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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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    Devexx
    Lyricist II
    July 2, 2022

    Im getting dropouts While Playing ps5. 
     

    Never had a problem. 
    It begin with 14.10

    W.J.B.
    Lyricist III
    July 2, 2022

    No dropouts for me either since 14.10. 
     

    Before that, I couldn’t go more than 15-20 mins, from any source, without the surrounds dropping. 

    PeterYo
    Lyricist III
    July 3, 2022

    I was totally good until last night. I TruePlay’d my set up for the first time before sitting down to watch the last couple episodes of Stranger Things (which were 4 hours). Since 14.10 I’ve watched an entire season of The Boys along with some other stuff, literally 0 issues. After TruePlay, I didn’t have any issues with the subs or surrounds dying (thank god) but I started getting random 2-3 second drops in the middle of Stranger Things. Over 4 hours I’d say there were probably 5 instances of the sound dropping? Sometimes when this happened, the Dolby Vision badge would appear on my TV when the sound came back. Stranger Things is literally the only thing that triggers this as of right now. 

    CKALOTS
    Enthusiast II
    July 4, 2022

    I happy to report no drops since 14.10… like, soooo happy!

      W.J.B.
      Lyricist III
      July 6, 2022

      Damn. After my post above, it finally happened just now. 
       

      I started watching TV on my LG CX (via internal freesat decoder), and surrounds were silent. 
       

      Sonos iPhone app showed +?+? rather than the usual +LS+RS. Had to reinstall them to the setup and now I’ve lost my Trueplay tuning. Didn’t take long, but very frustrating- particularly after a long stretch of it being fine. 
       

      That said, it’s definitely much more stable now. 
       

      Support contacted & diagnostic sent. 
       

       

      EDIT: I only got around to adding  Trueplay yesterday… Could this have made it unstable, I wonder…

      Bloodforge
      Lyricist III
      July 6, 2022

      Damn. After my post above, it finally happened just now. 
       

      I started watching TV on my LG CX (via internal freesat decoder), and surrounds were silent. 
       

      Sonos iPhone app showed +?+? rather than the usual +LS+RS. Had to reinstall them to the setup and now I’ve lost my Trueplay tuning. Didn’t take long, but very frustrating- particularly after a long stretch of it being fine. 
       

      That said, it’s definitely much more stable now. 
       

      Support contacted & diagnostic sent. 

      Sounds like your surrounds just disconnected, if it was this issue they would still show as connected but have no sound.

        W.J.B.
        Lyricist III
        July 6, 2022

         

        Sounds like your surrounds just disconnected, if it was this issue they would still show as connected but have no sound.

         

        I have my fingers crossed that’s the case. After the last few months, if my toaster stopped working I’d probably think it was my Arc’s fault...

          Devexx
          Lyricist II
          July 13, 2022

          Push 

           

          does anybody else have the issues ?

          i lose surround (sls) and sub (gen3) mostly playing ps5. 
           

          after turning tv off and back on, surrounds and sub come back eventually 

           

          Edit: Sonos told me that something is interfering the connection. I didn’t change anything at all. 
           

          they told me to turn off 5ghz Wi-Fi 

          Ken_Griffiths
          Ken_Griffiths
          July 13, 2022

          Push 

           

          does anybody else have the issues ?

          i lose surround (sls) and sub (gen3) mostly playing ps5. 
           

          after turning tv off and back on, surrounds and sub come back eventually 

           

          Edit: Sonos told me that something is interfering the connection. I didn’t change anything at all. 
           

          they told me to turn off 5ghz Wi-Fi 

          I would perhaps give these few things a try…

          • Switch ‘off’ HDMI CEC on all the peripherals connected to the TV over HDMI.
          • Power ‘off’ the TV, connected devices… and all the related Sonos HT products for a few minutes at their power socket and power them ‘on’ again to setup the HDMI handshake again and see if that resolves the issue.
          • Where practicable, try to move anything else using the 5Ghz WiFi band further away from the TV/Surrounds, or consider cabling things to the router, or use them on the 2.4Ghz band instead, but do not wire the bonded surrounds, or Sub.

          See if that perhaps improves things for you, rather than switching off your routers 5Ghz WiFi band.

          peterbault
          peterbault
          Enthusiast II
          July 18, 2022

          still rock solid for me

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