Contributor I

Lost surround and sub ( after update ?)

Forum|Forum|4 years ago
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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F

Foxis

Enthusiast II

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.

@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.

Audio system prop is off and sound mode sync on. However, they do not seem to make a difference. That game changer is lowering the format targets on the Apple TV and the Bravia as described in my post.

My suspicion is that the Arc does not handle the interruptions in the higher Bitrate streams from the Apple TV. It is always triggered (for me) by rapid stop/resumes in the audio, for example when switching previews on the Apple TV on Netflix or switching spatial music tracks.

Something goes wrong in the Arc or between the Arc and surrounds and this isn’t resolved until the Arc is forced to reset. It then works until a higher Bitrate 5.1 stream is interrupted again.

i am still hoping for a fix, but the tech rep has gone awefulky quiet… :/

F

Foxis

Enthusiast II

And just to recap: I can work around the problem by lowering the audio format to 16 bit Dolby 5.1 on the Apple TV and Dolby Digital (not plus) output on the Bravia. No problem for several days now. None.

Again, not happy since I dislike having to lower the settings so I am still pestering Sonos.

B

Bloodforge

Lyricist III

Strangely, I haven’t experienced the issue since I turned “match screen and sound” to “bypass” on all the inputs on my LG C1 a few days ago.

edit: lmao I post that and then I immediately lose surround and subs

F

Freddy45764

Enthusiast II

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.

@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.

Audio system prop is off and sound mode sync on. However, they do not seem to make a difference. That game changer is lowering the format targets on the Apple TV and the Bravia as described in my post.

My suspicion is that the Arc does not handle the interruptions in the higher Bitrate streams from the Apple TV. It is always triggered (for me) by rapid stop/resumes in the audio, for example when switching previews on the Apple TV on Netflix or switching spatial music tracks.

Something goes wrong in the Arc or between the Arc and surrounds and this isn’t resolved until the Arc is forced to reset. It then works until a higher Bitrate 5.1 stream is interrupted again.

i am still hoping for a fix, but the tech rep has gone awefulky quiet… :/

I’m thinking along these lines too

peterbault

Enthusiast II

Strangely, I haven’t experienced the issue since I turned “match screen and sound” to “bypass” on all the inputs on my LG C1 a few days ago.

edit: lmao I post that and then I immediately lose surround and subs

Every time

B

Brad Porter

Enthusiast II

Hi All,

Well, I have had a strange weekend.

After admitting defeat, I unwired most of my Sonos kit and turned it back to a near previous state. I reintroduced my Boost (wired to the Router) BUT kept the ARC wired into the router as well. (Previously, the ARC was never left wired, it was only the Boost which connected all speakers by SonosNET). The rest of the speakers were put back onto SonosNET via the Boost. My rationale was that the system had an intermittent issue no matter how I had it configured, so tidied up the room to free the many exposed wires.

The thing is that I have been watching films and TV since Friday night, flicking around trying to replicate the issue (which usually only took under an hour) but some stability seems to have been introduced back in for reasons I do not understand. I have gone from interrupted Sub/Surround sound on nearly an hourly basis (or at least easy enough to coax into an issue) to nothing since Friday night.

I have no idea what this means or whether this is going to occur again the minute I hit send. It is just such a strange and intermittent issue that I really cannot put my finger on it.

My case is still open with Sonos Engineering and will be actively asking for updates from Tuesday this week.

Regards,

Brad

L

LBJ2

Lyricist III

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.

Interesting. My 2nd system with an LG CX and PS5 I haven’t experienced the issue yet. May I ask if you have HDMI CEC enabled on your PS5?

Yes, CEC is enabled for my PS5.

I’m curious if it helps at all to turn it off on the PS5.

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.

Thanks for testing that. At this point I’m just really confused why I experience the issue on my living room system but not my game room system

I wonder why I don't have any of these problems discussed in this thread. I specifically checked again last night, ARC ( Costco version) w/ Gen 3 Sub and a pair of One SLs all working as they should and I've been keeping up with the firmware/Sonos App updates. However, I will not be resetting anything or running Trueplay again until Sonos gets this sorted out since everything is working just fine for me as is...just incase 😉

FWIW, I’m also using the Apple TV 4K 2021 and keeping up with tvOS firmware updates. This Apple TV for me has been trouble free since day one and I stream 4K, DV, Dolby Atmos, IMAX Enhanced regularly.

