Lost surround and sub ( after update ?)

For me, I’m starting to recognize a pattern in that it seems to happen when I switch from other inputs back to my input that has my Apple TV.  

Yup for me it usually happens when I switch content on Apple TV that changes formats (5.1 to stereo for example) 

Hi @peterbault 

No problem.

To be honest, if such a bug were introduced, we’d be hearing much more about it.

Your diagnostic seems fairly clean, though there are some issues reported by the Arc about it maintaining it’s connection to the satellites, and it seems to occasionally have an issue with decoding the audio.

I’d certainly advise a reboot of everything - turn off satellites, TV (unplug), Arc and the router. Once the router has been off for 30 seconds, turn it back on. Once you have WiFi again, turn on the TV and Arc. And once the Arc has a solid, white light, turn on the satellites. A check of sources of interference near the Arc would also be recommended. Please see our Reducing wireless interference help page.

I can’t help much more that that as I’d need to know the context of multiple diagnostics - I recommend you get in touch with our technical support team, who will go into some step-by-step troubleshooting. If indeed there is a bug, this is the only way of verifying such a thing.

I hope this helps.

hello, sorry for my english! I have exactly the same problem since the update. I watch everything on Apple TV. I have a wired Arc, a Sub 3 and 2 One SL on wifi. I have been losing my Sub and the surrounds for several days now as soon as I change sources, whether directly on the Apple TV or on the TV with the HDMI ports. I reset everything but the problem keeps coming back...

Does everyone experiencing this issue use Apple TV?

Can you perhaps briefly outline the steps you’re taking to reproduce the issue and state what audio codec you are using when the problem arises (a screenshot of your ‘now playing’ screen and a diagnostic) might be a start  - I’m not seeing the issue here at the moment.

the problem occurs with any audio codec, whether stereo, atmos ... once I lost the Sub and the surrounds, even when playing music directly through Sonos S2, my Sub and surround are always lost. At times, the sound comes back on its own on the sub and the surrounds but desynchronized from its Arc. I have to restart the Sonos Arc for it to work and it's usually short lived. I don't think it's specific to Apple TV because even with TV apps, it does too. It's sure and certain that it's because of the update...

When I experienced the delay from the surrounds two nights ago, I was watching a YouTube video on my Roku Ultra.

the way I was able to consistently reproduce the issue was (all on Apple TV)

• watch content that outputs Multichannel PCM 5.1
• switch to content that outputs Stereo PCM
• switch back to Multichannel PCM 5.1
• surrounds and sub no longer output any audio. they still show as connected to the network via my router and the sonos App
• only way to get audio back on the other speakers is to: power cycle the arc or power cycle all my other speakers or reboot my router

I was able to consistently reproduce this both on sonosnet with one speaker hard wired and without sonosnet

I’ve found that if I turn off eARC on my TV and force dolby digital 5.1 on the Apple TV (no atmos) it happens less often

Sony A9G tv btw

@peterbault,

Thanks 🙏 for the steps, I will give that a go and report back if I see the issue.