Contributor I

Playbar Audio Issues, Optical Ports with no doors

14 replies
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Audio voices are going strange after a period of time. Also optical audio ports have no doors. Hi everyone. I just have purchased two Sonos Playbars and subs from Jb Hi Fi. Neither play bars have a door on the optical audio ports? I have only been currently using 1 unit, but I just opened the other unused unit to check it. Also, after watching a film on Apple TV, after some time the voices go extremely weird, like scrambled. I fixed this by unplugging and plugging back in the HDMI port on the Apple TV. This issue also happened on Foxtel yesterday. I am using a third party 'better quality' optical audio cable at the moment.

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Jeff S

Retired Sonos Staff

Hi Taylor,
The newer model PLAYBARs do not have doors on the optical ports. This should not have anything to do with the audio issues for voices. Does this happen on all sources or just with the Apple TV? If you can reproduce the error, it may help to get some data from you system just afterwards. After the voice audio get strange, please send us a diagnostic report and reply with the confirmation number: Submit diagnsotics.

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selwynator

Lyricist I

Hi Taylor,
The newer model PLAYBARs do not have doors on the optical ports. This should not have anything to do with the audio issues for voices. Does this happen on all sources or just with the Apple TV? If you can reproduce the error, it may help to get some data from you system just afterwards. After the voice audio get strange, please send us a diagnostic report and reply with the confirmation number: Submit diagnsotics.

Is this correct about the newer models not having "doors" on thenoptical ports? Is there a problem keeping the optical cable connected without the door?

Chris

Lead Maestro

Doors are for protection from dust if not connected. They would not effect the snapping secure. Doors are primarily needed on devices where there are multiple inputs and not all are used all the time. I would assume the playbar comes with a plug in the optical port when shipped that is removed for 1st time use.

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Jeff S

Retired Sonos Staff

Hi Taylor,
The newer model PLAYBARs do not have doors on the optical ports. This should not have anything to do with the audio issues for voices. Does this happen on all sources or just with the Apple TV? If you can reproduce the error, it may help to get some data from you system just afterwards. After the voice audio get strange, please send us a diagnostic report and reply with the confirmation number: Submit diagnsotics.

Hi Selwynator,

The earlier models of the PLAYBAR had doors but we found that the doors were often damaged when attaching the cables. This caused the optical cables to not stay connected. We removed the doors in later models for this reason.

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Stratcat

Lyricist I

So any remedies when the door pops off, and goes AWOL, on my older Playbar and the optical cable will not stay inputed into the optical port?

Jeff S

Retired Sonos Staff

So any remedies when the door pops off, and goes AWOL, on my older Playbar and the optical cable will not stay inputed into the optical port?

Hi Stratcat,

It would be best to contact our phone team for help with your PLAYBAR. When you call, reference this case number: 160822-001929. You can find our phone number here.

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Sinjin Saint

Enthusiast I

My optical door on a 2013 Playbar has just come off and I have spoken to the Sonos team as its now unusable
I see that the new models no longer have an optical door will any replacement I receive be the new model and has the removal of the optical door made the optical port more robust?

Max P

Sonos Employee

My optical door on a 2013 Playbar has just come off and I have spoken to the Sonos team as its now unusable
I see that the new models no longer have an optical door will any replacement I receive be the new model and has the removal of the optical door made the optical port more robust?

Hi Sinjin, welcome tot he community.

The best would be to contact us by phone for this. A Sonos agent will be able to check the options we have to resolve this problem. You can find our contact information here. Let us know how it goes.

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Sinjin Saint

Enthusiast I

Thanks for the response I have contacted Sonis and I am awaiting a response

Max P

Sonos Employee

Thanks for the response I have contacted Sonis and I am awaiting a response

Alright, well keep us updated and if you need anything let us know.

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