Lost surround and sub ( after update ?)

Just got off an ‘escalation’ call with support. I was able to trigger the issue while on the call with them and submit another diagnostic. Tech says they can definitely see something is wrong in my diagnostics. He wasn’t specific as to what he could see.

He also advised they don’t have a lot of people reporting this issue yet because he suspects people are not noticing that their subs and surrounds are cutting out. I told him originally I didn’t notice that the subs and surrounds were dropping off as my entire system would have sound cut out incl. my Sonos Arc soundbar. I only noticed later that when playing surround content that the Sonos Arc would continue to work but the subs and surrounds would lose sound. It’s totally random.

He said he’s tagged my case with their internal note on this issue and they will be discussing it in their internal meeting on Tuesday after which they will send me an email.

So it looks like they are just in the process of diagnosing/hashing out this issue. Timeline for fix seems to be up in the air based on this interaction. Still, I appreciate their attentiveness to the issue.

Two new diagnostics submitted during call:

1689093114

100195076

Just happened to me rebooted my apple tv as home hub lost device's and sub and surrounds had no sound from any source.

Had to remove and readd them to get it working 

Not had any problems with the update until now 

Guessing that they will need to do another update to fix it 

My system has been fine upto now also when i removed the surrounds I had to add them as new rooms and then the app allowed me to add them as surrounds

Before that they appeared in the app as having a problem but would not add as surrounds

Thanks for the update @Nylon. We are in the hands of Sonos on this one.

Shame they cannot meet on Monday to discuss! My movie nights are severely impaired!

He could see that something was wrong with your diagnostics? Weird. When I talked to the support, they said that everything looks fine even though there was no sound from the rear/sub. But at least it’s a progress.

I was able to pull the network charts as previously posted. I think the first chart shows when the surround/subs have dropped off and the second chart shows fully functional system after a fresh reboot of my Sonos Arc soundbar. I may be wrong as I don’t understand what these charts indicate. In my case my Sonos Arc is hardwired to ethernet and the surrounds and sub are therefore on the Sonos subnet. Only the soundbar needs to be rebooted for full functionality to be restored.

I was able to pull the network charts as previously posted. I think the first chart shows when the surround/subs have dropped off and the second chart shows fully functional system after a fresh reboot of my Sonos Arc soundbar. In my case my Sonos Arc is hardwired to ethernet and the surrounds and sub are therefore on the Sonos subnet. Only the soundbar needs to be rebooted for full functionality to be restored.

 

 

 

Just reported mine I had to remove them and readd them to get it working but will reboot my arc next time it happens as my setup is same as yours 👍

Those matrix charts don’t indicate any problem.

In the first the home theatre satellites are on 5GHz from the Arc, which is correct when the Arc is playing.

In the second the satellites are on 2.4GHz from the Arc, which is correct when the Arc is idle. 

I edited my original post. Just an FYI I’m not sure if these charts show anything of value as currently all my speakers are working but the chart has reverted to the 1st one i.e. the one I took after the subs and surrounds had initially dropped off.

Yup, I posted just after you. Thanks for confirming the charts don’t indicate anything of value re this issue in my case.

It finally happened… I just lost my Sub and surround audio tonight. I was listening to an album on Blu-ray on my Arc/Sub/Play:1s setup in multichannel PCM 5.1. It worked fine for a few songs. Then I went to the disc menu and restarted the album and the Sub and surround audio was gone. I had to power cycle the Sub and Play:1s to fix it. This is the first time this has ever happened since I’ve had my Arc setup (since August 2020). 10 days ago, I experienced a delay from my surrounds for the very first time too while watching YouTube videos.

@Corry P There is definitely something not right and it can’t just be a coincidence that others are experiencing the same issues at the same time.

UPDATE: I lost the Sub and surrounds three times in one night.