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topilouf
Contributor I
April 23, 2022

Lost surround and sub ( after update ?)

  • April 23, 2022
  • 1604 replies
  • 81296 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

    Show previous replies
    Flo14000
    Flo14000
    Lyricist III
    May 2, 2022

    I may have a temporary solution for those who use the Apple TV. Since I deactivated the adaptation of the image to the content, I no longer have any loss of Sub and surrounds … 

    Flo14000
    Flo14000
    Lyricist III
    May 2, 2022

    false hope, it started again...

    kuwarrulz_11
    Enthusiast II
    May 2, 2022

    I may have a temporary solution for those who use the Apple TV. Since I deactivated the adaptation of the image to the content, I no longer have any loss of Sub and surrounds … 

    It’s a software defect, you would need to wait for Sonos to provide a permanent fix.

    peterbault
    peterbault
    Enthusiast II
    May 2, 2022

    Hi All

    Just to let you all know, we have now identified an issue whereby some Sonos Home Theatre satellites will experience audio interruptions after the latest 14.6 update.

    We are investigating the situation and hope to resolve it soon. At present, we have no further information to share.

    I hope this helps.

     

    Thank you for the update! 

      JohnnyDo123
      Lyricist III
      May 2, 2022

      Thanks for the update!  

      Simple Panda
      Enthusiast I
      May 2, 2022

      Ahh, good to see it’s a software issue. 

      I just moved and in my new place I setup my Sonos system fully wired. Ethernet to the surrounds (buried in a raceway), Ethernet to the sub, etc. Part of the setup involved updating to 14.6 and while everything worked, I would start getting “out of sync” sound on the rears and odd drop outs. 

      I disconnected all of the ethernet connections and it -appears- to have corrected itself but sometimes I can hear odd sync again in the rears (background music in a show is “phasey” sounding as the rears are clearly out of sync).

      It’s definitely more stable with everything in wm:0 / sonosnet but it absolutely shouldn’t be more stable than everything wired via ethernet with the wireless connectivity turned off. 

      Patiently waiting for 14.6.1, I suppose.

      Freddy45764
      Enthusiast II
      May 2, 2022

      Another possible temporary solution. I unplugged all HDMI connections and everything from power at the wall and sequentially plugged things back in and powered on.  I’ve been stable for 48 hours with no dropouts. Process was power router, power tv, connect Sonos Arc to tv (HDMI) and power on arc, power on sub, power on surrounds, connect Apple TV to tv (HDMI) and power on. I haven’t connected any other sources yet. I’ve watched fairly heavily for 48 hours with all kinds of content on Apple TV and haven’t had a single drop out. 

      peterbault
      peterbault
      Enthusiast II
      May 2, 2022

      FWIW I have 2 sonos arc systems in my house:

      living room:

      Sony A9G OLED

      Apple TV used for 100% of content, no other sources

      Sonos Arc, 2 Play:1s, 2 Subs

      frequently experience the issue while switching between different content formats (LPCM 5.1, Stereo PCM, etc)

      temp workaround: I’ve turned eARC off on my TV and set my Apple TV to output everything as Dolby Digital. with this set up I have not encountered the issue. I lose atmos this way but I can live with it until its fixed

       

      office/game room:

      LG CX OLED

      TV apps, PS5, Xbox Series X, Nintendo Switch

      Sonos arc, 2 play:1s, 1 sub

      I have not experienced the issue at all on this system curiously however I rarely switch frequently between different formats, its usually just long gaming sessions so there wouldn’t be much switching

        Simmz
        Prodigy I
        May 2, 2022

        2 years of no issues and now having to power cycle the arc once a day since new update. Not getting sound drop outs, but getting a audio delay of 1/2 seconds on my rears. 

        Airgetlam
        Airgetlam
        May 2, 2022

        Which seems to be a completely different issue than the one addressed by Corry above. What did Sonos say about it when you submitted a diagnostic and called in to talk to them?

        Bruce
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