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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P

PeterYo

Lyricist III

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.

Honestly just some kind of acknowledgment would be amazing in and of itself. Even if there is no timeline for a fix. Because as it stands right now, I have about $1100 worth of useless gear and it’s making me nervous that it’ll stay useless given that it’s been a really long time with these issues

C

Chris85

Contributor I

So again, had this happen today for 3 times already. Tomorrow i’ll be submitting reports as well.

However…

Does anyone know if returns are possible considering i got a worthless sub and 2 Sl because of their software?

The 100 days have passed.

A

arcosin

Enthusiast II

I talked to the support earlier today and I was asked to reconnect the HDMI cable and see if it happens again. Now I just contacted support again and the guy I was talking to has never heard of this issue and as usual blamed my network.

It took 30 minutes just for him to escalate my case.

This is a nightmare I wouldn’t wish on my worst enemy.

peterbault

Enthusiast II

almost to a thousand replies in here

C

CKALOTS

Enthusiast II

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.

I resent my Sonos gear, I am embarrassed I purchased such garbage. They have our money and they don’t care. New products being pushed out with the code that broke our systems, so there is no way they are rolling it back to when this worked. This is my first Sonos experience and I have been taking to social media brining up this 3 month and counting problem. I am telling as many people that will listen this is an unreliable company that doesn't stand behind what they sell. My system is past the 30 day return date. I’m stuck with something that doesn’t work. Even if they figure this out, why would I buy more of their products if this is how they treat their customers? I would give it all back and move to something else in a heartbeat if I could. Not only do they not stand behind their product, they play little games by getting us to reset our routers and plugging and unplugging HDMI cables… Just stop and own what you’ve done. If people want a full refund, give it to them. Those of you that want to hang around just incase they fix it, have fun with that.

C

CKALOTS

Enthusiast II

I talked to the support earlier today and I was asked to reconnect the HDMI cable and see if it happens again. Now I just contacted support again and the guy I was talking to has never heard of this issue and as usual blamed my network.

It took 30 minutes just for him to escalate my case.

This is a nightmare I wouldn’t wish on my worst enemy.

And this is where they are at. “Have you tried unplugging and plugging it in?” 100 days and counting

A

arcosin

Enthusiast II

I talked to the support earlier today and I was asked to reconnect the HDMI cable and see if it happens again. Now I just contacted support again and the guy I was talking to has never heard of this issue and as usual blamed my network.

It took 30 minutes just for him to escalate my case.

This is a nightmare I wouldn’t wish on my worst enemy.

And this is where they are at. “Have you tried unplugging and plugging it in?” 100 days and counting

It was escalated to an L3 engineer. I’m sure nothing will come of it.

C

CKALOTS

Enthusiast II

I talked to the support earlier today and I was asked to reconnect the HDMI cable and see if it happens again. Now I just contacted support again and the guy I was talking to has never heard of this issue and as usual blamed my network.

It took 30 minutes just for him to escalate my case.

This is a nightmare I wouldn’t wish on my worst enemy.

And this is where they are at. “Have you tried unplugging and plugging it in?” 100 days and counting

It was escalated to a L3 engineer. I’m sure nothing will come of it.

LMAO

B

Brad Porter

Enthusiast II

LMAO

I am not laughing at all. I am actually becoming increasingly frustrated.

C

CKALOTS

Enthusiast II

I’m not either. Do you really think I’m laughing at my money being tied up in a system that doesn’t work? They definitely have the M O of letting this go by the wayside. Take to social media, tag every little cutesy review about their new products and link back to this thread. Tag Patrick Spence… anything to bring attention to this problem. I’m not here to troll any of you or pick fights. I want us to collectively use our voices in social media to bring attention to something this company is essentially ignoring.

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