Lost surround and sub ( after update ?)



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Userlevel 6
Badge +6

still no dropouts for me since 14.10

Userlevel 1
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Re: my post above. I spoke to a couple of people and it seems like it’s a Beam 2 only issue. Nonetheless, feel free to test if you’re on an Arc. Hopefully we can eventually get Sonos to take this seriously. Thanks

Userlevel 1
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Hey folks. Sorry for the long post and possible hijacking. As this appears to be the most active, relevant thread to the Sonos 14.10 update, thought I’d ask for your help in testing a potential audio dropout issue. I suppose this is for Beam 2 and possibly Arc owners as it requires an earc connection. Should only take around 5-10 minutes.

Basically, I am encountering an issue with Multichannel PCM 5.1 where audio cuts off once every 1-2 minutes. Issue only occurs with LPCM 5.1 and not with other formats. Even LPCM 7.1 works fine so it most definitely isn't a bandwidth issue. I'll be outlining steps below on how you could test for the issue with a PC or a PS5. But I suppose you could use other devices as long as you can set it to output LPCM 5.1 and your Sonos app shows the audio format as Multichannel PCM 5.1. Make sure your Sonos is on the latest firmware.

Steps for PS5:

  • Go to Settings→ Sound→ Audio Output→ HDMI Device Type→ Set to AV Amplifier

  • Go to Audio Format→ Select Linear PCM

  • Go to AV Amplifier→ Number of Channels → Select among 2 ch, 5.1 ch, and 7.1 ch

  • If you select 7.1 ch or 2 ch from the dropdown on the PS5, Multichannel PCM 7.1 / Stereo PCM will be reflected on the Sonos S2 App. Listen to the background audio while on the settings page and there should be no issue.

  • If you select 5.1 ch from the dropdown on the PS5, Multichannel PCM 5.1 will be reflected on the Sonos S2 App. Listen to the background audio while on the settings page and there should be consistent audio dropouts once every 1-2 minutes.

Steps for PC:

You don't need an actual 5.1 audio source. You can simply go to youtube on your web browser and play a random video. Just adjust your Windows Sound settings as follows

  • Audio set to Dolby Atmos for home theatre - youtube vid is being reported by Sonos S2 App as Dolby Atmos (MAT). No dropouts

  • Audio set to 7.1 channels - youtube vid is being reported by Sonos S2 App as Multichannel PCM 7.1. No dropouts

  • Audio set to 5.1 channels - youtube vid is being reported by Sonos S2 App as Multichannel PCM 5.1. Consistent audio dropouts every 1-2 minutes

You might be wondering... Why am I making a big deal out of this when most steaming apps use Dolby formats and on PC/PS5/XBOX I would ideally set my audio to output LPCM 7.1 or Dolby MAT Atmos? Why would I choose the inferior LPCM 5.1? In my case, I came upon this issue while using my PS5 as a bluray player.

My setup is PS5/PC -> LG C1 -> Beam 2 via earc. As the C1 does not support DTS, I always have my PS5 transcode my DTS-HD MA 5.1 blurays to LPCM 5.1 to retain multichannel playback. 2 weeks ago, a couple of days before the Sonos 14.10 update, I watched a bluray film on my PS5 and had no issues with the Multichannel PCM 5.1 format. Then yesterday, I tried watching another bluray film and I encountered constant audio dropouts with the Multichannel PCM 5.1 format.

The only difference with my setup is that the Sonos has since updated to 14.10 so I'm inclined to believe it's the culprit. As demonstrated above, it's not an issue with bluray playback / DTS-HD MA to LPCM transcoding as it worked flawlessly pre-14.10 and can easily be reproduced on the PS5 settings page and with a PC. 

Basically, there are audio dropouts when the Sonos App reports that the incoming audio format is Multichannel PCM 5.1. Unfortunately, there is no way force the PS5 bluray playback to use a LPCM 7.1 wrapper instead nor to transcode to Dolby so until this is fixed I won't be able to enjoy my blurays. Hoping for your kind assistance in verifying if I'm just unlucky or this is simply an undiscovered issue due to being part of a a very specific use case.

