Lost surround and sub ( after update ?)

I do agree with this. Everyone who has the problem should also send as many diagnostics as they can to make sure Sonos has a 360 picture of the problems.  It also becomes a numbers game where they have to react when the incidents that occur get high enough.

How many more diagnostics need to be provided? They are not even owning the defect now. Don’t think venting our disappointment will help here, please take it to social media and push the developers to retract the update if they can’t figure out how they have bricked the systems. 

Every single submission, if Sonos is notified to look at them, helps build a case, or provides information about some other issue that could be present. As noted in the Diagnostics - How do they work? thread, Sonos doesn’t automatically look at every diagnostic, they need to be nudged by either a call to Sonos support, or a post here in these forums. 

I did another live chat yesterday with Sonos. Its getting ridiculous now. They were saying that they could see my system was picking up PCM from my AppleTv and thats why i have no surrounds, as PCM is just stereo. I told him that Apple Tv outputs lossless LPCM which is 7.1 but he said it doesnt, and as he said that, the surrounds came back on. He couldnt explain it, just said it was weird. He then said that its my Sony tv, the settings are wrong. I give up. Why cant they just own up to it, acknowedge they are working on a fix and it will be sorted. As it is, ill just return it all and go another option.

I wanted to chime in here as well to add my voice to the list of people with issues. Having issues with a Sub Gen 3 connected to a Sonos Arc and having issues with sync and disconnections. Seems random and hoping there is a fix coming soon.

It’s not an excuse but live chats are almost always with 1st tier support people and they very rarely are much better at providing service than someone who is just reading the available documentation for you (which of course, most of us can do ourselves anyways).

I feel like what we really need is some acknowledgement from Sonos on an engineering level that this is an issue they are actually working on fixing. It’s clearly a problem, clearly an issue that appeared with the latest firmware, and clearly not just “networking” issues that have somehow all appeared at the same time for all of us. 

Until the engineers (not support staff) weigh in, we are really just ‘hoping’ that a fix is coming.

Just an FYI, I spoke to tier 3 support. The issue has been acknowledged internally and they are working on a fix but there is no ETA yet.

Arc, Sub and 2xOnes with Apple TV 4K and LG C1.

Having horrible issues with Apple TV losing the Sub and surrounds randomly.  I’ve simply disconnected the Apple TV from the TV and I’m just using the native apps on the TV without any issues at all.

This has been going on for about 2/3 weeks now.  Not really acceptable by Sonos.  Why they don’t have a roll-back feature to previous iterations of their software is baffling.

Have you tried with tvOS 15.5 (just came out today)?

No, I haven’t. I unplugged my ATV a couple of weeks ago as I found the whole experience very frustrating.  I’ll fire up the ATV now and see if that works.  I rather suspect it’s a Sonos issue though.