Lost surround and sub ( after update ?)

Yes, what I posted were details from the email confirmation after selecting the time slot. I spoke to the engineer who called me at the stated time. I never heard back even though I was advised I would. As for whether it is a L2 or L3 it’s meaningless to me. It was however my second escalation i.e. the 3rd person I spoke to on the escalation chain.

So there is no way to rollback the update?

THIS! How can something like this go on for so long? Sonos? Anyone? Respect to all of you who have kept your cool and decided to troubleshoot for a company that releases a bug into there system rendering their product unusable, but that’s not what I signed up for. I purchased what I believed to be a functioning wireless sound system. It isn’t. Full stop. Wait, IT WAS until 14.6. That’s what even more maddening. If I botched something at work and just walk telling my clients to figure it out, I wouldn’t have that job. Who would? Let’s not forget censoring a previous post with one of many diagnostic numbers in it. I have a call tomorrow with Customer experience person… I would prefer Patrick Spence. 

Hi All,

An update on progress so far.

After my 2 hours + yesterday investigating the issue, I was contacted by an engineer today who has taken over the case. I would like to say that both the 1st line and Engineer have been very helpful, supportive and forthcoming. And I don’t mind spending the time if it means we can move forward.

I have some tests to run tonight to help fault-find the issue further. The current investigation is based around an error observed with CEC when the issue is triggered – and this is where the engineer wants to investigate further to assess whether it’s the TV, AppleTV or Sonos etc.

Although I do not know a lot about CEC more than the very basics, I do know that each time I switch between sources within Apple TV (i.e. going from Disney, to Amazon Prime to AppleTV+) my Panasonic will look like it has changed source fully. i.e. it will come up ‘HDMI1 + Atmos’ or ‘HDMI1 +  DD’ etc on the screen like you have gone from HDMI1 to HDMI2. This is because I have Apple TV set to change based on the source signal via Match Dynamic Range and Match Frame Rate settings.  Enabling these settings is logical as different films have different video encoding and you want to match that as best as possible.

This is early in the investigation so lets not jump ahead of ourselves, but I did want to keep you updated. I also feel this line of investigation has some merit.  Not just because the engineer can see a CEC error, but also the symptoms a lot of us are reporting are based on moving between formats and this type of source change issue is not exclusive to Apple TV. It certainly could occur going from your PlayStation to you favorite native TV App.

As always, Ill keep you posted.

Regards,

Brad

First, I'd like to ask if I should be supplying a diagnostics report in this thread also or do they have enough as of now?

Secondly, there was an Apple TV update around the same time. I know what I'm saying is not fact, but it seems literally every single last TVos update I have seen has brought more problems than it fixes. Is everyone that is having these issues using an Apple TV?

Yes, the Staff have asked for diagnostic reports, if practical, within 10 minutes of the issue occurring and post it’s reference here and to just outline what happened or contact Sonos Support, particularly if it persists and is easy to reproduce the issue.

I also understand about your reference to the Apple TV O/S updates, a few Samsung TV users here in the community, I noticed, seem to have had some HT audio interruptions and the ones I read recently all had an Apple TV 4K, but it might just be a coincidence, as it is quite a common device to have connected to a TV nowadays.

In essence, you should be submitting a diagnostics and then call Sonos Support to report (and fault find) the issue.  Be warned, information collecting can take 2 hours.

On the second point, I am pretty sure there are people on this forum that do not own an AppleTV and still have the issue. So it does not seem exclusive to AppleTV owners.

there’s a new update out. I haven’t installed it yet. 14.8

Please take it to social media. No other alternative I can think of to expedite the process. It’s shameful from Sonos as a brand and their reputation has taken a blow. 35 days since the issue, so many diagnostics and an ongoing case to no avail. I tweeted Sonos and Patrick spence so many times but they don’t bother responding! Not sure who to reach and what to do to expedite, my patience is growing thin. Stuck with a bricked system!

I don’t want to be a party-pooper, but I suspect there is nothing in that release related to fixing our issue. (I am basing that on the current fault-finding and what the Engineer is directing me to test).