Hi All,Hoping to get some support here as Sonos support has been highly disappointing. I have had a Sonos Arc and Sub Gen3 for 7 months and recently added a pair of One SL’s to make the system a compplete 5.1.2. There were no issues initially until last week and quite recently I have started to experience the below symptoms: Sub Gen 3 and Surrounds completely pair out and produce no sound Produce Lag when a track is played All speakers show Online in the app (Arc+Sub+LS+RS) and I dont see “?” Problem is consistent across platforms when it happens » Playing TV, Apple Airplay, Netflix, YoutubeI have a basic Wifi setup with dual band wifi and mesh that has been there for 6+ months. Initially, I tried rebooting each device which resolved the issue temporarily until it occured again. I then resetted the whole system from scratch starting with Arc, Sub and surrounds each. However, the problem didnt go away. I raised a case with Sonos and to my luck, I came across engineers who dont fully understand the problem and started recommending by shooting in the dark, I did however try all of that:Changing the Wireless Channel Hardwiring my Sonos Arc to Router and ensuring each component displays WM0The problem still continues and experience is that if you let the media play for 15-20 minutes, it reconnects and then few minutes later gets back to problematic state. I have tried every possible combination, tried disabling Wifi Band steering, changing channel to 1, 11, Hardwiring, resetting but nothing seems to work. Neither, I am able to get hold of a qualified technician who fully understands the problem. Unsure, if there is someone in the community who has faced this as mostly the boards I read have Play1’s, etc. I have the diagnostics from when the problem occured as below: 1411405691 » Sub and Surrounds complelety drop out and produce no audio. They show as Online in the App 1272869643 » Sub, surrounds and Arc are Out of synch and have lag which is easily distinguishableThe case number I have open is ******** . I was told telephonically yesterday that escalation team will be in touch but that hasnt happened. I feel I have wasted 3500 AU$ spent and should have stuck with Bose instead. Would anyone know the escalation matrix in Australia as well? ThanksK Moderator Note: removed case number

Enthusiast II

Answered

Subwoofer Gen 3 and Surrounds dropping out

22 replies
971 views

Hi All,

Hoping to get some support here as Sonos support has been highly disappointing. I have had a Sonos Arc and Sub Gen3 for 7 months and recently added a pair of One SL’s to make the system a compplete 5.1.2. There were no issues initially until last week and quite recently I have started to experience the below symptoms:

Sub Gen 3 and Surrounds completely pair out and produce no sound
Produce Lag when a track is played
All speakers show Online in the app (Arc+Sub+LS+RS) and I dont see “?”
Problem is consistent across platforms when it happens » Playing TV, Apple Airplay, Netflix, Youtube

I have a basic Wifi setup with dual band wifi and mesh that has been there for 6+ months. Initially, I tried rebooting each device which resolved the issue temporarily until it occured again. I then resetted the whole system from scratch starting with Arc, Sub and surrounds each. However, the problem didnt go away. I raised a case with Sonos and to my luck, I came across engineers who dont fully understand the problem and started recommending by shooting in the dark, I did however try all of that:

Changing the Wireless Channel
Hardwiring my Sonos Arc to Router and ensuring each component displays WM0

The problem still continues and experience is that if you let the media play for 15-20 minutes, it reconnects and then few minutes later gets back to problematic state. I have tried every possible combination, tried disabling Wifi Band steering, changing channel to 1, 11, Hardwiring, resetting but nothing seems to work. Neither, I am able to get hold of a qualified technician who fully understands the problem.

Unsure, if there is someone in the community who has faced this as mostly the boards I read have Play1’s, etc. I have the diagnostics from when the problem occured as below:

1411405691 » Sub and Surrounds complelety drop out and produce no audio. They show as Online in the App
1272869643 » Sub, surrounds and Arc are Out of synch and have lag which is easily distinguishable

The case number I have open is ******** . I was told telephonically yesterday that escalation team will be in touch but that hasnt happened. I feel I have wasted 3500 AU$ spent and should have stuck with Bose instead.

Would anyone know the escalation matrix in Australia as well?

Thanks

K

Moderator Note: removed case number

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Corry PAnswer

Sonos Staff

Edit, May 4th: Hi all, I was a bit premature with posting the original best answer message in this topic. While we have been investigating Topilouf’s issue, we have not seen an increase in surround audio errors and do not see anything that suggests that you all will experience the same issue following the recent update. If you do experience issues while listening to your Sonos system, we always encourage you to contact us and we will do our utmost to support you.

Hi All

Just to let you all know, we have now identified an issue whereby some Sonos Home Theatre satellites will experience audio interruptions after the latest 14.6 update.

We are investigating the situation and hope to resolve it soon. At present, we have no further information to share.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

Show previous replies

Corry P

Sonos Staff

Hi all,

I was a bit premature with posting the original best answer message in this topic. While we have been investigating Topilouf’s issue, we have not seen an increase in surround audio errors and do not see anything that suggests that you all will experience the same issue following the recent update. If you do experience issues while listening to your Sonos system, we always encourage you to contact us and we will do our utmost to support you.

Apologies for any confusion caused.

Kind Regards

Corry P

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

B

bschwartz

Contributor I

I'm also experiencing the same thing and am on 14.6.1. Have had Sonos for a very long time and just started having the sub and surrounds start dropping out randomly. It's not just with the TV either. It will happen with just audio as well. I've only had my Arc since January but it worked fine for a while. Certainly does seem suspicious that an update broke something. Defi timely going to be turning auto updates off. Any way to downgrade to a previous version? This is incredibly frustrating.

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