Playbar Cuts Out After Updating



Show first post
This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

41 replies

Changing it to PCM fixed the same issue here.
Sonos is consolidating all of the people who are having this issue in this thread:

https://en.community.sonos.com/troubleshooting-228999/no-sound-on-certain-channels-after-system-update-today-6789926/index1.html

I assume that if you post there, and give them the requested information, they'll get in touch when there's a fix to the issue.
Same issue here over and over again. Not happy.
Grayline, I'd urge you to read the post before yours for a potential resolution.
I am having the same problem since the 7.4 update. Before the update my Playbar, Sub and (2) PLAY:1 surrounds worked perfectly. No issues whatsover and sounded great! Ever since the 7.4 update the sound takes forever to start when I start watching anything on my TV. When I change channels sometimes the sound is immediate, sometimes it is delayed before it starts. I submitted a diagnostic, 7829637. I don't understand what is taking so long for a fix?! Why can't they revert back to 7.3 or get a fix out quickly. It is frustrating and embarrassing when you have people over and are trying to show off your surround system and there is no sound and you have to explain it is a 'bug' and you are waiting for a fix. I'm sure everyone will want to go buy a Sonos system after seeing my demo 🙂
As I said before in this thread, post a system diagnostic in this thread,

https://en.community.sonos.com/troubleshooting-228999/no-sound-on-certain-channels-after-system-update-today-6789926

and you'll get a beta which appears to be fixing this issue. Or, you can wait until it gets approved for general release, which I would think would be soon.
rogere65, how about submitting a system diagnostic and posting the number here, so that the folks at Sonos have an opportunity to look at your system, and maybe figure out what the issue is?
Userlevel 7
Badge +26
Hi guys, we're happy to take a closer look. Generally speaking, this is probably best to work with a technician live. So if you're still having trouble, I'd recommend that you give us a call on our support line.

@hareball I just updated the technician that has your case right now, he'll be in touch shortly once he's had a chance to go through those diagnostics.
Same issue here- were you guys able to resolve?
And if it doesn't work, if you were to submit a system diagnostic, and post the number here, it would give the Sonos folks a much better chance of helping you fix the issue. Wouldn't hurt to include in the post with the diagnostic number the make and model of your TV, and the source of the audio (cable, game, DVD player, etc).
Now finaly Sonos support agreed to look into my problem, and a technician will contact me within the next days ?


I'm not happy to tell I have same issue here, but I'm happy to know I'm not the only one with this problem.
It seems like Sonos is not fully accepting they have an issue here, but hoåefully we will get a fix soon.
My set-up:
Philips 43PUS6412/12 with Playbar and 2x Play3.
Sound drops out when TV is sending Dolby 5.1 but works without problems when sending PCM.
When sound is lost, I can regain the sound by changing TV-channe to another channel and the back again, og simply to unplug the optical cable shortly from the Playbar.
The fix by short disconnection of the optical connection, tells me that it is a problem in the Playbar, because it can be reset without any changing on the TV.
I think the Playbar is going "bananas" maybe becayse of "noisy signal", and do not manage to get in sync by it selves.
Badge +1
I'm having the same issue with my playbar 5.1 setup. I've found that, if I have 'night sound' and 'speech enhancement' on, I can toggle them off and the sound returns. It's very frustrating.
We just purchased our Sonos playbar and sub along with our LG OLED65b7a tv and had no idea any of this was happening.
We have static and cutouts while in playbacks for HBO Go or Netflix. We have to switch the tv over to something else and back again to make it stop. Since the soundbar is new we do not know if it has anything to do with the recent update.

We will be calling tomorrow and see what we find out.

We have switched to sending PCM after reading this message but this better be a temporary problem or we will be taking our speakers back to Best Buy!
I am having the same issue with my playbar, audio drop while playing tv from a cable box. It can be fixed by changing channels or removing/reconnecting the optical cable Two weeks ago I purchased Vizio M55-E1 and had the issue which was submitted to Sonos including a diagnostic and was told it was a widespread issue, that someone would most likely contact me and that it was being worked on as it was a sonos issue to correct. I have since returned that TV for other reasons and hooked up a Sony 55X800e and have the same issue. I called again to let them know and asked for an update and this time had more of a curt response indicating it was being worked on and not to call back and when it is fixed I would know. I have switched the TV audio output to PCM and it does prevent the audio drops but obviously this is not a long term fix for the problem. Hope sonos is giving this issue getting the resources it needs as this is a major problem that needs to be rectified.
Any resolution here? I'm seeing the same problem and using PCM as a workaround. Not happy about the poor audio quality
Final reply from Sonos support today...

The problem is known and for sure a "Sonos problem".
Sonos developers are working on a fix for the problem, and it will be released in a new update.
No timeframe for the solution, and until the update is realesed, the only fix is to switch optic output on TV to PCM.

I do not understand why Sonos is not open about this issue, and inform proactive that they work on a solution, but I'm also not Customer Relations responsible at Sonos ?

Now finaly Sonos support agreed to look into my problem, and a technician will contact me within the next days ?


I'm not happy to tell I have same issue here, but I'm happy to know I'm not the only one with this problem.
It seems like Sonos is not fully accepting they have an issue here, but hoåefully we will get a fix soon.
My set-up:
Philips 43PUS6412/12 with Playbar and 2x Play3.
Sound drops out when TV is sending Dolby 5.1 but works without problems when sending PCM.
When sound is lost, I can regain the sound by changing TV-channe to another channel and the back again, og simply to unplug the optical cable shortly from the Playbar.
The fix by short disconnection of the optical connection, tells me that it is a problem in the Playbar, because it can be reset without any changing on the TV.
I think the Playbar is going "bananas" maybe becayse of "noisy signal", and do not manage to get in sync by it selves.