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topilouf
Contributor I
Apr 23, 2022 9:23 PM UTC

Lost surround and sub ( after update ?)

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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    Flo14000
    Flo14000
    Lyricist III
    Apr 29, 2022 7:35 PM UTC

    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!

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    Flo14000
    Flo14000
    Lyricist III
    Apr 29, 2022 7:37 PM UTC

    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!

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      Flo14000
      Flo14000
      Lyricist III
      Apr 29, 2022 7:39 PM UTC

      you are way too complacent on this forum!!

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      peterbault
      peterbault
      Enthusiast II
      Apr 29, 2022 7:40 PM UTC

      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

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      Airgetlam
      Airgetlam
      Apr 29, 2022 7:42 PM UTC

      Certainly possible @peterbault , which is why I tend to suggest that Sonos’ ability to read diagnostics overcomes any mental image we have of the systems that are afflicted. 

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      Bruce
      peterbault
      peterbault
      Enthusiast II
      Apr 29, 2022 7:43 PM UTC

      I’ve changed HDMI cables from TV to Sonos. Gonna see how it goes 

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        Ken_Griffiths
        Ken_Griffiths
        Apr 29, 2022 8:04 PM UTC

        I’m certainly not complacent @Flo14000 - I just like to at least try to explore the issue thoroughly (with others here) before jumping to any conclusion that a Sonos software update is at fault. If it is the software, at least we are able to demonstrate here how we reached that conclusion constructively, by trying the obvious suggestions first.

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        Flo14000
        Flo14000
        Lyricist III
        Apr 29, 2022 8:16 PM UTC
        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.
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        JohnnyDo123
        Lyricist III
        Apr 29, 2022 8:30 PM UTC

        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.  @Flo14000 , similar to you, I’ve noticed that the majority of the time I’ve lost my surrounds when I’ve changed my HDMI source.  When I’ve watched my Apple TV for a long time, for example, I never notice that the surrounds just shut off.  

        Still befuddled, however, on what the bug is.  

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          Flo14000
          Flo14000
          Lyricist III
          Apr 29, 2022 8:56 PM UTC

          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.

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