Playbar and two Play.1 surround sound not working while watching tv

Thanks Disco. Just replied to you above.

Hi Mike,

Could you grab a diagnostic and reply here with the confirmation number? I'd be happy to take a look.

Thanks, Lesli

Same problem here. Bought 2 Play 1's and a Bridge today. I already had the Play Bar.

All has been connected following the instructions. Sound of TV (Bar) goes up and down when I press the volume buttons on both Play 1's. There is just no sound coming out of them.

Diagnostic number: 4410355

White noise in the left Play 1 speaker. Very quiet (though better) sound in the right Play 1 speaker

Just to confirm... only the surround speakers are dropping? Or the entire group?

After unplugging for 30 seconds, it still drops out on streaming both.radio and music (Napster), the latest diagnostic report no. 4218349

Hi User 294946,

Happy to help. Quick question, do they only drop when streaming radio? Or does it happen with all content? For a super quick troubleshooting step, can you unplug each unit for about 30 seconds and then plug back in? After that, play some music. If the music drops again, can you take a new diagnostic and reply here with the number?

Thanks so much, Lesli

I am experiencing a similar problem, whereby when streaming a radio stream my surround play 1s connected to a playbar keep erratically dropping out and then coming back seconds later. The problem seems to have developed in the last week . I have changed the wireless channel and removed and re-added the play 1s to the playbar surround group with no affect. All sonos components run off a sonos bridge. The diagnostic report is 4216009. Any clues as to what is going on?

Hi Lesli,

Diag no is:4215993

My system is a playbar with 2 x play 1s. I have Sky HD running into the Sony TV which is outputing to the soundbar via the optical wire. The speakers all work fine when I stream music but when the TV is on I have no surround sound - very frustrating!

Thank you,

Disco

Hi Disco,

We'd be happy to help. Can you also send me a diagnostic number? I'd be happy to check it out.

Thanks,

Lesli

Good evening, I'm having a similar problem - grateful for you help please. I've just installed two new Play 1s to go with my playbar and have completed the setup but they are not producing any surround sound. Any ideas please?

Thank you. My diagnostic # is 4182428. Yes my sub is connected to my router via an Ethernet cable .

Hi Billy,

We'd be happy to help. Could you take a diagnostic, and reply here with the confirmation number? I'd like to take a closer look at your system. Also, can you confirm that you have one piece of your Sonos system hardwired to the router?

Thanks so much, Lesli

Same problem here. Bought 2 Play 1's and a Bridge today. I already had the Play Bar.

All has been connected following the instructions. Sound of TV (Bar) goes up and down when I press the volume buttons on both Play 1's. There is just no sound coming out of them.

Diagnostic number: 4410355

It's a KDL-50W815B and is supposed to be passing 5.1 automatically.

I discovered the 2 Play 1's are working when using the DVD player. Just not when it's TV only. I'm using a Sky box.

This is happening to me too diagnostic number 52 3745 7

John - are you saying you had it working and then returned bridge and don't know how to get it working now?

hi lesli my name is John i have the same problem got a playbar and two

play ones and have no stereo as i got a new tv i was told i dont need the bridge as sonos has updated the playbar ?? i had stereo but no more i handed the bridge back got a refund but not a happy chappie as the system is no good as i got this for the great stereo that the system is known for please get back to a frustrated customer

cheers

Hi there. It looks like you were playing music when you submitted the diagnostic. Can you do me a favor, and send us another diagnostic number taken while you are playing sound from the television? It will help us see what is going on with your surround settings. Thanks.

I have same issue: when playing music, Play:1 is working fine. It's only when using Play:1 with TV. I already submitted to you diagnostic 4575590

Hi Lesli, I'm having the same problem: TV is Samsung, Playbar, 2 x Play:1. I submitted a support Diagnostics # 4575590

Seems like I am having a similar issue as others. Music- sound bar and 2 x Play1 and sub sounds great. Tv seems like sound bat only. Diagnostic number 4450202. Thanks Chuck

Same problem here. Bought 2 Play 1's and a Bridge today. I already had the Play Bar.

All has been connected following the instructions. Sound of TV (Bar) goes up and down when I press the volume buttons on both Play 1's. There is just no sound coming out of them.

Diagnostic number: 4410355

That's great news Erik, enjoy 🙂

Same problem here. Bought 2 Play 1's and a Bridge today. I already had the Play Bar.

All has been connected following the instructions. Sound of TV (Bar) goes up and down when I press the volume buttons on both Play 1's. There is just no sound coming out of them.

Diagnostic number: 4410355

Thanks Dave ! That's what it was. As simple as that.

I've changed the Digital Audio Output - HDMI to "DOLBY D" and I've got now sound coming out of the Play 1's.

Thanks again.

This is happening to me too diagnostic number 52 3745 7

Hi, is your system still experiencing the same problem? Depending on the source of the audio it's possible the rear surround speakers will not play or will play time to time.

If you are watching TV and the audio source is in stereo the Sonos will do it's best to up mix the audio so all the speakers are used.

But after reviewing the diagnostic, I see you have wireless extenders. Wireless extenders may give issues as the Sonos system may be trying to connect to them.

Due to the issue, the best would be to contact our customer care team by phone. A Sonos agent will be able to offer you live troubleshooting and remotely connect to your system.

You can find our contact information here: www.sonos.com/contact

Same problem here. Bought 2 Play 1's and a Bridge today. I already had the Play Bar.

All has been connected following the instructions. Sound of TV (Bar) goes up and down when I press the volume buttons on both Play 1's. There is just no sound coming out of them.

Diagnostic number: 4410355

Can you check in the "About my Sonos" option in the Settings menu and see what audio format your TV is passing through? There is a chance that your TV is not passing through 5.1 sound.

To me that means the playbar isn't sending any surround info to the Play:1's for what you are watching.

It didn't seem to help when I plugged into CB, but I did get 5.1 when I plugged into apple TV. So any thoughts on how to get the CB, the Apple TV and the BR into the playbar?

Sign up

Login to the community

Scanning file for viruses.

This file cannot be downloaded