Contributor I

Lost surround and sub ( after update ?)

Forum|Forum|4 years ago
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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Ken_Griffiths

@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 🙏

Just to clarify @skullc, was that since the latest software release? If that issue can perhaps be reproduced easily with the recent update, I suspect another diagnostic report would perhaps prove helpful to the Support Staff in this instance.

skullc

Prodigy III

@Ken_Griffiths no it was on 14.6 Sunday night just gone

No issues since update

Network= livewire cpe pro 3 +eero 6 pro wireless

F

Freddy45764

Enthusiast II

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

I’ve mostly been mostly focused on figuring out how to live with this bug so I’ve taken any step I could to minimize dropouts which has included using only one Apple TV and no other sources. When I do that, I haven’t experienced much in the way of dropouts. Maybe tonight I’ll try to see if I can break it using only my Apple TV and if not, plug in a second source and try again. I’ll also watch for any sign of screen blanking at times that I wouldn’t expect that could be caused by CEC error and see if there is any correlation with dropouts.

A

arcosin

Enthusiast II

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.

Just happened to me for the first time when using only the PS5.

1079571951

A

arco1

Lyricist I

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.

I got blocked. Apparently opinions are not allowed here anymore.

Anyway, the issue happened for the first time after using only PS5.

170311385

M

Missionsparta

Enthusiast II

The one thing that is different in my case that I have not heard anyone mention here, is that I'm estimating about 80% of the time when I lose my sub, if I go into the Sonos app and turn the sub "OFF" sounds return to it and if I flip it back "ON" I lose it again. And it stays flip flopped until I power down. Sometimes this doesn't even work (the other 20%) and I have to power down no matter what. Anyone else experience this?

peterbault

Enthusiast II

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

hmmm interesting I guess. Brad have you tried turning off match content on Apple TV and breaking it? I swear I feel like I tried this and still had the issue but I may be misremembering.

curiously when I’m using my no eARC workaround I have match content on and don’t have any issues

I’m also still really confused why I never experience the issue on my other system where video modes are frequently changing (SDR to HDR, 60hz to 120hz, etc)

another thing to consider is that when using TV native apps exclusively you would never run into LPCM or Dolby Mat which also seems to be a common overlap with some people experiencing issues.

M

Missionsparta

Enthusiast II

OK. Just did a test. I'm using everything through WiFi (ARC, Sub, AppleTV). I run The Batman on HBOmax in Apple TV. Everything sounds great and running in Atmos. I go watch a few things non Atmos on HBO, come back to The Batman and Atmos is still there and sounds great. Switch to Prime Video on Apple TV, move around a bit. Everything sound and working as it should. Reopen HBOmax, hit play on The Batman, nothing coming out of the sub. But the bass comes back to full on the ARC and then backs the bass off when I re-enable the sub. So it is treating the ARC itself properly with the bass when this happens, and the lights on the sub (green and white) I lighting up depending on the on and off correctly, just no sub audio. It happens again and again if I switch apps, use it for a few minutes, and go back

Diagnostic review #1959673949

F

Foxis

Enthusiast II

I have done a lot of testing and am in contact with an engineer. Basically my conclusion at this point is that is definitely related to format switching. I have tested with the match features off on the Apple TV, but for me it make no difference. Not sure if it’s the lack of “real” eArc that is a difference for me. I have no eArc on/off or pass through options on my Sony Tv. It seems the TV is always doing something with the Apple Signal even though I have output mode set to “auto 1” which according to Sony should not touch the signal…

Playing native stuff from the TV will not trigger the problem for the duration I tried it…

Z

zawaja

Trending Lyricist I

I have done a lot of testing and am in contact with an engineer. Basically my conclusion at this point is that is definitely related to format switching. I have tested with the match features off on the Apple TV, but for me it make no difference. Not sure if it’s the lack of “real” eArc that is a difference for me. I have no eArc on/off or pass through options on my Sony Tv. It seems the TV is always doing something with the Apple Signal even though I have output mode set to “auto 1” which according to Sony should not touch the signal…

Playing native stuff from the TV will not trigger the problem for the duration I tried it…

I agree with that point. I was experiencing the problem mainly when browsing the Netflix library on Apple TV.

When I use Netflix native TV app the problem does not exist.

Today, after few days with ethernet connection I have turned on Apple TV again. It take about 1-2 minutes to loose surronds. But this time sub was still connected.

I found out that it is enough to reboot router and surround is back.

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