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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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    mejustowen
    mejustowen
    Trending Lyricist I
    May 23, 2022

    Sonos should take accountability for this issue. 
     

    Notify all of your technical support team that it is a known issue, I’ve spoken to over 6 agents over the past few weeks… no one said it was a known issue to me… mentioning it could be my wifi interference, my router settings, my Sonos settings or my tv was faulty… 

     

    Arc / Surround / Sub users should be notified that it is a known issue and Sonos is supposedly working on a fix.

     

    This will stop others from wasting hours trouble shooting and spending money replacing items that are not at fault. Like me unfortunately replacing hdmi cables, routers and having technicians come to check the tv.
     

    All because your support team did not address the real issue and are suggesting its everything but Sonos’s fault.


    It’s actually shocking that they haven’t properly chimed in here and at the very least tell us that they know it’s an issue and are looking for a fix, even if they told us they have no idea what’s causing it.

    Just an acknowledgment would be enough for most of us to chill a bit. 

    This has to be one of the most active threads on this site too, how have they not so much as noticed it? Almost 500 comments, many different users with various different set ups. 
     

    Awful. 
     

      peterbault
      peterbault
      Enthusiast II
      May 23, 2022

      I wonder if because this thread has a post marked as “best answer” nobody on the staff looks at it 

        arcosin
        Enthusiast II
        May 23, 2022

        Don’t know if this has to do something with the issue but lately I noticed that the app shows sometimes that Dolby Digital 5.1 is playing while the source is Atmos. The way to fix it is to force stop the app and open it again.

        LukeB95
        Lyricist III
        May 23, 2022

        I spoke to Sonos today, i informed the senior member from the ‘Escalation Team’ of this thread and many others online. I was informed Sonos are dealing with it as a case by case issue and did not accept this as a known issue.

         

        The solution was to replace our Arc under warranty. Even after I informed them I am not the only one experiencing this exact issue.

         

        I’ll keep you guys posted if this solution is the solution… doubtful.

          Brad Porter
          Enthusiast II
          May 23, 2022

          I spoke to Sonos today, i informed the senior member from the ‘Escalation Team’ of this thread and many others online. I was informed Sonos are dealing with it as a case by case issue and did not accept this as a known issue.

           

          This is not the news we wanted to hear. This simply sounds like ‘we are on our own’.

          (Thanks for sharing @LukeB95)

          Foxis
          Enthusiast II
          May 23, 2022

          This is a joke. I deeply regret purchasing Sonos products.

          Foxis
          Enthusiast II
          May 23, 2022

          I spoke to Sonos today, i informed the senior member from the ‘Escalation Team’ of this thread and many others online. I was informed Sonos are dealing with it as a case by case issue and did not accept this as a known issue.

           

          The solution was to replace our Arc under warranty. Even after I informed them I am not the only one experiencing this exact issue.

           

          I’ll keep you guys posted if this solution is the solution… doubtful.


          I can’t make sense of this issue. Some posters say that “Sonos is aware of the issue and a fix is being worked on”, and then we have other contradicting statements like the one quoted above…

          Regardless, I stand by my comment above: Sonos is a joke.

          James L.
          James L.
          Retired Community Staff
          May 23, 2022

          Hi all,

          We understand the frustration any customer feels when your experience isn’t what it should be.

          We equally understand the frustrations around and apologise for the recent communications that have led to confusion about the 14.6 update.

          Please be assured that your listening experience, the sound quality, and the performance of our products is and will remain our absolute priority.

          If you experience a dropout or any other issue on your system, please contact support with your diagnostic report from within 10 minutes of the drop-out occurring and we will look into it right away.

          There are different reasons why drop outs may occur, and we want to make sure that we can help you.

          Seeing as this topic is not resolved for those commenting, I have removed the ‘best answer’ until further notice.

          Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
          arcosin
          Enthusiast II
          May 23, 2022

          I spoke to Sonos today, i informed the senior member from the ‘Escalation Team’ of this thread and many others online. I was informed Sonos are dealing with it as a case by case issue and did not accept this as a known issue.

           

          The solution was to replace our Arc under warranty. Even after I informed them I am not the only one experiencing this exact issue.

           

          I’ll keep you guys posted if this solution is the solution… doubtful.

          This is simply unbelievable. Buying Sonos was the biggest mistake I’ve made in years. I’m gonna sell every product I have as soon as possible.

          sparkymark75
          Enthusiast I
          May 23, 2022

          Hi all,

          We understand the frustration any customer feels when your experience isn’t what it should be.

          We equally understand the frustrations around and apologise for the recent communications that have led to confusion about the 14.6 update.

          Please be assured that your listening experience, the sound quality, and the performance of our products is and will remain our absolute priority.

          If you experience a dropout or any other issue on your system, please contact support with your diagnostic report from within 10 minutes of the drop-out occurring and we will look into it right away.

          There are different reasons why drop outs may occur, and we want to make sure that we can help you.

          Seeing as this topic is not resolved for those commenting, I have removed the ‘best answer’ until further notice.

          Whilst I appreciate someone from Sonos finally posting in this thread, there’s still no acknowledgement that there’s an issue with the latest firmware update. That along with the tier 1 supports propensity for simply blaming “interference” leaves me with no confidence that contacting support will offer any resolution.

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