Balance Slider Not Working On Sonos Amp

Forum|Forum|1 year ago
July 8, 2024
41 replies
952 views

AjTrek1

Update 03/31/25

This issue has been resolved for iOS with update 80.18.25

😊😊😊😊😊😊😊😊

Part One

You can continue reading for the complete story or skip to Part Four for latest news. In Part Three you’ll find news from Sonos Tech Support (STS) with a suggested work-a-round with promise of a final resolution to come later.

As the title indicates you may find that the balance slider is not working on your Sonos Amp under certain configurations. Meaning that there’s no change in audio position. The slider still appears as white (active) and not greyed out (inactive).

I have two Sonos Amps used as music devices only; both setup with Sonos subs and 3rd party speakers. Had a conversation with Sonos Tech Support (STS) who helped...kinda’.

STS ran a diagnostic on both Amps and said it showed they were set as Home Theaters🤔 That was very odd as they have never been setup as such; nor was TV Autoplay engaged. In fact a HDMI cable had never come within two inches (or less) of the HDMI port on the Amps.

Moving on...STS had me factory reset both Amps. Voila’ the balance slider works. Issue resolved so we disconnected the support call. I tried the balance sliders again and they were still working; or so I thought.

My next step was to re-add the subs to both Amps. Upon re-adding the Subs the balance slider ceased to work. Imagine that 😊.

My suspicion is that upon re-adding the subs something interferes with the balance slider causing it to not work. I didn’t have time to call STS again and apprise them of the situation/glitch.

Thankfully the balance slider not working doesn’t interfere with my music. So as it stands it’s not a top priority for me. I’ll set sometime aside at a later date to re-contact STS to get the issues resolved. I hope 🤔

Final thoughts...I can’t say if the issue existed before the App update as I don’t use the balance slider. So the issue may or may not be related to the new App.

EDIT….I have two (2) sets of Sonos speakers set as stereo pairs with subs and the balance slider works perfectly. Therefore it has to be something going on between the Amp/Sonos Sub combination with 3rd party speakers. I can’t attest as to how the balance slider may be affected when used in a home theater setup with Sonos Architectural or 3rd party speakers with Sonos sub.

Part Two_Occuring in Real Time

On phone with STS again. Instructed to remove sub. Verified that removing the Sonos Sub allows the balance slider to work properly. On hold again while they confer.
STS having me show them the back of my Amps to verify there is no HDMI cable connected. Very untrusting. A little bit insulting. Oh well 😂
They are now rebooting my Amps remotely and gathering more diagnostics
Added the sub back. Balance control not working again
Had me connect Amp via Ethernet. No change. Balance Slider not working.
STS Gathering more diagnostics for further consultation
Still on hold while STS tries to figure out the issue. My guess is that it won’t happen today.
Removed the sub and factory reset the Amp
Balance Slider working
Captured another diagnostic
Added The sub back
Balance slider not working
Captured another diagnostic
Testing on MacBook Sonos Controller running MacOS Sonoma 14.5
Balance controller works!
Captured diagnostics from MacBook Sonos controller
At this point it appears that there is an issue with iOS 17.5.1 and the App with Amp/Sub combination
STS is going to contact me later to set a date/time to discuss a final resolution
It may be something that Sonos has to fix in the app for iOS 17.5.1 or it may hinge upon the next iOS update or both
At least for now I have a better understanding of what is occurring
I hope this helps you as well if experiencing the same issue
I’ll report back upon final resolution

Part Three

Good News! Received an email from STS stating that Sonos Engineers have successfully reproduced the issue with the Balance Slider when a sub is connected to an Amp.
STS will work on a resolution but no ETA to completion as of now.
The work-a-round is to use the desktop controller for MacOS and Windows until such time a fix is in place.
Therefore, I suggest keeping an eye up for an update.
Thankfully the balance is fixed to the center rather than left or right.

Part Four

No change with latest update to version 16.3 installed on 7/16/24

AjTrek1

Update 03/31/25

This issue has been resolved for iOS with update 80.18.25

@Corry P

Thanks for keeping this on your radar to resolve this minor glitch with the controller. Well Done!

