Troubleshooting: No Sound Output from Sonos Arc or Beam in DS-Immersion Wall or Room

Use Case

Sonos devices are sometimes used as the primary audio output for DS-Immersion experiences. If sound fails to output correctly, it can be due to misconfigured sources, connection issues, or external device settings. This checklist ensures quick resolution or proper escalation.

Primary Troubleshooting Steps

Step 1: Check Sonos App Connectivity

1. Open the Sonos app on your control device (e.g. iPad or mobile).

   

2. Confirm that the Sonos Arc or Beam appears in the list of connected speakers.

3. If the speaker is not visible:

   • Ensure the device is powered on and connected to the same network.

   • Restart the Sonos speaker and refresh the app.

Step 2: Confirm Correct Source

1. If the speaker appears:

   • Select the correct speaker or speaker group.

   • Check the source input and ensure it is aligned with the video playback source (e.g. HDMI ARC, line-in).

   • Make sure the speaker is not muted or at very low volume.

Step 3: Check Output Device Sound Settings

If audio still doesn’t output:

• Contact the DisplaySweet support team to TeamViewer into the output device (e.g. PC, Mac Mini).

• Confirm that the correct sound output device (e.g. Sonos via HDMI ARC or line-out) is selected in the system settings.

Escalation Process

If the issue persists after completing all the above steps:

• Escalate to the Project Manager and Technical team by submitting a ticket via:

  • DisplaySweet Support Portal

  • Or by emailing: support@displaysweet.com

Please include:

• Project name and site

• Description of the issue

• Confirmation that the above steps have been followed

• Any screenshots or logs if available

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