Lost surround and sub ( after update ?)


Userlevel 3

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

Userlevel 4
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Yeah, I’ve noticed we’re all on BT, although that may just be coincidence as they’re popular. I’ve added a few more columns if people could update/check. https://docs.google.com/spreadsheets/d/1Q6Iq2xXXZ--RmnsGnbZhujxJj1BcwJlvqSzj5iZXz2U/edit?usp=sharing

One thing I wondered; I have System > Audio compression set to ‘Uncompressed’ … and I know that’s not the default … wonder if anyone else has that setting on?

The audio compression setting is applied to the line-in signal (when line-in is in use).

 

 

 

 

Userlevel 2
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An observation in regards to the possibility of this being a voice control software issue (CEC or related), I only have 2 Sonos speakers capable of voice control: the Arc and the Move.  The only speaker I have noticed having complete drop outs is the Move when I add it to the Arc group.  Do others that have this issue have other speakers in the main Arc group that have voice control capabilities (enabled or not)?

My setup is Arc + Sub (Gen 1) + 2 Play:3s.  I will sometimes add a Move to the group for listening in the kitchen.  It has the drop out problem.  Interestingly, I have 2 original Play:1s in there in stereo that do NOT drop out when added to the Arc group.  That is our current workaround. 

I just enabled Sonos voice control on the Arc and will test today to see if it makes a difference.

Enabling SVC on my Arc didn’t fix the issue.  The Move was still dropping out.  This morning I decided to setup voice control on the Move too since it actually did an update when doing this to the Arc.  I have now been stable for several hours.  It would drop out within an hour or less in the past.  Keeping my fingers crossed!

Maybe there is a bug in the software for all voice control capable speakers that is fixed with the update that enables SVC?  Or, just enabling it bypasses whatever bug there is?  Grasping at anything at this point.

Userlevel 4
Badge +3

An observation in regards to the possibility of this being a voice control software issue (CEC or related), I only have 2 Sonos speakers capable of voice control: the Arc and the Move.  The only speaker I have noticed having complete drop outs is the Move when I add it to the Arc group.  Do others that have this issue have other speakers in the main Arc group that have voice control capabilities (enabled or not)?

My setup is Arc + Sub (Gen 1) + 2 Play:3s.  I will sometimes add a Move to the group for listening in the kitchen.  It has the drop out problem.  Interestingly, I have 2 original Play:1s in there in stereo that do NOT drop out when added to the Arc group.  That is our current workaround. 

I just enabled Sonos voice control on the Arc and will test today to see if it makes a difference.

Enabling SVC on my Arc didn’t fix the issue.  The Move was still dropping out.  This morning I decided to setup voice control on the Move too since it actually did an update when doing this to the Arc.  I have now been stable for several hours.  It would drop out within an hour or less in the past.  Keeping my fingers crossed!

Maybe there is a bug in the software for all voice control capable speakers that is fixed with the update that enables SVC?  Or, just enabling it bypasses whatever bug there is?  Grasping at anything at this point.

Looks like it helped only some of the users but I think this should be the engineer's focus in order to find a proper fix. 

Userlevel 3
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Yeah, sadly adding SVC to every speaker in my home (and power cycling etc.) didn’t fix things for me so it’s a bit random it seems.

Reminder: Affected users please update this sheet: https://docs.google.com/spreadsheets/d/1Q6Iq2xXXZ--RmnsGnbZhujxJj1BcwJlvqSzj5iZXz2U/edit?usp=sharing

Userlevel 2
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I wonder if part of the puzzle of this problem not hitting everyone is the other speakers in the group/surround set.  Mine are all older and I only see the issue when connecting a newer one (Move).  Is anyone seeing this issue that only has older speakers paired with the Arc?  I’d say Play:1, Play:3, Sub Gen 1.  We could even go as far as anything not currently being sold maybe? This would add Play:5 (Gen 2), Sub (Gen 2), One (Gen 1).

 

willhowe, should we add a column that tracks what specific speakers people have in their soundbar group?

