Contributor I

Answered

Playbar with not play with the optical input.

23 replies
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After installing the new software upgrade the optical input no longer plays tv audio. I bought a new Tosslink cable -- still no sound. I can get the Playbar to play music from the Sonos app, but not from the TV as before. There are on controls for the optical out on the Samsung TV. I’m at wit’s end since the TV sound is so inferior. I spent one hour with tech support with little help. Is there someone with a similar problem.

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Corry PAnswer

Sonos Staff

Hi @Morrisb et al

Thanks to @Knoxy66 for bringing this back to my attention!

In case anyone has not tried this functionality in a while, all Sonos products should now be able to play from an optical input.

If you are still having this problem, please ensure your Sonos system is up to date: Settings icon » Manage » System Updates » Check for Updates

I hope this helps.

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

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controlav

Lead Maestro

Both of my Playbars still working great on the new firmware. (I am avoiding the mobile app for the most part).

Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.

C

Chrisgearhart

Lyricist I

Same issue for me. While this sucks I’m happy to hear that I’m not alone. These systems are not inexpensive and there should be better support. If this was because of an update then Sonos should be able to fix this!

J

Jamies77

Lyricist I

What a joke! Ive just sat on hold for 45 minutes to talk to tech and then got cut off! I have the exact same issue as mentioned here, audio worked fine the day before update and no longer works now. I have 2 x playbars and both experiencing the same problem. Sonos after market support is woeful, their chat bot couldn't help and their live tech support is practically unreachable. Now it looks like the downgrade to S1 software has also been removed!

M

MusicFan99

Enthusiast I

I joined this topic on May 25, 2024. I am shocked that Sonos still has not fixed the problem. The two Sonos Playbases at my house in NJ have not been able to play TV audio since May 25. The firmware update that they received on May 25 seems to have deactivated their (optical) inputs for the TV audio. Interestingly, I have a third Sonos Playbase at a different location and it did not receive the firmware update. That one still works (thankfully).

I had been about to order some additional Sonos products just when the problem started on May 25. Now I’m getting wary of becoming more deeply committed to the Sonos ecosystem. (June 11, 2024)

M

MusicFan99

Enthusiast I

My two non-working Sonos Playbases mysteriously started working again around June 28. Sonos must have pushed a stealth update. I did not receive notice of any update; it just happened. It’s great to have decent TV sound back.

H

hudgefam

Lyricist I

Has anyone found a solution to this? I spent almost 2 hours on phone with tech support today and his solution was to blame the tv. He stated that he had tried the 5 troubleshooting methods in his script and none worked so “it must be the tv.” I have connected the Playbar to every tv I have and it does not work. I asked to elevate to next level and the tech stated they were not available to help “due to the large number of similar cases.”

M

MusicFan99

Enthusiast I

    Here is a further update (July 21, 2024). All three of my Sonos Playbases can play TV audio. HOWEVER, the "TV Autoplay" function does not work on two that were temporarily knocked out of action (i.e., the ones in NJ). The TV Autoplay function works normally in the one that never received the bad firmware update.
    I have not talked with Sonos tech support in weeks. I generally found the tech support to be ineffective. On the last call that I had, the technician informed me that the problem had been elevated to the engineering team to fix. Somewhere along the way, I also wrote a note to Sonos CEO, Patrick Spence, at ceo@sonos.com. I don't know whether that helped, or not.
    Tech support's comment to Hudgefam that there are a "large number of similar cases" (i.e., Sonos Playbar not playing from the optical input) is telling. Tech support should not waste customers' time with nonsense troubleshooting when they already know that there is a problem with the optical side of Playbars. They should focus on getting the firmware fixed and pushing an update.
    Separately, this whole episode has made me wary of accepting any Sonos updates. I figure that if it works, don't mess with it. I have started to lose confidence in the future of the product.

C

Chrisgearhart

Lyricist I

    Here is a further update (July 21, 2024). All three of my Sonos Playbases can play TV audio. HOWEVER, the "TV Autoplay" function does not work on two that were temporarily knocked out of action (i.e., the ones in NJ). The TV Autoplay function works normally in the one that never received the bad firmware update.
    I have not talked with Sonos tech support in weeks. I generally found the tech support to be ineffective. On the last call that I had, the technician informed me that the problem had been elevated to the engineering team to fix. Somewhere along the way, I also wrote a note to Sonos CEO, Patrick Spence, at ceo@sonos.com. I don't know whether that helped, or not.
    Tech support's comment to Hudgefam that there are a "large number of similar cases" (i.e., Sonos Playbar not playing from the optical input) is telling. Tech support should not waste customers' time with nonsense troubleshooting when they already know that there is a problem with the optical side of Playbars. They should focus on getting the firmware fixed and pushing an update.
    Separately, this whole episode has made me wary of accepting any Sonos updates. I figure that if it works, don't mess with it. I have started to lose confidence in the future of the product.

Mine is still not working

K

Knoxy66

Lyricist I

I had this same issue and tried everything. Finally found out that my TV autoplay switch had somehow turned off in the app for my tv playbase. Flipped it back on and got my sound back.

Corry PAnswer

Sonos Staff

Hi @Morrisb et al

Thanks to @Knoxy66 for bringing this back to my attention!

In case anyone has not tried this functionality in a while, all Sonos products should now be able to play from an optical input.

If you are still having this problem, please ensure your Sonos system is up to date: Settings icon » Manage » System Updates » Check for Updates

I hope this helps.

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

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