Lost surround and sub ( after update ?)

When it happens again run diagnostic and contact sonos support they will be able to see more information on your system 

happened again just now. I got an error when trying to submit diagnostics 

Maybe try to get all your Sonos products back online and attempt to get the diagnostic report submitted, if possible …and note it’s reference number.

Then the best thing to do is to chat/contact Sonos Support Staff via this LINK and see if anything can be gleaned from your report. 

Certainly getting an error when attempting to submit indicates some sort of network issue. 

But it’s not required before you call Sonos. Helpful, to be sure, but not required. 

alright after some more troubleshooting I have some interesting findings.

my setup:

Sony A9G OLED with eARc

Exclusively watch everything through Apple TV 4K

Sonos Arc with 2 subs and play 1s as surrounds

I was able to consistently get the missing subs and surround error to occur whenever I changed from playing content in LPCM 5.1 to Stereo. Once that sequence of events happened I lost sub and surround audio until I power cycled the arc. When this happens in the app all the speakers still report as connected with no indication of a network issue. If i switch to different inputs or play music directly through the sonos app I still have no sub or surround audio 

A work around that I have found that has to do with my TV. In the audio output settings of my Sony A9G there are 2 settings of note:

eArc mode: auto or off

passthrough mode: auto or off

with eArc auto and passthrough off: I can consistently reproduce the error

with eArc off and passthrough mode auto: I never get LPCM but I do correctly getting dolby digital plus for 2.0 and 5.1 as well as dolby atmos. with this set up I have so far not been able to reproduce the issue. I actually prefer this because I don’t care for the drop in volume when using LPCM

with eArc auto and passthrough mode auto: I did not extensively test this as I prefer the other method but initially it seemed to not reproduce the error

additionally I confirmed that while the error was not occurring I was able to submit diagnostics fine, but while the issue was occurring I got a generic error when trying to submit diagnostics. This leads me to believe that whatever error is occurring with the surrounds and subs also causes an issue with submitting diagnostics

this was definitely never an issue before the 14.6 update. It seems like something changed that no longer plays well with the default state of the Sony tv passthrough audio mode being off while it worked fine before. (could be Sony’s fault I don’t really know)

@topilouf I am curious what kind of TV do you have? I hope my troubleshooting helps you out.

I’m happy with my work around but I’ll still be keeping an eye for any bug fixes

Since I removed and added surround and sub again to the config, no more issues (but it was yesterday)

I’ll make some tests again tonight, we’ll see if it happens again 

My TV is a Panasonic GZ1000, and I have although an HDFury Arcana (I’ll ask on their discord if the Arcana can be responsible)

just did some more testing and was able to reproduce the error on my Sony A9G with eARC on auto and passthrough on auto

I’ll be sticking with eARC off for now

Also experiencing this issue on 14.6.

Post-update I had to re-add all speakers for my surround setup, and now when I switch between devices I tend to lose my surrounds and sub (until I restart devices) - and lately now my volume’s are wonky.  Like my sub isn’t hitting as hard when it’s working - and surround’s aren’t as present.

just happened again even with eARC off. If any Sonos people are reading this I managed to submit diagnostics while it happened. #287608970

Same issues here, I’ve got Arc + play 3s + 2 subs - It’s happened 3x times in the last few days where the play 3s just are silent but in the app it shows that they are still connected.  Also, my subs still work.  The only way I can get them back is to either reset the router or unplug/plug the Arc.  The Arc is hardwired and provides SonosNet for the other pieces.  

One thing I’ve noticed is it seems to have happened when/after I play with my Xbox X which is on a different HDMI than my Apple TV. (LG C9)  Never had issues in the past before 14.6.