Lost surround and sub ( after update ?)

I think the lack of acknowledgement is really worrying. It a customer service thing at the heart of it as well. Are we all just going mad and the problem is really do do with out own setup?!?

Seems to be a growing issue in the web as well - but some reports are saying its going to get fixed.

https://www.sanechoice.cloud/sonos-when-customer-service-goes-wrong/

https://thenextweb.com/news/sonos-fix-stuttering-surround-sound-14-6-software-update

This is happening to me, too.  Apple TV 4K with the Arc, Sub and OneSL’s as surrounds.  Sub and Surrounds drop out but show connected and I power cycle the arc and everything comes back….until it drops out again.  VERY frustrating.  Hopefully Sonos gets their act together and gets it fixed ASAP!

Don't know if this helps anyone else but I had this issue a week or so ago I didn't power cycle the arc at first but removed and readded the sub and surrounds this worked but read this thread and power cycled the arc

The fault reoccured when I did this I then just removed and readded just the sub and the surrounds returned without any problems.

It was done before the latest update and I have had no further occurance since doing this 

I use apple tv, pc and xbox and watch mainly content bought from apple and prime on the apple tv

May work for others may not just thought I would share it

I have 2 arc systems but have only experienced this issue on the one in the living room which is really curious 

Wow @peterbault ! Are they similar in setup? i.e. surrounds and sub etc? This is really odd how one system can work just fine, but another is not.  There must be a difference somewhere…...

We’re gonna have to go to the press to raise awareness of this issue and the lack of acknowledgement and customer support.  They are trying to launch several new products right now, we should make sure potential customers are aware of what they are getting in to.

Interesting, @peterbault are you willing to share what source devices you have connected to the problem and good systems respectively?

I have 2 systems, an Arc and a Beam; The Beam doesn’t have any issues I’ve noticed (although I use it less and in the bedroom).  Both are 5.1, although the Arc has 2 subs.  The Arc has the issue and also runs SonosNet to everything else, including the Beam 5.1 

System 1 Does experience the issue:

Sony A9G OLED

Apple TV used exclusively for all content

Arc + 2 subs (gen 2 and gen 3) + 2 Play:1’s

System 2 Does not experience the issue:

LG CX OLED

PS5

Xbox Series X

Nintendo Switch

Occasional use of native TV apps

Arc + gen 2 sub + 2 Play:1s

This is really, really odd.

Before I start, I know this is very not likely ‘the fix’ but it is a change in behaviour I want to report. 

My cut rears/sub ‘disconnects’ have been pretty consistent an easy to replicate. i.e. I can reboot the Arc and all speakers, watch a Disney film and then move to Netflix and bingo, the rears and sub sound stops or has some delay/crackling issue.

I followed @skullc process above, and since doing that I have flicked between Netflix, AppleTV, Disney and Amazon prime and the rears and subs are all working as it was before 14.6 update. After going through multiple films/TV with multiple sound sources (Stereo, DD, Atmos) I have been unable to replicate the issue.  At least not as quickly as it was replicated before during my previous testing. 

I am fully expecting this to come back- but the above seems to have had an impact. How long it will last is anyones guess. 

Perhaps someone else who has the problem consistently can try the remove and re-add procedure to see if more stability to the sound is returned? (For reference, I am on 14.6.1).