So I have been trouble shooting this issue since the first week of November 2022.I have had my setup since June 2022, with no issues until the first week of November.I have an ARC sound bad, gen3 Sub and 2 One SL that I use as surrounds. They area all bonded to the arc in the living room. I have gone through multiple trouble shooting sessions via chat and on the phone as well.The issue: There is an audio delay from the One SL surrounds whenever I am watching TV or streaming audio. The audio from the TV to the Arc is perfect, there is a delay coming from the surrounds only. Whenever I start a session, the audio is in sync for the first 10 or so minutes, and then the delay becomes noticeable. When I change the source, or when I turn off the surrounds and turn them back on immediately in the app, they are in sync again, until 10 or so minutes the delay becomes noticeable. The delay gets worse over time past the 10 minute mark. Since June I had the the whole system connected via wifi with no issues. Here is a list of things I have tried to resolve the issue:I installed a separate wifi router that only had the Sonos system on it, same issue I did a factory reset on the whole setup, same issue I tried it with and without Trueplay, same issue I reset the router, same issue I connected the Arc via Ethernet cable, same issue I tried adjusting the response time from low, to mid, to high, to max, same issue I tried adjusting the lip sync slider, same issue I tried disconnecting my cable box from the TV, same issue I tried SonosNet channels, 1, 6 and 11, same issue I am at a loss of what other things I can try, what I do know is that from June until November, I was in love with the Sonos system I have at home. Since then, I find myself turning off the surrounds in my day to day use of the system, or when I am watching a movie that I am into, I spend the whole time toggling the surround audio on/off every 10-15 minutes to reset the delay. Yes my home has a bunch of wireless items, cameras, doorbells, smart lights etc. but nothing has really changed since June in terms of anything that can be causing wireless interference. My guess is that now since the Arc is connected via ethernet and communicates to the Surrounds via Sonosnet, it is unrelated to the wifi and less prone to wireless interference? The people I have chatted with/spoken to seem to tell me that on their end, there is no sign that anything is wrong with my system. Any tips or advice from anyone who has had the same issue would be greatly appreciated. Case number: ******** Diagnostic: 1290882174 Moderator Note: Removed case number as it is considered private information.

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Constant audio delay / out of sync from ONE SL surrounds

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So I have been trouble shooting this issue since the first week of November 2022.I have had my setup since June 2022, with no issues until the first week of November.

I have an ARC sound bad, gen3 Sub and 2 One SL that I use as surrounds. They area all bonded to the arc in the living room.

I have gone through multiple trouble shooting sessions via chat and on the phone as well.

The issue: There is an audio delay from the One SL surrounds whenever I am watching TV or streaming audio. The audio from the TV to the Arc is perfect, there is a delay coming from the surrounds only. Whenever I start a session, the audio is in sync for the first 10 or so minutes, and then the delay becomes noticeable. When I change the source, or when I turn off the surrounds and turn them back on immediately in the app, they are in sync again, until 10 or so minutes the delay becomes noticeable. The delay gets worse over time past the 10 minute mark.

Since June I had the the whole system connected via wifi with no issues. Here is a list of things I have tried to resolve the issue:

I installed a separate wifi router that only had the Sonos system on it, same issue
I did a factory reset on the whole setup, same issue
I tried it with and without Trueplay, same issue
I reset the router, same issue
I connected the Arc via Ethernet cable, same issue
I tried adjusting the response time from low, to mid, to high, to max, same issue
I tried adjusting the lip sync slider, same issue
I tried disconnecting my cable box from the TV, same issue
I tried SonosNet channels, 1, 6 and 11, same issue

I am at a loss of what other things I can try, what I do know is that from June until November, I was in love with the Sonos system I have at home. Since then, I find myself turning off the surrounds in my day to day use of the system, or when I am watching a movie that I am into, I spend the whole time toggling the surround audio on/off every 10-15 minutes to reset the delay.

Yes my home has a bunch of wireless items, cameras, doorbells, smart lights etc. but nothing has really changed since June in terms of anything that can be causing wireless interference. My guess is that now since the Arc is connected via ethernet and communicates to the Surrounds via Sonosnet, it is unrelated to the wifi and less prone to wireless interference?

The people I have chatted with/spoken to seem to tell me that on their end, there is no sign that anything is wrong with my system.

Any tips or advice from anyone who has had the same issue would be greatly appreciated.

Case number: ********

Diagnostic: 1290882174

Moderator Note: Removed case number as it is considered private information.

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ajad26Answer

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So I’ve had my replacement arc for 5 days now and so far, the audio issues have been fully resolved! Seems the faulty Arc was the culprit all along.

Thanks again Corry for all your help and to all those who have contributed. I love my Sonos setup once again!

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ajad26Author

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Hey so I haven’t received my new One SL, but I was doing further testing and I am now 100% sure that both One SL surrounds are out of sync with the arc. (Did this by scrolling on the TV menu and listening for the “ding” while scrolling).

