology. I was essentially told I didn't under stand what bass was and how a subwoofer should sound by the last tech I talked to and was treated like a child even when I explained I fully understood what I should be hearing and how to tell if the sub was firing. While explaining that this happened after 14.6, but being told it was a network problem no matter how much you pointed to the problem occurring if you used an ethernet. Many of us were treated like simpletons.

        C) I'd like to thank everyone on here that was going through extensive testing of things beyond my understanding with things such as the network diagnostics. I'm sure without that information disproving the myth that it was our networks, nothing would have forced Sonos hand.

         

        So this is to crossing g our fingers and praying this really is going to be resolved.....let's wait for an update a BIG apology.

        I don’t need any of that just a fix is fine

        Same, I appreciate that software is tricky, I just hope the lessen that they take away is to at least communicate better.

         

        Actually I’d take being put on a priority list to preorder the mythical Sonos headphones haha

        Missionsparta
        Enthusiast II
        June 16, 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. 

        I spoke with L3 yesterday and for the first time in 7+ weeks I’m optimistic this will be resolved.  I cannot say much but just wanted give hope to this community.  Its moving in the right direction in large part because of this tread and the work that’s gone on in here.  Thanks all!

        Really appreciate you letting us know. If this does get resolved, a few things still needs to be done.

         

        A) Everyone in this thread should be getting something from Sonos. $50 credit, year of Sonos music, etc...but something

        B) Most of us are due an apology. I was essentially told I didn't under stand what bass was and how a subwoofer should sound by the last tech I talked to and was treated like a child even when I explained I fully understood what I should be hearing and how to tell if the sub was firing. While explaining that this happened after 14.6, but being told it was a network problem no matter how much you pointed to the problem occurring if you used an ethernet. Many of us were treated like simpletons.

        C) I'd like to thank everyone on here that was going through extensive testing of things beyond my understanding with things such as the network diagnostics. I'm sure without that information disproving the myth that it was our networks, nothing would have forced Sonos hand.

         

        So this is to crossing g our fingers and praying this really is going to be resolved.....let's wait for an update a BIG apology.

        I don’t need any of that just a fix is fine

        Same, I appreciate that software is tricky, I just hope the lessen that they take away is to at least communicate better.

         

        Actually I’d take being put on a priority list to preorder the mythical Sonos headphones haha

        I'd take it

        Stanley_4
        Stanley_4
        Grand Maestro
        June 17, 2022

        Can I get the spouse put on the list for the (never going to happen) CR-100 v2?

        She is still mad hers are gone.  :-(

        kuwarrulz_11
        Enthusiast II
        June 17, 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.

        Any ETA they provided? Been doing this forever now

        beefybanana
        Trending Lyricist I
        June 17, 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.

        Any ETA they provided? Been doing this forever now

        I’ve not had anything like that I’m afraid, not even an acknowledgement of the issue. They referred me to L3, and then nothing, nearly 3 weeks ago now.. It seems I’m not the only one as well.

          Brad Porter
          Enthusiast II
          June 17, 2022

          For clarity, my system is: Boost, ARC, 1 x Sub Gen2, 1 x Sub Gen3, 2 x One SL’s and 2 x Fives. Orbi RBR20 Mesh. AppleTV 4K 1st Gen. Sonos has been Try-Play setup and run the ‘Connect TV’ setup. (NOTE: Voice Control has NOT been setup). 

          Since before getting (more) stable, this is what I have done - which is a lot but going to list them out. 

          1. Full factory reset of EVERY Sonos device to 14.8.1. (I have never done this with 14.8.1, only 14.6 so thought this would be worth a try). 
          2. Removal of one of my ORBI Satellites. (I had 1 x Router and 2x Satellites, went to 1 x Router and 1 x Satellite).
          3. Fixed IP address on every Sonos Component, and also the NetGear ORBI devices.
          4. Replacement of a NETGEAR switch to a TP-LINK switch in my office. 
          5. Moved my Sub which was very close to the ARC (around 1 foot to the left) to further away.

          I am not saying the issue is gone, but its the most stable its ever been.

           

          Well, several more days have passed and I am still unable to get the surrounds and subs to drop.

          I really don't know what I did to make this increasingly more stable, but its the longest it's ever gone without an issue since April. Feels like I got lucky (for now) with a combination of things which has placed it into a more stable position. But what that is I just do not know, and I am petrified to actually touch anything.

            Missionsparta
            Enthusiast II
            June 17, 2022

            For clarity, my system is: Boost, ARC, 1 x Sub Gen2, 1 x Sub Gen3, 2 x One SL’s and 2 x Fives. Orbi RBR20 Mesh. AppleTV 4K 1st Gen. Sonos has been Try-Play setup and run the ‘Connect TV’ setup. (NOTE: Voice Control has NOT been setup). 

            Since before getting (more) stable, this is what I have done - which is a lot but going to list them out. 

            1. Full factory reset of EVERY Sonos device to 14.8.1. (I have never done this with 14.8.1, only 14.6 so thought this would be worth a try). 
            2. Removal of one of my ORBI Satellites. (I had 1 x Router and 2x Satellites, went to 1 x Router and 1 x Satellite).
            3. Fixed IP address on every Sonos Component, and also the NetGear ORBI devices.
            4. Replacement of a NETGEAR switch to a TP-LINK switch in my office. 
            5. Moved my Sub which was very close to the ARC (around 1 foot to the left) to further away.

            I am not saying the issue is gone, but its the most stable its ever been.

             

            Well, several more days have passed and I am still unable to get the surrounds and subs to drop.

            I really don't know what I did to make this increasingly more stable, but its the longest it's ever gone without an issue since April. Feels like I got lucky (for now) with a combination of things which has placed it into a more stable position. But what that is I just do not know, and I am petrified to actually touch anything.

            Wrap that b#$@h in saran wrap, tell the wifi and kids not to look at, don't breath on it, and keep your fingers crossed.

              ledzep1
              Headliner II
              June 17, 2022

              Is 14.8 or 14.8.1 the latest for system update?

              I know the app is 14.8.1.

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