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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A

arcosin

Enthusiast II

There’s another new software update y’all. Maybe this is the one?!

I am stuck on 14.6.1 (UK based) so have not even got 14.6.2 available. Also, I suspect 14.6.3 is something to do with the music issue they are reporting…..

App is still 14.6.1

Firmware should be 14.6.2 for you too I think.

B

Brad Porter

Enthusiast II

There’s another new software update y’all. Maybe this is the one?!

I am stuck on 14.6.1 (UK based) so have not even got 14.6.2 available. Also, I suspect 14.6.3 is something to do with the music issue they are reporting…..

App is still 14.6.1

Firmware should be 14.6.2 for you too I think.

Sadly not - 14.6.1 and it says all my system is up to date. 🙄

B

Brad Porter

Enthusiast II

Sorry - you are right - firmware is 14.6.2.

Jelly brain!

A

arcosin

Enthusiast II

There’s another new software update y’all. Maybe this is the one?!

I am stuck on 14.6.1 (UK based) so have not even got 14.6.2 available. Also, I suspect 14.6.3 is something to do with the music issue they are reporting…..

App is still 14.6.1

Firmware should be 14.6.2 for you too I think.

Sadly not - 14.6.1 and it says all my system is up to date. 🙄

Oh, that’s weird then.

But it’s fine. It’s not like you’re missing anything really.

mejustowen

Trending Lyricist I

There’s another new software update y’all. Maybe this is the one?!

I am stuck on 14.6.1 (UK based) so have not even got 14.6.2 available. Also, I suspect 14.6.3 is something to do with the music issue they are reporting…..

App is still 14.6.1

Firmware should be 14.6.2 for you too I think.

Sadly not - 14.6.1 and it says all my system is up to date. 🙄

Ah damn. I think I might’ve just updated my Roam. It might’ve been out of battery when I did the update and subsequent checks for further updates. Sorry to get your hopes up!

B

ban25

Enthusiast I

Noticed Peter Pee has a video here addressing 14.6

Unfortunately, he really doesn’t address 14.6 at all. He just makes some general suggestions regarding WiFi, which most of us were already doing (SonosNet, Boost, etc.).

B

ban25

Enthusiast I

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.

I have 13 Sonos devices throughout the house that I am preparing to put on eBay if this is not resolved by the end of the month. Please post here and let us know what you move to for a Home Theater setup. A wired setup is challenging for me because one wall of my living room is glass.

F

Freddy45764

Enthusiast II

Here’s my latest theory:

Looking for commonalities in this thread, everyone experiencing this issue has an Apple TV 4K or Nvidia Shield and a newer high end TV that should support eARC.

I have a 1st Gen Apple TV 4K and a Sony A1E OLED with the older ARC (not eARC) standard. The problem initially occurred in my system not with Apple TV but through the native Android TV apps. Navigating between various Youtube (on Android TV) videos, all encoded differently, would trigger it, in fact it would kill all sound not just from surrounds and sub but also from Sonos Arc soundbar itself.

I only noticed the subs and surrounds dropping out after I stopped using Youtube on the native Android TV OS completely and switched to watching Youtube on my Apple TV 4K. At that point I started switching more regularly between various sources i.e. I would watch Netflix, Prime, Disney + on native Android TV and I would use the Apple TV for Plex, Apple TV+ and Youtube as well as regular TV through the Cable Box.

After this, I noticed I had set my Audio Output on Apple TV 4K to ‘Dolby 5.1’ and not ‘auto’. Using the the Apple TV solely would not trigger any sub or surround drops and I assumed it was because all audio was being encoded to a single codec output. That is when I had initially surmised that something was going on with codec changes that was triggering the issue. (I initially reported my findings on page 13 of this thread)

I feel like there’s a pattern in all this somewhere. Just too many Apple TV’s represented in this thread. Even if you initially saw the issue on internal TV apps, you still have an Apple TV like most others. Where are the Roku Ultra or PS5 primary users? Apple TV is like 3% of the streaming OS market yet practically everyone experiencing this issue has one. Non eARC TV owners like yourself experiencing the issue seems to debunk multichannel PCM as the cause. Not sure if Dolby Mat could still be in play but seems less likely. Not saying it’s an Apple TV issue rather than Sonos but what does an Apple TV do differently than most other devices.

peterbault

Enthusiast II

Here’s my latest theory:

Looking for commonalities in this thread, everyone experiencing this issue has an Apple TV 4K or Nvidia Shield and a newer high end TV that should support eARC.

