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
Also, this is the status of my system,
I am currently not getting sounds from the back speakers and cannot see any network issues.
Everyone see a problem?
Perhaps contact Sonos Support as suggested in the answer shown to this thread and provide them with any diagnostic report references obtained and see what the Staff say.
Perhaps contact Sonos Support as suggested in the answer shown to this thread and provide them with any diagnostic report references obtained and see what the Staff say.
Yep, done that multiple tines (5 diagnostics) and no resolution.
Also, this is the status of my system,
I am currently not getting sounds from the back speakers and cannot see any network issues.
Everyone see a problem?
Where do you get this information from? I am going to phone Sonos as they have requested but unfortunately only open 9-5 Mon to Fri, difficult when i am at work
Where do you get this information from? I am going to phone Sonos as they have requested but unfortunately only open 9-5 Mon to Fri, difficult when i am at work
Go to:
http://XXX.XXX.XXX.XXX:1400/support/review via a browser, replacing XXX with your IP of the Sonos device found in the App under About My System.
Then click on Network Matrix
Perhaps contact Sonos Support as suggested in the answer shown to this thread and provide them with any diagnostic report references obtained and see what the Staff say.
Yep, done that multiple tines (5 diagnostics) and no resolution.
What did the Staff say when you spoke to them, was anything seen at all in your diagnostic reports? Anything said about your elected STP root bridge?
What did the Staff say when you spoke to them, was anything seen at all in your diagnostic reports? Anything said about your elected STP root bridge?
Sadly not, they said they were seeing network congestion and we went through a whole process of changing channels etc. They then wanted me to reboot all my network/sonos devices (for a second time) but could not as people were using it to work.
I have an open case to return to them and do the structured shut-down and power up again. But never had this much issues in 18 months.
It is just that in many cases I’ve seen, of small Sonos systems like yours, that the wired Boost will often take on the roll of root bridge in the STP network unless there’s perhaps a switch elected with a lower bridge ID and I see that is perhaps the position in your case, or at least that appears to be the case as no root bridge is showing in your Sonos matrix. So I was just wondering if there might be something surrounding that, which ‘might’ be causing the dropout issue.
Here are the ‘general’ settings Sonos recommend for STP to work with Sonos and I’m just wondering if support checked your elected (non-sonos) root bridge.
https://support.sonos.com/s/article/2118
Sometimes a simple network reboot (in order shown below) can sometimes cause the Sonos Boost to be re-prioritised and elected as root bridge, but I’m just not sure if it will help with your issue… but as the saying goes "nothing ventured etc…"
Work permitting, maybe try powering off all and bring back the devices online in this order (let each device settle before moving into the next):
There are ways to force the STP bridge priority, but that’s perhaps something to look at with Support Staff, that’s of course if it may have any bearing on your issue (I’m just not sure what difference it may have). Anyhow I hope that you are able to get the issue resolved. 👍
Here’s what mine shows
Someone on the subreddit just posted this, so yeah I’m definitely confused 🤷♂️
Update May6: Update May6: After the issue returning again, and another power cycle, and surround factory resets with support chat, they did acknowledge Sonos was actually aware of the issue saying;
“Our developer is already working on it, And they will give us a heads-up once they figure out the resolution for this issue. …. Yes. We are receiving a lot of contact with the same issue with this update and we are always sending it to Feature Development team.”
I just saw this though it’s from a few days ago
+6
I just saw this though it’s from a few days ago
That article is nothing new it’s using this thread and Reddit as a source
What is ‘Living Room’ HT actually cabled to?
I see that all Sonos traffic is going through that one wired device called Living Room (I assume it’s your Arc) and everything else is wireless-connected. It again seems the STP ‘root bridge’ is a non Sonos product, but I also note that your matrix shows 6 devices only, but your online profile in the community here lists 7 devices, so is something missing or not being used in the Household?
After the issue returning again, and another power cycle, and surround factory resets with support chat, they did acknowledge Sonos was actually aware of the issue saying;
“Our developer is already working on it, And they will give us a heads-up once they figure out the resolution for this issue. …. We are receiving a lot of contact with the same issue with this update and we are always sending it to Feature Development team.”
I thought I was going crazy. Glad I found this thread. I started having issues after the latest 14.6 update.
I have a Sonos Arc (hardwired ethernet WM0 setup) with surrounds and a sub and have noticed that audio will totally cut out when moving between videos on YouTube app on native Android TV built into Sony XBR55A1E OLED TV. Loss of sound will propagate to all HDMI sources incl. native apps and cable box.
Recently I also noticed echoing (occasionally) and loss of surrounds and sub audio on all sources incl. Apple TV 4K and through Android TV apps.
