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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Ken_Griffiths

I would personally take a different approach to @Foxis and that is to submit a Sonos diagnostic report to this thread when you encounter the issue - it’s that reporting process that will likely get the matter resolved far more quickly than threatening to ‘shoot the bunny’.

F

Foxis

Enthusiast II

Also, I find it very provocative of Sonos to state that they want us to file more diagnostics. It has been 4 weeks+. Don’t they have all the diagnostics they need to fix it by now?

It feels more like they are deflecting and trying to blame it on their customers.

Perhaps it’s more a case that there are a number of different factors that users here are experiencing with a variety of different TV hardware/peripherals - there is no obvious pattern seen in the lengthy thread here and if you look back through the posts, there are some that lack any diagnostic reports.

Maybe that is the case. However, had they been interested in solving the problem I would have expected some followup to my own diagnostic reports. The only thing I have heard is that I have been escalated and someone will contact me. Have they though? Nope.

F

Foxis

Enthusiast II

I would personally take a different approach to @Foxis and that is to submit a Sonos diagnostic report to this thread when you encounter the issue - it’s that reporting process that will likely get the matter resolved far more quickly than threatening to ‘shoot the bunny’.

You can do both. However, at some point you just lose patience and want to move on with life. I am not paid to do QA for Sonos.

B

Brad Porter

Enthusiast II

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.

Hi @James L.

Thanks for the comments, it's reassuring to hear a Sonos voice back on the forum again.

I spent over 2 hours on a call today (which is completely fine) providing very explicit details of the issue and went through my setup, symptom's, current diagnostic approach, lots of questions and several tests. The good news was that we was able to replicate during the 2 hour call and 10+ diagnostics were submitted for analysis. Some when the system was working normally, some when the issue occurs. The case for this is 03907201 but waiting for an email as I had to leave to pick up my children from school. (Email has not arrived in the last hour). By the time I had to leave the call, support noted they had seen an error (when subs/rears dropped) but yet to understand what that is and if it's relevant to the issue.

All,

The issue was replicated when changes sources/apps and then the sound dropped. Previously I had been playing a film on loop for many hours and nothing had dropped. This ‘extended single source’ test I have done a few times before and the sound has been solid. Mess around with formats, and the issue occurs.

I don't think I can do much more to support remediation path at this stage. The support team seem satisfied with my remediation attempts and its down to the analysis of what they can see within the 10+ diagnostics submitted during the call.

As always, I'll keep you posted when I hear something back from Sonos.

Thanks,

Brad

Ken_Griffiths

@Brad Porter,

Admittedly that’s the sort of approach I would prefer to take, had I been experiencing this issue. I still believe giving Sonos the data/information they really need, is the best way to resolve the issues, rather than running off to other forums/outlets and shouting about the problem from the rooftops as @Foxis would have us all do.

All that ‘impatient’ shouting achieves nothing other than creating pressure on people to put a ‘sticking plaster’ on the issue quickly, which will undoubtedly continue to leak, whereas I think it’s better for Sonos to cast their net wide, gather all the data/information they need and then allow them time to fix, test their work and release a software update that will hopefully solve the problem once and for all.

B

ban25

Enthusiast I

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.

Wow….so glad I’m out of the ecosystem. They basically went in to our homes and stole our systems with this update, then refuse to even acknowledge the issue. I will say this, stock on components is low everywhere, so if you are researching alternatives, don’t wait too long...

F

Foxis

Enthusiast II

@Brad Porter,

Admittedly that’s the sort of approach I would prefer to take, had I been experiencing this issue. I still believe giving Sonos the data/information they really need, is the best way to resolve the issues, rather than running off to other forums/outlets and shouting about the problem from the rooftops as @Foxis would have us all do.

