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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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    peterbault
    peterbault
    Enthusiast II
    May 22, 2022

    does anyone experiencing the issue have an LG OLED? My system that doesn’t have the issue is a LG CX but my system that does have the issue is a Sony A9G

     

    Yeah I have an LG OLED BX which is the step down model to your CX and I am also experiencing the issue. I tried a lot of things but I gave up and have temporarily removed the sub and surrounds and i’m just using the Arc solo.

    May I ask what are your source devices?

    mejustowen
    mejustowen
    Trending Lyricist I
    May 22, 2022

    does anyone experiencing the issue have an LG OLED? My system that doesn’t have the issue is a LG CX but my system that does have the issue is a Sony A9G

     

    Yeah I have an LG OLED BX which is the step down model to your CX and I am also experiencing the issue. I tried a lot of things but I gave up and have temporarily removed the sub and surrounds and i’m just using the Arc solo.

    May I ask what are your source devices?

    Apple TV 4K, PS5, Sony X700 4K Blu-Ray player. The issue has occurred on all devices, including the built in Smart TV apps. Sometimes, if I need to pause content for a few minutes, it will be totally silent when I resume what i’m watching. Power cycling the Arc is the only way to get sound back. 

    FourWude
    Lyricist III
    May 22, 2022

    I refunded my Arc and 2 subs today since I was within my return period. Got really tired of Sonos not acknowledging this bug after a whole month of frustration from us. Will use my money towards a stable sound setup.

     

    Hope you guys find a resolution soon! I’d be really upset if I couldn’t return my system due to this bug.

    LukeB95
    Lyricist III
    May 22, 2022

    We too have had this exact same issue over the last two / three weeks, so glad I found this!

    Brad Porter
    Enthusiast II
    May 22, 2022

    I refunded my Arc and 2 subs today since I was within my return period. Got really tired of Sonos not acknowledging this bug after a whole month of frustration from us. Will use my money towards a stable sound setup.

     

    This is so sad - it really, in part, could have been addressed with stronger communication from Sonos. It really is a great product when working. I am just mystified why this has been allowed to run the way it has. It does not make much sense.

    Weirdzen
    Lyricist III
    May 22, 2022

    I have gotten tired of my subs / surrounds constantly kicking out.  As others have indicated, its obviously triggered by format switching (PCM Stereo / Dolby 5.1 / Atmos).  For context I’m using an Apple TV as my only source connected to a LG CX.  I had been using PassThru mode with audio set to original on the Apple TV with eARC on the CX.

     

    To mitigate the issue until they produce a fix, I have fallen back to adjusting audio to Dolby Digital on the  Apple TV, changed the TV settings to ARC, and Auto to eliminate possible opportunities for the encoding to change and break the experience.  So far, I have been able to enjoy my setup again even with lower quality audio, it still sounds better than losing my sub and surrounds.

     

    I’ll wait for Sonos to fix this mess before adjusting my settings back.

      Freddy45764
      Enthusiast II
      May 22, 2022

      I have gotten tired of my subs / surrounds constantly kicking out.  As others have indicated, its obviously triggered by format switching (PCM Stereo / Dolby 5.1 / Atmos).  For context I’m using an Apple TV as my only source connected to a LG CX.  I had been using PassThru mode with audio set to original on the Apple TV with eARC on the CX.

       

      To mitigate the issue until they produce a fix, I have fallen back to adjusting audio to Dolby Digital on the  Apple TV, changed the TV settings to ARC, and Auto to eliminate possible opportunities for the encoding to change and break the experience.  So far, I have been able to enjoy my setup again even with lower quality audio, it still sounds better than losing my sub and surrounds.

       

      I’ll wait for Sonos to fix this mess before adjusting my settings back.

      Sad that we have to resort to this. I upgraded from Playbar to ARC in April. If I was happy with regular Dolby digital I might as well just return the ARC and go back to the Playbar

      JohnnyDo123
      Lyricist III
      May 22, 2022

      Noticed Peter Pee has a video here addressing 14.6

       

       

      sparkymark75
      Enthusiast I
      May 22, 2022

      Noticed Peter Pee has a video here addressing 14.6

       

       

      All of those have pretty much been debunked in here as being fixed. And having to buy another roofer of Sonos hardware is a ridiculous solution for something that Sonos themselves have broken!

        peterbault
        peterbault
        Enthusiast II
        May 22, 2022

        don’t get me wrong, this bug sucks but on streaming devices using Dolby digital instead of LPCM is not lower quality. The source stream is Dolby digital and lossy anyway the device is just decoding it and outputting as LPCM

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