playbar tv sound dropping out

8 replies
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Playbar sound keeps cracking and drops out for split second when watching tv. Connected to Samsung 65" tv via optic cable, also have two play 1's as surround speakers. Every so often the sound stops for split second and seems to stutter and crackle very slightly.

I've just run a diagnostic number 1783555761

Thanks.

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Corry PAnswer

Sonos Staff

Hi @Toon Nut

Welcome to the Sonos Community!

Your Playbar is affected by an issue that we are aware of and are investigating. At this time, rebooting this device is the best way to alleviate this issue, but it will only help for a while at which point another reboot will be needed. We do not currently have an ETA for a resolution, but we are treating it as high priority.

I hope this helps.

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

Corry PAnswer

Sonos Staff

Hi @Toon Nut

Welcome to the Sonos Community!

Your Playbar is affected by an issue that we are aware of and are investigating. At this time, rebooting this device is the best way to alleviate this issue, but it will only help for a while at which point another reboot will be needed. We do not currently have an ETA for a resolution, but we are treating it as high priority.

I hope this helps.

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

T

Toon NutAuthor

Contributor II

Thanks Corry, appreciate that.

M

mheisey

Lyricist III

Corry, are some Connect Amps also affected by this issue? We have been experiencing this cutout issue on a few Connect Amps as well.

S

Swsw

Trending Lyricist I

Hi @Toon Nut

Welcome to the Sonos Community!

Your Playbar is affected by an issue that we are aware of and are investigating. At this time, rebooting this device is the best way to alleviate this issue, but it will only help for a while at which point another reboot will be needed. We do not currently have an ETA for a resolution, but we are treating it as high priority.

I hope this helps.

Hi Corey What is the current version of software thats affected. Since I am set for auto updates, I would like be able to tell when the newer SW version is applied.

Airgetlam

https://support.sonos.com/en-us/article/release-notes-for-sonos-s2

Bruce

Corry P

Sonos Staff

Hi @mheisey

There is a known issue that affects some older devices that cannot be resolved, and has the same symptoms - audio interruptions. I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports. They will be able to determine which issue is affecting your Connect:Amps and advise from there.

I hope this helps.

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