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topilouf
Contributor I
April 23, 2022

Lost surround and sub ( after update ?)

  • April 23, 2022
  • 1604 replies
  • 81295 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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    prankster
    Lyricist III
    June 21, 2022

    14.10 was released (app and firmware) but no release notes yet. 

      kuwarrulz_11
      Enthusiast II
      June 21, 2022

      I got an Arc with 2 Symfonisk rears 2 days ago, and I’m also having frequent issues with the rears disconnecting. I’ve had contact with the support multiple times since then, tried all of their suggestions including removing Wi-Fi devices near the Arc (including the router itself), changing Wi-Fi channels, activating SonosNet, changing the SonosNet channel and rebooting the devices.

      Usually rebooting the Arc fixes the issue temporarily, sometimes it repairs itself after a while. Once it only stopped for a minute or so: I stopped the movie playback after the issue started and resumed it shortly after. I’ve been able to play some movies (2h +) & episodes without issues. Most of the time the issue seems to occur when starting a new film. Might be coincidence, though. I’ve also had the issue come and go during a single playback other times (thus far only using Wi-Fi instead of SonosNet). Playing music didn’t fix the issue for me, like others have suggested, but I haven’t tried it that often yet.

      I’ve contacted the support with at least 5 diagnostics, and they always tell me it’s due to Wi-Fi interference. They’ve also told me that it’s not a common issue when this thread seems to suggest otherwise.

      I’ve had a Sony 5.1 system with wireless rears & sub before, which never had any such issues. I also don’t have any other Wi-Fi issues. It seems to me, if it actually is an interference issue, that Sonos devices are way more sensitive to it than other devices.

      What might also be interesting to note is that the pause & volume buttons of the rears always keep working even when the sound stops on them.

      Finding this thread I feel relief that I’m not alone in this and reading that some people where able to get to talk to makes me feel more hopeful. I was already considering returning the Arc, but I’ll wait a bit more and hope for the best 🙌. It would’ve been so much more transparent & helpful if the Sonos support would’ve told me it’s a known issue.


      If i had the chance to return my equipment i would 100% do it. Seeing how poor Sonos support and communications has been about this issue, i would not wait and hope for the best. I would return and buy another brand.

      The only thing preventing me from selling my Arc + Sub + Ones on Facebook Marketplace is the guilt of selling a faulty system.

      Sending diagnostics, changing the wifi channel, wiring, unwiring, connect, disconnect, plug unplug, none of this works, although i admire the dedication of everyone on this forum to try to find a solution by ourselves.

      My advice is return if possible. If you haven’t already bought, then avoid. Never buying Sonos again, and of course telling all my friends and family about this.

      Before you do plan to sell it off, please post it on Twitter or social media handles. Why should we suffer a loss here? The OEM needs to own and fix the problem. 64 days since people on this forum and few others on Facebook and Reddit are affected by this and all Sonos does is turn a deaf ear to the concerns while they are busy rolling new products. @Corry P @Sonos this can’t continue like this. Please roll the affected users back to 14.5.9 or whatever was less than 14.6 and I will disable my auto updates forever. I don’t care about new features you have introduced in the app, at the very least I was able to use my HT speakers..

        ryan_29
        Enthusiast II
        June 21, 2022

        Firmware 14.10 is out. Updating now. Fingers crossed...

          beefybanana
          Trending Lyricist I
          June 21, 2022

          Downloading 14.10 also.. Here’s hoping..

            ryan_29
            Enthusiast II
            June 21, 2022

            So far it's stable lol

              Missionsparta
              Enthusiast II
              June 21, 2022

              So far it's stable lol

              Yeah....we have all sang the "so far" anthem once too many. In all seriousness though,  keep us updated. I have to wait till I get home. If you know the trigger points to initiate the drops, would you be willing to test a few out for us?

                Freddy45764
                Enthusiast II
                June 21, 2022

                14.10 was released (app and firmware) but no release notes yet. 

                Release notes on iOS say bug fixes and performance improvements. 

                beefybanana
                Trending Lyricist I
                June 21, 2022

                So far it's stable lol

                Yeah....we have all sang the "so far" anthem once too many. In all seriousness though,  keep us updated. I have to wait till I get home. If you know the trigger points to initiate the drops, would you be willing to test a few out for us?

                I’ve just been putting it through its paces by throwing several high bitrate files at it, Dolby Vision, TrueHD Atmos etc, as that was where I personally was noticing the most problems, certainly since the Voice Control update, and it’s holding up. I could usually trigger the issue this way beforehand. PCM and AC3/EAC3 no problems either as of yet. 

                Unless we hear something definitive from Sonos, the acid test of course will be over the next few days but it’s a positive start..

                  peterbault
                  peterbault
                  Enthusiast II
                  June 21, 2022

                  don’t give me hope

                  Missionsparta
                  Enthusiast II
                  June 21, 2022

                  14.10 was released (app and firmware) but no release notes yet. 

                  Release notes on iOS say bug fixes and performance improvements. 

                  Thats code for "we admit nothing"

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