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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W

W.J.B.

Lyricist III

Hi all,

I have also been experiencing the surround speakers (both Play:1s) disconnecting from my Sonos Arc in the last few weeks. The problem appears to be getting worse; I can barely make it through a 45-min TV episode without the surrounds suddenly going silent and needing to a) disconnect them using the app, b) power cycling them both, and c) adding them again using the app.

Sometimes this only fixes the problem for a matter of minutes. In fact, I’ve given up and am just using the Arc without surrounds until this gets fixed.

The above workaround (thanks semmy) sometimes works, but more often than not the music stream only plays from the Arc as well.

This is all very frustrating and really detracts from an otherwise excellent product I’ve been very happy with for over a year.

jgatie

Everyone suffering from this problem: Please take the time to submit a diagnostic, and reply here with the reference number, preferably within 10 minutes of the dropout occurring. Simply stating the problem is not enough, Sonos needs data to pinpoint the cause.

B

Brad Porter

Enthusiast II

116357396

Basic Playbook:

Turned on Apple TV. Played Atmos Film for 10 mins approx. All Good.
Switched to Disney Channel. Played Atmos Film for 5 mins approx. All Good.
Stayed on Disney Channel. Selected DD multichannel 5.1 Film. Subs and Rear not working at commencement of play.
Went into S2 App, try to play the sub locate sound, nothing. (Like the ARC thinks its connected, but its actually not.

peterbault

Enthusiast II

116357396

Basic Playbook:

Turned on Apple TV. Played Atmos Film for 10 mins approx. All Good.
Switched to Disney Channel. Played Atmos Film for 5 mins approx. All Good.
Stayed on Disney Channel. Selected DD multichannel 5.1 Film. Subs and Rear not working at commencement of play.
Went into S2 App, try to play the sub locate sound, nothing. (Like the ARC thinks its connected, but its actually not.

what is “sub locate sound”?

B

Brad Porter

Enthusiast II

what is “sub locate sound”?

Sorry, that was not clear. I went into the remove subs option and you can click a button so the sub makes a sound. This helps you identify what sub you are removing. However, there was no sound that come out of the sub. Despite the little icon fading whilst (if it was working) playing the sound.

This just goes to demonstrate that the system ‘thinks’ it's all connected.

peterbault

Enthusiast II

what is “sub locate sound”?

Sorry, that was not clear. I went into the remove subs option and you can click a button so the sub makes a sound. This helps you identify what sub you are removing. However, there was no sound that come out of the sub. Despite the little icon fading whilst (if it was working) playing the sound.

This just goes to demonstrate that the system ‘thinks’ it's all connected.

ah yes I see makes sense. thanks

B

Brad Porter

Enthusiast II

O, and you can tell that the system thinks it's all connected as the frequency’s lost from the sub and rears are not redirected back to the ARC. If they were forced off (in normal working operation) the ARC take on some of the duties. But its pretty clear that during this issue, the ARC still thinks they are there…..