Playbar Cuts Out After Updating


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After updating to 7.3, the sound keeps cutting out while watching TV. The only way to get it back is to switch it to another audio source (radio station, music, etc) then quickly switch it back. Again, it only started doing this after I updated. My TV is a Vizio P-55. My diagnostic number is 7546768.

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Seems I have the same issue. Been a SONOS household for several years. Playbar setup worked okay up till several weeks ago (corresponding to the 7/1 update). Contact SONOS support w/ diagnostic #7625006 and walked through my details listed below. Got Incident # and was told SONOS is aware of this issue and is working on a fix with no ETA available yet. Was told only solution is to use PCM and turn off Dolby on TV output to SONOS. YUK!


A. Living Room SONOS 5.1 Setup

Sony KDL-55EX720 HDTV purchased 2011
TiVo Roamio connecting to TV via HDMI
(Cable service is Comcast and Roamio connects to two Mini's thru MOCA)
Sound bar connected to TV audio TOSLINK output optically. TV has DD5.1 pass thru on optical output.
Sonos Sub
Two Play 3's Bonded w/ Sound Bar as surrounds
One Play 3 (in adjacent Breakfast Nook) grouped usually with Playbar


B. Problem

Dropouts seem to have started approx 3-4 weeks ago? Wasn't noticeable prior.
Dropouts are no sound at all.
Seems to occur w/ 5.1 setting on TIVO and when program is playing DD5.1.
Occurs on various cable channels. Seems to happen most with news and
vocal content without any background sounds or quiet.
When it happens, Playbar still shows DD5.1 as input in "About My Sonos System"
Can be cleared by either switching channels back and forth or by turning TV off and on quickly.
Generally have Sonos "Speech Enhancement" and "Nighttime" settings on when using TV.


C. Things Ive Tried- Without Success

Changing HDMI inputs on TV for TIVo input
Changing TIVO network channels from 1 to 6 to 11. Also did network scan for both 2.4 and 5 bands
using UNIFI wireless access point verifying no significant wireless interference. I have Gigabit network
that provides 1 Gig wired and around 130 Mb downstream from my NetGear R6250 Router w/ Unifi WAP.
Verified TV channel strength at 95-100% and SNR's of -38 to -40dB on affected channels using TIVO diagnostics.
Verified TV had the latest software updates.


D. My Guess is-

SONOS update around 7/1 contained DD5.1 CODEC software changes which were incompatible with my 2011 Sony TV DD5.1 pass thru to optical output?


E. Temp Fix -
I've set TIVO & HDTV to output only PCM - no Dolby as a temp fix. I have another HDTV with a Multimedia AVR and dedicated speakers in a theater room for watching movies etc. This temp fix isn't desirable for me as I bought the SONOS sytem purely because it could do DD5.1 on the Playbar & Sub w/ remote wireless speakers. The other SONOS components followed.


Standing By......................


Sent from my iPad
I have a Vizio P-75 and it is doing exactly the same thing - audio stream shuts down after 10-15 minutes, but only when using my DVR from Xfinity. It started right after the 7.3 update. Can reset by going to different source and then back to TV. It is becoming quite painful to deal with. Sonos, any acknowledgement of this issue and a fix coming?
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I don't think it's possible for me to agree any stronger with gcshotshot's comment. I changed my DirecTV box to PCM for the time being to stop the audio dropouts. Even during the dropouts, my Playbar still lists as DD 5.1 in the "About My Sonos" section on the app. I was told in my diagnostic code that I was set to Stereo. I was watching the Dark Knight Returns before changing my DirecTV audio setting. Something in the CODEC is definitely messed up after this update.
Same issue for my system. Started after last update. Playbar drops sound have to go to music library and then back to TV sound. Really is getting old.
My playbar no longer able to read dolby dogital 2.0. I have to manually set to dolby digital if im watching from the netflix app. If Im watching the youtube app, playbar will not play any sound at all unless i switched it to PCM. My tv is samsung KS8000
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It appears that they're trying to get all of these issues in to one thread, located here:

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


As Airgetlam suggests, let's all try to keep this in one thread. We're working on it, but if you'd like I can make a ticket for you. Just submit a diagnostic from your Sonos system and put your confirmation number in that thread.
Userlevel 1
Seeing similar on my Playbar. TV audio lost usually when changing channel or watching recorded programmes from TIVO. Fix is either play music on Sonos and go back to TV or go to menu on Tivo sometimes does it. Started happening straight after 7.3 update for me too. Doesn't happen every time you change channel but more often than not. Seemed to get better after updating my Harmony Remote and Hub but started again yesterday.