App will report all speakers are connected and functioning properly despite loss of sound. Airplay 2 from iPhone will always work even after TV sound loss. Bizarre behaviour. I’ve been in touch with support and submitted numerous diagnostics.
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Support initially thought it was a problem with the HDMI ARC cable, however, replacing the cable did nothing. Then they thought it was the Apple TV 4K that might be the culprit but removing the Apple TV did nothing. They kept referring to HDMI-CEC interference as the possible issue. I hard factory reset my TV to no avail. I’ve had the same hardware setup for 5 years without issue. Support never mentioned that there was an issue with 14.6 despite me telling them that I thought it was the culprit. Tomorrow I have an escalatory call setup with Sonos. I’m glad I found this thread.
I’m having the same exact issues with my setup. Arc, SLs, Sub & Apple TV. Has anyone had any luck for a workaround? This is super annoying & frustrating
What is ‘Living Room’ HT actually cabled to?
I see that all Sonos traffic is going through that one wired device called Living Room (I assume it’s your Arc) and everything else is wireless-connected. It again seems the STP ‘root bridge’ is a non Sonos product, but I also note that your matrix shows 6 devices only, but your online profile in the community here lists 7 devices, so is something missing or not being used in the Household?
Hi Ken,
My Arc is wired ethernet, eArc to Sony Tv. I then have the sub and 2 ones for surround. In Dining i have a Five, and Snug i have Beam.
Hi Ken,
My Arc is wired ethernet, eArc to Sony Tv. I then have the sub and 2 ones for surround. In Dining i have a Five, and Snug i have Beam.
Ah okay thanks, but I was curious as to what the Sonos Arc’s ethernet is cabled to, is it direct to a router, switch, Hub or something else? Also what is the brand/model of that device it’s linked to?
There’s no issues seen with your device wireless connections but what channels are you using for your router and SonosNet signals?
Have you checked to see if it makes any difference if you run your Sonos system on your routers WiFi signal, without the Arc being wired?
The Sonos setup I have here is presently running on my local router WiFi and I’ve not (yet) seen the reported issue, although I appreciate others are encountering the problem. I’m just wondering if switching your system over to the local WiFi signal, might make any difference at all to the dropouts you’re seeing. See this LINK too.
The arc is wired to a Tp Link switch, that then goes to my SKy router on a Gigabit service. Sonos suggested i wired it as i was having this problem before using WiFi. They suggested i changed the wireless to 1
The arc is wired to a Tp Link switch, that then goes to my SKy router on a Gigabit service. Sonos suggested i wired it as i was having this problem before using WiFi. They suggested i changed the wireless to 1
My own thoughts would have been to try bypassing the Tp Link switch altogether and connect either the same, or preferably a different Sonos (standalone) device direct to the Sky router, such as your ‘Five’ (even just as a temporary measure) to see if the ‘dropout’ problem goes away. If it doesn’t, then I would just wait and see if perhaps a Sonos update may resolve the issue.
Just so everyone is clear (and to make sure we are all on the same page) these are the symptoms that I experience. (Everything is freshly rebooted from the router / Apple TV to all Sonos Devices).
I have two subs in the systems and have tried this with only one - just to rule out the Primary /Secondary sub communication. The issue is persistent when using one sub or two.
When you think about it, the symptoms points to network communications - i.e. sometimes a delay, sometimes the speakers come back etc. But there does seem to be no evidence to support this, including when you look at the Matrix.
The real way to fault find this is if you could downgrade and run similar tests. However, there is no downgrade capability so you are a) unable to test/compare and b) stuck with a Sonos System which currently does not produce consistent surround sound. The latter is very frustrating as move nights in this house have stopped due to this issue!
I appreciate I am probably going over old ground here, but I thought it would be good to summarise my observations so that people can compare with what they are seeing also.
Whilst waiting for any news from Sonos, or perhaps an update (if applicable
), have you considered switching your system over to the local Netgear WiFi signal, even just as temporary measure, to see if it makes any difference? Here are the instructions (if needed) to try that, if you’re comfortable at trying the switch…
https://support.sonos.com/s/article/3209
I’m just curious, as the matrix in each case here, infers a non-Sonos device is acting as the STP root-bridge. Also my system, which is running on a WiFi signal is not experiencing the dropout issue, but that just might be coincidental.
Hi
Hi
I don’t see any Sonos device showing as the elected root-bridge (see this example..)
Edit: This shows a standalone wired Sonos Port as the STP root-bridge.
Thanks - yes, I cannot seem to get that to be the same in my system.
In way of an update, I moved all my speakers over the Netgear network and the problem still persists. 😞
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