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

    Sorry to hear that. Tragic.

      CKALOTS
      Enthusiast II
      May 26, 2022

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

      Good for you. 

        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.

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

        I don’t believe so. Both Dolby Multichannel PCM 2.0 on the Sonos with the TV stating its HE-AAC v1.5.1.

         

        When it goes out of sync, it sounds like you are watching TV in a large sports hall or a tunnel.

          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?

          I don’t believe so. Both Dolby Multichannel PCM 2.0. When it goes out of sync, it sounds like you are watching TV in a large sports hall or a tunnel.

          Yeah, I have experienced that ‘Concert Hall’ sound from time to time. 

          I think we only have the Engineering path now guys. As time consuming as it is, we need to all get on the phone and help Sonons triangulate this issue. The alternative is endless fix attempts and a system that looks great but performs inconsistently.

            Freddy45764
            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?

            I don’t believe so. Both Dolby Multichannel PCM 2.0. When it goes out of sync, it sounds like you are watching TV in a large sports hall or a tunnel.

            Yeah, I have experienced that ‘Concert Hall’ sound from time to time. 

            I think we only have the Engineering path now guys. As time consuming as it is, we need to all get on the phone and help Sonons triangulate this issue. The alternative is endless fix attempts and a system that looks great but performs inconsistently.

            Agreed

              kuwarrulz_11
              Enthusiast II
              May 26, 2022

              That all sounds logical. Just don’t understand why some people have not got the issue. 

              We would really need an extensive amount of time comparing settings on a working setup and a non-working one. 

              They might not have noticed, simple. The escalation team from Sonos needs to be held accountable and they need to fix the problem now. Feel cheated to be honest!

                CKALOTS
                Enthusiast II
                May 26, 2022

                That all sounds logical. Just don’t understand why some people have not got the issue. 

                We would really need an extensive amount of time comparing settings on a working setup and a non-working one. 

                They might not have noticed, simple. The escalation team from Sonos needs to be held accountable and they need to fix the problem now. Feel cheated to be honest!

                Feels like a scam. We have your money and we don’t care. If I’m wrong were is Sonos on this thread? I’m waiting...

                  Frank Smith
                  Lyricist III
                  May 26, 2022

                  Hi All,

                  I have been following this thread from the beginning and finally jumping in.  Off the bat, thanks to Brad and Peter (plus all others) for all of your time and effort with this bug.  

                  My setup:  

                  LG CX OLED (wireless)

                  Cable box (HDMI INPUT 1)

                  SONOS Arc (HDMI INPUT 2) - OS: S2 (wireless)

                  Two SONOS subs - OS:  S2 (wireless)

                  Two Bookshelf speakers - OS:  S2 (wireless)

                  (All SONOS now on v14.8 (build 68329170) - keep doing the recent updates hoping its the fix.

                  PS5 (HDMI INPUT 3 - wired)

                   

                  In the same boat as everyone as of April 19th with the release of v14.6.  

                  My issue is easily re-creatable simply by switching between inputs to the the built-in TV YouTube app or Netflix and watching a video.  I do not have have Apple TV.  Submitted 8+ diagnostics to various live SONOS reps via phone as early as April 22nd when restarting my router, unplugging and power cycling would only give me a temporary relief.  At the time they did not acknowledge the issue and went with the standard troubleshooting playbook - none of course worked.  

                  I have been on them since April 22nd and finally got an acknowledgement via email today that they are aware of the issue (a first for me but following this thread, know they have for others): “...as shared in the previous email, after an update it is not possible to revers the system to the previous firmware.  We are aware of the situation and our engineers are working to have this issue clear.”

                  My one workaround right now is to turn off SIMPLINK (HDMI-CEC) and switch output sound from HDMI ARC to “Internal TV Speaker”.  From there, I can go to YouTube, Netflix, Amazon, PS5, Amazon Prime… and turn on whatever I want to watch.  Then have to go back to HDMI Arc for sound and I will not experience any drops.  Suuuper annoying but does the trick for me.  

                  If/when I drop (forgetting to do the above or too lazy), I just reboot my router.

                   

                    Ken_Griffiths
                    Ken_Griffiths
                    May 26, 2022

                    They might not have noticed, simple. The escalation team from Sonos needs to be held accountable and they need to fix the problem now. Feel cheated to be honest!

                    Feels like a scam. We have your money and we don’t care. If I’m wrong where is Sonos on this thread? I’m waiting.

                    Don’t just wait… Sonos Staff have already stepped in on this thread and have asked anyone with similar issues to submit a diagnostic report within 10 minutes and to contact them directly via this LINK. They likely need data to help with any investigation into the matters being discussed. That’s probably the best way to get the matter resolved. Waiting is okay, but not as helpful as following the advice mentioned by Staff.

                      CKALOTS
                      Enthusiast II
                      May 26, 2022

                      @Ken_Griffiths  I have.  How many more diagnostics do they need? They haven't STEPPED IN because my system and many others have stopped working since 14.6. over a month ago! I didn't buy a beta testing kit. 

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