All that ‘impatient’ shouting achieves nothing other than creating pressure on people to put a ‘sticking plaster’ on the issue quickly, which will undoubtedly continue to leak, whereas I think it’s better for Sonos to cast their net wide, gather all the data/information they need and then allow them time to fix, test their work and release a software update that will hopefully solve the problem once and for all.

@Ken_Griffiths

Are you paid by Sonos to shoot down legitimate opinions? You do not even appear to be experiencing the issue by your own description? Do you just hang around other threads defending Sonos for free? Hardly.

I HAVE been in contact with Sonos, and given them numerous diagnostics. I am STILL waiting for their tech / escalation team to get in touch with me. They simply don’t call or email when they say they will.

So again, at some point my patience runs out and I will call them out on their bad customer service.

peterbault

Enthusiast II

just an update to my current workaround. for the time being I’ve been setting my Apple TV to “change format: dolby digital 5.1” and had eARC off on my TV and this has avoided the issue thus far. for atmos content I would manually change the apple tv audio back to “auto”

yesterday I was tinkering around with my TV settings (sony a9g) and I discovered if I leave eARC off and turn passthrough mode OFF I can leave my Apple TV audio on auto and now get the source DD5.1 plus signal is correctly sent to sonos and atmos will play automatically as well. this is actually my ideal set up now as I didn’t really like how Sonos handles LPCM especially the lower volume. so while this bug is still not fixed it has actually lead me to a better set up for my preferences in my living room system. Obviously this only works for me because I exclusively use Apple TV in this room and now have no need for eARC

crossing my fingers I continue to not encounter the issue in my game room system

F

Foxis

Enthusiast II

just an update to my current workaround. for the time being I’ve been setting my Apple TV to “change format: dolby digital 5.1” and had eARC off on my TV in and this has avoided the issue thus far. for atmos content I would manually change the apple tv audio back to “auto”

yesterday I was tinkering around with my TV settings (sony a9g) and I discovered if I leave eARC off and turn passthrough mode OFF I can leave my Apple TV audio on auto and now get the source DD5.1 plus signal is correctly sent to sonos and atmos will play automatically as well. this is actually my ideal set up now as I didn’t really like how Sonos handles LPCM especially the lower volume. so while this bug is still not fixed it has actually lead me to a better set up for my preferences in my living room system. Obviously this only works for me because I exclusively use Apple TV in this room and now have no need for eARC

crossing my fingers I continue to not encounter the issue in my game room system

This is a bit confusing/misleading. You still need the eArc to send audio to the Arc, right?

It’s Apple TV 4K → HDMI → Sony TV → eArc HDMI → Sonos Arc. Correct?
So no matter what settings you use, the eArc port is still in play for audio transport, right?

peterbault

Enthusiast II

just an update to my current workaround. for the time being I’ve been setting my Apple TV to “change format: dolby digital 5.1” and had eARC off on my TV in and this has avoided the issue thus far. for atmos content I would manually change the apple tv audio back to “auto”

yesterday I was tinkering around with my TV settings (sony a9g) and I discovered if I leave eARC off and turn passthrough mode OFF I can leave my Apple TV audio on auto and now get the source DD5.1 plus signal is correctly sent to sonos and atmos will play automatically as well. this is actually my ideal set up now as I didn’t really like how Sonos handles LPCM especially the lower volume. so while this bug is still not fixed it has actually lead me to a better set up for my preferences in my living room system. Obviously this only works for me because I exclusively use Apple TV in this room and now have no need for eARC

crossing my fingers I continue to not encounter the issue in my game room system

This is a bit confusing/misleading. You still need the eArc to send audio to the Arc, right?

It’s Apple TV 4K → HDMI → Sony TV → eArc HDMI → Sonos Arc. Correct?
So no matter what settings you use, the eArc port is still in play for audio transport, right?

yes I’m still using the eARC port but I turned off eARC on my TV so that just normal HDMI ARC is used. I suspect this bug has something to do with LPCM and/or Dolby MAT which wouldn’t be used over regular HDMI ARC

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