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User872146
Contributor I
September 29, 2013
Answered

playbar works but surround play 3 speakers don't

my sonos play bar and surround sound play 3's work perfectly when i play music or apple tv but when on tv nothing comes out of surround sound speakers. all my components are connected into the tv and then the playbar has optical out. so it clearly works as music and apple tv work but normal tv channels only play through the bar. please help
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Ryan S
Ryan SAnswer
Retired Sonos Staff
December 23, 2013
Here is my diagnostic report 3311509. I've disconnected the speakers from the surround sound due to the issue but if you can send the update to me I'll reconnect them.
Hi,

Just flagged you for that update. Go ahead and check for software updates under Manage and update your system. Please let us know if you're still having trouble.

Cheers.
Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
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User120832
Lyricist I
January 22, 2014
Hello,

If you're experiencing an issue where the TV sound doesn't have the surround speakers active, but playing music works fine there is a patch available which will boost the sound. This is for a specific issue which we can identify if you submit a diagnostic for us. 

Please reply back to this thread with your confirmation number and we can check if you're experiencing this issue and flag you for the update if it's applicable.

Cheers.
Hi! Same problem here with two play 1 fluttering in surround at the playbar. I sent a diacnostic package 3373794. Could u send me an update patch, too? Thanks!
Ryan S
Ryan S
Retired Sonos Staff
January 22, 2014
Hello,

If you're experiencing an issue where the TV sound doesn't have the surround speakers active, but playing music works fine there is a patch available which will boost the sound. This is for a specific issue which we can identify if you submit a diagnostic for us. 

Please reply back to this thread with your confirmation number and we can check if you're experiencing this issue and flag you for the update if it's applicable.

Cheers.
Hi User120832, you're now flagged for that update. Go ahead and check under Manage and update.
Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
User438970
Lyricist I
January 25, 2014
I am experiencing the same issue - play bar works fine with tv, but not the play 3s Can you please assist? Thank you
User438970
Lyricist I
January 25, 2014
Hello,

If you're experiencing an issue where the TV sound doesn't have the surround speakers active, but playing music works fine there is a patch available which will boost the sound. This is for a specific issue which we can identify if you submit a diagnostic for us. 

Please reply back to this thread with your confirmation number and we can check if you're experiencing this issue and flag you for the update if it's applicable.

Cheers.
I am also having the same problem. Diagnostic number 3378092. Can you please send me a patch? Thank you.
Ryan S
Ryan S
Retired Sonos Staff
January 27, 2014
Hello everyone, 

We've developed a fix for the PLAYBAR fluttering issue which can be applied via a small update. We've moved this update into an Open Beta. You no longer need to be flagged for a special update, by posting a diagnostic. If you are still having fluttering on your Surround Speakers, please follow these steps and enroll in the Sonos Beta.

If you've already been patched, you're systems don't need to be updated at this time.

Cheers.
Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
cafoto
Lyricist I
March 18, 2014
Hello - I am having the same problem as well with no surround sound while watching tv and nothing happens when I change settings. Diognostic # 3368184. Thanks for the help!
Hi, I have set same problem.... I use have playbar and its okay, but my two rear Sonos 3 have some issue when watching TV. Sound comes and go. Often when the its low sound in the movies.... Diagnostic... 3492747.
User713403
Contributor I
March 22, 2014
3506981 is my diagnositc number. I've tried everything!
User713403
Contributor I
March 22, 2014
I too have the same problem. After following your instructions, the problem remains. Surround sound works fine on all sources except tv when there is no sound at all coming from my two play3's.
Me too! 3506995
User713403
Contributor I
March 22, 2014
Hello,

You may need to adjust the volume of your surround speakers higher. Can you please follow these directions to increase the volume of your surrounds?

Using a handheld Sonos controller

  1. From the Settings menu, select Room Settings.
  2. Select the room the PLAYBAR and surround speakers are located in. It appears as Room (+LS+RS) on the Room Settings menu.
  3. Select Advanced Audio -> Surround Settings.
  4. Choose one of the following:
  • SURROUNDS: Choose On or Off to turn the sound from the surround speakers on and off.
  • Drag your finger across the slider to increase or decrease the volume of the surround speakers. 
Using the Sonos Controller for Mac or PC

  1. Select Manage -> Settings (PC) or Sonos -> Preferences (Mac).
  2. Select Room Settings if it is not already highlighted on the left.
  3. Choose the room the PLAYBAR and surround speakers are located in from the Room Settings for drop-down.
  4. Select the Surrounds tab.
  5. Choose one of the following:
  • SURROUNDS: Check to turn the sound from the surround speakers on; uncheck to turn it off.
  • Click and drag the slider to increase or decrease the volume of the surround speakers.
Please let us know if you're still experiencing this issue with the surrounds turned up.

Cheers.
Me too! 3506995
User347343
Lyricist I
March 23, 2014
I am having a similar problem. My 2 play3s do not have sound from my tv, but my sound bar is working fine. I checked that surround was on and made sure everything was updated. I also checked for a beta update, but there was none available. My diagnostic number is 3507670
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