Lost surround and sub ( after update ?)

I finally submitted a diagnostic yesterday after weeks of occasional problems (usually with the sub and rears going out of sync). Unfortunately I had rebooted all the Home Theatre components to get the system back working before I submitted the diagnostic which he said cleared the logs so I won’t make that mistake again. His opinion was that it was CEC related.

The engineer on the Chat said “We have indeed seen a number of cases that show up with this kind of interference and we will further notify our development team to investigate and come up with a solution”

Thanks @ainsley002.

I think this is supporting the case that we need to (as time consuming it is) help Sonos with triangulating the issue by submitted the diagnostic and calling them to officially log the issue. If they are getting a lot of official reports with the same symptoms and also the diagnostics, then it can only help them get to a resolution. 

I am amazed my post got so little attention. I now have 2 days with basically no issues after changing my sound format settings. 
 

It IS a workaround since I would rather not force 16 bit audio and Dolby non-plus, but I have a working setup while I wait for a fix.

My post is 3-4 pages back.

Nope, I saw it but have just been in full testing mode which means I have been keeping the settings as the system is intended. I am sure others have seen it. 

@Foxis I’ll give this a go …
Q: What about ‘Audio system prioritisation’ on the Bravia, is that on or off?
Q: What about ‘Sound mode sync’ on the Bravia, is that on or off?
Q: Are you using anything else on HDMI other than an AppleTV? I have a PS5 connected and would worry that would trigger the problem again.
 

Just the one diagnostic report each time you encounter the issue. When you contacted Sonos, did they escalate your matter or state they had sufficient gathered data in your case? if not, then continue to make contact. Every bit of gathered data may help the Staff. Merely just ‘waiting’, as you mentioned you were doing earlier, is just likely going to prolong the issue for you.

It’s important to give Sonos all ongoing information, as they are looking at the matter on a ‘case by case’ basis which infers there may be more than one issue ‘in play’ here. There’s no saying these things are all linked at this stage, particularly as in some cases here the outcome appears to vary from ‘dropout’ to ‘sync’ issues with the surrounds & sub.

I would try to personally provide them with as much data as you can until they tell you otherwise and then wait for any fix, which in some cases might need to come from other manufacturers in the form of a TV or A/V device firmware update, in addition to any potential Sonos update. 

Tried this morning.  SONOS system was fully up and running.  Went to PS5 System settings and disabled “Enable HDMI Device Link” which also disables “Enable One-Touch Play” and “”Enable Power Off Link”.  Started jumping from different sources - HDMI 1 (TV), launched Netflix from TV app, YouTube, back to TV… all was fine.  After about 10mins I went back to PS5 and switched games from COD to FIFA…. as soon as I did that the issue returned (could have been fluke but….).  

Restated the router to bring SONOS system back to life but while doing that also powered off PS5 (even pulled out HDMI and ethernet cable from system) to ensure PS5 itself is not a factor.  

SONOS powered back up and fully functional again.  TV sound fine, Netflix, fine, youTube fine but then started paying attention to the audio format switches via the app.  When I moved from Dolby Multichanel PMC 2.0 (Netflix movie) to Dolby Atmos (Amazon movie) it instantly dropped. 

Foxis mentioned before - likely audio/format switches triggering the glitch and why my current workaround of disabling eArc, changing output to “Internal TV Speaker”, start whatever I'm about to watch/play then going back to enable HDMI/Arc works.  As long as I don't move from one (audio) source to another, I'm good.  After todays tests, first I’m clueing in that each game could also have a different audio format so switching between could also trigger the glitch.

...Just tried again and watched the switching between games.  FIFA (Multichannel PCM 7.1), switched to COD and in between it went from Stereo PCM (while loading COD - PS5 dashboard) back to Multichannel PCM 7.1.  SONOS did not drop this time between the switch… so random but sure I'm just a few switches away from yet another router reboot.

Did you take any diagnostic reports @Frank Smith? I think posting their references here, might perhaps be helpful to the Staff too.

Just adding to this thread that I am also experiencing this issue.

No Apple TV.

Setup is Vizio TV, Arc, 2 subs (Gen 2, Gen 3), Play 1s.

I submitted diagnostics this morning for it, but the rep didn’t seem familiar with the issue, so I will go back and try to escalate it.

Not from this morning.  I have provided 8+ directly to a live agent over the past month.  I’ll call back in at some point this weekend as my case file is still active with them. 

Are you suggesting that if I generate a diagnostic number and post it here, that info could be retrieved by SONOS staff if they are reading this thread and it could be helpful?  Doesn't have to be reviewed by them “live”?  If so, will do.