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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B

Brad Porter

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.

Wow - I really upset someone.

C

CKALOTS

Enthusiast II

Nothing to do with you Bradley. I'm upset with Sonos you Muppet

G

Greanhouse

Contributor I

Didn't the issue manifest after a software/firmware update?

Why can't they just roll back until sorted?

P

PeterYo

Lyricist III

Didn't the issue manifest after a software/firmware update?

Why can't they just roll back until sorted?

Because they’ve released products since the update that have never been on an older version; that’s the theory anyways

P

PeterYo

Lyricist III

So a small update that may mean absolutely nothing, but I managed to get through an entire episode of Stranger Things, roughly 70 minutes with absolutely no issues. The catch; I turned off Dolby Vision and set the Apple TV’s audio output to Dolby Digital 5.1. Not sure if this fix will work forever, but this is the longest I’ve gone without something breaking in some time. I’m running an LG C9 with a 2021 Apple TV 4K, using the right HDMI cables, HDMI 2.1 on all inputs and the Arc hooked up via eArc. I didn’t adjust any settings on the TV. Here are the exact settings on the Apple TV:

Video:

Format - 4K SDR

Match Content - Frame Rate, ON; Dynamic Range, OFF

Audio:

Audio Format - Change Format, ON; New Format, Dolby Digital 5.1

The sound is definitely bloated and not as precise as full Atmos, and I miss the hell out of Dolby Vision, but things seem to be usable for now. The reason I changed the settings I did: I noticed that there were moments where my system would play no audio whatsoever and then come sputtering back to life. Some of the times when that happened, the Dolby Vision notification would pop up on my TV, even though the video was still continuously playing. That made me think something was happening with Dolby Vision/Atmos. I could be totally off but it’s working for now. Small bonus, Dolby Digital gets you a boost in volume over LPCM. Hope this keeps working and helps everyone else.

A

arcosin

Enthusiast II

There should be an update today for the new voice assistant, right? Maybe a fix is in it too

peterbault

Enthusiast II

So a small update that may mean absolutely nothing, but I managed to get through an entire episode of Stranger Things, roughly 70 minutes with absolutely no issues. The catch; I turned off Dolby Vision and set the Apple TV’s audio output to Dolby Digital 5.1. Not sure if this fix will work forever, but this is the longest I’ve gone without something breaking in some time. I’m running an LG C9 with a 2021 Apple TV 4K, using the right HDMI cables, HDMI 2.1 on all inputs and the Arc hooked up via eArc. I didn’t adjust any settings on the TV. Here are the exact settings on the Apple TV:

Video:

Format - 4K SDR

Match Content - Frame Rate, ON; Dynamic Range, OFF

Audio:

Audio Format - Change Format, ON; New Format, Dolby Digital 5.1

The sound is definitely bloated and not as precise as full Atmos, and I miss the hell out of Dolby Vision, but things seem to be usable for now. The reason I changed the settings I did: I noticed that there were moments where my system would play no audio whatsoever and then come sputtering back to life. Some of the times when that happened, the Dolby Vision notification would pop up on my TV, even though the video was still continuously playing. That made me think something was happening with Dolby Vision/Atmos. I could be totally off but it’s working for now. Small bonus, Dolby Digital gets you a boost in volume over LPCM. Hope this keeps working and helps everyone else.

Have you tried leaving Dolby vision enabled while sticking with DD5.1?

peterbault

Enthusiast II

There should be an update today for the new voice assistant, right? Maybe a fix is in it too

I believe 14.8 included the new voice assistant but it’s not enabled yet. I’d imagine they can enable it server side

B

Brad Porter

Enthusiast II

Nothing to do with you Bradley. I'm upset with Sonos you Muppet

🤣 Yeah, I know. It is pretty much a nightmare without an end in sight.

I did reach out to Sonos Support last night (chat) and explained that my case is not progressing, and no one from Engineering is getting back to me. They apologised and assured me they will be working on the case and I will hear something soon.

The minute I hear something I'll post. And I hope that is sooner than later.

azing

Lyricist III

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.

I agree with this. We’re clearly being ignored by keeping this on the forum considering it’s been over a month with 900+ replies and we don't even have an acknowledgment of the problem.

We need to make more noise.

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