 

Userlevel 1

I wonder if part of the puzzle of this problem not hitting everyone is the other speakers in the group/surround set.  Mine are all older and I only see the issue when connecting a newer one (Move).  Is anyone seeing this issue that only has older speakers paired with the Arc?  I’d say Play:1, Play:3, Sub Gen 1.  We could even go as far as anything not currently being sold maybe? This would add Play:5 (Gen 2), Sub (Gen 2), One (Gen 1).

 

willhowe, should we add a column that tracks what specific speakers people have in their soundbar group?

 

My Arc is paired with Play:1s and a gen 1 Sub and I’ve been having this issue since 14.6.

Userlevel 2
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I wonder if part of the puzzle of this problem not hitting everyone is the other speakers in the group/surround set.  Mine are all older and I only see the issue when connecting a newer one (Move).  Is anyone seeing this issue that only has older speakers paired with the Arc?  I’d say Play:1, Play:3, Sub Gen 1.  We could even go as far as anything not currently being sold maybe? This would add Play:5 (Gen 2), Sub (Gen 2), One (Gen 1).

 

willhowe, should we add a column that tracks what specific speakers people have in their soundbar group?

 

My Arc is paired with Play:1s and a gen 1 Sub and I’ve been having this issue since 14.6.

This problem really does just defy all efforts to track down it’s source doesn’t it.

Userlevel 4
Badge +3

@kuwarrulz_11 - I have the latest software  (14.8.1) with the SVC enabled on all my speakers with mics.

I switch content all the time (all be it on the built in apps on my TV) plus I play Bluray discs via my bluray player with no issues at all.

I do think there needs to be a look at this issue for sure but it definitely does not affect all users and some systems seem totally fine even with the latest updates.

 

Thanks for the heads up mate. May be beam users aren’t impacted.

Userlevel 4
Badge +3

Yeah, sadly adding SVC to every speaker in my home (and power cycling etc.) didn’t fix things for me so it’s a bit random it seems.

Reminder: Affected users please update this sheet: https://docs.google.com/spreadsheets/d/1Q6Iq2xXXZ--RmnsGnbZhujxJj1BcwJlvqSzj5iZXz2U/edit?usp=sharing

Done mate, provided heaps of info around the problem.

Userlevel 4
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I enabled SVC and had 5 perfect listening hours. The longest since this mess started. Does it have something to to with Sonos voice control? 

Userlevel 1
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I have the Arc SL a sub and two one SL as surrounds. I removed sub and surrounds and re-added them today to get everything working. It won’t last though. 
I filled out the spreadsheet 

Userlevel 3
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Added another column for other Sonos devices in network. Mine are indeed, lots of older Play:1’s 

Spreadsheet for user symptoms/setups: https://docs.google.com/spreadsheets/d/1Q6Iq2xXXZ--RmnsGnbZhujxJj1BcwJlvqSzj5iZXz2U/edit?usp=sharing

Userlevel 4
Badge +3

I enabled SVC and had 5 perfect listening hours. The longest since this mess started. Does it have something to to with Sonos voice control? 

Whenever a new firmware is installed, the issue doesn’t happen immediately. Let it run for about 3-4 hours and switch formats. Every time I do this, the issue resurfaces, pretty easy to recreate to be honest. 

Userlevel 6
Badge +11

Been 14 days now with no issues I have watched movies non stop from my collection on apple tv and prime 

I have also been playing games on my xbox and pc and the last 5 days I have been watching blurays on my xbox and mixing streaming with them 

It's been rock solid I have filled out the spreadsheet though as information is always useful 

All the issues I had were using 14.6 nothing since 14.8 

Userlevel 5
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Another day,  another day of deafening silence from Sonos

Userlevel 4
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I enabled SVC and had 5 perfect listening hours. The longest since this mess started. Does it have something to to with Sonos voice control? 

Whenever a new firmware is installed, the issue doesn’t happen immediately. Let it run for about 3-4 hours and switch formats. Every time I do this, the issue resurfaces, pretty easy to recreate to be honest. 

