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
LMAO
I am not laughing at all. I am actually becoming increasingly frustrated.
+6
I still haven’t been able to break it after installing Sonos voice assistant
I got an Arc with 2 Symfonisk rears 2 days ago, and I’m also having frequent issues with the rears disconnecting. I’ve had contact with the support multiple times since then, tried all of their suggestions including removing Wi-Fi devices near the Arc (including the router itself), changing Wi-Fi channels, activating SonosNet, changing the SonosNet channel and rebooting the devices.
Usually rebooting the Arc fixes the issue temporarily, sometimes it repairs itself after a while. Once it only stopped for a minute or so: I stopped the movie playback after the issue started and resumed it shortly after. I’ve been able to play some movies (2h +) & episodes without issues. Most of the time the issue seems to occur when starting a new film. Might be coincidence, though. I’ve also had the issue come and go during a single playback other times (thus far only using Wi-Fi instead of SonosNet). Playing music didn’t fix the issue for me, like others have suggested, but I haven’t tried it that often yet.
I’ve contacted the support with at least 5 diagnostics, and they always tell me it’s due to Wi-Fi interference. They’ve also told me that it’s not a common issue when this thread seems to suggest otherwise.
I’ve had a Sony 5.1 system with wireless rears & sub before, which never had any such issues. I also don’t have any other Wi-Fi issues. It seems to me, if it actually is an interference issue, that Sonos devices are way more sensitive to it than other devices.
What might also be interesting to note is that the pause & volume buttons of the rears always keep working even when the sound stops on them.
Finding this thread I feel relief that I’m not alone in this and reading that some people where able to get to talk to makes me feel more hopeful. I was already considering returning the Arc, but I’ll wait a bit more and hope for the best 🙌. It would’ve been so much more transparent & helpful if the Sonos support would’ve told me it’s a known issue.
If i had the chance to return my equipment i would 100% do it. Seeing how poor Sonos support and communications has been about this issue, i would not wait and hope for the best. I would return and buy another brand.
The only thing preventing me from selling my Arc + Sub + Ones on Facebook Marketplace is the guilt of selling a faulty system.
Sending diagnostics, changing the wifi channel, wiring, unwiring, connect, disconnect, plug unplug, none of this works, although i admire the dedication of everyone on this forum to try to find a solution by ourselves.
My advice is return if possible. If you haven’t already bought, then avoid. Never buying Sonos again, and of course telling all my friends and family about this.
+1
What type of HDMI cables do you use to connect your ARC to TV and - most of all - to connect source (eg. ATV) to TV?
I found a thread on the Apple support forum about a sound problem similar. A guy had a problem with fading and dropping sound on his Denon home theater system. The solution was simple: change the hdmi cable between the Apple TV 4K and the TV to one that supports 48 gbps.
I have now 18 gbps cable and I’m considering buying hdmi ver. 2.1 with 48 gbps. But I'm a little scared to test again. My system, connected wired and playing only from tv (ATV is disconnected) works perfectly. I don’t want to loose it. I’d rather sell ATV...
I use 48Gbps HDMI cables and I’m experiencing the issue. Save your money.
+1
It is absolutely ridiculous that this has gone on as long as it has with no public acknowledgment from Sonos. How much longer is this gonna persist? A week? A month? A year? So disappointing.
+6
I’ve changed HDMI cables from TV to Sonos. Gonna see how it goes
+6
I have 2 arc systems but have only experienced this issue on the one in the living room which is really curious
Yep currently switching between inputs and and sound formats and so far so good. But let's give it a day or 6 before we fully relax.
I bought my arc and one SL pair from Costco. 18 months ago. It looks like I can still return them for refund. I’m doing that. I’ll only have to sell my sub since I bought it elsewhere. It’s a pity because every thing worked beautifully until it didn’t.
So the release notes have dropped:
+6
People have a problem with Atmost sound on the Sonos Arc as early as 2020 …
diferent issue. it only affected certain LG TVs and was fixed with an LGTV firmware update
Hi all,
I was a bit premature with posting the original best answer message in this topic. While we have been investigating Topilouf’s issue, we have not seen an increase in surround audio errors and do not see anything that suggests that you all will experience the same issue following the recent update. If you do experience issues while listening to your Sonos system, we always encourage you to contact us and we will do our utmost to support you.
