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
Occured Again, and now, after rebooting the Arc, surround and sub worked for few seconds, and no sound again.
I ve checked ARP when rebooting the ARC :
I think this is the normal behavior when creating a surround configuration.
I then removed surrounds and sub from the Home theatre configuration and add them again. it’s now working.
If the problem go back, I’ll contact the Sonos support
thanks again
The issue will re-occur again, no matter how well your network is tweaked. There is an underlying problem that is causing Surrounds and Sub to go silent or out of synch all together. Rebooting temporarily resolves the issue but it re-occurs. Then, if you let it sit as is, it tries to reconnect and produces “out of synch” state wherein the surrounds and sub are 1-2 seconds behind the Arc.
Pretty disappointing on Sonos’s part where the Tshoot engineers would continously point the issue to be with your network which isnt the case here as it isnt possible for so many users across the globe with different ISP’s to make changes on their network to break something up.
+6
Seems like there is more discussion and other people with similar issues on this new reddit thread:
https://www.reddit.com/r/sonos/comments/uf7i5f/issue_with_sonos_ones_sub_3_desyncing_from_arc/
I upgraded from a Playbar to the Arc on Monday and have a sub and play 1 surrounds. I use an Apple TV 4K first Gen as a primary device through an LG C1 TV. Arc is connected to the TV via eArc. All was good until Wednesday when I plugged in a second Apple TV 4K on another input and started experiencing this issue as others have described. I think it may be due to CEC when 2 Dolby Mat Atmos devices are connected. I unplugged the second Apple TV and all is good so far. If things keep working for a couple days, I’ll turn the second Apple TV back on with CEC disabled to see if it remains stable.
Nope there it goes again. :(
By the way don’t forget to take a diagnostic report (if practicable) and note it’s reference as that may be important later if you need to go back to Sonos Support.
Nope there it goes again. :(
That’s a shame - next thing I would try is to switch off ‘CEC’ TV/Receiver control on the Apple TV and on everything else connected - or simply unplug all from the TV, except the Apple TV (with No CEC) and the Arc/Surrounds and see if the issue still then happens.
+6
Nope there it goes again. :(
+6
I haven’t been able to reproduce it after changing the HDMI cable. Still too early to say it’s for sure fixed though.
I wonder if it was some CEC issue that could be resolved by unplugging and reseating they HDMI cable
I’ll update again later
+12
I change my source device daily flipping between apple tv,pc and xbox series x
Never had this issue my apple tv is on 15.5 and set for matched frame rate and other devices at 60hz for pc and xbox
+2
yes, I can watch a movie without having the problem. there problem will arise by changing the source. example: on the same video clip on Apple Music, I launched it several times, and after a while I had the problem. and even if afterwards you try to listen to music via Sonos S2, the problem is still present. once you lose the sub and surrounds, it ripples through any content. the only solution, cut the power to the Arc.
Yeah, this was why I was mentioning as much of my configuration as possible, to see if it possibly had to do with the other devices on my system and if there was a pattern with others.
Still befuddled, however, on what the bug is.
+2
the problem really appears when either you change the HDMI source, or when on the Apple TV, there is a change in video format (like we go from 24Hz to 50Hz) I don't know if I'm being understood! but i noticed this. Using TV apps, I haven't had a problem so far.
I’m certainly not complacent
+6
I’ve changed HDMI cables from TV to Sonos. Gonna see how it goes
Certainly possible
+6
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.
There are lots of different set ups and equipment t out there (TVs, HDMI devices, network characteristics, etc) it could be a bug that only affects a small subset of configurations
+2
you are way too complacent on this forum!!
+2
explain to me why it works badly since the update ??? even if it's not for everyone, there is a problem with this update for some people!
+2
it's very nice of you, but Sonos annoys me a little, I have the impression that for them, it does not come from their update. I was at Bose and I decided to come to Sonos for 6 months, and when I see that, it annoys me! at the price it costs!
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.
+6
I appreciate all your help and suggestions
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.
+2
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!!!!!!
+2
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!!!!
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.
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