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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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    Bloodforge
    Lyricist III
    May 12, 2022

    Been dealing with this issue the past week, thought it was a network issue till I found this thread.  Hopefully they fix it soon.

    skullc
    skullc
    Prodigy III
    May 12, 2022

    Not just surrounds my fives unpaired mid song 

    only thing in common with my home cinema system is both have a sub 

    Removed sub and repaired the fives working again 

    Nothing dropped from app or network 

    Network= livewire cpe pro 3 +eero 6 pro wireless
    FourWude
    Lyricist III
    May 12, 2022

    Here is my most recent update with customer service:

    ”I was just writing you to inform you we are still actively investigating this issue. I understand you are close to your return window for whomever you purchased these units from, and just wanted to keep you informed. This type of issue generally is resolved through a software push. As of now, I do not have a timeframe for you.  Once I hear something, or may have something for you to test, I will follow up with you.”

    I encourage everyone to make as much noise about this as possible. It’s insane how Sonos hasn’t made any public statements regarding this bug after such a long time. 

      kuwarrulz_11
      Enthusiast II
      May 13, 2022

      Here is my most recent update with customer service:

      ”I was just writing you to inform you we are still actively investigating this issue. I understand you are close to your return window for whomever you purchased these units from, and just wanted to keep you informed. This type of issue generally is resolved through a software push. As of now, I do not have a timeframe for you.  Once I hear something, or may have something for you to test, I will follow up with you.”

      I encourage everyone to make as much noise about this as possible. It’s insane how Sonos hasn’t made any public statements regarding this bug after such a long time. 

      I have tweeted this to bring into Patrick Spence’s attention, seems he and others who report to him don’t care once you buy the products.

      Brad Porter
      Enthusiast II
      May 13, 2022

      I have such a sinking feeling about all this.

      Bloodforge
      Lyricist III
      May 13, 2022

      This issue is getting really annoying.  My surrounds and sub will just stop working randomly and then just start working randomly again, doesn’t matter the source either.  This wasn’t an issue before the last firmware update.  They still show as connected in the app as well.  They just lose audio from the arc.

       

      I bought this system for the ease of use compared to a large receiver and speakers, but this is really pissing me off.

        bizkit386
        Lyricist I
        May 13, 2022

        Same here, Sonos ARC, Sub Gen3 and two ONE SL.

        Completely random disconnection of sub and surround.

          Rutner
          Lyricist II
          May 13, 2022

          How long is it going to take them?
          This is a serious problem affecting lots off users.

          It is really sad that the QA and support for such premium price products is that bad.

          Brad Porter
          Enthusiast II
          May 13, 2022

          Even if they could just give us the last firmware back somehow.  At least we could enjoy the multi-thousand costing system in the interim!

            kuwarrulz_11
            Enthusiast II
            May 13, 2022

            Even if they could just give us the last firmware back somehow.  At least we could enjoy the multi-thousand costing system in the interim!

            Appeal to all affected users to post this to Sonos twitter handle and Patrick Spence so he either arranged for refunds with compensation or gets behind his development team to fix this issue on priority. That’s the only way we can get the attention of the right set of people who might have a solution to the problem

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