Surround speakers cutting out after 6.3 update.

You're correct that it isn't possible to go back to an older software version. Hopefully your work with support will resolve your issue

You're correct that it isn't possible to go back to an older software version. Hopefully your work with support will resolve your issue

Thanks Stuart_W.

Unfortunately, Ryan E didn't reply back to my last response to his question - and it sounded like the diagnostic didn't reveal much. Need some assistance - please advise.

Thanks,

Hi pranapool.

I suggest, in the first instance, you really Jew Ryan's response and provide the answers he requested. Why you have have drop-outs of speakers there are 2 likely culprits. 1. IP conflict or 2. Interference.

1. Reboot wireless system by switching router, all Sonos and every device off and restart power - router first then Sonos gear then rest. 2. Make sure Sonos and wi-Fi channels are NOT the same.

Hi pranapool.

I suggest, in the first instance, you really Jew Ryan's response and provide the answers he requested. Why you have have drop-outs of speakers there are 2 likely culprits. 1. IP conflict or 2. Interference.

1. Reboot wireless system by switching router, all Sonos and every device off and restart power - router first then Sonos gear then rest. 2. Make sure Sonos and wi-Fi channels are NOT the same.

Mmm. That is meant to say "view Ryan's response"......


damned eyes at 7am weren't working properly!

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).

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

Thanks for the updates guys, and apologies for the delay in response.

Tiago, that TV should work just fine with the PLAYBAR, so nothing to worry about there. It's odd that the dropouts are occurring from multiple sources - this may indicate more than one issue here, and I'll want to have a support technician take a closer look at this with you. I'll get a ticket started for you under 160630-001650. When you’re next available, would you mind giving our Customer Care team a call via phone? The contact info can be found here. Thanks.

pranapool, I’d also like to get a ticket started for you. The diagnostic was showing that your Sonos system was communicating well at the time of the dropout, so we’ll want a technician to double check and make sure everything’s working okay locally. If the problem occurs only with music services instead of TV audio, this usually indicates a local issue or an internet issue, though the fact that only the surrounds are dropping makes me lean more towards local. I’ll make your ticket under reference number 160630-001669, mind calling as well? Here's the link for the contact info.

Thanks again.

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).

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

Thanks for the updates guys, and apologies for the delay in response.

Tiago, that TV should work just fine with the PLAYBAR, so nothing to worry about there. It's odd that the dropouts are occurring from multiple sources - this may indicate more than one issue here, and I'll want to have a support technician take a closer look at this with you. I'll get a ticket started for you under 160630-001650. When you’re next available, would you mind giving our Customer Care team a call via phone? The contact info can be found here. Thanks.

pranapool, I’d also like to get a ticket started for you. The diagnostic was showing that your Sonos system was communicating well at the time of the dropout, so we’ll want a technician to double check and make sure everything’s working okay locally. If the problem occurs only with music services instead of TV audio, this usually indicates a local issue or an internet issue, though the fact that only the surrounds are dropping makes me lean more towards local. I’ll make your ticket under reference number 160630-001669, mind calling as well? Here's the link for the contact info.

Thanks again.

Ryan - thanks for the reply.

Just as a recap, the surrounds are cutting out both with just music and when watch TV without a 5:1 audio signal - I haven't noticed an issue when 5:1 program (from TV or AppleT, etc.). I've reset all the devices in the recommended order. I've also tried assigning static addresses from my airport extreme base station: bar:10.0.1.3, sub:10.0.1.4, left:10.0.1.5, right:10.0.1.6 - nothing fixes the issue permanently.

I get ~100Mbps down and ~25Mbps up from my cable internet provider (modem is on the "good" list).

I've tried keeping the bar attached to a cat-5 cable directly to router. None of this is making a difference.

Just for the record - prior to update - I've *never had a drop out - now its a guarantee every 3-5 minutes.

I can only help diagnose in the evenings when I get home - or weekends. However, I can call you during the day/week - which I will try to do today.

Thanks,

Hi there,

Ryan, thanks for opening the support ticket. I will try to give them a call this week. I already tried to shut down everything remove surround speakers and adding them back again and nothing fixed it. I really think it has to do with the 6.3 update never had any problem before.

While I am writing I am listing to some music and yes it definitively happen with music source as well. Since I rebooted and now I am listening to stereo music I did another diagnose so maybe you can see whats going on, hopefully. (New diagnose number 6330278)

When the technicians have something to say they will try to get in touch some how?

Regards,

Tiago

Probably best to phone them. The support ticket can be accessed via your account but unless you've given them your phone number they can't contact you that way.

I had the same problem with my home theatre setup with Play 5s as surround. Left Play will periodically cut for a second. I submitted diagnostic #6328197.

Interestingly I dont have this issue when using pair of Play 1s as surround.

I had the same problem with my home theatre setup with Play 5s as surround. Left Play will periodically cut for a second. I submitted diagnostic #6328197.

Interestingly I dont have this issue when using pair of Play 1s as surround.

Hi febi85,

It looks like you're working with our phone team and have a case number: 160704-001277. Please continue to work with them and let us know if you're unable to get things working properly.