Multichannel PCM 5.1 dropping out since 14.10 update

A number of users have already filed tickets within the last 8 months. And as we can see from this thread and numerous other similar threads here and in other forums (e.g. reddit, apple), this is a real problem worldwide and not an isolated issue. And the issue has been well documented by the users they have practically handed everything to Sonos on a silver platter.

Any decent company would have at least officially acknowledged the issue by now. But I suppose within Sonos Time™ 8 months is not immediate enough.

Ok, so can you explicitly confirm that you or your team have officially forwarded this particular concern/thread to the approriate engineers/support department? Of course no one expects you to solve the issue but this is the bare minimum that we expect from the forum mods.

Hi @yofalat611 

Thank you for your concern. Yes, I can officially confirm that we, the community team, are making our engineering teams aware of these kinds of topics. Just yesterday I updated the document in which we track all the relevant information from this topic, and made sure the engineering team is aware of it. During the update, I also noted that while there is quite a few users in this topic, there are not nearly as many registered cases, or, their community account is not the same as the account they use for their Sonos system. So again, I can only reiterate that if you’re experiencing this issue, please get in contact with our support team if you haven’t done so already.

Cool, thanks for communicating.

Sadly, I don’t plan on submitting myself to a 1 hr+ call with support. Several users have already done that and we already have this treasure trove of a thread. If Sonos engineers are still having trouble figuring it out after 8 months given all that, I don’t think I can be of help.

Surely Sonos can buy a PS5 and LG oled C series TV and test the problem themselves. Seems completely pointless opening a support case as it’s a problem that effects everyone with that combination of hardware. 

Yes I tried it. There is no audio drop without the beam when turning on the ATV (latest 4k model).

Plugging it back in restores the audio drops.

I received this email from the support agent I spoke with yesterday:

“I hope this email finds you well. I am writing to inform you about the issue you reported regarding the "Multichannel PCM 5.1 Dropping Out" on your Sonos system.

Firstly, please accept my sincere apologies for any inconvenience caused by this issue. We understand how important it is for you to enjoy uninterrupted audio quality, and we take all customer feedback seriously.

I am happy to inform you that our technical team has been investigating this issue, and I have personally escalated this to our other department for further investigation. We are committed to identifying the root cause and finding a permanent solution to this problem.

We appreciate your patience and understanding as we work to resolve this issue. Our aim is to ensure that you have the best possible Sonos experience and we are taking all necessary steps to make that happen.

In the meantime, please do not hesitate to reach out to us if you have any further questions or concerns. Our customer support team is always available to assist you.

With best regards”

Heres hoping that finally someone is going to look into it and figure it out.

I am confused about how CEC operates alongside eARC. According to this diagram they share the same (group E) pins: 

https://www.multicominc.com/training/technical-resources/high-speed-hdmi-with-ethernet-vs-high-speed-hdmi/

Not suggesting that CEC is corrupting the eARC signal only for PCM5.1, but would probably explain why the CEC isolator dongle blocks the audio to Beam2.

EDIT: actually, that diagram doesn’t really make sense, don’t see how the purpose of the pins can be re-assigned between with and without ethernet. I think I'll find an alternative picture.

https://www.leadsdirect.co.uk/technical-library/pinouts-wiring-diagrams/hdmi-wiring/

Hola desde España yo sigo con el mismo problema ya encontrado alguna solución ya que solución alternativa se está utilizando actualmente sobre esto? 
Como veréis en la captura, yo tengo la opción compartir modo de sonido activado y parece que no hay cortes, ya que la señal se envía en Dolby digital y en Dolby Atmos no en LPCM 5.1 que sí que hay cortes no sé qué opináis. Gracias

Hola desde España yo sigo con el mismo problema ya encontrado alguna solución ya que solución alternativa se está utilizando actualmente sobre esto? 
Como veréis en la captura, yo tengo la opción compartir modo de sonido activado y parece que no hay cortes, ya que la señal se envía en Dolby digital y en Dolby Atmos no en LPCM 5.1 que sí que hay cortes no sé qué opináis. Gracias

Hola amigo! Gracias por la sugerencia!
El problema es que Dolby digital es peor formato porque es comprimido, y no tiene la misma calidad como LPCM 5.1. Queremos que la mejor calidad funcione. Esto es lo que estamos tratando de resolver.

Hola desde España yo sigo con el mismo problema ya encontrado alguna solución ya que solución alternativa se está utilizando actualmente sobre esto? 
Como veréis en la captura, yo tengo la opción compartir modo de sonido activado y parece que no hay cortes, ya que la señal se envía en Dolby digital y en Dolby Atmos no en LPCM 5.1 que sí que hay cortes no sé qué opináis. Gracias

Hola amigo! Gracias por la sugerencia!
El problema es que Dolby digital es peor formato porque es comprimido, y no tiene la misma calidad como LPCM 5.1. Queremos que la mejor calidad funcione. Esto es lo que estamos tratando de resolver.

Hola, muchas gracias por la rápida respuesta
Entonces la configuración correcta cuál sería en mi caso? Muchas gracias

Y disculpa por no informar de los dispositivos, en mi caso tengo:

• LG C2
• PS5
• XBOX X
• APPLE TV 4K 3 Gen Chip A15
• SONOS BEAM GEN 2

la configuración es:

TV LG : eARC , HDMI’S—>  BITSTREAM, / SALIDA DE AUDIO —> TRANSFERENCIA (PASO)

LA CONFIGURACION DE LOS DEVICES ES:

APPLE TV : AUTOMATICO ——> LPCM 5.1 (con cortes)

PS5: PCM LINEAL 5.1 (sin cortes)

XBOX: DOLBY ATMOS FOR HOME THEATER (sin cortes)

APPS DE STREAMING DE LA TV: Dolby digital plus 5.1 y Atmos