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topilouf
Contributor I
April 23, 2022

Lost surround and sub ( after update ?)

  • 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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    1604 replies

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    terrysilver
    Lyricist III
    May 26, 2022

    Had 2 sub/surrounds dropouts last night watching Ozark, no app/hdmi switching. Just a pause to use the bathroom then when I resumed, only arc audio…

      W Lehmberg
      Enthusiast II
      May 26, 2022

      @terrysilver +all

      Been monitoring this thread.

      This is my experience too. I experienced this last night again after updating to 14.8 - I was watching Hulu live tv for a few hours, switching channels in the Hulu app now and then, sometimes quitting Hulu and going to another app like Disney+, but never changing inputs - stayed on the Roku TV.

      This is on a TCL Roku Series 6 tv. When it happens is just random - for a few hours it’s fine - maybe more than that, then the subs and surrounds just stop outputting sound. The subs and surrounds still show up in the app and my Asus router map as connected. Have experienced this both on Sonosnet and wifi to router.

      Have tried a Boost as well - still happens.

      I do have an Apple TV 4K, but rarely use it. I’ve reset everything many times (like everyone has done) and disconnected the Apple TV, both power and hdmi, and just use the Roku apps (Hulu, Amazon, Disney+, etc.) and the issue still occurs - when, how or why is not understood.

      Sometimes it’s just surrounds, sometimes surrounds and subs. Have also experienced the sub echo thing occasionally, but not always.

      Just wanted to chip in that in my experience it isn’t just input switching that triggers it (maybe this has been discussed already).

      Have started to submit diagnostics when it happens. Anyway, hope they resolve this as it’s very frustrating.

        CKALOTS
        Enthusiast II
        May 26, 2022

        14.8 lasted 45min

        D# 2005309792

         

         

        FYI this forum blocked 4 different versions of me trying to air out this issue. I had to thin it out to above...Customer experience call was a tow the line 101.I’m up on twitter airing this out. @FailSonos

        What did you say to get blocked? (You may need to paraphrase @CKALOTS)

        They are doing this to almost all my posts now…  Moderator looks at it first. Even if I just put  version and diagnostic number. 

        Freddy45764
        Enthusiast II
        May 26, 2022

        @Freddy45764 @peterbault + All.

        Its question time! (Sorry, no prizes).

        1. What exact version of the Apple TV do you have?  (i.e. 4K Gen 1 or Gen2?) 
        2. What HDMI versions does your TV support? (i.e. HDMI2.0a or HDMI 2.1)
        3. Do you have CEC turned on for all appliances? (i.e. TV, Apple TV and Sonos) 

        1. Main Apple TV is 4K 2nd gen. Secondary (vpn) Apple TV is 4k first gen

        2. All ports HDMI 2.1 if I’m not mistake

        3. On for the TV (not sure if it can be set per input or not). On for the main Apple TV.  Off for the second Apple TV. Not aware of it can be turned on/off for Sonos but if yes mine is definitely on

        Freddy45764
        Enthusiast II
        May 26, 2022

        Here’s a little fuel for the fire. I haven’t had a dropout in about a week and decided to try and cause one to support the fault finding effort. For the last week I’ve only had my main Apple TV connected, no other sources. I’ve watched all kinds of content on multiple apps with no problems. In preparation, while watching content on Prime on my main Apple TV,  I connected my second (vpn) Apple TV and powered it on. Before switching over to it, I tested my favourite atmos test scene and observed my first dropout in a week. I did not even have to switch sources to cause the dropout, just connect the second device and have my TV recognize it. 

        @Freddy45764 - just to be really clear here, when you say you connected your 2nd AppleTV - was that too the same TV, or a different TV in a different location? 

         

        Same tv

        Brad Porter
        Enthusiast II
        May 26, 2022

        Here’s a little fuel for the fire. I haven’t had a dropout in about a week and decided to try and cause one to support the fault finding effort. For the last week I’ve only had my main Apple TV connected, no other sources. I’ve watched all kinds of content on multiple apps with no problems. In preparation, while watching content on Prime on my main Apple TV,  I connected my second (vpn) Apple TV and powered it on. Before switching over to it, I tested my favourite atmos test scene and observed my first dropout in a week. I did not even have to switch sources to cause the dropout, just connect the second device and have my TV recognize it. 

        @Freddy45764 - just to be really clear here, when you say you connected your 2nd AppleTV - was that too the same TV, or a different TV in a different location? 

         

        Same tv


        I have a Gen1.

        So you observed that it became more unstable when you connected your first gen AppleTV? I looked at the specs for Gen1 v Gen2 and it’s (apparently) only Gen2 that supports eARC. Can’t find the link now, but it just struck me that you had increasing instability when you plugged in the Gen1. 

        Missionsparta
        Enthusiast II
        May 26, 2022

        Please........roll.......us........back

          Brad Porter
          Enthusiast II
          May 26, 2022

          Please........roll.......us........back

          I don’t think they can - all their recent products would probably not integrate. It’s gone to far now sadly.

            Missionsparta
            Enthusiast II
            May 26, 2022

            Please........roll.......us........back

            I don’t think they can - all their recent products would probably not integrate. It’s gone to far now sadly.

            Ugh. I've got a wife just asking my to unplug the thing until they fix it because it is so annoying. This better not go the route of "not us, good luck". Everything worked fantastic, no equipment change, etc until an update and I was tossed into this boat with you fellas. We are going to need a Sonos Anonymous Support group. Meet once a month to talk about what once was.

              Freddy45764
              Enthusiast II
              May 26, 2022


              I have a Gen1.

              So you observed that it became more unstable when you connected your first gen AppleTV? I looked at the specs for Gen1 v Gen2 and it’s (apparently) only Gen2 that supports eARC. Can’t find the link now, but it just struck me that you had increasing instability when you plugged in the Gen1.

              When I’ve had the gen 2 connected alone, I have been very stable. When I connect the gen 1 also, my stability craters. Can’t say for sure if it is the gen 1 that causes issues, or having 2 Apple TVs connected to the same system that causes the issues. Gives me some more things to trouble shoot though

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