Contributor I

Lost surround and sub ( after update ?)

Forum|Forum|4 years ago
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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F

Frank Smith

Lyricist III

@Frank Smith - Mine even sounded better last night and I didn’t even have the drop outs 😄

I thought the same!

SarahN

Local Superstar

My surrounds just had more power to them and I have not increased the levels at all. Made me wonder if the issue had affected me without dropping the sound completely?

Can you have too many Sonos speakers? 🤔 😆

W

W.J.B.

Lyricist III

My surrounds just had more power to them and I have not increased the levels at all. Made me wonder if the issue had affected me without dropping the sound completely?

It does seem that my surrounds (2 x Play 1s) have more coming from them than before. Could be my imagination, but lots of people on here saying the same thing…

Anyway, it all sounds great now!

Corry P

Sonos Staff

Hi @ainsley002 & @Missionsparta

I do, think, however, that just a couple of sentences on where this problem appears to have originated from i.e. what actually has been the cause of the echoing / dropping out, would be appreciated.

I really wish they would tell us what they fixed/changed after all of this...with as big of a head ache as this has caused and the amount of time I've seen some of you soend on this, I am extremely curious what it ended up being.

We are continuously working on ways to improve the experience for our customers.

While not related to the 14.6 update, 14.10 includes targeted improvements on audio synchronization for home theatre surrounds and Subs that will address some customers’ issues with delayed audio or dropouts to surrounds and sub.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

Corry P

Sonos Staff

Hi @Missionsparta

We appreciate the fix and you communicating it to us. I'd like to suggest that in the future the company adds some protocol to better communicate with your customers as well as you first level tech support on issues thst appear to be more wide spread. Soooo many of us on here knew we were all experiencing the same issue as well as being aware it wasn't wifi glitch (due to many tests with ethernet connecting, etc), yet were told it was just a hicup as a result of network interference.

For each case submitted by a customer, the Sonos team works on isolating the issue and replicating anything out of the ordinary. We strive to be transparent and accurate in our reporting of an issue and its resolution. In this case, we did not see an increase in reported issues nor were able to reproduce any reported issues that connected to the 14.6 update.

We do acknowledge that some customers have been experiencing delayed audio or dropouts to surrounds and sub. 14.10 includes targeted improvements on audio synchronization for home theatre surrounds and Subs that will address these customers’ issues.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

M

Missionsparta

Enthusiast II

Hi @Missionsparta

We appreciate the fix and you communicating it to us. I'd like to suggest that in the future the company adds some protocol to better communicate with your customers as well as you first level tech support on issues thst appear to be more wide spread. Soooo many of us on here knew we were all experiencing the same issue as well as being aware it wasn't wifi glitch (due to many tests with ethernet connecting, etc), yet were told it was just a hicup as a result of network interference.

For each case submitted by a customer, the Sonos team works on isolating the issue and replicating anything out of the ordinary. We strive to be transparent and accurate in our reporting of an issue and its resolution. In this case, we did not see an increase in reported issues nor were able to reproduce any reported issues that connected to the 14.6 update.

We do acknowledge that some customers have been experiencing delayed audio or dropouts to surrounds and sub. 14.10 includes targeted improvements on audio synchronization for home theatre surrounds and Subs that will address these customers’ issues.

All is well. System sounds amazing once again. Again, appreciate the help, nobhard feelings, keep up the good work, and be safe. Kudos.

R

rsint

Enthusiast I

Just run the test that always ends up breaking my system.......and the update worked.

Very happy with this.

T

terrysilver

Lyricist III

Definitely appreciative that this day is here. System is solid finally and actually does sound a bit better to me. I’m happy to longer be gaslit by sonos tech support as well. I bought my arc ht setup a week before 14.6 so pretty much all I’ve ever really known is a non functional sonos system and looking forward to experiencing the reputation I was told about prior to purchasing.

peterbault

Enthusiast II

it definitely seems fixed now. cheers everyone! thank you for commiserating with me and helping to troubleshoot

C

CKALOTS

Enthusiast II

First I want to thank all of you that dilligently tried to troubleshoot the problem, sent in reports and stayed the course. I think Sonos owes you a little something extra. Of course I am happy they have finally fixed the issues but WOW, that was an aweful example of corporate communication. As @skullc mentioned it probably has more to do with the litigious nature of America, but they could have reached out to us individually for some reassurance. The outreach that I received was condescending, blaming me and my setup. This is where Sonos needs to be better... I don't know if I'm going to continue to be a Sonos user after this experience but at least if I sell my stuff I'm not unloading a broken system. Thanks again everyone for your efforts, and hopefully this thread can now be archived.

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