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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Rei0423

Contributor I

I am a SONOS system owner based in Singapore. I have 1 x SONOS ARC, 2 x SONOS SUB GEN3, 2 x SONOS ONE as surround speakers and 1 x SONOS Boost.

My issue started initially when I connected my entire SONOS system to my wifi router in the same room. The surround speakers had been cutting in and out. To solve this issue, I got a SONOS Boost. The SONOS Boost is connected wired to my wifi router and my ARC, SUB and ONE connect to the Boost. This solution had been working almost flawlessly until I start experiencing total drop out of my SUB and rear surround speakers since April this year. The drop out never recover itself and I have to factory reset the Boost and reconnect the entire system back to it to get back the surround speakers and subs.

I realized my surround speakers and subs drop out permanently whenever I had switched from live TV to netflix or to my PS5. whenever there is a change of audio codec, the dropout issue will occur. I had been very sick and distress in dealing with this issue which was never fixed with the updated firmware. I had to keep factory reset my SONOS Boost to recover the surround speakers and SUB.

I am getting quite pissed and considering to sell off my entire SONOS system to someone at lower price if the issue is not fixed any time soon. Planning to get the SONY HT-A9 for my theatre sound system instead. I am wordless to express the frustration and disappointment I have in SONOS product. Don’t think will be getting any in the near future.

Ken_Griffiths

I am a SONOS system owner based in Singapore. I have 1 x SONOS ARC, 2 x SONOS SUB GEN3, 2 x SONOS ONE as surround speakers and 1 x SONOS Boost.

My issue started initially when I connected my entire SONOS system to my wifi router in the same room. The surround speakers had been cutting in and out. To solve this issue, I got a SONOS Boost. The SONOS Boost is connected wired to my wifi router and my ARC, SUB and ONE connect to the Boost. This solution had been working almost flawlessly until I start experiencing total drop out of my SUB and rear surround speakers since April this year. The drop out never recover itself and I have to factory reset the Boost and reconnect the entire system back to it to get back the surround speakers and subs.

I realized my surround speakers and subs drop out permanently whenever I had switched from live TV to netflix or to my PS5. whenever there is a change of audio codec, the dropout issue will occur. I had been very sick and distress in dealing with this issue which was never fixed with the updated firmware. I had to keep factory reset my SONOS Boost to recover the surround speakers and SUB.

I am getting quite pissed and considering to sell off my entire SONOS system to someone at lower price if the issue is not fixed any time soon. Planning to get the SONY HT-A9 for my theatre sound system instead. I am wordless to express the frustration and disappointment I have in SONOS product. Don’t think will be getting any in the near future.

Did you follow the suggestions given by the Sonos Staff in answer to this thread, that is to submit a Sonos diagnostic report within 10 minutes of experiencing the issue and contacting the Support Staff via the link provided. If so, what was the outcome of your contact with Sonos Support?

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.

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

I haven’t, the fact that I get the Dolby Vision pop up makes me almost sure that it’s involved somehow. If everything goes to **** again I’ll give it a try, but don’t want to mess with anything at the moment. Hosting a movie night Friday and hoping I can stumble on something that will get me through that at least (or if a fix could come through in the next 48 hours that would great @Sonos)

*****Moderator Note: Modified in accordance with the Community Code of Conduct.*

peterbault

Enthusiast II

anyone added the new sonos voice assistant to see if it fixes the issue? 😅

A

arcosin

Enthusiast II

Do you also sometimes hear dialogue from the rears instead from the arc?

peterbault

Enthusiast II

I just set up “hey sonos” and what's interesting is that it said my sonos needed “an update” to do it so I exited out of the wizard and checked for updates but there was nothing. went back to set up hey sonos did the “update” and there was a spinner with info about the new feature but I’m not sure what the update actually did. it didn’t do the usual thing where the status light blinks orange and white

melvimbe

I just set up “hey sonos” and what's interesting is that it said my sonos needed “an update” to do it so I exited out of the wizard and checked for updates but there was nothing. went back to set up hey sonos did the “update” and there was a spinner with info about the new feature but I’m not sure what the update actually did. it didn’t do the usual thing where the status light blinks orange and white

The update is on the speaker you’re adding Sonos Voice Control (SVC) only, it’s not an entire system firmware update. You have to do the update on every speaker you want to use with SVC, and your system (not sure about specific speaker) won’t stop playing during the update.

Danny

peterbault

Enthusiast II

I just set up “hey sonos” and what's interesting is that it said my sonos needed “an update” to do it so I exited out of the wizard and checked for updates but there was nothing. went back to set up hey sonos did the “update” and there was a spinner with info about the new feature but I’m not sure what the update actually did. it didn’t do the usual thing where the status light blinks orange and white

The update is on the speaker you’re adding Sonos Voice Control (SVC) only, it’s not an entire system firmware update. You have to do the update on every speaker you want to use with SVC, and your system (not sure about specific speaker) won’t stop playing during the update.

interesting thanks for the info. I may try adding it to my problematic system just to see if it inadvertently fixes anything

melvimbe

I just set up “hey sonos” and what's interesting is that it said my sonos needed “an update” to do it so I exited out of the wizard and checked for updates but there was nothing. went back to set up hey sonos did the “update” and there was a spinner with info about the new feature but I’m not sure what the update actually did. it didn’t do the usual thing where the status light blinks orange and white

The update is on the speaker you’re adding Sonos Voice Control (SVC) only, it’s not an entire system firmware update. You have to do the update on every speaker you want to use with SVC, and your system (not sure about specific speaker) won’t stop playing during the update.

interesting thanks for the info. I may try adding it to my problematic system just to see if it inadvertently fixes anything

It would be shocking it it did. In fact, for a HT setup with Sonos Ones (not SL) and Arc/Beam, you have to specify which speaker you want to install SVC, and it appears that only speaker get the firmware update. In my case, the right rear speaker has SVC, Arc and left rear do not.

Danny

peterbault

Enthusiast II

I just set up “hey sonos” and what's interesting is that it said my sonos needed “an update” to do it so I exited out of the wizard and checked for updates but there was nothing. went back to set up hey sonos did the “update” and there was a spinner with info about the new feature but I’m not sure what the update actually did. it didn’t do the usual thing where the status light blinks orange and white

The update is on the speaker you’re adding Sonos Voice Control (SVC) only, it’s not an entire system firmware update. You have to do the update on every speaker you want to use with SVC, and your system (not sure about specific speaker) won’t stop playing during the update.

interesting thanks for the info. I may try adding it to my problematic system just to see if it inadvertently fixes anything

It would be shocking it it did. In fact, for a HT setup with Sonos Ones (not SL) and Arc/Beam, you have to specify which speaker you want to install SVC, and it appears that only speaker get the firmware update. In my case, the right rear speaker has SVC, Arc and left rear do not.

yup agree I am just desperate at this point

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