Not yet. I’ll try a reset tomorrow. 
 

After turning the tv off and back on, subs and surrounds came back. 
 

 

Userlevel 5
Badge +6

Lost sub and surrounds After switching from

Disney + to ps5. 
 

14.10

 

Ugh. Did you send a report and call?

Lost sub and surrounds After switching from

Disney + to ps5. 
 

14.10

 

Userlevel 3
Badge +1

No issues here with newest firmware; fully wired setup (all ethernet, all speakers with wireless disabled). Watched a variety of Atmos/MAT streaming, Atmos/TrueHD Blu-ray, DTS 5.1 streaming (Sony Bravia Core), Dolby Digital Plus 5.1 streaming, Stereo PCM 2.0 and Stereo PCM 5.1 Multichannel content last night try to break it. All good.

The long night may finally be at an end...

 

Userlevel 4
Badge +4

Everyone still good?

Yup

Userlevel 2
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Everyone still good?

All good here. My Move has not dropped since the update. Before the update it would only play for about 10-20 mins before dropping the group sound. I think I was also having some voice/sub weirdness. It's also gone as best I can tell.

Userlevel 5
Badge +6

Everyone still good?

Userlevel 4
Badge +3

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.

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.

Userlevel 6
Badge +11

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 👍

Userlevel 4
Badge +3

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.

No dropouts since but I  did want to ask that is 14.10 the final fix for dropouts? What changed on 14.10 that was broken in 14.6 .

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.  

Appreciate if your support teams are fully updated on this, should we ever contact them again rather than them pointing the issues to be with our network. 

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. 

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

Userlevel 4
Badge +2

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… :)

Userlevel 4
Badge +2

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

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. 😀

TMI…. :)

Userlevel 6
Badge +6

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

Userlevel 7
Badge +18

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.

No dropouts since but I  did want to ask that is 14.10 the final fix for dropouts? What changed on 14.10 that was broken in 14.6 .

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.  

Appreciate if your support teams are fully updated on this, should we ever contact them again rather than them pointing the issues to be with our network. 

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. 

Userlevel 4
Badge +3

Hi @Corry P , thanks for the update. My system has been solid since 14.10 . I did wanted to ask however that while upgrading from 14.8, the update failed. I then restarted the entire system and everything worked. Then while I was adding surrounds, they took forever and didn’t add properly. I did eventually add up factory resetting everything and the system works. No dropouts since but I  did want to ask that is 14.10 the final fix for dropouts? What changed on 14.10 that was broken in 14.6 . Appreciate if your support teams are fully updated on this, should we ever contact them again rather than them pointing the issues to be with our network. 

Userlevel 4
Badge +3

No drops yet since 14.10 . My system was highly unstable with the issue, had a dropout every 5 minutes. 

Userlevel 2

I 100% agree that 14.10 changed the overall mix.  I’m noticing way more coming to the rears than before, and slightly more stereo separation.  It all sounds good. 

Userlevel 5
Badge +6

Oh and I should point out that when we lost the sub and surrounds I went and used one of the physical buttons on the surrounds and it did mute the Arc so they were still talking to each other just no sound getting to them.

Sory to hear that. Anymore drops again or was it a one and done? Did you complete restart your system after the install? I had sub glitch when playing music and moving back and forth between my move and arc, but a complete system reboot solved it.

Userlevel 7
Badge +18

Hi @bschwartz 

If you are experiencing issues with your system, please contact Sonos Support with a diagnostic so we can help identify your specific issue and work to resolve it. The Sonos team is committed to resolving any issue you experience so you can continue to enjoy your music and listening in the seamless manner you should expect.

Userlevel 1

Oh and I should point out that when we lost the sub and surrounds I went and used one of the physical buttons on the surrounds and it did mute the Arc so they were still talking to each other just no sound getting to them.