Contributor I

Lost surround and sub ( after update ?)

Forum|Forum|4 years ago
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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peterbault

Enthusiast II

alright here’s what I just tried.

Power down and unplug HDMI from Sonos arc
power down and unplug HDMI from apple tv
turn off HDMI CEC on my tv (Bravia sync)
full shutdown tv and kill power
turn tv back on
enable HDMI CEC on tv
plug HDMI into Sonos arc and power up
plug HDMI into Apple TV and power up

will report back after a few days

terriblybritish

Contributor II

New S2 app update

I wonder if this has the fix, or is heralding the fix, as I’m also experiencing the issue mentioned in this thread (Arc + Sub gen 3 + 2x One SLs).

peterbault

Enthusiast II

New S2 app update

I wonder if this has the fix, or is heralding the fix, as I’m also experiencing the issue mentioned in this thread (Arc + Sub gen 3 + 2x One SLs).

The app is updated but there’s no actual update for the speakers

peterbault

Enthusiast II

the issue already occurred again

F

Freddy45764

Enthusiast II

the issue already occurred again

Sorry to hear. This is the article I read, see #2 https://www.trustedreviews.com/how-to/hdmi-arc-and-cec-not-working-try-these-fixes-4041394. Not sure if it’s important to unplug the HDMI cable from both ends. FWIW I did.

K

kuwarrulz_11

Enthusiast II

I’m looking for someone to try and replicate my troubleshooting success. For context, I upgraded my play bar to an arc a couple weeks ago. All was good for 2 days then I started experiencing the sub/surround dropouts frequently when switching audio codecs or HDMI sources. Power cycling the ARC was the most reliable way to bring everything back temporarily. I never experienced any out of sync issues. I read an HDMI troubleshooting tip that suggested it was important to establish the ARC/eARC HDMI connection from the tv to the soundbar before other connections for stability. With nothing to lose, I gave it a try. My process was as followes and I’ve been stable for around 10 days getting full atmos when available and switching codes frequently without a single dropout.

Physically unplug everything from power and unplug all HDMI cables, both ends (router,tv,Sonos equip, all source devices)
When connecting and powering on, do so sequentially and give time to stabilize between steps obviously
Power on router
Power on TV
Plug soundbar into tv via ARC/eARC port
Power on soundbar and play content from a variety of audio codecs
Power on remaining Sonos equip (subs/surrounds) and play content from a variety of audio codecs
Plug in your most used source device (ex. Apple TV) via HDMI and then power on device

That seems to have fixed things for me. I left all eARC/ Atmos/passthrough settings ‘on’ for all devices (ie no settings compromises to mask the issue). I left all other source devices unplugged for several days until I felt the issue was resolved but have plugged in additional devices since and everything is still working. I know others have tried ‘rebuilding’ their systems without success but I’m not sure if anyone has severed all HDMI connections and restarted with the sound bar first. If it hadn’t worked for me I would say this sounds silly but it seems to have worked. I have some ‘highly speculative’ ideas on what might be happening but I’ll wait until I see if anyone else is able to resolve. If not, I’ll just assume I’m lucky and crawl back into my hole

Tried all the above plus Factory reset of each product, rebonded everything back, even got a brand new Arc thinking it might be a HW issue, the issue returned no matter what. I have tried setting Sonos net, disabling band steering on WiFi router, it doesn’t work. Changing sources of audio is the easiest way to reproduce the problem. Till date, have submitted close to 30 diagnostics with good and bad samples but seems no one seems to care as the development team is busy launching new range of products rather than being held responsible for breaking Home theatre systems worldwide. The best response is there’s no ETA. They are expecting us to wait with an indefinite timeline. Used to brag about being a Sonos owner but my experience has turned flip side and I have been very patient ( my issue started on 21st April) but no real solution to the problem. Hopefully Patrick Spence ( CEO of Sonos) is listening as I have decided to return the entire setup if they can’t fix the issue in the coming days.