Apologies for any confusion caused.
Kind Regards
Corry P
Hi Corry,
the problems with the failure of the rear speakers and the sub are only present since the update to the 14.6. Even if you have no idea about the matter, it is clear that it has to do with the update! Various forums are full of this topic!
Regards
I’ve updated my system last week and I just got the problem yesterday. I lost both my rears and sub - the after 20 minutes it all game back but my rears had a approx. 1 sec. delay.
I’ve had my system for over an year and NEVER had any issues.
And no, nothing has changed relating to wifi etc.
Hi all,
I was a bit premature with posting the original best answer message in this topic. While we have been investigating Topilouf’s issue, we have not seen an increase in surround audio errors and do not see anything that suggests that you all will experience the same issue following the recent update. If you do experience issues while listening to your Sonos system, we always encourage you to contact us and we will do our utmost to support you.
Apologies for any confusion caused.
Kind Regards
Corry P
I contacted support and got told it was a network issue (as I suspected I would). However nothing has changed with my setup for months. When the bass is lost, I check the room setup and the Arc, Sub and surrounds are still there. I have Ubiquiti APs with the channels manually selected to minimise interference.
I was told to hardwire the Arc which for me isn’t a solution.
Hi all,
I was a bit premature with posting the original best answer message in this topic. While we have been investigating Topilouf’s issue, we have not seen an increase in surround audio errors and do not see anything that suggests that you all will experience the same issue following the recent update. If you do experience issues while listening to your Sonos system, we always encourage you to contact us and we will do our utmost to support you.
Apologies for any confusion caused.
Kind Regards
Corry P
If anyone has any tips on getting the Sonos agents to connect the dots and link the cases to try to solve this better, please let me know what I should do/say.
I submitted diagnostics to the an agent (Level 1) this morning, and he was trying to get me to go through all the same troubleshooting as usual. I told him there were hundreds of replies online of people doing that, so it didn't seem a good use of my time. I just wanted to submit the diagnostics so they could have more data. He said it would go in a “basket” for the development team, but that was it. I just don’t feel like spending hours disconnecting/reconnecting things, when it’s a known issue on the Sonos end.
Hi all,
I was a bit premature with posting the original best answer message in this topic. While we have been investigating Topilouf’s issue, we have not seen an increase in surround audio errors and do not see anything that suggests that you all will experience the same issue following the recent update. If you do experience issues while listening to your Sonos system, we always encourage you to contact us and we will do our utmost to support you.
Apologies for any confusion caused.
Kind Regards
Corry P
Please reconsider. There is clearly an issue here.
Everyone still good? Any dropouts after 14.10?
I would maybe lookout for any ‘trolls’ perhaps coming out of the woodwork here too, to try to throw the cat amongst the pigeons. (mentioned here, just in case).👹
There is definitely a serious problem ever since update 14.6.
I had zero problems with my system (arc+rears+sub) until I installed this update.
Now, I constantly stop hearing the rears and the sub (while they still appear on the app) and I also have the weird echo sound from the rear sometimes.
Turning off and on the system fixes it but then the issue comes back. Switching inputs on the television seems to trigger it sometimes.
I also didn’t change anything in my router, TV and anything else that comes to mind. Everything is exactly the same as it was before the update.
I even tried to use use the system with LAN cables to see if the WiFi has something to do with it, but it doesn’t help at all and the issue keeps coming back no matter what.
I hope a fix will be released soon, because I have spent a lot on this system and it’s pretty much not usable right now.
It shouldn’t be like that!
This is exactly my experience!
Same issue here as well. Arc + Sub and Play:1 surrounds. Sub and surrounds keep dropping out and a restart will temporarily fix the issue but it may also bring noticeable audio delay. Almost two years with no issues. I’ve also never had this issue previously with my Playbar over the six years I’ve owned it. This only started occurring after update 14.6.
I’m still lurking also waiting for any news/fix for this.. I’ve got as far as a ‘level 3’ engineer with support after emailing the CEO and getting a response from Sonos on twitter, but I’ve been left hanging for about 2 weeks now with absolutely no response.
