Lost surround and sub ( after update ?)

the issue occurred again :( 

Sorry to hear that… When the surrounds do go offline, are you able to still ‘ping’ their IP address to see if they are still connected to the LAN, or do they actually briefly lose their LAN connection? Also have you had chance to contact/chat to Sonos Support Staff to see if your diagnostic reports show any issues?

Yes they are definitely still connected to the LAN. In fact if I go into that app and toggle surrounds or subs off the slow blinking green light appears (indicating they are disabled) which implies there is still connectivity. I just get no sound from them until I power cycle 

sonos support merely said there was a network issue according to the diagnostic and had me power cycle everything 

@peterbault,

I would suggest changing the HDMI cables involved, or at least powering off all and reseating them? Have you already tried a factory reset of the main HT player (only) too?

You can always go back to Support if the issue persists, they may be able to advise you what to try next… it might be one of those intermittent issues that may show up in a further diagnostic report.

@peterbault,

As a further thing to try, have you considered switching off CEC on the Apple TV and all the other devices connected to the TV over its HDMI ports?

I think that’s perhaps worth a quick try too, as it could be something interrupting the A/V connection/handshake and is trying to steal the focus away from the soundbar, causing it to revert to PCM stereo output only. So maybe try switching off CEC on any connected devices and just see what happens.

Infact what I don't understand is that many of us have had the same problem since 14.6 but we are told to do this or that, when it doesn't change anything!!!!

I go home, I listen to 3 songs on Apple Music, and I lose the Sub and the Surrounds! And then they will tell me that it's because of my TV (jz1000 from 2021) or my HDMI 2.1 cables... it's your Update!!!!!!

Infact what I don't understand is that many of us have had the same problem since 14.6 but we are told to do this or that, when it doesn't change anything!!!!

I (and a few others here), are just trying to help with some suggestions, quite simply as Sonos users ourselves - clearly not everyone has this surround dropout issue and it’s ‘perhaps’ sometimes better to try a few things, than just sit there and wait for the next Sonos update, in the hope that it provides the fix.

You don’t have to try these suggestions of course, that’s entirely a matter for yourself.

I appreciate all your help and suggestions @Ken_Griffiths 

If it was the Sonos software, wouldn’t it be affecting everyone, rather than a few separate people? It seems, from the outside, like there’s some sort of network issue, which could be different in different cases, which is why working with Sonos support is likely to be more helpful.

I have two installs, and ‘manage’ three others, none of them are showing this behavior. That leads me to the conclusion it’s a local, not endemic to Sonos’ software issue. But since I don’t have access to any diagnostic information that tells me one way or the other, my opinion remains that, just an opinion.