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playbar works but surround play 3 speakers don't

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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

Surround Sound

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Ryan SAnswer

Retired Sonos Staff

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.

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Ryan S

Retired Sonos Staff

I'm also having the same issues with my Play1s ... Playbar works fine but the Play1s dropout when watching TV ... Diagnostic # is 3341096

Hi Vic,

You've been flagged for that update. Please click Manage > Check for Software Updates and you should be all set. If you have any trouble with that update, please give us a call on our Customer Care Line.

Cheers.

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.

Ryan S

Retired Sonos Staff

Just sent diagnostics for the same issue: #3341839

Hi,

You've been flagged for that update. Please click Manage > Check for Software Updates and you should be all set. If you have any trouble with that update, please give us a call on our Customer Care Line.

Cheers.

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.

U

User784637

Lyricist II

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.

Hello, I got the same problem. My diagnostics number: 3347074 Thanks! Gerard

Ryan S

Retired Sonos Staff

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 Gerard,

You're flagged for the update. Go ahead and check for it now.

Cheers.

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.

U

User784637

Lyricist II

Hello, I got the same problem. My diagnostics number: 3347074 Thanks! Gerard

U

User784637

Lyricist II

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.

Thanks for the quick support! Problem looks to be solved after update

O

Oliver_27

Lyricist III

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.

3347256 diagnostis uploaded as I have the same issue. Play 1s very quiet and fluttering during watching TV. No problems while listening to music. Pls. check and provide me with the patch. Thank you!

Ryan S

Retired Sonos Staff

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.

Hello Oliver,

You're flagged for this update as well now. Go ahead and update.

Cheers.

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.

O

Oliver_27

Lyricist III

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.

Thanks for the quick reply. I updated, but problem still exists. Should I provide you with another diagnostic report after the update? Thanks for your answer!

O

Oliver_27

Lyricist III

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.

Diagnostic report 3347288. Could you pls. check again my system as after the update (patch) now the sourround speakers are playing at an extreme low level, even if I pop up the volume in the advanced audio settings. Please help!!! Issue is now even worse than before the update!

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