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+19

Corry P
Sonos Staff
Forum|Forum|1 year ago
October 24, 2024

Hi @AjTrek1

We wanted to see if you had a dot on the slider or not, and you do. Thanks!

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

+19

Corry P
Sonos Staff
Forum|Forum|1 year ago
October 24, 2024

Hi @AjTrek1

We’re now pretty sure that this issue is already known - some settings will not take effect or save on iOS controllers. As it affects different settings, we have to be sure it’s not some new issue each time we come across it.

The good news is that this means we are already aware and already working to address it. I’ve tagged this thread with the tracking code and will post here when it has been resolved.

Thanks again for your help.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

AjTrek1
Author
Forum|Forum|1 year ago
October 29, 2024

@Corry P

FYI, I just updated my:

iPhone to iOS 18.1
Sonos controller to 80.11.39 (Delete and re-install)
Sonos hardware to 16.4.4.

The Balance slider still does not work.

Maybe the issue is still not fixed for iOS?
Is it necessary to reset the Amp?
Didn’t want to reset before running a diagnostic.

Please let me (us) know what the latest is regarding this issue. Thanks so much!

Together Everyone Achieves More = T.E.A.M.

+19

Corry P
Sonos Staff
Forum|Forum|1 year ago
November 4, 2024

Hi @AjTrek1

Please do not reset anything!

We are currently assuming that the issue you see is covered by the following known issue:

Issue

Room Settings may reset back to their default values, not take effect when adjusted, or not perform as expected within the Sonos app.
Settings may revert after the app is closed and reopened, or after navigating to a different menu and then returning back to the Settings menu.
Examples of this issue include, but are not limited to:
- Room settings such as EQ, hardware buttons, Line-in, bluetooth and battery settings
- Microphone and Status Light settings
- Sub and Surround settings
- Room Name settings

So, the issue is not specific to the balance control, affects iOS controllers, and has not yet been addressed.

It is possible that you are not being affected by this particular issue, but I think we will need to wait until the ticket is resolved before we can reliably make that call - it will be hard to convince the right people otherwise.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

AjTrek1
Author
Forum|Forum|1 year ago
January 6, 2025

@Corry P

Happy New Year!

Just FYI, this issue has not been resolved for iOS nor iPadOS. I’m up to date on iOS, iPadOS and Sonos on both devices. However, it does work on my Android tablet.

No rush as the balance is centered on my iOS devices. JustI thought you should know so that the needed fix doesn’t get forgotten 😊

Thanks!

Together Everyone Achieves More = T.E.A.M.

+19

Corry P
Sonos Staff
Forum|Forum|1 year ago
January 7, 2025

Hi @AjTrek1

Happy New Year!

Ok thanks! The above described issue was resolved back in November, though it passed by me - I’ll need to check for other related threads now! Also, the previous, similar issue with balance when a Sub is bonded is also resolved.

Therefore, whatever is causing this issue you are having with the Amp’s balance slider is not related to that more general settings issue and must have a different cause.

Just so we have a fresh one to look at, could you please try adjusting the balance control on iOS and then submit a support diagnostic? Thanks.

Edit: if you can also record a video and post a link to it, that would be fantastic!

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

AjTrek1
Author
Forum|Forum|1 year ago
January 7, 2025

Hi @Corry P

Hi @AjTrek1

Happy New Year!

Therefore, whatever is causing this issue you are having with the Amp’s balance slider is not related to that more general settings issue and must have a different cause.

Just so we have a fresh one to look at, could you please try adjusting the balance control on iOS and then submit a support diagnostic? Thanks.

Edit: if you can also record a video and post a link to it, that would be fantastic!

You are correct the issue was resolved for Android as I can verify the fix with my Android tablet. However the issue still exists for iOS. As requested I have submitted a diagnostic and will send you the reference ID in a PM.

The test system you’ll see in the videos consists of:

Sonos Amp
Sonos Edition ProJect Turntable
SubMini
Cambridge Pre-Amp
Definitive Technology D7 Bookshelf speakers

Below are three (3) screen recordings that shows the system was playing by observing the “faux”sound meters at the bottom of each video.

