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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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    kuwarrulz_11
    Enthusiast II
    May 17, 2022

    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.

    No ETA isn’t acceptable, managed to get L3 escalation engineer in the region and he did say that we have diagnostics and everything but we can’t promise a fix. Really unsure what needs to be done. 

    Nylon
    Enthusiast I
    May 17, 2022

     

    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.

    No ETA isn’t acceptable, managed to get L3 escalation engineer in the region and he did say that we have diagnostics and everything but we can’t promise a fix. Really unsure what needs to be done. 

     

    Given the pinned post at the top of this thread I’d say whoever you spoke to isn’t well informed. We’re all frustrated but I’m pretty sure the issue can and will be fixed. Sometimes software/firmware breaks things and it takes time to resolve. This issue took time to reach critical mass.  As I mentioned earlier, based on my discussions, while the engineers are now aware of the issue they didn’t initially have much data to go on as they surmised to me that most people weren’t initially realizing that their sub’s and surrounds were cutting out. 

      Simple Panda
      Enthusiast I
      May 17, 2022

      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.

      I have issues with my non-Apple TV devices since 14.6 so I would agree with you. The Apple TV 4K has always been rock solid for me and this issue started with 14.6; only real change to my system.

      I have had sync loss with the PS5 (LPCM 5.1 output), my TV (Sony A80J), and my 4k Blu-ray Player (Panasonic 820).

        p03ajiu4
        Lyricist I
        May 17, 2022

        14.6.2 is now available.  Not sure if it resolves this issue, but may be worth checking out. Just updated my system (along with the newest TVOS). 

        CKALOTS
        Enthusiast II
        May 17, 2022

        14.6.2 is now available.  Not sure if it resolves this issue, but may be worth checking out. Just updated my system (along with the newest TVOS). 

        Let’s give this a go!

          zawaja
          Trending Lyricist I
          May 17, 2022

          Hello to all!

          I have the same problem with my home theatre set (arc + sub + 2x five). I have this set from about 2 weeks. And my five’s and sub lost randomly signal.

          I have even rebuilded my all wifi network to provide best signal…

          I use Apple TV 4K and ofcourse it could be problem like Rammy33 wrote.

          But I have noticed one interesting thing. Rear and sub lost signal always when I use trueplay adjustment. I reconnected all set last Saturday and did not make trueplay adjustment. And till today everything works perfect. Does not matter if source is ATV, tv decoder or Sony native apps. Maybe trueplay is the problem…

           

            CKALOTS
            Enthusiast II
            May 17, 2022

            3 Minutes of uninterrupted sound loss… Maybe 14.6.3 will be the one. BRUTAL

            Also I have a slightly different set up but the same audio drop issues. (ARC -  2- Ones - Sub - Port ) This all worked seamlessly until the recent update. ROLLBACK FFS. Dev 101

            The system works fine listening to Spotify and choosing my output. But when I use the port to run the audio from my PS4 / Projector set up. It cuts out within a couple minutes. I have to re-boot the app to get the sound back. 

             

            Nylon
            Enthusiast I
            May 17, 2022

            Just tested the 14.6.2 firmware update. Total sound loss while forwarding through a video on native Android TV YouTube app on Sony OLED. Sound came back on Arc soundbar automatically after a couple of minutes of silence. However, sub and surrounds were disconnected and remained disconnected.

            New Diagnostic submitted: 439619364

            Simple Panda
            Enthusiast I
            May 17, 2022

            Just tested the 14.6.2 firmware update. Total sound loss while forwarding through a video on native Android TV YouTube app on Sony OLED. Sound came back on Arc soundbar automatically after a couple of minutes of silence. However, sub and surrounds were disconnected and remained disconnected.

            New Diagnostic submitted: 439619364

            I had to restart all of my speakers (hard power cycle) after 14.6.2. So far though, it seems stable. Switched inputs on my A80J a times (PS5, Apple TV 4K, onboard apps) and sound is stable and staying in sync.

            Nylon
            Enthusiast I
            May 17, 2022

            Just tested the 14.6.2 firmware update. Total sound loss while forwarding through a video on native Android TV YouTube app on Sony OLED. Sound came back on Arc soundbar automatically after a couple of minutes of silence. However, sub and surrounds were disconnected and remained disconnected.

            New Diagnostic submitted: 439619364

            I had to restart all of my speakers (hard power cycle) after 14.6.2. So far though, it seems stable. Switched inputs on my A80J a times (PS5, Apple TV 4K, onboard apps) and sound is stable and staying in sync.

            What prompted you power cycling all your speakers or did you do this just to be thorough? I’ve power cycled my Sonos Arc soundbar after the sound loss reoccurred after the update but have not done so for the sub or surrounds.

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