Play one surround speakers show enabled/disabled Wi-Fi grayed out

That’s how the surrounds should display in the new Sonos App (see below) - Sonos HT ‘bonded’ surrounds don’t use your routers WiFi … they use an Ad-hoc 5Ghz connection to the main HT player, the Beam in your case.

The only way to disable the adapters is to wire the surrounds to the LAN first… (not recommended).

if you’re not getting any TV audio from the surrounds, I would check the codec (badge) shown on the ‘now playing’ screen - it’s probably going to be PCM stereo.

If playing music audio, then try setting the surrounds to ‘Full’ music output, rather than ‘Ambient’ in the Beam ‘room’ settings. (Note that the ‘Full’ audio output feature is not relevant if playing (spatial) Atmos music audio).

Thanks for your detailed response. I did try a few of those things. However, after spending hours on hold and in contact with customer service, somehow it came back around them telling me that I had two accounts and that I had to use the old one and transfer it to the new one. Ultimately I have no idea where we were going with that but after literally another hour. I said well are you telling me that you can resolve this if I just leave it under the old account. She said yes! I said then all you had to do is tell me that in the beginning and I could have simply continued using the old account. So, the moral of the story is for me at least I love my Sonos but I'm very frustrated with the changes and updates and issues that they've had lately. I'm not sure I'll continue to grow with Sonos but for now I'm happy. Not having my surround was like listen to AM radio! Again thank you for your detailed response.

Cheers 

@hamiltdl,

Glad to hear you have now got things sorted. Just to add once you have a Sonos Household setup and working you can go onto transfer it to whichever Sonos Account you prefer. If you do ever want it to be held under your old account credentials … then see this Sonos Support link:

https://support.sonos.com/en-us/article/transfer-your-sonos-system-to-a-new-account

I appreciate it but after so many hours and thinking it was resolved I'm right back to square one. I have a beam and I'm simply trying to connect my play ones to my beam. It's been connected for a couple of years however with Sonos updates and apps and all that my whole system is gone into confusion. But right now my focus is directly on this situation. Again I can set them up for surround and I hear the surround sound that indicates that they've been set up but once I go to play them no sound comes out of them. So I would appreciate any help because after being on hold for almost an hour and then on the phone for more than an hour to come away with no solution is depressing. Desperately seeking help!

Probably best to start at the very basics.

Under settings look at your TV Room, down a bit it will tell you what Sonos are part of the Room. You should see the Beam and your surrounds listed. If you don't factory reset the surrounds to clear out any previous setup confusion, then make sure your App is connected to the Beam and use the ADD function to connect the Surrounds, then connect them to the Beam using the add surrounds option.

Do not mess with the disable WiFi stuff, on ANY of your Sonos, that has caused so many grief as it doesn't disable the WiFi but turns off the radio needed for normal operation.

I've already done exactly that at least three times. I've deleted the play ones and added them back and then added them to the surround for the bean. I deleted the beam added it back then added the play ones that's around. They actually create a surround system because I hear the tone indicating that they're connected in the surround system however when I go to play TV or music nothing comes out of them. However, the volume on the individual play ones work to control the beam but nothing comes out of the play ones. 

Actually, once I connected to play ones to the system I could actually access them from another room and create a group. Even the beam will create a group with them but it will not create surround sound. 

I'm definitely looking for any solution at this point. Because grouping them does not create a surround sound environment. Moreover, you can only control them through the app if you group them. If you change the volume on the beam when they're in group it doesn't change the volume on the play ones unless you're using the app. 

I've had these connected for a couple of years with no issues. The issues have come in as Sonos has started updating things. There's nothing wrong with the play ones. I can access them from any room in the house. But once I attempt to put them in surround sound with the beam they connect but no sound. It shows in the app that they're in surround sound. So I'm at a loss and for the first time I'm seriously considering no longer expanding my Sonos and eventually changing to another brand. I love them but I've had too many problems in the last 6 months now. I have two subwoofers two play fives foreplay ones a beam, array and a bar. I also have the Connect amp which creates surround sound with my bar. So I've invested thousands of dollars in Sonos and I'm nothing but frustrated at this point. I'm an audio file and I like my high fidelity sound. Listening to a beam by itself is straight up boring!  I might as well listen to my TV speakers. 

So I'd really like any assistance or suggestions anyone can give me to resolve this. Oh and by the way this is after investing almost 6 hours in this problem. Oh, and that's just with this new problem. The app is created many problems over the last 6 months. I am seriously considering putting everything up for sale!

Thanks for any help anyone can offer!

First step: force the system to check for updates. (Do it a couple of times to be sure.) Make sure everything is on the same version. 
If your speakers are still showing as surrounds, try streaming a radio station from a service such as TuneIn to the room that has the Beam-and-surrounds.
 

Do you have music from the surrounds?

Your profile says you have Playbar and Play:5. What app are you using? S1? 
 

