Lost surround and sub ( after update ?)

Bad, but expected, news.

Just now the incident occurred. (Sonos Support ID: 241138124)

I was flicking between movies on Netflix, moving from an Atmos movie to a 5.1 movie, and the subs and rears dropped and they no longer work. This happened all without leaving the Netflix app. One minute it's working, the next it's not. It did not occur during the film, just between switching films. 

Captured a screenshot of the matrix whilst this was going on, not sure how to interpret this really, but it looks kind of green - although this time a lot more grey boxes than before. Anyone know why there are more grey boxes this time than my last post?

For my final test, I am going to switch off the boast and go back to Native Wi-Fi. That was where it seemed to last the longest, so let's prove that is not part of the issue. 

 

You were our last hope. Thanks for all the updates!

Thanks @arcosin!

Does anyone know how to interpret the charts?  Specially, why was there so many greys on the later one when I had the problem?

Also, as an update it has just occurred again when on native Wi-Fi. (Sonos Support ID: 274543566)

When the speakers went off, I was running pings to see if they drop off the network.  But they were pingable throughout - whether working or not. Below you can see the subs and rears, all looks reasonable but there is no sound output. 

At this miserable point, and after many hours, Brad is going to retire and have a small cry 😀 until Sonos a) acknowledges an issue and b) they provide a fix to restore stability like it was prior to 14.6.

Hi all, problem is still present. Come on Sonos. This is taking far to long. 

I would not have personally thought switching between wired (sonosnet) and wireless mode would make too much of a difference with the reported issue here, as the two Surrounds and Sub each connect directly to the ‘bonded’ main HT player (ARC/BEAM etc.) using a 5Ghz ad-hoc wireless connection. If the main player is not dropping its network connection, the issue appears to be the ad-hoc connection between the players.

Maybe something is intermittently interfering with the ad-hoc wireless connection?

I guess someone with the issue could maybe try moving their surrounds closer to the HT main player (temporarily) and/or remove the potential for any 5Ghz interference around the main HT player, by wiring ‘other’ devices that are nearby, or by putting them onto the 2.4Ghz Wifi band instead.

Also if still deciding to switch between wireless and wired (sonosnet) mode anyway, it’s perhaps also worth bearing these few ‘other’ things in mind…

• Position the Boost so it is at least one metre away from the router hub/any other wireless device?
• Use a SonosNet channel that is not in use/overlapped by the main router, or mesh hubs ?
• And perhaps slightly more importantly, if there are not any Sonos ‘portable’ products in the Sonos HH, then remove the stored local WiFi credentials from the Sonos App Network Settings? https://support.sonos.com/s/article/3488 

…that last point would at least prevent your Sonos products hopping between SonosNet and the routers WiFi signal, although, as stated, it’s not strictly relevant for bonded surrounds, or Sub, for the reasons stated above.

Hi @Ken_Griffiths,

Yes, this feels like a very plausible issue area. Although I am not a deep Sonos expert, it does feel like the issue is with the ad-hoc 5GHz network created to bond the speakers together. For me personally, the ARC continues to work but the sound is not sent to Rears or Sub. In some other very rare cases, it sounds like low-frequency sound is making it to the sub but the base sounds flabby, lacks frequency range and very delayed.

I also do not get the issue where it stops mid film/song - its always when switching formats/apps etc and start a new file/music. It just starts with rears and subs not working.

I have tried removing all interfering devices and also bring the whole thing closer together. Has not really made the situation any more stable. 

To be honest, I have spent hours on this and done my best (and hoped just as much!) that this was something local that I could find and fix. But I just don’t know what else I can try. I am also struggling to understand why for years this has been working, and in April it all just stopped being stable. 

And the worst thing?  Some people (like your good-self) are not experiencing the issue at all! Which makes me think it could be local, but then I seemed to have tried a lot of thing that never return it to stability. My head is exploding!

What kind of network setup do you have?

Just wanted to piggy back off of this. @Ken_Griffiths if you aren’t experiencing this issue, can I ask what source devices you have connected to your system?

I’ve had the issue on both sonosnet and over regular wifi so there’s no difference there. 
 

while the issue is happening switching from wifi to Sonos net or the other way around fixes it because it forces all of the speakers to re-establish their connection but the issue will eventually return

lastly, I thought surrounds and subs used 2.4ghz for bonding while on sonosnet and 5ghz while on wifi 

I am confident whatever this issue is not network related 

@Freddy45764,

I haven’t (yet) experienced the issue (touch wood). Anyhow my main setup here is an LG C9 TV with the following:

• HDMI 1 - Virgin Media V6 TiVo cable TV
• HDMI 2 - Sonos ARC (2 x Fives & Sub)
• HDMI 3 - Switch (with Fire TV 4K, PlayStation, Apple TV 4HD)
• HDMI 4 - Nvidia Shield TV

I use all devices, but mostly use VM cable box, Shield TV and Fire TV.

Apps used most are Netflix/Prime/Disney+/BBC iPlayer/YouTube.

I agree completely with this.