I replied on mccrazylegs post in Home Theatre forum as well; https://en.community.sonos.com/home-theater-228993/home-threatre-switch-from-music-to-tv-6788444/index1.html
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Same thing. Latest update has my system going bonkers. I have an open ticket but have not heard anything back. Most recent diagnostic submitted was 7572747.
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I'm having the same problem since updating to 7.3. If I change the channel or access the TV menu/guide, sound resumes. I've noticed this happening when audio switches between Dolby 2.0 and Dolby 5.1, most notably when a commercial (Dolby 2.0) returns to the television program (Dolby 5.1). I've found no solution so far and have been in contact with tech support.
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Same issue with me. Playbar hooked up to Sharp Aquos. Sub and Play 3's as surround. Completely regret performing the update. Diagnostic code 7626447.
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.
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Seems I have the same issue. Been a SONOS household for several years. Playbar setup worked okay up till several weeks ago (corresponding to the 7/1 update). Contact SONOS support w/ diagnostic #7625006 and walked through my details listed below. Got Incident # and was told SONOS is aware of this issue and is working on a fix with no ETA available yet. Was told only solution is to use PCM and turn off Dolby on TV output to SONOS. YUK!


A. Living Room SONOS 5.1 Setup

Sony KDL-55EX720 HDTV purchased 2011
TiVo Roamio connecting to TV via HDMI
(Cable service is Comcast and Roamio connects to two Mini's thru MOCA)
Sound bar connected to TV audio TOSLINK output optically. TV has DD5.1 pass thru on optical output.
Sonos Sub
Two Play 3's Bonded w/ Sound Bar as surrounds
One Play 3 (in adjacent Breakfast Nook) grouped usually with Playbar


B. Problem

Dropouts seem to have started approx 3-4 weeks ago? Wasn't noticeable prior.
Dropouts are no sound at all.
Seems to occur w/ 5.1 setting on TIVO and when program is playing DD5.1.
Occurs on various cable channels. Seems to happen most with news and
vocal content without any background sounds or quiet.
When it happens, Playbar still shows DD5.1 as input in "About My Sonos System"
Can be cleared by either switching channels back and forth or by turning TV off and on quickly.
Generally have Sonos "Speech Enhancement" and "Nighttime" settings on when using TV.


C. Things Ive Tried- Without Success

Changing HDMI inputs on TV for TIVo input
Changing TIVO network channels from 1 to 6 to 11. Also did network scan for both 2.4 and 5 bands
using UNIFI wireless access point verifying no significant wireless interference. I have Gigabit network
that provides 1 Gig wired and around 130 Mb downstream from my NetGear R6250 Router w/ Unifi WAP.
Verified TV channel strength at 95-100% and SNR's of -38 to -40dB on affected channels using TIVO diagnostics.
Verified TV had the latest software updates.


D. My Guess is-

SONOS update around 7/1 contained DD5.1 CODEC software changes which were incompatible with my 2011 Sony TV DD5.1 pass thru to optical output?


E. Temp Fix -
I've set TIVO & HDTV to output only PCM - no Dolby as a temp fix. I have another HDTV with a Multimedia AVR and dedicated speakers in a theater room for watching movies etc. This temp fix isn't desirable for me as I bought the SONOS sytem purely because it could do DD5.1 on the Playbar & Sub w/ remote wireless speakers. The other SONOS components followed.


Standing By......................