I guess my question is, has anybody had any kind of conversation with any of the level 3 techs yet about this? From what I can tell, when going the support route, that seems to be the point where the line goes dead.
Yeah, sadly its 3 weeks tomorrow sitting at L3 with no contact for me.
I spoke with L3 yesterday and for the first time in 7+ weeks I’m optimistic this will be resolved. I cannot say much but just wanted give hope to this community. Its moving in the right direction in large part because of this tread and the work that’s gone on in here. Thanks all!
Really appreciate you letting us know. If this does get resolved, a few things still needs to be done.
A) Everyone in this thread should be getting something from Sonos. $50 credit, year of Sonos music, etc...but something
B) Most of us are due an apology. I was essentially told I didn't under stand what bass was and how a subwoofer should sound by the last tech I talked to and was treated like a child even when I explained I fully understood what I should be hearing and how to tell if the sub was firing. While explaining that this happened after 14.6, but being told it was a network problem no matter how much you pointed to the problem occurring if you used an ethernet. Many of us were treated like simpletons.
C) I'd like to thank everyone on here that was going through extensive testing of things beyond my understanding with things such as the network diagnostics. I'm sure without that information disproving the myth that it was our networks, nothing would have forced Sonos hand.
So this is to crossing g our fingers and praying this really is going to be resolved.....let's wait for an update a BIG apology.
Connection problems which appear suddenly are often caused by network problems, not Sonos problems. The typical cause is duplicate IP addresses. These often show up after an update or power outage because a reboot requires the device to request a new IP, and the router, having lost track of current IP assignments, issues a new IP that is in use by another device. To cure this, do the following:
Reboot/power cycle your devices in the following order:
Modem
Router
Switches or hubs
Wired Sonos units
Wireless Sonos units
Computers/printers
Wireless devices - phones/tablets etc.
Allow each device to come back up before proceeding to the next. Note that you can permanently prevent duplicate IP addresses by assigning an IP to each device's MAC address in the router setup. See your router manual for details.
None of this works.
I’ve tried hard wiring, I’ve tried IP reservations across my whole network (even as far as breaking my groups up and reserving before regrouping them), I’ve tried rebooting the modem, the router, the AP’s.
The only thing that fixes it for me is rebooting the surrounds, sub, or Arc. Which means it’s an issue with the Sonos Arc communicating with its OWN wireless signal to the satellite speakers.
Sonos messed up, they owned it for 5 minutes - and are now trying to back pedal on it being them.. just so they can have all of us submit multiple diagnostic reports repeatedly till they can find their own smoking gun.
This needs a patch to fix it, nothing else. There is this thread and others reporting the same issues, reporting the same suggestions from sonos, and reporting that everything sonos suggests does nothing to fix the issue.
After the past several days with the Bluesound SOUNDBAR+/Flex Surrounds/SUB+, I can confirm it is an excellent and stable home theater solution. I love the BluOS app, it’s very feature rich and has no problems with large music libraries served over NAS (unlike Sonos S2). It also supports 24/192 high resolution audio as well as MQA format.
I’m happy to have the whole Sonos chapter behind me. It feels great to have a working home theater again! The last of the ebay auctions will wrap up over the weekend and that’ll be the end of it.
The real fun starts today, though...I have a set of KEF R11s arriving, paired with two KEF KC62 subwoofers (wireless). It’s all being driven by a NAD M10 V2, which is BluOS compatible. Rear surrounds will be driven wirelessly by the Bluesound POWERNODE. This will be my new primary Home Theater setup, and the SOUNDBAR+/SUB+/Flex will go to the bedroom.
+2
please stop saying it's a network or IP address problem! it's your 14.6 Sonos update that's causing the problem, so get to work on a new update that fixes all that! otherwise it will be back to Bose for me!!!!
+14
It was probably just in my mind, and I didn’t experience the original issue as I have a Beam, but I swear last night, that watching a 5.1 film on Disney sounded much better than of late! The surrounds really rocked and honestly sounded better than they have in a while (even though I didn’t actually lose the sound completely before)
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.
