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I have setup a surround with Arc, Sub, and a pair of Play:1.    This is connected to the TV via HDMI to the TV eARC HDMI port.   The TV is a LG Nano99 65 inch 8K NanoCell TV (Model: 65NANO996NA.AEK)

 

My problem is that the rear pair of Play:1 does not have sound come out when playing movie from Netflix or from my own movies from Plex.   The rear pair of Play:1 has sound when playing music from Spotify playlist “SONOS Dolby Atmos”.

 

This works intermittently.   It has been working for some length of time when the surround was first setup last week.   Then, the rear pair of Play:1 is turned off and on (because I need to place them on stands).   Then, I have this struggle thar the read Play:1 plays no sound from Netflix nor from Plex.   

I have tried power cycled everything.   Tried removing the surround and re-created the surround.   This has been done several times. 

 

Of course I have tried playing music on individual Arc+Sub, each Play:1 and also both Play:1 as stereo pair.   All are done when the surround was taken down and all are pllaying fine.

 

The Sound setup is as follows:

DTV Audio Setting: Auto (other possible setting are MPEG, Dolby Digital, Dolby Digital Plus, HE-ACC)

Digital Sound Out: Auto (Other possible setting are PCM, Pass Through)

 

Moderator Note - Removed and recorded diagnostics number.

You’ll need to contact Sonos support and tell them that diagnostics number. 

Also, are you sure your movie subscriptions are sending Dolby Digital 5.1 or just 2-channel PCM.

@chubao989c

If the speakers are working with music then they are working fine. So it will be 1) the content doesn’t have any audio in the surround channels when you are listening, or at all (it might just be stereo) - don’t forget the surrounds will only have any sound in them when the audio track has use for them, you will not hear sound there all the time; and/or 2) your TV sound output settings need attention to ensure they are sending surround audio. You should be using ‘pass through’ if watching Netflix on an external device like an Apple TV or Firestick or set top box (but of course not when using the TV’s built in apps).
Not sure any Sonos support would be able to help with this one.

Edit - you definitely added the Play :1s by using the Add Surrounds option?

Also, are you sure your movie subscriptions are sending Dolby Digital 5.1 or just 2-channel PCM.

Yes.  The Sonos app shows Dolby MAT 5.1.  So i think Sonos  detects from the eARC connection that the audio signal is not simply stereo.  Netflix is also showing 5.1 as audio option and the option is chosen

@chubao989c

If the speakers are working with music then they are working fine. So it will be 1) the content doesn’t have any audio in the surround channels when you are listening, or at all (it might just be stereo) - don’t forget the surrounds will only have any sound in them when the audio track has use for them, you will not hear sound there all the time; and/or 2) your TV sound output settings need attention to ensure they are sending surround audio. You should be using ‘pass through’ if watching Netflix on an external device like an Apple TV or Firestick or set top box (but of course not when using the TV’s built in apps).
Not sure any Sonos support would be able to help with this one.

Edit - you definitely added the Play :1s by using the Add Surrounds option?

I have read from the Internet and have played from Netflix well known surround soubd chapters from Baby Driver (2017) and 6 Underground (2019).  I am UK and therefore the Netflix Test is not available for me.

@chubao989c

If the speakers are working with music then they are working fine. So it will be 1) the content doesn’t have any audio in the surround channels when you are listening, or at all (it might just be stereo) - don’t forget the surrounds will only have any sound in them when the audio track has use for them, you will not hear sound there all the time; and/or 2) your TV sound output settings need attention to ensure they are sending surround audio. You should be using ‘pass through’ if watching Netflix on an external device like an Apple TV or Firestick or set top box (but of course not when using the TV’s built in apps).
Not sure any Sonos support would be able to help with this one.

Edit - you definitely added the Play :1s by using the Add Surrounds option?

I have read from the Internet and have played from Netflix well known surround soubd chapters from Baby Driver (2017) and 6 Underground (2019).  I am UK and therefore the Netflix Test is not available for me.

Ah.  Let me try choosing ’pass through’.  But the movie is played from the LG TV WebOS app.  It should unlikely be the cause.

try a YouTube dolby 5.1 demo that will give sound out each channel and speaker 

All,  I think I will contact Sonos support.

 

I have tried fiddling around the setting in the LG TV quite a bit (though there is not much to fiddling around).   I mostly switching the “Digital Sound Out” between “Auto” and “Pass Through”.  Also, I am toggling the eARC on and off.

 

What I have got is… there is suddenly sound from the rear Play:1.   This might work for a Netflix movie and until I stopped playing the movie and switched playing from another movie, then suddenly the rear Play:1 became silent.   There was signs on the TV as the TV pops up “Sonos become available” before the rear Play:1 turned silent.

 

All the time, Sonos app says it is receiving Dolby MAT 5.1 :(     

I just had a chat with Sonos Support.   They are quite helpful.   Since I have the diagnostic taken earlier, he is able to identify that I have interference on SonosNet Channel 1 (the default channel).  He suggested me to change to another Channel.   I have changed to Channel 6 and immediately the rear Play:1 is playing again.   I will see how it goes in the coming days. 

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