F

Freddy45764

Enthusiast II

Sorry all, was hoping my solution might have helped but not looking good. After all the network/sonosnet trouble shooting that’s been done by others and the fact the offending devices still appear normally in the controller app I was thinking this was not a network related issue but more likely a manufacturer interoperability issue introduced in Sonos’ last update affecting HDMI routing of the audio stream. Maybe only affecting certain combinations of devices. Even considering how common they are, Apple TV’s seem to be over represented in this thread. Apple TV’s can be thought of as bi-directional device’s ie. you can route sound from your blu ray player though your tv to your Apple TV via arc and your Apple TV can share wirelessly to a home pod. I was thinking maybe the tv was somehow getting confused and trying to map certain channels of audio to the wrong device. Thus severing and re-establishing all HDMI connections might resolve. Like I said, worked for me but looks like not for others yet

W

willhowe

Enthusiast I

Had my case escalated and currently they’re investigating if it’s somthing to do with multiple signals coming over a single HDMI (I have an HDMI splitter into my TV). I wonder if other people having the issue use an HDMI splitter or if that’s just a coincidence? I my case, it’s the Sonos Arc hard wired to ethernet over ‘arc’ hdmi (TV older, before eArc) - and an HDMI switcher/splitter (Befen, no power adapter) with an AppleTV & PS5 plugged into it.

B

Brad Porter

Enthusiast II

Had my case escalated and currently they’re investigating if it’s somthing to do with multiple signals coming over a single HDMI (I have an HDMI splitter into my TV). I wonder if other people having the issue use an HDMI splitter or if that’s just a coincidence? I my case, it’s the Sonos Arc hard wired to ethernet over ‘arc’ hdmi (TV older, before eArc) - and an HDMI switcher/splitter (Befen, no power adapter) with an AppleTV & PS5 plugged into it.

I don't have a splitter. Straight and standard configuration and still get the issues.

K

kuwarrulz_11

Enthusiast II

I’m looking for someone to try and replicate my troubleshooting success. For context, I upgraded my play bar to an arc a couple weeks ago. All was good for 2 days then I started experiencing the sub/surround dropouts frequently when switching audio codecs or HDMI sources. Power cycling the ARC was the most reliable way to bring everything back temporarily. I never experienced any out of sync issues. I read an HDMI troubleshooting tip that suggested it was important to establish the ARC/eARC HDMI connection from the tv to the soundbar before other connections for stability. With nothing to lose, I gave it a try. My process was as followes and I’ve been stable for around 10 days getting full atmos when available and switching codes frequently without a single dropout.

Physically unplug everything from power and unplug all HDMI cables, both ends (router,tv,Sonos equip, all source devices)
When connecting and powering on, do so sequentially and give time to stabilize between steps obviously
Power on router
Power on TV
Plug soundbar into tv via ARC/eARC port
Power on soundbar and play content from a variety of audio codecs
Power on remaining Sonos equip (subs/surrounds) and play content from a variety of audio codecs
Plug in your most used source device (ex. Apple TV) via HDMI and then power on device

That seems to have fixed things for me. I left all eARC/ Atmos/passthrough settings ‘on’ for all devices (ie no settings compromises to mask the issue). I left all other source devices unplugged for several days until I felt the issue was resolved but have plugged in additional devices since and everything is still working. I know others have tried ‘rebuilding’ their systems without success but I’m not sure if anyone has severed all HDMI connections and restarted with the sound bar first. If it hadn’t worked for me I would say this sounds silly but it seems to have worked. I have some ‘highly speculative’ ideas on what might be happening but I’ll wait until I see if anyone else is able to resolve. If not, I’ll just assume I’m lucky and crawl back into my hole

Tried all the above plus Factory reset of each product, rebonded everything back, even got a brand new Arc thinking it might be a HW issue, the issue returned no matter what. I have tried setting Sonos net, disabling band steering on WiFi router, it doesn’t work. Changing sources of audio is the easiest way to reproduce the problem. Till date, have submitted close to 30 diagnostics with good and bad samples but seems no one seems to care as the development team is busy launching new range of products rather than being held responsible for breaking Home theatre systems worldwide. The best response is there’s no ETA. They are expecting us to wait with an indefinite timeline. Used to brag about being a Sonos owner but my experience has turned flip side and I have been very patient ( my issue started on 21st April) but no real solution to the problem. Hopefully Patrick Spence ( CEO of Sonos) is listening as I have decided to return the entire setup if they can’t fix the issue in the coming days.

Ohh and I don’t have Apple TV. Have a Samsung smart TV I mostly use for apps and cable TV. When the issue occurs, it’s across all platforms including Apple Music ( Airplay) as well.

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