Lost surround and sub ( after update ?)

14.8 for the devices. (Apologies, 14.8.1 is the app)

To be honest, I am totally paranoid about turning it on and finding the issue has returned. Certainly taken something away from the days that I never worried about the sound and just enjoyed what we were watching! 

Hi 

My rear speakers have been dropping out since the 14.8 update. This happens when I move between external HDMI inputs e.g. Sky Tv (UK) and PS5. To get the rear speakers back on I need to unplug and then plug in again the Arc 

power cable and then use the Volume buttons on the 2 Play 1s. 
I don’t know if my sub is working is there a test I can perform? It’s showing ok in the App but as we know from the rears that means nothing.

 Thanks 

Problem is, when rhe sub cuts out it still shows a connected status light. You have to play an action scene and feel for the rumble. If you have amazon, try the boys s03e04 the flashback scene. It should be shaking your house. It cut out on this scene with me and it is impossible not to notice if the sub isn't working....it will sound like a warzone in your house.

Well it just happened to me again!  After 6 days, the issue reoccurred as we all thought it would. However, on this occasion it was my rears and just one sub.  So a slight change there!

Funnily enough, I had just been listening to a Dolby True HD Demo via the USB PORT on the TV. It did not sound right and as I flicked back to my normal AppleTV, the problem was there. And it was the first time I used my TV remote to turn the TV on as I was just going to use the USB so there was no need to turn everything on via the AppleTV remote. 

So there we go, its still present and no combo of voodoo and tricks removes it. I did enjoy them 6 days though. 

Still not sure what @Frank Smith is alluding to in terms of hope. Frank, is there anything you can say or have you been told to not engage in such discussions publicly?

I just wanted to add that this illusionary stability happened to me last weekend. I had 2 days of "back to normal pre 14.6" surround sound. Then, I couldn't go 2 minutes without drop outs. It's crazy how random this is...

+1 on this issue.  I previously had a gen 1 Beam connected to a gen 2 sub, and 2 One SLs for surround.  I upgraded the Beam to an Arc and when I setup the Arc I was prompted to update.  My system hasn’t worked right since.  All the speakers show up fine in the app but the rears and sub either end up out of sync with the Arc or drop entirely.   Rebooting my router fixes the issue temporarily (sometimes less than an hour and sometimes for a few days).   The issue happens both when using the TV and when streaming music on Spotify.  
 

I hope Sonos fixes this soon!!!

Been tracking this thread since the issue appeared with my ARC (Sony XH90) and Play:1’s, no sub.   Can’t believe this is still not resolved!  

I’m wondering if the people who are now posting (late) in this thread and mentioning they have this same issue, have followed the advice of the Support Staff posts here, which clearly say they are looking into these matters on a ‘case-by-case’ basis.

Note: Staff have kindly asked that anyone experiencing the HT issue, submits a system diagnostic report within 10 minutes of it occurring and to then make direct contact with Staff via this LINK. It’s perhaps taking that requested action, which may help to get the issues resolved.

It appears some people are mentioning things here, but maybe then not giving Sonos the data asked for, nor getting in touch with them, in some instances.

Little point in posting here, if you are not currently providing the requested data and contacting/speaking with the Support Staff about the issue you are seeing with your own HT setup.

Hi @Corry P and @James L.,

I’d like to request an update and/or additional assistance on this thread.

Of the few users who have managed to jump through all the hoops to be escalated to L3 support, all have said the trail goes cold from Sonos while waiting to be contacted except for 1 user. That user said they’d recently been contacted and felt the issue would be resolved soon but said they couldn’t share details.

For myself, I haven’t made it that far because it is very difficult to find an overlap between my availability, Sonos support’s operating hours, and the issue actually being present on my system. My free time and tv watching time just doesn’t align with support hours very often.

If Sonos could corroborate the report of the user who said a fix is coming, I would stop worrying about it. If not I’d like to keep trying to work with support, however have the following request: Assuming that Sonos must have a team investigating this issue based on the overwhelming body of contribution from the affected user base, can you give us a playbook to streamline the support process? Every time a support rep asks me to try something I’m not immediately prepared to do, the call ends and I have to wait another few weeks until I’m prepared and have the opportunity to call back. It would also be extremely helpful to work with a support rep who has good awareness of this reported issue and a side door to such a staff member would be sooooo appreciated!!! If Sonos truly cares about the users here, we need you to help us better.

 Thanks for your consideration