I have a 1st Gen Apple TV 4K and a Sony A1E OLED with the older ARC (not eARC) standard. The problem initially occurred in my system not with Apple TV but through the native Android TV apps. Navigating between various Youtube (on Android TV) videos, all encoded differently, would trigger it, in fact it would kill all sound not just from surrounds and sub but also from Sonos Arc soundbar itself.

I only noticed the subs and surrounds dropping out after I stopped using Youtube on the native Android TV OS completely and switched to watching Youtube on my Apple TV 4K. At that point I started switching more regularly between various sources i.e. I would watch Netflix, Prime, Disney + on native Android TV and I would use the Apple TV for Plex, Apple TV+ and Youtube as well as regular TV through the Cable Box.

After this, I noticed I had set my Audio Output on Apple TV 4K to ‘Dolby 5.1’ and not ‘auto’. Using the the Apple TV solely would not trigger any sub or surround drops and I assumed it was because all audio was being encoded to a single codec output. That is when I had initially surmised that something was going on with codec changes that was triggering the issue. (I initially reported my findings on page 13 of this thread)

I feel like there’s a pattern in all this somewhere. Just too many Apple TV’s represented in this thread. Even if you initially saw the issue on internal TV apps, you still have an Apple TV like most others. Where are the Roku Ultra or PS5 primary users? Apple TV is like 3% of the streaming OS market yet practically everyone experiencing this issue has one. Non eARC TV owners like yourself experiencing the issue seems to debunk multichannel PCM as the cause. Not sure if Dolby Mat could still be in play but seems less likely. Not saying it’s an Apple TV issue rather than Sonos but what does an Apple TV do differently than most other devices.

There are people in this thread with the issue that don’t have an Apple TV

F

Freddy45764

Enthusiast II

Here’s my latest theory:

Looking for commonalities in this thread, everyone experiencing this issue has an Apple TV 4K or Nvidia Shield and a newer high end TV that should support eARC.

I have a 1st Gen Apple TV 4K and a Sony A1E OLED with the older ARC (not eARC) standard. The problem initially occurred in my system not with Apple TV but through the native Android TV apps. Navigating between various Youtube (on Android TV) videos, all encoded differently, would trigger it, in fact it would kill all sound not just from surrounds and sub but also from Sonos Arc soundbar itself.

I only noticed the subs and surrounds dropping out after I stopped using Youtube on the native Android TV OS completely and switched to watching Youtube on my Apple TV 4K. At that point I started switching more regularly between various sources i.e. I would watch Netflix, Prime, Disney + on native Android TV and I would use the Apple TV for Plex, Apple TV+ and Youtube as well as regular TV through the Cable Box.

After this, I noticed I had set my Audio Output on Apple TV 4K to ‘Dolby 5.1’ and not ‘auto’. Using the the Apple TV solely would not trigger any sub or surround drops and I assumed it was because all audio was being encoded to a single codec output. That is when I had initially surmised that something was going on with codec changes that was triggering the issue. (I initially reported my findings on page 13 of this thread)

I feel like there’s a pattern in all this somewhere. Just too many Apple TV’s represented in this thread. Even if you initially saw the issue on internal TV apps, you still have an Apple TV like most others. Where are the Roku Ultra or PS5 primary users? Apple TV is like 3% of the streaming OS market yet practically everyone experiencing this issue has one. Non eARC TV owners like yourself experiencing the issue seems to debunk multichannel PCM as the cause. Not sure if Dolby Mat could still be in play but seems less likely. Not saying it’s an Apple TV issue rather than Sonos but what does an Apple TV do differently than most other devices.

There are people in this thread with the issue that don’t have an Apple TV

Ya I’ll have to go back and check. The ones I recall had an Nvidia shield and the one fellow who used internal tv apps and occasionally a pc. That’s what put me on to Dolby Mat since the shield and windows also have Dolby Mat. Maybe I’m just remembering what fits my theory and ignoring the rest though.

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