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LARIKN
Contributor I
October 5, 2021
Answered

Trouble Trouble Trouble

I have had nothing but trouble from this sound bar. I was looking for a seamless experience and that's exactly what I didn't get. Every time I turn on the TV the sound does not come through so I have to turn the TV on and off a few times for it to find and play through the sound bar. So I disconnected from the TV. Now I cant even play music through it from my iPhone. Seriously what a waist of money. If your a techy and you like playing with these things every time they stop working then you'll enjoy. But if you just want to use the damn thing and want it to work every time, don't waist your time as it is the most frustrating experience. Also when it did work once upon a time the voice from the TV and the Lips of the person speaking were out of sync. I made the adjustment for this according to the instructions but still wasn't quite there. Just another frustration. It now sits under my TV just looking good. Dont waist your money on this Frivolous technology. So glad I didn't setup the rest of the house with them as I intended to do.

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Airgetlam
AirgetlamAnswer
October 12, 2021

Because the TV is altering the signal that it’s getting from the source device, doing some sort of “processing” before passing it on to the Sonos. Sonos can only play a sound as quickly as they receive it, and not earlier. 

In some cases, there are devices that cause an issue for the CEC processor in the TV set, which is why often there’s a recommendation to unplug other devices, and only test with the one device, in an attempt to reduce the number of potential variables and identify the root cause.

In other cases, there have been issues in the software that runs the TV, which can be fixed by updating the TV itself to newer software. Or a simple reboot of that software, which is what Corry P is suggesting above.

There have been several reports of issues with the Hisense brand of TVs, and their ability to “pass through” a signal directly, without modification. I’ve not seen any previous mentions about needing to power cycle the TV before in order to activate the ARC (part of CEC) function, though.  

Of course, if it’s a hardware issue, and the TV is incapable of passing through the necessary data fast enough to get lipsync with an outside device (Sonos or any other, doesn’t really matter), than your issue is with the TV manufacturer, and not Sonos. 

Bruce
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LARIKNAuthor
Contributor I
October 12, 2021

I have nothing else plugged into my TV and don't see how lip sync is a problem with the TV since without SONOS all works fine. Its so unpredictable. Sometimes you need to turn the TV on 2-3 times before you get any sound through the SONOS at all. Wish I’d never bought it. 

Airgetlam
AirgetlamAnswer
October 12, 2021

Because the TV is altering the signal that it’s getting from the source device, doing some sort of “processing” before passing it on to the Sonos. Sonos can only play a sound as quickly as they receive it, and not earlier. 

In some cases, there are devices that cause an issue for the CEC processor in the TV set, which is why often there’s a recommendation to unplug other devices, and only test with the one device, in an attempt to reduce the number of potential variables and identify the root cause.

In other cases, there have been issues in the software that runs the TV, which can be fixed by updating the TV itself to newer software. Or a simple reboot of that software, which is what Corry P is suggesting above.

There have been several reports of issues with the Hisense brand of TVs, and their ability to “pass through” a signal directly, without modification. I’ve not seen any previous mentions about needing to power cycle the TV before in order to activate the ARC (part of CEC) function, though.  

Of course, if it’s a hardware issue, and the TV is incapable of passing through the necessary data fast enough to get lipsync with an outside device (Sonos or any other, doesn’t really matter), than your issue is with the TV manufacturer, and not Sonos. 

Bruce
Unhappy9
Lyricist III
October 12, 2021

Same issues. Previously connected as surround speakers disappear. I am not sure why Sonos engineers can’t figure out these bugs.  

Unhappy9
Lyricist III
October 15, 2021

Another night wasted troubleshooting this awful equipment. I unmount and unplug speakers and drag them to my router, unplug and reply’s routers and speakers to try and connect. The Sonos app cheetahs multiple rooms with the same name. Can’t locate speakers using “missing speakers” the user interface on the app sucks. Finally get speakers to connect one at a time. Move them back to the room and plug them in and they disappear again. Now I have two rooms with the same name and I am still missing my rear speakers. I have eight hours wasted on these speakers I bought. Cause they were supposed to be wireless and simple. I am told to connect them to the router to trouble shoot and they disappear as soon as they are moved. If anyone at Sonos monitors this forum and cares at all, please explain why no one at support can help me. 

Corry P
Corry P
Sonos Staff
October 15, 2021

Hi @Unhappy9 

Everyone at Sonos support can help you - that’s why we’re here.

It sounds like there’s something about your network that’s blocking the local Sonos traffic on your network. Often this is due to unsupported WiFi extenders, multiple routers, or the configuration of a multiple WAP (Wireless Access Point) system. 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. Or, go to Ask a Question and get some help from our very helpful community.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
Unhappy9
Lyricist III
October 15, 2021

Hi Corry P. I have been in touch with Sonos technical support several times and have spent hours on the phone and on chat with open cases sharing my screen and camera and troubleshooting. We go through the same steps and finally connect the speakers. The next day they are gone again. Sonos support is aware of my network and has seen the set-up through my camera. I have a spectrum modem connected to an Eero Gateway eero pro that is connected to a switch that connects the majority of my devices. Only my Sonos sub and two play 3 s are wireless. I never have issues with the sub. The play 3s used as rears for surround do not stay connected. 

Jeffrey_35
Jeffrey_35
Headliner III
October 15, 2021

@Unhappy9 I am just looking at my setup which is somewhat similar to yours and have a few questions for clarification. Have you been in contact at all with Spectrum? I know their modems are quirky and had issues with them as far as settings until I bought a Netgear instead. Also, curious why you have your router run through a switch and not hooked up directly to your modem or am I misunderstanding you? Finally, have you considered a Boost plugged in to your switch. It’s what I have and hadn’t had any networking issues once I dealt with all the S2 conversion issues. May be simplistic but just some thoughts I had. 

“The true sign of intelligence is not knowledge but imagination.”
    Unhappy9
    Lyricist III
    October 15, 2021

    @Jeffrey_35 Thank you for your reply. I have not been in touch with Spectrum because I am not having issues with any of my networked devices with an Ethernet cable and the wireless is disabled on the Spectrum modem. I did have the Spectrum modem connected to a router that ran through a Switch (NETGEAR ProSAFE JGS524PE 24-Port Gigabit PoE Web Managed (Plus) Switch with 12 PoE Ports) and the switch was connected to the eero Gateway Pro. On a support session with Sonos Tech they had be connect the Spectrum Modem directly to the eero gateway pro and then from the eero gateway pro to my switch. I have not considered a boost plugged in to my switch. I am not familiar with a boost. I do not have a very big house and it is a single story with the eero gateway pro and  two beacons. the area teh mesh has to cover is very small and I get strong wifi signal and speeds over wifi. I can connect the play3’s directly to the eero gateway pro and get them to show up and configure one at a time and then move them back to the room as wifi connected rear speakers It is a buggy process that takes several attempts for them to show up and configure and then show up again when they are moved and reconnected to power. I also lose the first one when connecting the 2nd speaker, the room names change on there own to Den 2 or create two of the same room name with speakers in the same room connected to one or the other. If I can get it all to work and connect the surround and tune they drop off again randomly within 24 hours and I start all over.

    Jeffrey_35
    Jeffrey_35
    Headliner III
    October 15, 2021

    @Unhappy9 Thanks for the clarifications. Maybe try the Boost. It’s like $100 I believe and it hardwires a Sonos to that router (I have mine hooked to my switch). It makes things a lot more stable. At worse, if it doesn’t work you can return it. It shouldn’t be but seems like it’s a rubiks cube finding the right combination.

    “The true sign of intelligence is not knowledge but imagination.”
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