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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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    Brad Porter
    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.

    Did the speakers come back on cleanly, or did they ‘crackle into life’?  

    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.

    Did the speakers come back on cleanly, or did they ‘crackle into life’?  

    Crackle into life is accurate. The sound started weird at first but then became clear.

    Brad Porter
    Enthusiast II
    May 31, 2022

    Crackle into life is accurate. The sound started weird at first but then became clear.

    Yep, I have had that as well.  When I was going through my diagnostics and had the problem I left it playing on a film and when I come back the subs were there, then the rears turned up later. But it was ‘struggling’ - like crackling into life. 

    leckie
    Contributor I
    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. 

    Ah sorry, I just assumed you were binging the latest one like me. You’re in for a treat, one of the best Atmos tracks I’ve encountered. 

    Jaap7
    Trending Lyricist I
    May 31, 2022

    1954170209

    Sound drop out 

    Brad Porter
    Enthusiast II
    May 31, 2022

    1954170209

    Sound drop out 

    @Jaap7 - did you also contact Sonos Support? 

    Nylon
    Enthusiast I
    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. 

    Support had me change out the HDMI cable to see if it was an issue with HDMI CEC interference that might be causing the dropouts/errors. I changed out the HDMI cable to a brand new cable however it did not alleviate the issue.

    Brad Porter
    Enthusiast II
    May 31, 2022

    Support had me change out the HDMI cable to see if it was an issue with HDMI CEC interference that might be causing the dropouts/errors. I changed out the HDMI cable to a brand new cable however it did not alleviate the issue.

    I have changed every single cable in my system, moved from Sonos wired to actual wired (i.e. all speaker connected via Ethernet) and nothing has helped. My next stage is to replace all the speakers! (And I know that is not the answer!)

      peterbault
      peterbault
      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. 

      possibly but its not a good test because it also eliminates certain formats like LPCM which maybe contributes to the issue who knows

        Simple Panda
        Enthusiast I
        May 31, 2022

        Support had me change out the HDMI cable to see if it was an issue with HDMI CEC interference that might be causing the dropouts/errors. I changed out the HDMI cable to a brand new cable however it did not alleviate the issue.

        I have changed every single cable in my system, moved from Sonos wired to actual wired (i.e. all speaker connected via Ethernet) and nothing has helped. My next stage is to replace all the speakers! (And I know that is not the answer!)

        Well, you could replace them with something other than Sonos. I’m not there myself, but I really can’t see myself buying any new Sonos gear going forward after this experience.  We have Sonos in every room and we’ve had Sonos for going to back to first-generation so this isn’t something I say lightly.

        To be honest, the primary use case in my household is HT (Arc, 2xOne, 1xSub) and AirPlay 2. I open the Sonos app to do software updates and change the settings. My wife never opens the Sonos app and I’m not sure she even has it installed despite using the Sonos speakers literally every day (AirPlay 2 streaming for her devices = so much easier).

        In 2022, there are so many other vendors who are shipping systems who check these boxes (Atmos HT w/ AirPlay 2, “smart speakers” with AirPlay 2, etc). With AirPlay 2, I don’t even need to replace my Sonos gear with gear from the same vendor. I can get the crazy new Sony Atmos speaker setup for the living room, a Bose speaker for the kitchen, a HomePod Mini for my bedside table, etc.

        Don’t get me wrong, I like my Sonos gear.

        But, the lack of any response on this is unacceptable at this point. I regularly see threads on Reddit (or other forums) where users are asking “Why is my sync going out all of a sudden?” or “Why is my sub suddenly cutting out?”

        This issue is obviously affecting many many more people than the folks in this thread who are discussing it directly.

        Would be really, really nice to get an official update from Sonos about this as well as a timeline for a fix.

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