Lost surround and sub ( after update ?)

We've got 27 pages of this. Lol. Sonos just needs to come o. Here and acknowledge it. The secrecy thing does not look good and gives a bad taste to your loyals.

Anybody live in Santa Barbara? Could you drop by their headquarters and ask to speak to the manager?!

Send someone's grandmother...they love asking for the manager.

I've been thinking to drive up and have a chat, but I've sent two emails to Patrick with no response, so I don't think they care about us.

I’ve received a couple of emails from someone at  Sonos support. He said they “consider the issues reported by our customers on a case-to-case basis.” So I guess this is still not being seen as a software bug? 

From the email:

“As you know, the diagnostic reports provide us with a snapshot of your system and give us a better understanding on what’s going on with every Sonos product in your system. The issue that you may have experienced may be more related to the health of the networking environment where your Sonos products are, than with the changes that were rolled out with the 14.6 update.

To be fair, the major changes that we’ve rolled out on that update are more focused on certain products like the Roam and the Beam. The feature that got a major facelift which affects all the products would only be about how the diagnostic reports are being generated and presented in the Sonos app. All other bug fixes and performance enhancements are very minor.”

Let’s hope 14.8 has solved this? There’s no release notes explaining the fixed bugs soo it’ll be a wait and see. 

Since I unplugged the Shield yesterday I’ve been using the system only with a PS5 and I have no issues.

OK, so this really does lead us to when you change channels and this sends a ‘signal’ to the ARC which it (seemingly) does not like or handle well - and for some reason and pattern we don’t yet understand. 

Hi All,

This morning I have followed the Engineers instructions by following a playbook using only the native applications on my Panasonic TV.

• Played several movies (Atmos and 5.1 Only) on Amazon for over 4 minutes.  All sound was normal.
• Played several movies on Netflix (Atmos and 5.1) for over 4 minutes. All sound was normal. 
• Randomly flicked between Amazon and Netflix to try and replicate the issue, but the issue could not be replicated.

At this stage, if the TV is not changing source or using AppleTV features like Match Frame or Match Content then the sound seems to be stable. I was unable to send a new diag to the engineer as the issue was not reproduced. I have updated the ticket and await further response from Sonos. 

I guess one way the community can test is by going through their playbook to trigger the issue BUT turning off features on AppleTV like Match Frame Rate and Match Content which will mean it’s ‘forced’ into Dolby Vision or something you select at all times. This will mean the TV should not try to adjust the picture when moving between different sources. If this is remaining more stable using the equipment in this way, then I can only assume we are narrowing down the problem. It’s not a fix of course, but it may help the Sonos Engineers understand what might be going on to trigger the issue.

Thanks,

Brad

@Brad Porter odd as at least once the fault happened to me mid film no swapping sources 

I have pasted below my original post with diagnostic number in case you missed it maybe the number is of use to you 

Just happened again listening to 5.1 source no app swapping 

Diagnostic number 964967776

Edit 

Oddly I fixed it differently this time 

I tried power cycling apple tv lg tv and arc tna

Then I removed the hdmi of the apple tv and reinserted it tna 

Finally I stopped the application on my phone and restarted it and it worked 🙏