Lost surround and sub ( after update ?)

Hi @kuwarrulz_11 

Failing updates and having difficulties adding surrounds are classic examples of what can go wrong when there are network problems present. Factory resetting your Sonos speakers/system will not address these issues in any way (regardless if setup happened to work afterwards) and we recommend you don’t take this step unless advised to by technical support. At that stage, my recommendation would have been to reboot your router or simplify/change your network topology. Adjustment of certain network settings would also have been suggested long before factory resets. If you encounter similar issues again, I recommend a reboot of the network first, then of the speakers, and for you to get in touch with our technical support team if you don’t see an improvement.

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.  

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. 

just chiming in quickly to say my system has still been stable since 14.10. I’m still touching my subwoofer occasionally though 

TMI…. :)

Me too - my system has been solid since the Sonos voice update except for one drop out that occurred after a neighborhood power outage. Installed 14.10 today and even though I had no drops since the voice update except for power outage, I sense a better sound overall. Still touching subs, ears to surrounds, etc. though - paranoid about it.

While I appreciate Sonos is being more forthcoming as to what is going on and regaining stability for the customers who purchased their products, it’s still obvious (in my mind) that 14.6 messed something up, To be fair, I’m sure is hard to diagnose on their part given all the various systems/factors.

Still, I personally spent $400 on a new Asus wifi mesh to replace my old Orbi system because of this mess. Spent another $90+ on a Sonos boost, and like everyone else, spent a lot of time submitting diagnostics, talking to support, trying everything possible…

Don’t regret the Asus purchase, it’s better than my old Orbi mesh, and I can sell the Boost (anyone interested?) but still, I might have held off spending $500+ if Sonos had just acknowledged the problem and said, “we’re working on it” or “investigating it”.

What I’ve read is that they still say 14.6 had nothing to do with it. I’m not buying that explanation, but I’m glad it’s been resolved. Automatic updates are off permanently. 😀

Oh, and just for the record - it was my choice to spend $$$ on new stuff to try to resolve my problem. Not looking for a gift card, or for Sonos to pay me back. Just saying as somewhat of a network noob, I might have not done so if not for the support people telling me it was my network, etc. causing the problem all the time.

Now I know better… and I learned a lot, but didn’t really want too this way… :)

Noted, but with the same network everything works. Also, if Sonos relies so heavily on networking, please ensure to put this in the user guides as well. These systems need to be intelligent enough (considering the price) to help the users get notified of potential wireless issues. Hopefully, all future updates don’t break anything. I have turned my auto updates off as I was out of listening experience for more than 2 months

My surrounds seem much better now in fact my cat is even reacting to them now 😜

Driving him nuts!

I have turned off auto update for now as well I will wait for forum posts saying all is well before updating from now on 

I must also say that introducing the Panasonic ub820 into my system is amazing much better than the xbox ever was at bluray playback 

Let's hope all stays stable from now on 👍

So it seems likely that the 10.8 has fixed the problems many of us were having since 10.6. I also haven‘t experienced the issue since updating to 10.8.

But Sonos basically still denying there was such an issue does not really increase my trust in their communication, or their future updates.

Will also opt for disabling auto-updates to reduce the probability of such snafus happening again.

They’ll never admit that it was a problem on their end because they’d have to compensate us for breaking our systems for 2 months.

Everyone still good?