Is it possible to check if both surrounds are affected by the same fault or could it be the arc that is faulty?

I just ran a new diagnostic after I did the ding test: 1812713748

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Corry P

Sonos Staff

Hi @ajad26

My sincerest apologies - the LR speaker does indeed show the same issues as the RR, but the out-of-sync issue was not, in this case, reported in the diagnostic’s summary so I didn’t really investigate that speaker enough. Also, it's very rare for two speakers to exhibit the same fault on one system.

Again, I have added notes to your existing case - please get back in touch to arrange a second replacement.

I did of course then take a closer look at your Arc - other than a lot of 5Gz channel hopping, it looks okay. The channel hopping may well be an artefact of the faults the surrounds have, so we’ll wait and see how things go once both surrounds have been replaced.

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

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ajad26Author

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Hi @ajad26

My sincerest apologies - the LR speaker does indeed show the same issues as the RR, but the out-of-sync issue was not, in this case, reported in the diagnostic’s summary so I didn’t really investigate that speaker enough. Also, it's very rare for two speakers to exhibit the same fault on one system.

Again, I have added notes to your existing case - please get back in touch to arrange a second replacement.

I did of course then take a closer look at your Arc - other than a lot of 5Gz channel hopping, it looks okay. The channel hopping may well be an artefact of the faults the surrounds have, so we’ll wait and see how things go once both surrounds have been replaced.

Perfect, I will be in touch with them once they open.

Would it be worth trying to lock the routers 5 GHz wifi network to a specific channel in the meantime to see if it resolves the issue?

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Corry P

Sonos Staff

Hi @ajad26

If the router is at all close to the Arc (it certainly doesn’t look like it), you would probably have more success just separating the two. In theory, however, yes - it’s just a question as to whether your router allows you to do so. If it does, I recommend it (after checking which channels are clear in your locale).

If there aren’t any devices near the Arc transmitting 5GHz, then I’d put the behaviour down to the SLs’ issues.

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

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ajad26Author

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Hi @ajad26

If the router is at all close to the Arc (it certainly doesn’t look like it), you would probably have more success just separating the two. In theory, however, yes - it’s just a question as to whether your router allows you to do so. If it does, I recommend it (after checking which channels are clear in your locale).

If there aren’t any devices near the Arc transmitting 5GHz, then I’d put the behaviour down to the SLs’ issues.

Gotcha, the router is indeed about 45 feet away from the Arc, so it is unlikely. I’ll check for the clear channels and see if it helps although it does seem that the issue is the SLs. The sub which is not connected to an ethernet cable has never appeared out of sync, allowing me to believe that the issue is strictly related to the surrounds.

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ajad26Author

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Hate to be the bearer of bad news but the issue persists with the replacement One SLs.

latest diagnostic: 951989083

At a loss as to what it might be now. I will try all the usual trouble shooting shooting steps in the meantime.

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Corry P

Sonos Staff

Hi @ajad26

Apologies for the delay - I’ve been on holiday.

Some time after my last reply to you, I was informed by a colleague that it may indeed be the Arc that was at fault, but that we still needed to verify the fact by replacing that last surround speaker.

I can only apologise for the time (and effort) this is taking to resolve, but with the replacement of the Arc, there won’t be much left to go wrong again. Please get in touch with our technical support team one more time and report that you’re still experiencing these sync issues.

Note that there is a possibility that the Arris router is at fault, so please test with the Arc connected to ethernet if you haven’t done so since replacing the second surround speaker. Thanks.

I hope this helps.

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

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ajad26Author

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Hi @ajad26

Apologies for the delay - I’ve been on holiday.

Some time after my last reply to you, I was informed by a colleague that it may indeed be the Arc that was at fault, but that we still needed to verify the fact by replacing that last surround speaker.

I can only apologise for the time (and effort) this is taking to resolve, but with the replacement of the Arc, there won’t be much left to go wrong again. Please get in touch with our technical support team one more time and report that you’re still experiencing these sync issues.

Note that there is a possibility that the Arris router is at fault, so please test with the Arc connected to ethernet if you haven’t done so since replacing the second surround speaker. Thanks.

I hope this helps.

Hey!

Thanks again for the reply. The arc is indeed connected via Ethernet and the sync issue has been persistent.

I’ll give the technical support a call to see what they can do about the arc. Have you put a note in the file already?

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Corry P

Sonos Staff

Hi @ajad26

I’ll give the technical support a call to see what they can do about the arc. Have you put a note in the file already?

Yes, but some further troubleshooting may be required. Procedures have changed since I was in technical support, and Europe (where I am) and America had differing procedures to start with.

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

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ajad26Author

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Hi @ajad26

I’ll give the technical support a call to see what they can do about the arc. Have you put a note in the file already?

Yes, but some further troubleshooting may be required. Procedures have changed since I was in technical support, and Europe (where I am) and America had differing procedures to start with.

Perfect thanks Corry, I’ll give them a call from home after work, will report back!

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