One of my Sonos Play:3 sounds broken/muffled

  • 28 December 2020
  • 1 reply
  • 45 views

Yesterday when I watched a film its sounds that one of my Play:3 is broken. Please help. Could you make diagnostic?

 

Best regards

Jonas


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1 reply

Userlevel 6
Badge +17

Hi @User960935.

Welcome to the Sonos community and thanks for reaching out to us. Allow me to help out by sharing some information and asking questions.

  1. Do we have the same behavior when listening to music?
  2. What is the video source? regular cable, TV in-apps< cable box, ETC?
  3. Was there any noticeable changes that happened prior it was still working and the moment it stopped working?
  4. Can we try to submit a diagnostic after 3-5 minutes after the issue re-occured?
  5. Can we check the TV audio quality and make sure it is set to PCM and check if the issue still persists?
  6. Can we check the TV audio quality through the TV menu and set it to 5.1 surrounds if it is available and observe if the issue persists?
  7. Can we try to unplug all Sonos devices from power and then plug them back into power after 10-15 seconds (starting with the Sonos product connected to the TV) and observe if the issue persists?
  8. Do we have the same behavior when we use other video/movie source such as TV in-apps, regular cable TV, cable BOX (if applicable), 
  9. Can we also try to submit a diagnostic at each try of different movie source?

The more information you provide, the more we can better understand what is going on to help you out.

Thanks,