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topilouf
Contributor I
April 23, 2022

Lost surround and sub ( after update ?)

  • April 23, 2022
  • 1604 replies
  • 81296 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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    skullc
    skullc
    Prodigy III
    April 29, 2022

    I change my source device daily flipping between apple tv,pc and xbox series x 

    Never had this issue my apple tv is on 15.5 and set for matched frame rate and other devices at 60hz for pc and xbox 

    Network= livewire cpe pro 3 +eero 6 pro wireless
    peterbault
    peterbault
    Enthusiast II
    April 29, 2022

    I haven’t been able to reproduce it after changing the HDMI cable. Still too early to say it’s for sure fixed though. 
     

    I wonder if it was some CEC issue that could be resolved by unplugging and reseating they HDMI cable 

    I’ll update again later 

    peterbault
    peterbault
    Enthusiast II
    April 29, 2022

    Nope there it goes again. :( 

      Ken_Griffiths
      Ken_Griffiths
      April 29, 2022

      Nope there it goes again. :( 

      That’s a shame - next thing I would try is to switch off ‘CEC’ TV/Receiver control on the Apple TV and on everything else connected - or simply unplug all from the TV, except the Apple TV (with No CEC) and the Arc/Surrounds and see if the issue still then happens.

      Ken_Griffiths
      Ken_Griffiths
      April 29, 2022

      Nope there it goes again. :( 

      By the way don’t forget to take a diagnostic report (if practicable) and note it’s reference as that may be important later if you need to go back to Sonos Support.

      Freddy45764
      Enthusiast II
      April 30, 2022

      I upgraded from a Playbar to the Arc on Monday and have a sub and play 1 surrounds. I use an Apple TV 4K first Gen as a primary device through an LG C1 TV. Arc is connected to the TV via eArc. All was good until Wednesday when I plugged in a second Apple TV 4K on another input and started experiencing this issue as others have described. I think it may be due to CEC when 2 Dolby Mat Atmos devices are connected. I unplugged the second Apple TV and all is good so far. If things keep working for a couple days, I’ll turn the second Apple TV back on with CEC disabled to see if it remains stable.  

        JohnnyDo123
        Lyricist III
        April 30, 2022

        Seems like there is more discussion and other people with similar issues on this new reddit thread: 

        https://www.reddit.com/r/sonos/comments/uf7i5f/issue_with_sonos_ones_sub_3_desyncing_from_arc/

         

        kuwarrulz_11
        Enthusiast II
        May 1, 2022

        Occured Again, and now, after rebooting the Arc, surround and sub worked for few seconds, and no sound again.

        I ve checked ARP when rebooting the ARC :

        • ARC powered off : no ARP resolution (host down) for each devices
        • ARC booting : ARP is working (no sound) and each speaker has his own mac 
        • ARC booted : ARP is changed, all IPs are linked to the Arc Mac address

        I think this is the normal behavior when creating a surround configuration.

        I then removed surrounds and sub from the Home theatre configuration and add them again. it’s now working.

        If the problem go back, I’ll contact the Sonos support

         

        thanks again

        The issue will re-occur again, no matter how well your network is tweaked. There is an underlying problem that is causing Surrounds and Sub to go silent or out of synch all together. Rebooting temporarily resolves the issue but it re-occurs. Then, if you let it sit as is, it tries to reconnect and produces “out of synch” state wherein the surrounds and sub are 1-2 seconds behind the Arc. 

         

        Pretty disappointing on Sonos’s part where the Tshoot engineers would continously point the issue to be with your network which isnt the case here as it isnt possible for so many users across the globe with different ISP’s to make changes on their network to break something up.

          Corry P
          Corry P
          Sonos Staff
          May 2, 2022

          Edit, May 4th: 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.

          Hi All

          Just to let you all know, we have now identified an issue whereby some Sonos Home Theatre satellites will experience audio interruptions after the latest 14.6 update.

          We are investigating the situation and hope to resolve it soon. At present, we have no further information to share.

          I hope this helps.

           

          "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
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