Producer I

Question

Surround speakers cutting out after 6.3 update.

Forum|Forum|10 years ago
June 25, 2016
31 replies
2841 views

Hi there, I never have had a problem with my speakers before (My setup is Soundbar + SUB + 2xNEW Play:5s. After the update to the 6.3 for some reason the right or left surround cuts audio sporadically. They never cut at the same time.
What I already tried to do.

1 – Shutdown my router, wait a while and turn it on again. (My router is the ASUS RT-AC5300)

Since this didn’t work I went to the next step.

2 – Remove the surrounds speakers, remove the power cord of the speakers, wait a bit and reconfigure the surround speakers.

It didn’t work also.

The sound cuts are very brief something like 2-3s of no sound from the affected speaker, and let’s say that on an interval of 10 minutes this happens around 6 times.

Someone has any other troubleshooting tips? What to do from here?
Regards,
Tiago

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T

The LHC

If you didn't have an IP address conflict before, rebooting only your router is a good way of getting one. You need to shutdown everything connected to your network and restart it all. Wired Sonos, wireless Sonos, then everything else.

P

pranapool

Lyricist III

If you didn't have an IP address conflict before, rebooting only your router is a good way of getting one. You need to shutdown everything connected to your network and restart it all. Wired Sonos, wireless Sonos, then everything else.

I have the same exact setup as Tiago and was cruzin' for several months without a hitch. Then I updated two days ago to the latest version - 6.3 - and now the surrounds are cutting out completely for a second or two erratically (just like Tiago is describing).

I unplugged "everything" - modem, router, system, tv, etc. - still busted! I have not yet tried to disconnect the surrounds and sub, and then reconnect to soundbar. I guess I'll try that - but I don't have much confidence that it will fix the issue.

Perhaps a software patch?

Damn! - wish I didn't update.

Ryan E

Sonos Employee

Hey guys, we can help find out what's going on here.

The sound cuts are very brief something like 2-3s of no sound from the affected speaker, and let’s say that on an interval of 10 minutes this happens around 6 times.

Then I updated two days ago to the latest version - 6.3 - and now the surrounds are cutting out completely for a second or two erratically (just like Tiago is describing).

tiago and pranapool, would you two mind sending diagnostic reports right after you experience one of these dropouts? This FAQ will show you how to send one, just let me know what confirmation number you get. Make sure you've already tried the above steps of rebooting all your devices (though it sounds like you've both already done so). Ideally, we'd like to see the diagnostic sent within 5-10 minutes after one of the drops.

Thanks.

Help others find useful content by clicking the like button and selecting the best answer to your question.

P

pranapool

Lyricist III

Hey guys, we can help find out what's going on here.

The sound cuts are very brief something like 2-3s of no sound from the affected speaker, and let’s say that on an interval of 10 minutes this happens around 6 times.

Then I updated two days ago to the latest version - 6.3 - and now the surrounds are cutting out completely for a second or two erratically (just like Tiago is describing).

tiago and pranapool, would you two mind sending diagnostic reports right after you experience one of these dropouts? This FAQ will show you how to send one, just let me know what confirmation number you get. Make sure you've already tried the above steps of rebooting all your devices (though it sounds like you've both already done so). Ideally, we'd like to see the diagnostic sent within 5-10 minutes after one of the drops.

Thanks.

I'll be happy to do that if the issue persists, however, just after I posted my comment I removed my surrounds from the 5:1 system (from the software) and then added them back in. Been playing music for about 30 mins - and now its not cutting out anymore.

T

tiagoAuthor

Producer I

tiago and pranapool, would you two mind sending diagnostic reports right after you experience one of these dropouts? This FAQ will show you how to send one, just let me know what confirmation number you get. Make sure you've already tried the above steps of rebooting all your devices (though it sounds like you've both already done so). Ideally, we'd like to see the diagnostic sent within 5-10 minutes after one of the drops.

Thanks.

Hi there,

Thats the confirmation number after I've made the diagnostic: 6312511

Let me know if you see something.
Thank you!

P

pranapool

Lyricist III

Hey guys, we can help find out what's going on here.

