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topilouf
Contributor I
April 23, 2022

Lost surround and sub ( after update ?)

  • 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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    1604 replies

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    peterbault
    peterbault
    Enthusiast II
    May 5, 2022

    just happened again for me. diagnostics: 882580853


    I’m going to not power cycle anything and see if it eventually comes back 

     

    @Corry P 

    arcosin
    Enthusiast II
    May 5, 2022

    just happened again for me. diagnostics: 882580853


    I’m going to not power cycle anything and see if it eventually comes back 

    It will come back even if you don’t power cycle after a few hours but then it will happen again.

    leckie
    Contributor I
    May 5, 2022

    Also having this problem. Sub wasn’t working and rear play:1’s dead. Sub is acting odd, booming mids as well as lows. Had to turn off and back on my boost twice now to fix things. Never seen to many issues with my setup as I have since upgrading to 14.6. 

    Brad Porter
    Enthusiast II
    May 5, 2022

    Yep - I have been pulling my hair out about this.

    I have had intermittent rear speakers, one (of my 2) subs going offline (with the other having really poor bass) and a generally unstable environment. I can pin point all of this when I upgraded to 14.6 - not a problem in the world before.

    As it stands, the system is not fit for purpose. You don’t  spend 1,000s on a wireless surround system to mainly have 3 speakers not working almost most of the time.

    I so wish there was the capability to downgrade. At the moment, there does not seem to be any official announcement from Sonos (well, not one that was not retracted later) and I am sitting with £2,500 of system with only the ARC working consistently.

    All my contact with support (who to be clear, have been helpful) has pointed back at my network. But, frankly, it is not the network as I have been running persistent connection tests across the wireless LAN which do not break although the Sonos does.

    I am somewhat miffed and slightly concerned that this issue is the end of my Sonos system….

      TwitchyEyes
      Lyricist III
      May 5, 2022

      I'm having the same issue. Diagnostics sent: 1431124771

      The bass is extremely poor, lose my surrounds and Sub every now and then. I have this issue on both my Nvidia Shield Pro and also on Apple TV 4K.

      MrZeDark
      Trending Lyricist I
      May 6, 2022

      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?

      I can’t replicate this, and my issue isn’t restricted to ATV. Happens on my x800m2 uhd player, and from TV as Source as well. Without touching anything, the rears will actually sound like they are disconnecting, one or both speakers.. or the sub will just stop, or the surrounds will — while watching content, with no change. 

      power cycle and they are back to normal for awhile.

        CKALOTS
        Enthusiast II
        May 6, 2022

        update 14.6 killed my system

        FourWude
        Lyricist III
        May 6, 2022

        This has constantly been happening with my brand new Arc + 2 Gen 3 subs. I’m getting close to doing a full refund at this point.

         

        Latest diagnostic: 934502327

        Screemer75
        Trending Lyricist I
        May 6, 2022

        Yeah same here, i am getting to the end of my 30 day returns window, bought the Arc, Sub and 2 surrounds and i am toying with the idea of returning. I have had too many issues with tech over my years where stuff has gone wrong or never updated and its cost me. Trouble is, no idea what to go with apart from seperates

        Brad Porter
        Enthusiast II
        May 6, 2022

        Yeah same here, i am getting to the end of my 30 day returns window, bought the Arc, Sub and 2 surrounds and i am toying with the idea of returning. I have had too many issues with tech over my years where stuff has gone wrong or never updated and its cost me. Trouble is, no idea what to go with apart from seperates

        It's so sad to hear this, as Sonos when working performs very well for a wireless system. 

        I am staggered that the perception from Sonos is that the latest change is not the cause, despite so many people saying something has definitely changed since 14.6. I would be showing extreme concern over these latest posts and would at least acknowledge its something that is firmly under investigation. 

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