I did say 5 hours lol. I also was switching from ps to Spotify... SEAMLESSLY like pre 14.6. SONOS GET IT TOGETHER ALREADY also when it happens, I lose everything. No sound at all.

Userlevel 2
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After I enabled the Sonos assistant now only one of my speakers will randomly disconnect instead of all of them.  Yesterday my right surround stopped working but the left surround and sub still worked. Today my sub stopped working but the surrounds still worked. I don’t know what the **** is going on anymore.

 

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

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Last Friday I worked with specialist from Sonos on my system. I spent few hours to tweak my home theatre system and my wifi network and also back my system to fully wireless.

Everything went perfectly. And than I turned on my Apple TV 4K. After 30 sec with music app and playing dolby atmos rears disconnected. 30 sec !!!!! Problem is definitely connected with switching between dolby atmos and other formats on Apple TV.

Now I’m back to wire connection but without ATV and everythig work perfectly.

Userlevel 6
Badge +7

Last Friday I worked with specialist from Sonos on my system. I spent few hours to tweak my home theatre system and my wifi network and also back my system to fully wireless.

Everything went perfectly. And than I turned on my Apple TV 4K. After 30 sec with music app and playing dolby atmos rears disconnected. 30 sec !!!!! Problem is definitely connected with switching between dolby atmos and other formats on Apple TV.

Now I’m back to wire connection but without ATV and everythig work perfectly.

Its probably not the Apple TV (as some people have reported having this issue and don't have Apple TV) but there is definitely something that occurs when playing or switching between formats. For me, I can get the issue to occur by flicking between Dolby Atmos, 5.1 and Stereo and eventually the speakers will drop. 

That being said, I have no idea what Sonos could have placed into the 14.6 code which directly or indirectly causes an issue.

Userlevel 1
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Just watched the first two episodes of Stranger Things, Netflix on Apple TV. The sound cut about 5 times for a second.

ARC with Sub G3 and One SL’s. Got the latest Sonos update installed. 

Never happened before...really hope Sonos figures this out! 

Just watched the first two episodes of Stranger Things, Netflix on Apple TV. The sound cut about 5 times for a second.

ARC with Sub G3 and One SL’s. Got the latest Sonos update installed. 

Never happened before...really hope Sonos figures this out! 

Was it just the surrounds and Sub that dropped-out, or did the Arc cut-out too?

Note it’s always worth posting a diagnostic report/reference if this happens and then go onto contact Sonos Support via the link, as was requested by Staff in answer/response to this thread.

Userlevel 1
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Just watched the first two episodes of Stranger Things, Netflix on Apple TV. The sound cut about 5 times for a second.

ARC with Sub G3 and One SL’s. Got the latest Sonos update installed. 

Never happened before...really hope Sonos figures this out! 

Was it just the surrounds and Sub that dropped-out, or did the Arc cut-out too?

Note it’s always worth posting a diagnostic report/reference if this happens and then go onto contact Sonos Support via the link, as was requested by Staff in answer/response to this thread.

 

Everything dropped out. :/

Userlevel 4
Badge +4

Just watched the first two episodes of Stranger Things, Netflix on Apple TV. The sound cut about 5 times for a second.

ARC with Sub G3 and One SL’s. Got the latest Sonos update installed. 

Never happened before...really hope Sonos figures this out! 

This sounds like a different issue. I don’t think anyone else is getting full cutout including arc, just sub and surrounds and it doesn’t cut out mid stream, just when switching content. If this is related, the issue is getting worse

Was it just the surrounds and Sub that dropped-out, or did the Arc cut-out too?

Note it’s always worth posting a diagnostic report/reference if this happens and then go onto contact Sonos Support via the link, as was requested by Staff in answer/response to this thread.

 

Everything dropped out. :/

That sounds like a different issue, but if it can be easily reproduced, then I would follow the recommendation by Staff to contact Sonos Support with your diagnostic report, otherwise a simple power-cycle of your A/V devices might otherwise just resolve the matter. 

Userlevel 4
Badge +2

1528077952 this system doesn't work. Can we stop pretending that it does....25 min on Netflix sub and rear dropped this time. F me