Contributor I

Answered

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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G

Grant_11

Lyricist III

I have the aame problem with play 3's and playbar. Diagnostic 3361640. Thanks

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.

Mark, you're now flagged for the update.

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

I have the aame problem with play 3's and playbar. Diagnostic 3361640. Thanks

Hey Grant,

You're good to update now too. 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.

J

Joris_3

Lyricist II

I have the aame problem with play 3's and playbar. Diagnostic 3361640. Thanks

Hi can you check my diagnostics too? Number is 3362368. Thank you.

J

Joris_3

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.

Hi can you check my diagnostics too? Number is 3362368. 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.

Hi Joris, you can now check for updates and apply the patch.

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

J

Joris_3

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.

Hi Ryan, thanks! Problem solved 🙂

nicka99

Local Superstar

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 have this problem with my surrounds on TV playback. My diagnostics # is 3363376. Ive also asked an update for the missing spotify and radio search on PC controller - will one update overwrite the other or are they separate for each device ?

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 Nick, the current version of the update includes both patches. You're all set to update if you haven't yet.

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

B

Brian McGirr

Lyricist I

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

From the Settings menu, select Room Settings.
Select the room the PLAYBAR and surround speakers are located in. It appears as Room (+LS+RS) on the Room Settings menu.
Select Advanced Audio -> Surround Settings.
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

Select Manage -> Settings (PC) or Sonos -> Preferences (Mac).
Select Room Settings if it is not already highlighted on the left.
Choose the room the PLAYBAR and surround speakers are located in from the Room Settings for drop-down.
Select the Surrounds tab.
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.

Same here #3365444

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