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topilouf
Contributor I
April 23, 2022

Lost surround and sub ( after update ?)

  • April 23, 2022
  • 1604 replies
  • 81294 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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    Brad Porter
    Enthusiast II
    May 26, 2022

    I guess that rules out the HDMI cable being faulty then…

    Almost immediately after people post here saying ‘so far, so good’ …the issue then suddenly shows up again.

    I feel so beaten. 

    I can completely understand how you feel, I certainly applaud 👏 each of your efforts here and those of @peterbault too for hanging in there and trying all the various things to try to fix the problem. 

    It does look, more and more, like an issue which maybe only the developers/engineers//manufacturers involved can perhaps resolve with their firmware updates. So here’s hoping that all gets resolved for you soon.🤞

     Thanks @Ken_Griffiths. We appreciate the kind words of support. I am also coming round to the idea that we are not going to be able to fix this without Sonos Engineering.

      Freddy45764
      Enthusiast II
      May 26, 2022

      I guess that rules out the HDMI cable being faulty then…

      Almost immediately after people post here saying ‘so far, so good’ …the issue then suddenly shows up again.

      I feel so beaten. 

      I can completely understand how you feel, I certainly applaud 👏 each of your efforts here and those of @peterbault too for hanging in there and trying all the various things to try to fix the problem. 

      It does look, more and more, like an issue which maybe only the developers/engineers//manufacturers involved can perhaps resolve with their firmware updates. So here’s hoping that all gets resolved for you soon.🤞

       Thanks @Ken_Griffiths. We appreciate the kind words of support. I am also coming round to the idea that we are not going to be able to fix this without Sonos Engineering.

      On that note are you still engaged with them? Or have they hit a wall?

      Brad Porter
      Enthusiast II
      May 26, 2022

      This was the the last update sent to me first thing this morning. I have not heard from them throughout the day, but it’s only been a day I guess. 

      “At this point based on the information provided so far and all the diagnostics and troubleshooting that has been done, I will have to escalate the case to our Level 3 engineers so they can look further into it. Once the case is escalated, they will be in touch with you for further instructions.”

        Freddy45764
        Enthusiast II
        May 26, 2022

        This was the the last update sent to me first thing this morning. I have not heard from them throughout the day, but it’s only been a day I guess. 

        “At this point based on the information provided so far and all the diagnostics and troubleshooting that has been done, I will have to escalate the case to our Level 3 engineers so they can look further into it. Once the case is escalated, they will be in touch with you for further instructions.”

        Thanks for the update. I have a day off on Monday and the rest of the family will be out of the house. I might see how quickly I can climb the support chain with my own case. 

        Brad Porter
        Enthusiast II
        May 26, 2022

        This was the the last update sent to me first thing this morning. I have not heard from them throughout the day, but it’s only been a day I guess. 

        “At this point based on the information provided so far and all the diagnostics and troubleshooting that has been done, I will have to escalate the case to our Level 3 engineers so they can look further into it. Once the case is escalated, they will be in touch with you for further instructions.”

        Thanks for the update. I have a day off on Monday and the rest of the family will be out of the house. I might see how quickly I can climb the support chain with my own case. 

        Sounds good.

        sparkymark75
        Enthusiast I
        May 26, 2022

        I just got the issue again, this time only switching channels via the TVs internal Freeview tuner. So not a change of source. It then followed the usual pattern of coming back out of sync/echoing then it eventually sorts itself out.

          Screemer75
          Trending Lyricist I
          May 26, 2022

          I’ve reluctantly returned my full Sonos system whilst I had that window of opportunity. Gutted. It really sounds good

            Brad Porter
            Enthusiast II
            May 26, 2022

            I just got the issue again, this time only switching channels via the TVs internal Freeview tuner. So not a change of source. It then followed the usual pattern of coming back out of sync/echoing then it eventually sorts itself out.

            Did the channel you changed to have a different video format or sound format?

              CKALOTS
              Enthusiast II
              May 26, 2022

              I want to add my set up as it's a little different than what I'm seeing here but we are all in this nightmare together. It's a virtually wireless setup. I have an HDMI from PS4 going into a converter. Analog RCA out of the converter into the port. This is paired in the app with my arc, sub, and ones as none of them are wired. No HDMI running to the arc, sub, nothing. If I run the app from my phone bypassing the port to listen to Spotify the system works as it should. No issues. If I use the app and include the port for my PS4 for movie's games sports etc the issue that showed up from 14.6 occurs in less than 10 minutes without fail. What are we on now, 14.8.1? Barf! Double barfbags as this all worked flawlessly until 14.6. Everyone I have to admit I'm defeated... My wife is looking at me asking " you spent 5 grand on a setup that doesn't work, and the company is not helping?" All I can say is ya, I sarcastically add, "don't worry, they have really cool new products coming out!"  I'm really worried we are going to be left to figure this out on our own... I want a full refund but the company is hiding behind a third party. " If you bought it from Best Buy take it up with them." I told them Best Buy isn't incharge of the software updates that broke my system. Really bummed out dudes.

                ban25
                Enthusiast I
                May 26, 2022

                I’ve reluctantly returned my full Sonos system whilst I had that window of opportunity. Gutted. It really sounds good

                Check out the Bluesound lineup. So far I've replaced two Fives and a Sub and I'm quite happy with the sound quality, especially with the ability to play my 24-bit/192hz tracks via BluOS and Roon. Full Home Theater will be set up this weekend.

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