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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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    arcosin
    Enthusiast II
    May 24, 2022

    I got a good feeling 

    So far so good. I’ve been switching between PS5 and Shield (tried both DTS and Dolby movies).

    I think this is too good to be true. If this issue was known by Sonos (and they fixed in 14.8) why would their Engineering team be going through the motions with me and looking at the error? Surely they would just say it's going to be fixed in 14.8 and stop this thread from evolving. 

    Sub and rears just stopped working in Blade Runner 2049.

    Also, submit a diagnostic as well.  Ill try and reference tomorrow during my testing and discussion with the Engineer. Let me know the number @arcosin. Thank you.

    420298688

      peterbault
      peterbault
      Enthusiast II
      May 24, 2022

      @peterbault - have you got Amazon Prime? If you have, would you mind playing a few trailers (not the films themselves) and then flick back to a Dolby Atmos movies and see if still OK? 

      any particular trailers?

      Brad Porter
      Enthusiast II
      May 24, 2022

      Please understand, I am DEEPLY disappointed this did not work out thus far.

        Brad Porter
        Enthusiast II
        May 24, 2022

        @peterbault - have you got Amazon Prime? If you have, would you mind playing a few trailers (not the films themselves) and then flick back to a Dolby Atmos movies and see if still OK? 

        any particular trailers?

        I was watching ‘The Contractor’ trailer in Amazon Prime a few times and found (on more cases than not after a few flicks) that this triggered the issue. 

        Brad Porter
        Enthusiast II
        May 24, 2022

        Sorry, when I say ‘flicks’ I mean moving between AP and back ti Apple and Dolby Atmos etc.

        Freddy45764
        Enthusiast II
        May 24, 2022

        @peterbault - have you got Amazon Prime? If you have, would you mind playing a few trailers (not the films themselves) and then flick back to a Dolby Atmos movies and see if still OK? 

        Interesting you ask for Prime Trailers. I was watching a few trailers on Prime a week ago and encountered the absolute worst audio I’d ever heard. When I figured out what was happening, the channel mapping was all wrong. All dialogue was coming out of the right rear surround. I watched the trailer a second time and it worked properly but when I left the app and moved to other content, the sub and rears had dropped. Only time I’ve seen that mapping problem occur

        Brad Porter
        Enthusiast II
        May 24, 2022

        @peterbault - have you got Amazon Prime? If you have, would you mind playing a few trailers (not the films themselves) and then flick back to a Dolby Atmos movies and see if still OK? 

        Interesting you ask for Prime Trailers. I was watching a few trailers on Prime a week ago and encountered the absolute worst audio I’d ever heard. When I figured out what was happening, the channel mapping was all wrong. All dialogue was coming out of the right rear surround. I watched the trailer a second time and it worked properly but when I left the app and moved to other content, the sub and rears had dropped. Only time I’ve seen that mapping problem occur

        Very interesting @Freddy45764 - whilst I have been testing I seem to be able to trigger the issue (although it is not consistent) when I move between Prime (watch a trailer) and back to Apple TV or Netflix and it seems to occur. Again, not always the case, but a pattern of note for sure. 

        arcosin
        Enthusiast II
        May 24, 2022

        I got a good feeling 

        So far so good. I’ve been switching between PS5 and Shield (tried both DTS and Dolby movies).

        I think this is too good to be true. If this issue was known by Sonos (and they fixed in 14.8) why would their Engineering team be going through the motions with me and looking at the error? Surely they would just say it's going to be fixed in 14.8 and stop this thread from evolving. 

        Sub and rears just stopped working in Blade Runner 2049.

        Also, submit a diagnostic as well.  Ill try and reference tomorrow during my testing and discussion with the Engineer. Let me know the number @arcosin. Thank you.

        I'm gonna try to power cycle everything. Maybe I should've after the update. 

        peterbault
        peterbault
        Enthusiast II
        May 24, 2022

        @peterbault - have you got Amazon Prime? If you have, would you mind playing a few trailers (not the films themselves) and then flick back to a Dolby Atmos movies and see if still OK? 

        any particular trailers?

        I was watching ‘The Contractor’ trailer in Amazon Prime a few times and found (on more cases than not after a few flicks) that this triggered the issue. 

        Issue occurred before I even go to the trailer. Sigh 

         

        452018438

          Brad Porter
          Enthusiast II
          May 24, 2022

          @peterbault - have you got Amazon Prime? If you have, would you mind playing a few trailers (not the films themselves) and then flick back to a Dolby Atmos movies and see if still OK? 

          any particular trailers?

          I was watching ‘The Contractor’ trailer in Amazon Prime a few times and found (on more cases than not after a few flicks) that this triggered the issue. 

          Issue occurred before I even go to the trailer. Sigh 

          What did you do to get the issue @peterbault?  Interested in what you were doing when it triggered for comparison…….

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