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No sound on certain channels after system update today.



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1877 replies

Userlevel 1
I'm a bot skeptical that of all the Playbars out there, this is only affecting 500 people. I guess I won the wrong kind of lottery...

I also get the clicking from the surrounds, and the app says the Playbar is receiving "silence". I've spent the last week saying horrible things to my AppleTV, only to find out it was a Sonos issue! The Playbar does still seem to play perfectly from my Xbox One. Must be some difference in how the AppleTV and X1 output the 5.1 signal.


Seen this article posted and tweeted. Sonos saying it only impacts 500 people.

https://www.theverge.com/2017/8/28/16214106/sonos-playbar-audio-issue-7-4

You get the feeling this is not a priority issue for them and we might be left without 5.1 sound for a long time. Given how much stock they place in supporting older devices this is disappointing. For those of us who have invested in Sonos throughout the home to be left with a device that doesn't function as promised is disappointing. I've have to switch to PCM as the random nature of the sound kicking in isn't something I can live with. So I'm left with 2 Play:1's and a Sub which are now expensive paper weights.
Whats the make/model of your TV?
Samsung KS8000
Is your PLAYBAR wired or wirelessly connected to your network?
Wireless
Is your PLAYBAR wired to your TV or cable box/SAT box?
TV
Is the PLAYBAR experiencing issues when watching TV and(or) from a 3rd party app eg; Netflix?
Yes

Diag. #7781808

Thanks for adding us all one by one, Ryan S.
Userlevel 7
Badge +26
Ok, daniboy80 and jmbarbs, go ahead and check for updates, you should have one available.
Thanks for the quick reply Ryan. It's now working fine again.:D
Userlevel 3
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It all worked perfectly for me for over 2 years. I would rather lose functionality and roll back to the last working version. Is this possible?
It all worked perfectly for me for over 2 years. I would rather lose functionality and roll back to the last working version. Is this possible?

Unfortunately not.
Worked like a charm, thank you!
When is the update being pushed, nearly 3 weeks now...
Same issue as everyone else. Updated to 7.4 and now cannot get sound to smart tv apps such as Netflix, Amazon Prime, YouTube, etc. diagnostic 7769751. LG OLED tv with optical cable.
I think you need to send an email to all the sonos users and advise them of this problem. I have been thinking for days it was my TV and had a repair guy come only to tell me it was the sonos. Samsung may be sending you a bill.
Initial tests looks like it’s working. Thank you!
I have the same issue. Please add me to beta, it's driving me crazy!

Samsung TV UE55KS7000
Sky Q source
Sonos play bar connected via optical cable

Diagnostic 7798448

Thanks...
Hi, I received an app update today which also updated all the speakers software to v7.4 build 37244160. Since the update certain channels from my Sky HD box, such as Sky News & ITV4 take 60 secs+ for the sound to start. Other channels, BBC1 for example, the sound is present as soon as you switch to the channel. Nothing else has been changed in the setup. Any ideas before I start pulling leads. At the moment the playbar gets its optical from the TV, which has an HDMI source from the Sky box.
Userlevel 7
Badge +20
Wow this is frustrating! Constantly popping from my rear play 1's which are grouped in a 5.1 setup
Glad I found this thread, please add me to BETA to get rid of this problem
Diagnostic: 7814522
LGE7 + SKY Q silver

Whilst on this subject, any news on dolby digital plus support? Sky Q now supports dolby atmos over dolby digital plus which the optical connection should be able to support via 2017 LG OLED'S at least.

I love my SONOS setup mostly but starting to feel it's getting a bit left behind.

Thanks


Hi mark@scan,

You should have an update available now in your Sonos app. Please try running the update then test things out.

I'll send along a feature request to add support for Dolby Digital Plus.
I have clicking and delay when running to shows with Dolby digital selected on my tv sound setup. Is connected to the play bar via optical and the tv is Samsung. If I swap to pcm the problem disappears, however it was all working before I installed the update. Diagnosis is 7837518. it's upsetting to be fair as the system has been great up until now.
Userlevel 7
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Tejs Dyrvig Ernst, Ben Austin and goldsmid, you're all flagged for the update now.
7837807
Samsung TV like many experiencing dropouts/popping noise on various sky TV channels. On some it takes a few seconds to come through and on others it never resolves.

Whatever improvements were made in the last update are minor compared to this problem. Is it impossible to release a temporary retrograde option to restore systems to the previous version until a solution has been found?
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Oh man, this is super disappointing. When I raised this in July they said they had never seen it before. This stings.


Support's inability to triage this issue is incredible. 9 pages in and I'd bet they're still pushing the 7.4 update.
Userlevel 7
Badge +26
Hope I didn't speak to soon, just listening to some music and sound dropped off my play 1's/sub but still coming through the playbar. Sound returns to the play 1's/sub after about 60 seconds. I've submitted another diagnostic 7814747
Thanks Mark. That sounds like a signal issue on the 5GHz or some data trouble. I'd recommend giving us a call on our support line to troubleshoot it. It isn't the same thing we're working with here.

Same issue as others. After latest upgrade sound bar with sub and 2 x Play 1's lose audio via Optical connection from new Samsung UN65KS9000. Was working perfect for 6 months prior. Diagnostic 7814794. Please add so i can obtain Beta code.
You've been added to the beta now, go ahead and update, you'll be all set after.
After 40 pages of users reporting problems I don’t think I should have to log in, sign up to this forum and say, I have the same problem as everyone else. Diagnostic already submitted. It’s affecting both my 5.1 setups.
You're all set now too. We are testing out the fix for this issue right now and wanted to get it people's hands as soon as possible, which is why we're offering to join in the beta this way. We're still testing things out internally, but we're confident enough to make it request based. We'll be pushing it out to everyone soon, but we just need to make sure everything is going to be ok before hand. Go ahead and update, you should be all set after.
Userlevel 7
Badge +26
Ok, as of right now, everyone who's posted in here up to this point should be all set to update and get this update. Sorry for the delayed post, I wanted to make sure I was all caught up.

We're doing these all manually while a proper release that'll go out to everyone is prepared. That isn't quite ready to go yet, so for now, manual it is.

@chrisredmayne if you want to send a diagnostic I'll get you all squared away.
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Diagnostic 7815322
Samsung MU6300
Optical from TV to Playbar
Youtube in particular no sound but am experiencing it with Netflix and Showtime as well sometimes.
Help me Obi Wan
I have the same issue. Please add me to beta.

Samsung TV
RCN
Sonos play bar connected via optical cable

Diagnostic 7799119
Vman6985, Robert_155, JeffreyMelo, Akashyap934, Its Barb here, bjosko, Mat_F, andy-cross, and Martin_28 I've flagged your systems, please update when ready.

targo98 can you submit another diagnostic right after you hear audio drops and then post the number here?


Thanks Andy! You're a life saver. Thanks for the prompt and efficient service recovery too. 🙂
Hello, I'm not getting sound with Netflix and other apps on my Samsung TV.
7872730
Userlevel 7
Badge +26
You're all set to update now sparkymark75. You should see an update available.