The sound cuts are very brief something like 2-3s of no sound from the affected speaker, and let’s say that on an interval of 10 minutes this happens around 6 times.

Then I updated two days ago to the latest version - 6.3 - and now the surrounds are cutting out completely for a second or two erratically (just like Tiago is describing).

tiago and pranapool, would you two mind sending diagnostic reports right after you experience one of these dropouts? This FAQ will show you how to send one, just let me know what confirmation number you get. Make sure you've already tried the above steps of rebooting all your devices (though it sounds like you've both already done so). Ideally, we'd like to see the diagnostic sent within 5-10 minutes after one of the drops.

Thanks.

Hello Ryan E,

Woke up this morning and the issue has returned. I submitted a diagnostic #6314294 - don't know if it helps, but the issue happened while the diagnostic was running.

Let me know what you find.

Thanks

Ryan E

Sonos Employee

Thanks guys, I reviewed both diagnostics and I think we're looking at two separate issues. I'd like to get some more info on the context before continuing.

Thats the confirmation number after I've made the diagnostic: 6312511

At the time of the diagnostic, it looks like the PLAYBAR was playing a Dolby Digital 5.1 audio source from the TV. Can you tell me the make and model of your TV? I'd also like to know if the dropouts also happen when you play from a non-TV source, like a music service or radio station. I'd like to see if the drops you're experiencing are isolated to just Dolby 5.1 signals.

Woke up this morning and the issue has returned. I submitted a diagnostic #6314294

In this diagnostic, the PLAYBAR wasn't playing from the TV, but from a music source, is that correct? Do your surrounds dropout regardless of what source you're playing, or does it only happen when you're watching TV?

Help others find useful content by clicking the like button and selecting the best answer to your question.

T

tiagoAuthor

Producer I

Hi Ryan thanks for trying to mitigate this issue. My TV is the LG 55EG9200. It happens when I play audio via Spotify or Apple Music also. Its noticeable because I choose my playback method for music set for Full (enables louder, full range sound).

On TV I can also say for certain that it happens with stereo sound is coming out as well, but less frequent.

My router is supposed to be good and always worked well with my SONOS setup. The router is on the same room and 3 meters (10 feet) away from the speakers.

I will be home just by the end of the week now, I would be happy to do further diagnostics if you need to, in order to solve this.

Regards,

P

pranapool

Lyricist III

Thanks guys, I reviewed both diagnostics and I think we're looking at two separate issues. I'd like to get some more info on the context before continuing.

Thats the confirmation number after I've made the diagnostic: 6312511

At the time of the diagnostic, it looks like the PLAYBAR was playing a Dolby Digital 5.1 audio source from the TV. Can you tell me the make and model of your TV? I'd also like to know if the dropouts also happen when you play from a non-TV source, like a music service or radio station. I'd like to see if the drops you're experiencing are isolated to just Dolby 5.1 signals.

Woke up this morning and the issue has returned. I submitted a diagnostic #6314294

In this diagnostic, the PLAYBAR wasn't playing from the TV, but from a music source, is that correct? Do your surrounds dropout regardless of what source you're playing, or does it only happen when you're watching TV?

I haven't noticed from the TV - but the diagnostic is from Music Source (that's where the issue is)

P

pranapool

Lyricist III

Thanks guys, I reviewed both diagnostics and I think we're looking at two separate issues. I'd like to get some more info on the context before continuing.

Thats the confirmation number after I've made the diagnostic: 6312511

At the time of the diagnostic, it looks like the PLAYBAR was playing a Dolby Digital 5.1 audio source from the TV. Can you tell me the make and model of your TV? I'd also like to know if the dropouts also happen when you play from a non-TV source, like a music service or radio station. I'd like to see if the drops you're experiencing are isolated to just Dolby 5.1 signals.

Woke up this morning and the issue has returned. I submitted a diagnostic #6314294

In this diagnostic, the PLAYBAR wasn't playing from the TV, but from a music source, is that correct? Do your surrounds dropout regardless of what source you're playing, or does it only happen when you're watching TV?

Question Ryan - is there any way to go back to the previous version? (I'm guessing not.)

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