Sent from my iPad


Also using TIVO and have tried the same troubleshooting steps. I've also resorted to PCM and the problem has stopped. I wish Sonos would at least acknowledge the issue and advise when a fix can be expected. It's obviously something they did with 7.3...
Same issue here. I am being asked by support to physically disconnect optical cable for further troubleshooting. With the TV and Playbar mounted on wall, I don't see how this is possible without a major production. Cables are impossible to reach.
Struggling with the same problem here. Vizio M60-C3. Whenever I pause whatever is playing on TV (Netflix, Hulu, PS4) or no sound for more than 2 seconds between scenes audio goes away, if I go into "About my SONOS System". Audio In is blank. After a few seconds to minutes sound suddenly returns. Running Version: 7.4 (beta) Diagnostics: 7640341. Used to work like a charm before.
If I unplug Soundbar sound does return after reboot (but problem keeps happening over and over again)
If I raise the volume up can hear a faint repetitive crackling noise on the surrounds speakers

Please help this is getting annoying.


UPDATE: For a temporary fix I decided to change my TV setting from Bitstream to PCM and problem immediately was solved. While playing a movie I went back to Bitstream and now I am not having any problems whatsoever and sound is back to 5.1. Not sure if this will be a permanent fix or if by going from one audio setup to another this solved whatever problem that was plaguing my sonos. You guys could just give it a shot.
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Hey guys! I’m experiencing the same problem with my playbase either watching tv or using the Xbox one I sent a diagnostic #7709735 a few days ago but haven’t heard back. This is frustrating. My playbase is connected directly to a vizio SmartCast P-50.
Hello all same issue here. I have a Hitachi HD TV connected to my Playbar via optical. Checked all possible settings got support from Sonos via Twitter and got walked through some troubleshooting but am still without a resolution. TV audio cuts out randomly and the only way to get it back is to turn the TV off and on or play music then back to TV.
Similar problems to the above. Just updated to 7.4, and Samsung 65" SmartTV connected direct via Optical to soundbar works with Sky Box, but Netflix, Amazon, TuneIn stopped working via Optical connection to Soundbar. Sent diagnostics 7744356. Tried PCM and Bistream without success.
Im Having the same problem as Martin_28 though i also get a clicking for a while on some TV (AC3) channels then it finally kicks in and i get some sound, have been experiencing drops in AC3 audio for some time before the 7.4 update and was hoping this was going to be fixed but just got worse, Samsun 65" + Playbar + 2x Play1 and a Sub not a "cheap" setup for bad 5.1 sound 😕
@TheGeMan The clicking is evident on mine also. Noticed since posting.

Effectively I have the same setup as you (Playbar, 2x P1 surrounds, Sub Base, Samsung 65" curved.

Looking at App / About the audio shows as silent or Stereo depending on what I try and from which app.

Also affects Apple TV, with sound coming out when on Movie menus (assumedly stereo) then when the movie starts (and assumedly switches to DD) the sound cuts and the clicking begins.
@Martin_28 I have found since doing a full rest on the Sonos its sorted the clicking, bit of a PITA todo though as needed to setup everything again, - a few other threads were reporting the same issue and this seams to be the "fix" for now.

i still get the 1-2 seconds of sound cutout every now and then when watching a DD feed,
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Just checking in again. The problem of DD 5.1 sound cutting out is still happening on my system since the last Sonos update. PCM continues to fix the problem but this hardly a solution.
It appears that they're trying to get all of these issues in to one thread, located here:

https://en.community.sonos.com/troubleshooting-228999/no-sound-on-certain-channels-after-system-update-today-6789926/index1.html
After updating to 7.3, the sound keeps cutting out while watching TV. The only way to get it back is to switch it to another audio source (radio station, music, etc) then quickly switch it back. Again, it only started doing this after I updated. My TV is a Vizio P-55. My diagnostic number is 7546768.
Same thing here!!!! Ever since that update it's been jacked up. They knew about it yesterday. Funny thing is... it was supposedly a new security agreement!!!! It's f'd up everything and I'm stuck in a Hurricane?
[quote=adragonflym]After updating to 7.3, the sound keeps cutting out while watching TV. The only way to get it back is to switch it to another audio source (radio station, music, etc) then quickly switch it back. Again, it only started doing this after I updated. My TV is a Vizio P-55. My diagnostic