Question

TV Audio issues - here's my diagnostic report

  • 30 May 2020
  • 1 reply
  • 52 views

My diagnostic report is 2138165444. 
 

One of our speakers does not work when listening to TV, however it does work when listening to music. 
 

Thanks


1 reply

Userlevel 5
Badge +15

@lrostek Thank you for bringing your concerns to us here and welcome to the Sonos Community. What are you watching on the TV as in a TV show, the news or a movie channel? When you say one of your speakers does not work which speaker is it in your surround? The left or right Sonos One SL? How are you getting you video content to the TV as in a cable box, streaming service or built-in smart app? Also, what is the TV’s make and model number?

Before we jump into deeper troubleshooting steps, your supplied diagnostic report number shows your Sonos products have not been re-booted in over 30+ days. Please remove your TV from the outlet, as well as your three Sonos products for 15 seconds with no lights. When everything is re-booted and connected back into the Sonos app please test the TV and streaming music audio for 30+ minutes and follow up here with the testing results along with a new diagnostic report number.

If you are still having the audio issue then also follow up with the requested above information along with your full network topology with the model names and numbers of the products that are wired or wirelessly connected on your network for any modem, router(s), extenders, access points or switches (managed or unmanaged).

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