Skip to main content
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
This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.
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.
View in thread

222 replies

Show previous replies
Ryan S
Ryan S
Retired Sonos Staff
January 8, 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.
Hello Oilver,

I'd recommend giving us a call on our Customer Care line then to have a technician look at this live. We're watching this update very closely.

Cheers.
Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
Oliver_27
Lyricist III
January 8, 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.
Ok, thanks Ryan. I will do that. Unfortunately Support hours in Germany rund only from 10am to 6pm. As it is 10:45pm in Germany right now, no chance to get a tech right now. By the way: Will the patch influence my system when I will use the Play 1 as normal speakers once again, e.g. in the office or in the kitchen? Will a future update (like software version 4.3 or so) solve the problem for all users?
Ryan S
Ryan S
Retired Sonos Staff
January 8, 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.
No, the update shouldn't alter the PLAY:1 when they're not being used as surround speakers. The final version of this patch will be included in future updates.

Cheers.
Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
Thomas_57
Lyricist II
January 8, 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.
Uploaded diag info 3347311 Looking forward to geht the patch
Thomas_57
Lyricist II
January 8, 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.
Uploaded diag info 3347311 Looking forward to geht the patch
Ryan S
Ryan S
Retired Sonos Staff
January 8, 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.
Hello Thomas,

You've been flagged for that 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.
Stacie_2
Contributor I
January 9, 2014
I am also having this issue - play 1s won't work during normal tv operation, but will work for DVD and Iphone music.  Diagnostic code is 3347672.  thank you so much!
Thomas_57
Lyricist II
January 9, 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.
thx. will check
Ryan S
Ryan S
Retired Sonos Staff
January 9, 2014
I am also having this issue - play 1s won't work during normal tv operation, but will work for DVD and Iphone music.  Diagnostic code is 3347672.  thank you so much!

Hello Stacie,

You're flagged for the update. Go ahead and update now and you should be all set.

Cheers
Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
Stacie_2
Contributor I
January 9, 2014
I am also having this issue - play 1s won't work during normal tv operation, but will work for DVD and Iphone music.  Diagnostic code is 3347672.  thank you so much!

I did the update, but still don't have any sound from the Play 1s during TV operation.  System was working fine until we got a new HD cable box from Time Warner.  Any chance that is the issue?  New diagnostic code is 3348679 in case that is helpful.
Show more replies
Terms & ConditionsAccessibility statement