Is your tv firmware up-to-date?

Is it sending an appropriate signal to your Beam? When you play a 5.1 signal from the tv, what is the Beam receiving?

A couple of screenshots from the Sonos App might help too…

1. Show the audio codec input badge on the ‘now playing’ screen and check that its surround audio.
2. Ensure surrounds have not been toggled off in the Sonos App (Beam ‘room’ settings).
3. Set the music playback to ‘Full’ audio output (Beam ‘room’ settings).
4. Ensure the WiFi adapter on the Beam is not disabled… do not wire any devices and ensure all have assigned IP addresses.

Okay I appreciate everyone's input let me say that first. 

My surround system works only for streaming music services. When I'm using my TV only the beam is playing. I've attached some what might be miscellaneous pictures but hopefully it provides some clarity. I still have no idea why I'm not hearing the surround when I'm watching my TV. It's always played before but lately and of course after I updated my app it's no longer working. 

So hopefully, someone can give me some additional options to try. I'm truly ready to sell the system and get something else. I love Sonos but they are truly complicating what was a great system. I don't want to spend my life trying to fix it.

The one thing I need to mention is that I did not see within the app the code. All speakers have IP addresses. Also, the fact that it's surround when I'm streaming suggest that there is no connectivity issue with my router or anything. 

1. Show the audio codec input badge on the ‘now playing’ screen and check that its surround audio.

Again any help is greatly appreciated!

Your HT setup looks fine and I see you are using the Sonos Optical to HDMI adapter - I assume your TV does not have HDMI-ARC/eARC?

So next, what is the audio output from your TV? If it’s PCM 2.0 stereo only. you will not get the surrounds to play at all - you ideally need Dolby Digital 5.1 (preferred), or DTS 5.1 audio output.

The fact that things are working for music, likely means the issue lies with the audio output from the TV. So check that output next.

One other thing I noticed in your screenshot is that you had muted ‘Cave’ but I suspect you know about that fact already and how to unmute all.

Maybe the below animation will help you to discover the TV audio output too. It’s shown on the ‘Now Playing’ screen when watching a TV Show, or a Netflix Movie etc.

That’s why I was asking: streaming music works from Beam and Surrounds. So, the tv output is where we need to look. What tv make/model do you have, and what do you have the tv audio output set to? 

As always I'd like to thank everyone for their input. 

I've attached pictures of my TV model, my Sonos app etc. 

My TV firmware is up to date. My s

onos app is Sonos not S1. I believe I tried s1 and had more problems which is why I'm not using s1. Maybe I need to try it again I don't know. 

I'm running my beam an optical. Someone noted that I had the mic muted and that was on purpose at the time. I've since done muted but that's not going to change anything with my issue. But I appreciate the individual that noticed it. 

I'm running my beam on optical one because I have a fire stick that's running an HDMI 3/ARC. I did fool with a direct HDMI connection from the Sonos beam to the HDMI 3/ARC input but that didn't solve anything and it appears as though the Fire Stick streaming is less clear. 

Within the fire stick I checked the sound and although I'm not capable of Dolby Amos it is set up to process Dolby digital Plus and everything else. When Irun the test on the fire stick I'm actually hearing the Dolby digital Plus through my play ones. However, when I'm simply streaming an app IPTV that isn't the case. 

Apps like my YouTube or YouTube music are not playing in surround. Netflix is playing in surround!  Things aren't making any sense. I've got a slightly larger Sony Bravia TV in my living room configured and surround and I have no issues. I tried to compare settings and I'm not saying any differences. I'm really at a loss. 

I'm totally confused how Netflix can can be in surround sound but prime isn't. 

Anyway here's a couple of pics Hope somebody can give me something else to try. I also apologize if I missed anyone's question. I typed this thing and then lost it all so this is a redo and I probably miss something. 

Again thank you everyone!

Is it perhaps the older Beam (gen1) that you’re using? If it is, then you need to switch off Dolby digital plus on the TV to get surround sound. Simply switch the audio output to ‘Dolby Digital’ (only) instead for the TV optical output. if there’s an option to let the audio ‘pass-through’ the TV ports in the TV settings then select that aswell.

On the other hand, if it’s a Beam (gen2) then that will support Dolby Digital Plus. If still no joy with those TV settings, then power everything off and wait 30 seconds and then bring all back online TV/Soundbar etc. see if that resolves the matter when playing a movie from Netflix that has surround audio.

Your image above shows the Beam is only receiving stereo, so there’s no “data” playing to the surrounds. It’s not that they’re “not working” so much as “there’s nothing for them to play so they’re not producing any sound”. 
Try Ken’s suggestion and report back. 

Nope, that’s not good enough. If you’re grateful, you should say so 😜

Seriously though, I’m glad you’re up and running. Now get on and enjoy your system. 

👍 thanks again everyone! Already watching a crazy movie with great surround. 

Best regards!