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Kaleb3544
Trending Lyricist I
December 27, 2017
Answered

Soundbar cutting out

  • December 27, 2017
  • 23 replies
  • 4999 views
Just got my Sonos for Christmas. Not happy....Sound has been cutting out and then quitting all together while watching movies and live tv. Have to unplug soundbar from power source and reconnect. This has happened about 5 times in 2 days.

Any ideas on why or what is going on? Would appreciate any feedback.

Also got a 1 and Play 1, not realizing you cannot have surround sound unless both units are the same??? This seems odd, why would I need 2 1’s with Alexa. Thought I could do 1 1 and 1 play 1.

Sonos, figure this out please. For the price of this unit I shouldn’t be having these issues.

Thanks,
Unhappy Customer so far.
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      Best answer by Kaleb3544
      Tv Model - UN60H7150

      Software Version - T-MST14AKUC - 2200.9,BT s/g

      I read online I may need to download it from the Samsung website to my computer and use jump drive?? My TV is connected to internet and runs automatic updates so I’m prettt sure it’s all up to date.

      Not sure though

      23 replies

      Show previous replies
      Kaleb3544Author
      Trending Lyricist I
      December 29, 2017
      8290994 Dead ass sound...
      Airgetlam
      Airgetlam
      December 29, 2017
      Yes,, firmware and software are effectively the same. Let's see what Sonos has to say about that diagnostic.
      Bruce
      Kaleb3544Author
      Trending Lyricist I
      December 29, 2017
      Will Sonos respond to this thread or somewhere else for the diagnostic?
      Airgetlam
      Airgetlam
      December 29, 2017
      Well, you have a few choices. Eventually, it could be today, it might not, someone from Sonos will respond here. Or, you could choose to avail yourself of one of their other methods of contact, which appear to be more immediate, by clicking on the link at the bottom of this page that says "Contact Us". I recall that they have twitter, and maybe Facebook messenger, as well as the phone lines. Any of those would probably be much quicker than the relatively asynchronous forums.
      Bruce
      Kaleb3544Author
      Trending Lyricist I
      December 30, 2017
      Yeah, I tried calling last night. Told me it would be over a 30 minute wait..... I’m just surprised that this company is staying competitive with the mass amount of issues their products seem to be having. Looking over this forum and there seems to be a TON of issues. I guess I can try Twitter or FB....
      D33p5t3r
      D33p5t3r
      Collaborator II
      December 30, 2017
      My initial thoughts on this is that it smacks of the TV not processing the audio properly in DD mode. Especially with the Amazon Fire as it outputs DD+ to the TV, and your TV will then need to downgrade further into DD for the Playbar.

      We can run a process of elimination. Please can you run the TV in PCM mode with your aerial ONLY. Do you still get drop outs?
      Sony 55XE9305 4K TV | Sonos Beam | Sonos Amp | Apple TV (2nd Gen) | Monitor Audio CT-165 Ceiling Speakers
      Toneetee
      Lyricist I
      December 31, 2017
      Hi guys am having issues with my tv and sound bar, music runs fine but no sound in tv, only happened since last update
      Toneetee
      Lyricist I
      December 31, 2017
      Also have been in contact with customer support tried everything they suggested but just more frustration
      abear33
      Lyricist III
      January 2, 2018
      This problem is all over the forums. I have had my Playbar for approximately one year, worked wonderfully the first six months or so, in the last couple months it cannot get through two songs. Works fine when wired to the TV, but ever since the Sonos software update it does not connect to anything online. Everyone keeps recommending router configuration fixes and other items, but ultimately this is a Sonos problem that they need to fix given the number of people experiencing the same issue. If Pandora on my phone plays perfectly over my Wi-Fi but switching to the Playbar does not work, it is a Sonos issue. Fix it please.
      Airgetlam
      Airgetlam
      January 2, 2018
      Assuming that it is a problem with your local wifi, which it does sound like it is, how do you propose that Sonos "fixes" it? How can they "fix" the fact that your router has handed out a duplicate IP address, or that your neighbor has added a new wifi signal that is stomping on yours?
      Bruce
      Show more replies
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