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I read through most of the posts on this topic trying to find an answer and tried a lot of the steps suggested to others and finally got my surround speakers working again. Yay! The next day, my husband upgraded to an iPhone 11 Pro and when he logged into the Sonos 2 app, the surround stopped working again.
I suspect the original problem started shortly after I got my iPhone 11 earlier this year (or maybe it was when we were forced to switch to the S2 app). Maybe it’s just a coincidence?

Here is my pertinent information:

  • Diagnotics #962960515
  • TV is a Sony Bravia XBR-65X850B
  • Sonos Playbar, Boost, Sub and two Play 3 speakers 
  • Google WiFi system (added in 2019 … maybe that is the problem?) - my modem WiFi is off.
  • TV is connected to the Playbar via optical digital audio cable
  • TV speaker setting = audio system

The Playbar, Sub and Play 3s are all showing up as connected in my Sonos2 app.  I can control the volume on the TV (Playbar) by pressing the volume button on one of the Play 3s, but no sound from them or the Sub.  

I have been tempted to set up another Sonos account and just transfer system ownership to myself so that I can just start over.  There has to be an easier way!  I have spent hours and hours reading other posts on this topic and trying all the suggested steps.  Frankly, I’m just about ready to purchase a different brand and take a sledge hammer to all my Sonos stuff.  

Somebody please help me figure this out!!!!  How do I undo everything and just start over?

Thank you in advance. 

Only SONOS staff has access to the diagnostic. Full disclosure: I have no experience with GOOGLE WiFi. Finally, refrain from a SONOS Factory Reset without further consult.

Is PLAYBAR wired or wireless?

Can you play music on the system? If you are playing music are PLAY:3 and SUB active?

The Playbar is wireless.  Only the Playbar plays when playing either music or TV.  But I can control the volume or turn off using the buttons on the Play 3.    

We need staff comment on the diagnostic.

I just tried the following:

  • unplugged ALL of my Sonos devices (Playbar, Boost, Sub and 5 Play 3s)
  • restarted my Google WiFi (powered off and then restarted in the Google WiFi app)
  • hard wired my Sonos Boost to the main Google WiFi hub (which is hard wired to my modem)
  • deleted the Sonos app from all iPhones/iPads and restarted them
  • reset each Sonos device while plugging back in (held down the play/pause button through white/amber blinking until blinking green)
  • reinstalled the Sonos app on my iPhone and logged in
  • instead of joining existing system, I set up a new one
  • once every device was added (all separately named rooms), I selected the room with the Playbar and added the surrounds (2 Play 3s) and the Sub

STILL NO SURROUND!!!  The TV sound is only coming from the Playbar.  😢😢😢

New diagnostic # is 1014066439

Very similar issue here. After lots of similar trouble shooting I think I got Surround to work. This involved changing my cable box output to Dolby Digital and my TV audio output to Dolby as well. At first I noticed either NO sound, or VERY faint sound from my Play: 1 suround speakers.

SOLUTION: I had to crank up the Surround Audio… Settings > System > select the surround set of speakers > go to Sound section > Sound Audio > TV Level and slide the slider dot up. I cranked the TV Level up to +7 or so. Depending on the programming I’m watching, the surround sound from the Play 1s can overwhelm the speech sound coming from the Playbar. For me the +7 setting seems to be the sweet spot. 

My setup: 

  • Samsung JU6400 Smart TV
  • Sonos Boost
  • 1 Playbar
  • 2 Play: 1s
  • Cable box is set to HDMI Audio output Dolby Digital 5.1 (HDMI cable from cable box to Samsung TV)
  • TV Audio settings: HDMI Audio Format: Bitstream; Audio Format: Dolby Digital; Dolby Digital Comp (compression?): Line; HD Audio: On
  • Playbar is wireless on SonosNet and audio is connected via optical cable to the TV

When playing music I get full sound on all 3 speakers. When playing TV or movies (streaming service), I’ve learned that surround sound is dependent on what you’re watching. NOT all movies or broadcasts seem to work with surround sound. 

 

 

 

When playing music I get full sound on all 3 speakers. When playing TV or movies (streaming service), I’ve learned that surround sound is dependent on what you’re watching. NOT all movies or broadcasts seem to work with surround sound. 

 

 

Sonos cannot magic up a 5.1 signal so that the surrounds will play. If you’re watching a Dolby Digital 2.0 or stereo signal, you will only get the relevant front channel signals. If you look at Settings, System, About My System you will see whether your Playbar is getting a stereo, Dolby Digital 2.0 or Dolby Digital 5.1 signal. 

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