Contributor I

Lost surround and sub ( after update ?)

Forum|Forum|4 years ago
April 23, 2022
1604 replies
81290 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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C

CKALOTS

Enthusiast II

I don’t think so. I still had the issue after 14.8

The only thing that I can think of is the voice assistant.

That makes it even more odd - the fact that you still had it after 14.8 but adding VA solves it.

My brain hurts. I need a vacation.

I’m still getting drops but the frequency is much less less since I enabled VA… I couldn’t watch for longer than 5 min max without complete loss now it lasts a few hours (2-5). I don’t wat tis means but I sure wish they would fix it. :(

B

Brad Porter

Enthusiast II

I don’t think so. I still had the issue after 14.8

The only thing that I can think of is the voice assistant.

That makes it even more odd - the fact that you still had it after 14.8 but adding VA solves it.

My brain hurts. I need a vacation.

I’m still getting drops but the frequency is much less less since I enabled VA… I couldn’t watch for longer than 5 min max without complete loss now it lasts a few hours (2-5). I don’t wat tis means but I sure wish they would fix it. :(

You running on 20Mhz?

C

CKALOTS

Enthusiast II

You running on 20Mhz?

How do I check that?

Corry P

Sonos Staff

Hi all,

We appreciate the ongoing engagement around your setups, your experiences and the issues you’re having with your systems.

Please bear in mind that updating a system can occasionally surface an issue that hadn't manifested previously, and that this does not mean the issue was caused by the update. Additionally, submitting a diagnostic can also sometimes cause interruptions during the submission, and for a few minutes afterwards.

For each case submitted, the Sonos team works on isolating the issue and replicating anything out of the ordinary. Many of you have already been in contact with support to get help. Thank you, that is the best route to get your specific issue addressed most quickly. As always, the Sonos team continues to work to optimize the Sonos user experience and resolve the root cause of the problems discussed here. If you have not already contacted Support directly, please do and share a diagnostic report from within 10 minutes of the issue occurring on your system. This helps the Sonos team verify the symptoms and determine the cause of the specific issue you are contacting about.

At this time, we have been unable to reproduce the reported issue related to the recent update, which seems to affect a very small proportion of the total number of Arc and Beam users. We understand this is frustrating and are committed to working with each of you to resolve any issues you are experiencing. Our shared goal is to ensure a smooth and effortless experience with your Sonos system.

You can contact support via phone from Monday to Friday 10am - 8:30pm ET or by chat 24/7 via the Sonos Digital Assistant on the Sonos Support Site.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

A

arcosin

Enthusiast II

You running on 20Mhz?

How do I check that?

In your router settings.

C

CKALOTS

Enthusiast II

You running on 20Mhz?

How do I check that?

On your router settings.

2.4 GHz

W

willhowe

Enthusiast I

@Corry P Really shocked that Sonos havn’t been able to reproduce the issue, just feels like a deflection to not be held accountable. I would recommend they take a few of the TV’s on this spreadsheet of users suffering from the issue and test Arc & Surrounds with that - and follow the user notes of how to trigger the issue. (AppleTV start netflix/amazon trailers, start netflix/amazon shows, Youtube then repeat on internal apps)

https://docs.google.com/spreadsheets/d/1Q6Iq2xXXZ--RmnsGnbZhujxJj1BcwJlvqSzj5iZXz2U/edit?usp=sharing

Not a single user has said ‘Sonos support fixed my issue by doing X with my system/network’. This is clearly a software issue. It’s also very likely that only a portion of Arc users are suffering as some don’t have surrounds/subs, some don’t change sources often, some power cycle every day, or some don’t even notice.

For the first time since this saga started, yesterday I started googling alternative home theatre setups, and stopped myself because I still have faith in Sonos as a brand and really do love their products. Hearing you’ve been unable to reproduce the issue, and thus, are clearly not working on a fix makes me feel like I really do have to start looking at alternatives.

G

Gunther_W

Contributor I

I’ve been eyeing the new Samsung since I have a Samsung TV. I hate to bail but I have 2 major issues and no fix in sight.

B

beefybanana

Trending Lyricist I

Hi all,

We appreciate the ongoing engagement around your setups, your experiences and the issues you’re having with your systems.

