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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LBJ2

Lyricist III

I’ve been experiencing this issues too, I normally don’t post on forums like this but I love my Sonos stuff and this has been such a bummer. I’m running a 2021 Apple TV 4K with LG C9 (and Arc with Sub and surrounds). Not only do I lose the surrounds and sun occasionally/they fall out of sync, but I’ll also lose sound entirely every now and then for 2-3 seconds. Totally takes you out of whatever you’re watching. I have noticed that there are times when the sound cuts out, that the Dolby Vision notification from my TV pops up. It doesn’t happened every time, but that leads me to believe that something somewhere is losing connection for a brief moment and is messing things up. I’ve also noticed that I get the issues most when watching something with Dolby Vision/Atmos. For instance, I’ve been watching Stranger Things and will get weird issues at least 4-5 times throughout and episode. I’ve also been watching Better Call Saul (amazing show by the way) and won’t have any issues for an entire episode at a time. Oddly, I also watched the first two episodes of Obi Wan Kenobi on Disney+ and had 0 issues then too. I’m really hoping a fix is incoming this week, I’m hosting a movie night on Friday.

I tried to watch Stranger Things with my C9’s built in audio and it’s awful…I’ve been spoiled by my Sonos system and I’m super bummed at what’s been going on.

Thanks to my kids pushing me to catch up on Stranger Things so we could all watch the latest season together, I started the binge yesterday. Made it through first four episodes season 1.

Streaming this series from Netflix app from the Apple TV 4K 2021 in 4K to my LG CX TV, Sonos Arc, Gen 3 Sub, pair One SLs all working as intended. I didn't notice any drop outs or disconnects. Signal displayed as Multichannel PCM 7.1 on the Sonos app since I have my TV sound/audio set to “pass through mode”

I do have the Costco version of the ARC which means it is a microphone-free version of the Arc sound bar ( no voice control built in). But not sure if there are any other internal hardware differences.

FWIW, I am running a backward compatible Wifi 6 Asus Mesh Network in my house. With the ASUS ZenWiFi AX6600. * This is an awesome setup BTW, one of the most power WIFIs + signal I've ever experienced in every corner of my home.

I also keep up with all firmware updates across my devices. But as I commented previously, I haven’t reset or retuned ( Trueplay) my Sonos 5.1.4 system since I started to read about some having disconnect problems and I'll hold off on the for now.

I think there might be an issue with your setup somewhere as you should be receiving Atmos for that. Potentially don’t have Atmos enabled on your AppleTV?

@ leckie

I do have Atmos enabled on my ATV. “Stranger Things” on Netflix is not available in Dolby Atmos, at least not in my region. 5.1 only.

F

Freddy45764

Enthusiast II

Made time to work with Sonos support this morning. Couldn’t reproduce the issue live with them. Haven’t been able to reproduce since I got off the call either. Tried everything. Isn’t that the way it always is. Maybe if I post here that I think the issue is fixed, it’ll reoccur and I can submit a diagnostic 🤦‍♂️

N

Nylon

Enthusiast I

Made time to work with Sonos support this morning. Couldn’t reproduce the issue live with them. Haven’t been able to reproduce since I got off the call either. Tried everything. Isn’t that the way it always is. Maybe if I post here that I think the issue is fixed, it’ll reoccur and I can submit a diagnostic 🤦‍♂️

Surprising. At this point most people seem to know how to trigger the issue on demand given their particular setup.

F

Freddy45764

Enthusiast II

Made time to work with Sonos support this morning. Couldn’t reproduce the issue live with them. Haven’t been able to reproduce since I got off the call either. Tried everything. Isn’t that the way it always is. Maybe if I post here that I think the issue is fixed, it’ll reoccur and I can submit a diagnostic 🤦‍♂️

Surprising. At this point most people seem to know how to trigger the issue on demand given their particular setup.

Thought I did too but I’ve reconnected all my source devices and jumping back and forth content, source, different audio formats etc. I’m sure it’ll come back.

azing

Lyricist III

After keeping up with this issue for weeks and worrying when/if it’ll hit me, it finally has.

Sub and surrounds dropping out.

Such a shame this hasn’t been fixed yet or allowing us to roll back to a stable version.

Ken_Griffiths

After keeping up with this issue for weeks and worrying when/if it’ll hit me, it finally has.

Sub and surrounds dropping out.

Such a shame this hasn’t been fixed yet or allowing us to roll back to a stable version.

If you do encounter the issue again, at any point, it might help the Support Staff if can submit a Sonos System Diagnostic Report (asap/within 10 minutes) and then contact/chat to them via this LINK

HTH

B

Brad Porter

Enthusiast II

After keeping up with this issue for weeks and worrying when/if it’ll hit me, it finally has.

Sub and surrounds dropping out.

Such a shame this hasn’t been fixed yet or allowing us to roll back to a stable version.

Really sorry to hear that @azing - we would not wish this on anyone.

Ken is correct, you should submit a diagnostic and then contact support. This will both show a growing issue and also provide more data to allow Sonos Engineering to triangulate the issue.

B

Brad Porter

Enthusiast II

After keeping up with this issue for weeks and worrying when/if it’ll hit me, it finally has.

Sub and surrounds dropping out.

Such a shame this hasn’t been fixed yet or allowing us to roll back to a stable version.

I also find this amazing. Azing has not had the problem for weeks and them suddenly it turns up. I just dont understand this issue or even able to fathom the trigger. I have had one drop out since Friday (yes, it did occur again!) but before it was just all the time.

My head hurts. I can't even place my finger anywhere near where the problem could be!