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topilouf
Contributor I
April 23, 2022

Lost surround and sub ( after update ?)

  • 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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    1604 replies

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    azing
    azing
    Lyricist III
    May 31, 2022

    @azing - thanks for that.

    1. Is the connection of the ARC into the router, or plugged into an access point?
    2. Is your network running as a Mesh, or with Access Points all configured as the same SSID?
    1. Arc is connected to router (UDM Pro)
    2. APs connected to router with same SSID, no mesh. 
      Laurens2207
      Lyricist II
      May 31, 2022

      Same problem here, Arc, Sub, 2x one SL, Apple TV and Philips oled Television.

      Just came of the phone with Dutch customer service. No clue about the issue, couldn’t find much in the diagnostics I send them. Asked a lot about my wifi and started to blame it on the network…. Weird as I had no issues for 1.5 years until the update.

      Need to send them diagnostics next time the problem occurs.

      Brad Porter
      Enthusiast II
      May 31, 2022

      Same problem here, Arc, Sub, 2x one SL, Apple TV and Philips oled Television.

      Just came of the phone with Dutch customer service. No clue about the issue, couldn’t find much in the diagnostics I send them. Asked a lot about my wifi and started to blame it on the network…. Weird as I had no issues for 1.5 years until the update.

      Need to send them diagnostics next time the problem occurs.

      Looks like this is slowly growing as time goes by. 

      But yes, submit a diagnostics once you experience again and give them a call. The more we provide evidence, the better chance we have finally solving this once for an for all. (Hopefully). 

        LBJ2
        Lyricist III
        May 31, 2022

        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?

        I looked into this further. Seems only the newer seasons of Stranger Things are Dolby Atmos. I been catching up on the episodes in season 1 and they are 5.1 only. 

        Nylon
        Enthusiast I
        May 31, 2022

        Agreed but I didn’t get the sense I would get any further without so I’ll do it. 

        My view on this is Sonos are going through a process of isolation testing. There are two entry points into the ARC processor so this test may help understand whether this is Optical, HDMI or internal depending on testing outcome.

        However, it also does indicate that this investigation has not really progressed internally. Isolation testing is usually pretty early on in the process, and this recent request testing ask probably means they cannot locate root-cause at this stage. I was never asked to do this despite 2.5 hours of testing - so it’s very plausible they are circling back on isolation. 

        My understanding is that using an HDMI adapter doesn’t isolate the HDMI on the Arc in any way. All one is doing is using an HDMI to optical adapter. Fundamentally the HDMI port is still in use. Only on the TV end would the HDMI not be in use. Hence they are not isolating the HDMI on the Arc but the HDMI on the TV. Given the widespread scale of the issue on multiple hardware configs and brands it’s highly unlikely that so many people are simultaneously having issues with the HDMI ARC port on their TV.

        peterbault
        peterbault
        Enthusiast II
        May 31, 2022

        Agreed but I didn’t get the sense I would get any further without so I’ll do it. 

        My view on this is Sonos are going through a process of isolation testing. There are two entry points into the ARC processor so this test may help understand whether this is Optical, HDMI or internal depending on testing outcome.

        However, it also does indicate that this investigation has not really progressed internally. Isolation testing is usually pretty early on in the process, and this recent request testing ask probably means they cannot locate root-cause at this stage. I was never asked to do this despite 2.5 hours of testing - so it’s very plausible they are circling back on isolation. 

        My understanding is that using an HDMI adapter doesn’t isolate the HDMI on the Arc in any way. All one is doing is using an HDMI to optical adapter. Fundamentally the HDMI port is still in use. Only on the TV end would the HDMI not be in use. Hence they are not isolating the HDMI on the Arc but the HDMI on the TV. Given the widespread scale of the issue on multiple hardware configs and brands it’s highly unlikely that so many people are simultaneously having issues with the HDMI ARC port on their TV.

        the only thing using the optical adapter would do is eliminate HDMI-CEC as a factor and also limit it to certain formats (no LPCM 5.1, etc)

        Brad Porter
        Enthusiast II
        May 31, 2022

        My understanding is that using an HDMI adapter doesn’t isolate the HDMI on the Arc in any way. All one is doing is using an HDMI to optical adapter. Fundamentally the HDMI port is still in use. Only on the TV end would the HDMI not be in use. Hence they are not isolating the HDMI on the Arc but the HDMI on the TV. Given the widespread scale of the issue on multiple hardware configs and brands it’s highly unlikely that so many people are simultaneously having issues with the HDMI ARC port on their TV.

        I was talking to using an optical cable - which is what I think Solons want to use for the next level of testing. I do agree though, the HDMI is still going to be plugged into the TV.  But without knowing what they are trying to isolate, I am not sure what they are trying to achieve. 

        I do know that this is pretty heartbreaking and many weekends have gone by for many of us where movie night has become fraught with the fear of a cut-out. 

        Brad Porter
        Enthusiast II
        May 31, 2022

        Sorry, the arc does not have an optical port.  I am being an idiot. 

          Brad Porter
          Enthusiast II
          May 31, 2022

          the only thing using the optical adapter would do is eliminate HDMI-CEC as a factor and also limit it to certain formats (no LPCM 5.1, etc)

          Maybe this lines up with the CEC errors they saw when taking my diagnostics? i.e. they are trying to rule that in or out of the picture. 

          arcosin
          Enthusiast II
          May 31, 2022

          I noticed something new today. After the issue happens, it looks like playing music (through spotify for example) for a few minutes brings the rears and sub back. I’m not sure what it means though. The issue happened to me twice today and this method fixed it on both times.

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