Please bear in mind that updating a system can occasionally surface an issue that hadn't manifested previously, and that this does not mean the issue was caused by the update. Additionally, submitting a diagnostic can also sometimes cause interruptions during the submission, and for a few minutes afterwards.

For each case submitted, the Sonos team works on isolating the issue and replicating anything out of the ordinary. Many of you have already been in contact with support to get help. Thank you, that is the best route to get your specific issue addressed most quickly. As always, the Sonos team continues to work to optimize the Sonos user experience and resolve the root cause of the problems discussed here. If you have not already contacted Support directly, please do and share a diagnostic report from within 10 minutes of the issue occurring on your system. This helps the Sonos team verify the symptoms and determine the cause of the specific issue you are contacting about.

At this time, we have been unable to reproduce the reported issue related to the recent update, which seems to affect a very small proportion of the total number of Arc and Beam users. We understand this is frustrating and are committed to working with each of you to resolve any issues you are experiencing. Our shared goal is to ensure a smooth and effortless experience with your Sonos system.

You can contact support via phone from Monday to Friday 10am - 8:30pm ET or by chat 24/7 via the Sonos Digital Assistant on the Sonos Support Site.

I’m sorry @Corry P , but this is nothing short of ridiculous. There are hundreds of Arc users that have satellite speakers of some description, that have gone from having a stable system to all suffering exactly the same issues after the 14.6 update, regardless of TV model, network condition, and any number of other variables. You’re saying that Sonos cannot replicate the issue. That means one of two things, 1. That’s not true and you’re trying to deflect due to the implications of admitting responsibility, or 2. The team you have working on it are completely inept and are in no way up to the task of troubleshooting something extremely basic.

Either way, my faith in Sonos in a company is rapidly eroding, and I speak as someone who has invested heavily in your products over the years. That way that this is being dealt with is a huge slap in the face to loyal customers.

F

Frank Smith

Lyricist III

Hi all,

We appreciate the ongoing engagement around your setups, your experiences and the issues you’re having with your systems.

Please bear in mind that updating a system can occasionally surface an issue that hadn't manifested previously, and that this does not mean the issue was caused by the update. Additionally, submitting a diagnostic can also sometimes cause interruptions during the submission, and for a few minutes afterwards.

For each case submitted, the Sonos team works on isolating the issue and replicating anything out of the ordinary. Many of you have already been in contact with support to get help. Thank you, that is the best route to get your specific issue addressed most quickly. As always, the Sonos team continues to work to optimize the Sonos user experience and resolve the root cause of the problems discussed here. If you have not already contacted Support directly, please do and share a diagnostic report from within 10 minutes of the issue occurring on your system. This helps the Sonos team verify the symptoms and determine the cause of the specific issue you are contacting about.

At this time, we have been unable to reproduce the reported issue related to the recent update, which seems to affect a very small proportion of the total number of Arc and Beam users. We understand this is frustrating and are committed to working with each of you to resolve any issues you are experiencing. Our shared goal is to ensure a smooth and effortless experience with your Sonos system.

You can contact support via phone from Monday to Friday 10am - 8:30pm ET or by chat 24/7 via the Sonos Digital Assistant on the Sonos Support Site.

Hahaha, WHAT??!!? @Corry, I contacted SONOS the week of v14.6’s release as I noticed the drop the very same day my software was auto-updated. At first I thought it was a fluke since I had never had any issues with my setup for 6+ mos prior. After it kept happening I started messing with my network and then finally contacted SONOS for support. It wasn't until a few days after did I come across a SONOS article mentioning the release of 14.6 the night my issues began. I have since contacted and provided SONOS with 8 + diagnostics and been trying to remain patient for a fix for over 7 weeks now.

To say you cannot recreate is laughable.

The only reason I haven't boxed everything up and sold everything online is that Id be pawning this infuriating issue off onto some unsuspecting person. I will be calling in to provide a few more diagnostics but this response from you/SONOS is just asinine. “...this does not mean the issue was caused by the update.” Roll back to 14.5, release it as v14.9 and if my issue doesn't immediately go away I will apologize and sit tight with this bricked unit forever more.

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