W

W Lehmberg

Enthusiast II

I had to reset everything again on Friday at noon (27th). I did notice when things went south again and I lost sound on Ones and Subs that one surround and a sub had reassigned themselves to the satellite I have I basement 5ghz. Previously everything showed as bonded to the Arc. This happened once before, but it’s not always reproducible.

Powered everything off, left it alone for 10 minutes, rebooted router and modem, but left the satellite unplugged - I have a Asus Zenwifi AX 6600 two-pack mesh. Powered up the tv and Arc first and verified they were connected. Powered up subs and Ones. Everything in Sonos app was as before (14.8.1), Trueplay on, my custom settings, etc. Working as should.

It’s now Sunday and I haven’t had a dropout - Been changing apps/channels with different audio on Roku tv. Still have my Apple TV 4K disconnected, powered off, but that didn’t make a difference before, so I don’t think that matters (for me - switching inputs YMWV).

Not sure what is going on, but I since I removed the satellite it’s just working, and I’ve been actively trying to mess it up. Streamed all day Saturday going from Pluto, Hulu, Paramount+, Amazon, Disney+

Hasn’t dropped once - Dolby PCM multichannel 2.0 and 5.1 to Atmos and back. Just working as should.

Not going to jinx it by plugging in satellite and still not convinced that is the problem. But will report that “maybe” this matters in some way. Not really helpful, I know - just trying to figure it out.

F

Freddy45764

Enthusiast II

FWIW, I’m also using the Apple TV 4K 2021 and keeping up with tvOS firmware updates. This Apple TV for me has been trouble free since day one and I stream 4K, DV, Dolby Atmos, IMAX Enhanced regularly.

I have 2 Apple TVs (one for vpn) and don’t seem to have much trouble with the 2021 version. Whenever I also connect the older Apple TV 4K I get all the issues. I’m not sure if it’s simply connecting any 2 sources, 2 Apple TVs specifically, or if the older Apple TV 4K is where all the problems come from for me.

F

Freddy45764

Enthusiast II

I had to reset everything again on Friday at noon (27th). I did notice when things went south again and I lost sound on Ones and Subs that one surround and a sub had reassigned themselves to the satellite I have I basement 5ghz. Previously everything showed as bonded to the Arc. This happened once before, but it’s not always reproducible.

Powered everything off, left it alone for 10 minutes, rebooted router and modem, but left the satellite unplugged - I have a Asus Zenwifi AX 6600 two-pack mesh. Powered up the tv and Arc first and verified they were connected. Powered up subs and Ones. Everything in Sonos app was as before (14.8.1), Trueplay on, my custom settings, etc. Working as should.

It’s now Sunday and I haven’t had a dropout - Been changing apps/channels with different audio on Roku tv. Still have my Apple TV 4K disconnected, powered off, but that didn’t make a difference before, so I don’t think that matters (for me - switching inputs YMWV).

Not sure what is going on, but I since I removed the satellite it’s just working, and I’ve been actively trying to mess it up. Streamed all day Saturday going from Pluto, Hulu, Paramount+, Amazon, Disney+

Hasn’t dropped once - Dolby PCM multichannel 2.0 and 5.1 to Atmos and back. Just working as should.

Not going to jinx it by plugging in satellite and still not convinced that is the problem. But will report that “maybe” this matters in some way. Not really helpful, I know - just trying to figure it out.

This has been my behaviour as well. Whenever I do a big reset/reboot of everything I get stability for an extended period of time. For me as long as I don’t connect more sources than just my apple 4K 2021, I won’t ever get a dropout. As soon as I try to connect another source, dropouts will start to occur frequently.

If you make a change to your system to try to improve stability, I think it’s important to do a big reboot/reset of everything to fully clear whatever errors are present.

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