Contributor I

Answered

playbar works but surround play 3 speakers don't

222 replies
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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.

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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R

Rob Clague

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.

Will do, thanks Ryan

N

Norbert_8

Lyricist II

Hi, same Problem............diagnostic code 3350494

N

Norbert_8

Lyricist II

Hi, same Problem............diagnostic code 3350494

Ryan S

Retired Sonos Staff

Hi, same Problem............diagnostic code 3350494

Norbert, you're flagged for the update, go ahead and click Check for Software 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.

N

Norbert_8

Lyricist II

Hi, same Problem............diagnostic code 3350494

Hi Ryan, now it works better. Not perfect, but it works. Thanks a lot, good Job. Cheers.

U

User132678

Lyricist I

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 I am having the same issue. Confirmation number is 3355606

U

User359252

Lyricist I

I have the same issue diagnostic: 3354288

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 User132678,

You've been flagged for that update, go ahead and check under Manage.

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

S

Stacie_2

Contributor I

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!

Just an update for others experiencing this problem and the patch didn't work. Time Warner came out today and switched cable boxes and my Play 1s now work. Yippeee!!! Had a Cisco HD cable box. It was replaced with a Motorola one and we are back in business!!

M

mark_329

Lyricist I

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 uploaded on 3361471 same problem with play 3's

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