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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peterbault

Enthusiast II

I just got the issue mid-show

F

Freddy45764

Enthusiast II

Which version Apple TV? Just curious

Currently running off a Gen 2. Scared to plug the Gen 1 back in!

Thanks, just thought it was worth eliminating

F

Freddy45764

Enthusiast II

@peterbault it seems like you’ve tried everything without much luck making your system any more stable. Just wondering, and you’ve likely already answered this, but have you tried unplugging everything and doing a reboot/reset of all equipment and then not connecting any source devices at all? Just curious if you still get the dropouts on internal tv apps with no other sources connected after doing a big reset. I was going to try this myself but since I can get my system to be stable with my one Apple TV connected, I didn’t think it would tell me anything. Trying to figure out if a source device must be present or can this issue occur between just Sonos system and tv?

peterbault

Enthusiast II

@peterbault it seems like you’ve tried everything without much luck making your system any more stable. Just wondering, and you’ve likely already answered this, but have you tried unplugging everything and doing a reboot/reset of all equipment and then not connecting any source devices at all? Just curious if you still get the dropouts on internal tv apps with no other sources connected after doing a big reset. I was going to try this myself but since I can get my system to be stable with my one Apple TV connected, I didn’t think it would tell me anything. Trying to figure out if a source device must be present or can this issue occur between just Sonos system and tv?

I’ve done a full reset but I haven’t tried the tv apps. I can get my system stable by turning off eArc even with Apple TV

F

Freddy45764

Enthusiast II

@peterbault it seems like you’ve tried everything without much luck making your system any more stable. Just wondering, and you’ve likely already answered this, but have you tried unplugging everything and doing a reboot/reset of all equipment and then not connecting any source devices at all? Just curious if you still get the dropouts on internal tv apps with no other sources connected after doing a big reset. I was going to try this myself but since I can get my system to be stable with my one Apple TV connected, I didn’t think it would tell me anything. Trying to figure out if a source device must be present or can this issue occur between just Sonos system and tv?

I’ve done a full reset but I haven’t tried the tv apps. I can get my system stable by turning off eArc even with Apple TV

Right forgot about that. My gut still tells me a source device other than the tv has to be connected for this to occur but interested if anyone can contradict that

A

arcosin

Enthusiast II

@peterbault it seems like you’ve tried everything without much luck making your system any more stable. Just wondering, and you’ve likely already answered this, but have you tried unplugging everything and doing a reboot/reset of all equipment and then not connecting any source devices at all? Just curious if you still get the dropouts on internal tv apps with no other sources connected after doing a big reset. I was going to try this myself but since I can get my system to be stable with my one Apple TV connected, I didn’t think it would tell me anything. Trying to figure out if a source device must be present or can this issue occur between just Sonos system and tv?

I’ve done a full reset but I haven’t tried the tv apps. I can get my system stable by turning off eArc even with Apple TV

Right forgot about that. My gut still tells me a source device other than the tv has to be connected for this to occur but interested if anyone can contradict that

I’m pretty sure I saw several reports on Reddit of people having the issue with internal apps only. I could be wrong though.

A

arcosin

Enthusiast II

It’s weird. I didn’t have a problem either since Friday. Didn’t change anything except for a power cycle on that day.

Sub just stopped working.

F

Freddy45764

Enthusiast II

@peterbault it seems like you’ve tried everything without much luck making your system any more stable. Just wondering, and you’ve likely already answered this, but have you tried unplugging everything and doing a reboot/reset of all equipment and then not connecting any source devices at all? Just curious if you still get the dropouts on internal tv apps with no other sources connected after doing a big reset. I was going to try this myself but since I can get my system to be stable with my one Apple TV connected, I didn’t think it would tell me anything. Trying to figure out if a source device must be present or can this issue occur between just Sonos system and tv?

I’ve done a full reset but I haven’t tried the tv apps. I can get my system stable by turning off eArc even with Apple TV

Right forgot about that. My gut still tells me a source device other than the tv has to be connected for this to occur but interested if anyone can contradict that

I’m pretty sure I saw several reports on Reddit of people having the issue with internal apps only. I could be wrong though.

Ya there have definitely been users who get the dropouts on internal tv apps. That’s been leading most of those users to speculate the dropouts are related to audio format changes. What I’m not sure is whether they have any other sources connected.

After a week of no dropouts, I plugged in a second source and without even switching inputs to the new device, got a dropout the very next time I changed content still on the first device. That had me feeling like it’s source related. Just trying to isolate if anyone has gotten this on internal apps with literally no other devices connected

B

Brad Porter

Enthusiast II

After a week of no dropouts, I plugged in a second source and without even switching inputs to the new device, got a dropout the very next time I changed content still on the first device. That had me feeling like it’s source related. Just trying to isolate if anyone has gotten this on internal apps with literally no other devices connected

I think (for this at least) this is why they might be fixating on CEC during my diagnostics.

I never have a drop out mid film. Only when switching between sources (of some description) and then the subs/rears drop the minute I start playing on that new source. For this distinct issue, I guess it could be related to CEC and not directing the sound properly. Although, I am sadly weak in my deep understanding of CEC…….

F

Freddy45764

Enthusiast II

After a week of no dropouts, I plugged in a second source and without even switching inputs to the new device, got a dropout the very next time I changed content still on the first device. That had me feeling like it’s source related. Just trying to isolate if anyone has gotten this on internal apps with literally no other devices connected

I think (for this at least) this is why they might be fixating on CEC during my diagnostics.

I never have a drop out mid film. Only when switching between sources (of some description) and then the subs/rears drop the minute I start playing on that new source. For this distinct issue, I guess it could be related to CEC and not directing the sound properly. Although, I am sadly weak in my deep understanding of CEC…….

When I was at work on Friday I was on with chat support to see if I could schedule time for tomorrow with some level of escalated support because I’ll be home alone and off work. They told me no but said they could see I’ve been at this a while and tried lots of stuff and if I call in I could probably get escalated pretty quickly. I’ve set aside some time tomorrow to see how far I can get

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