Click the Watch On YouTube option otherwise it will ask you to sign in

Video 1 shows the Room Name and Sonos Components
Video 2 Shows that TV Autoplay is not enabled as there is no HDMI connection
Video 3 shows the Balance Slider starting at center position being moved to left, then to right and back to center position. You’ll have to take my word that there is no change in sound. All remains centered.

Bottomline is that whatever Sonos Tech Support is saying about this issue regarding iOS being resolved they are mistaken. Granted the issue is not present on MacOS. Also as I stated above it is not present on Android as I have an Android tablet that verifies the issue as resolved.

P.S. I know why @Airgetlam “liked” your response as he is an Android devoutee 😂

Together Everyone Achieves More = T.E.A.M.

+19

Corry P
Sonos Staff
Forum|Forum|1 year ago
January 8, 2025

Hi @AjTrek1

Thanks for that!

We’re hitting a little snafu - some of the more esoteric logs need opened separately and the combination of all of them is apparently too big to fit in a single xml file, making them un-openable.

So we can avoid having to reboot your whole system, please perform the following steps:

Reboot the Turntable Amp by removing power
Once it’s booted again, set the Balance all the way to the left on your iOS device
Exit the EQ screen without resetting the balance
Submit diagnostics
Go back to EQ screen, take note of current position of Balance setting
Set balance all the way to the right
Exit the EQ screen without resetting the balance
Submit diagnostics
Go back to EQ screen, take note of current position of Balance setting, reset it to 0 to satisfy any niggling feelings.
Finally, please report back here when all is done. Thank you.

This way, we won’t need to open those logs to see what’s happening, but will also see if the settings are “taking”, even if they have no effect on the Amp itself.

I won’t need any diagnostic numbers (or videos) - just let me know when it’s done and I’ll find them. Thanks.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

AjTrek1
Author
Forum|Forum|1 year ago
January 8, 2025

Hi @AjTrek1

Thanks for that!

We’re hitting a little snafu - some of the more esoteric logs need opened separately and the combination of all of them is apparently too big to fit in a single xml file, making them un-openable.

So we can avoid having to reboot your whole system, please perform the following steps:

Reboot the Turntable Amp by removing power
Once it’s booted again, set the Balance all the way to the left on your iOS device
Exit the EQ screen without resetting the balance
Submit diagnostics
Go back to EQ screen, take note of current position of Balance setting
Set balance all the way to the right
Exit the EQ screen without resetting the balance
Submit diagnostics
Go back to EQ screen, take note of current position of Balance setting, reset it to 0 to satisfy any niggling feelings.
Finally, please report back here when all is done. Thank you.

This way, we won’t need to open those logs to see what’s happening, but will also see if the settings are “taking”, even if they have no effect on the Amp itself.

I won’t need any diagnostic numbers (or videos) - just let me know when it’s done and I’ll find them. Thanks.

Will do. I’ll let you know when completed. Thanks!

Together Everyone Achieves More = T.E.A.M.

AjTrek1
Author
Forum|Forum|1 year ago
January 8, 2025

@Corry P

All done as requested 👍

I’ll send you a PM with additional comments.

Thanks!

Together Everyone Achieves More = T.E.A.M.

+19

Corry P
Sonos Staff
Forum|Forum|1 year ago
January 9, 2025

Hi @AjTrek1

Thank you! It is now clear in the diagnostics that the balance setting not “taking” when you set it.

It seems related to the fact that the balance control is intentionally removed from certain setups containing a Sub/Sub Mini, though, to be clear, it should not be removed/non-functional in your Amp configurations.

This information has been added to an investigatory ticket - thanks again for taking these steps for us!

I will update you when I hear more.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

BaldyDave
Contributor I
Forum|Forum|11 months ago
January 24, 2025

I’ve not been around this community for a while due to ongoing health issues but I have been keeping an occasional eye on the progress of this IOS balance issue with the Sonos Amp as I’m also affected by it. I’ve been using the Sonos app on a windows PC as a workaround if I need to adjust the balance.

I just want to go on record to echo my appreciation for all the work @AjTrek1 has been doing to help get this issue resolved for all IOS users. Also thanks to @Corry P for keeping the dialogue active and feeding back to the technical team involved.

Hopefully a fix won’t be too much longer!

Thanks again for all the work so far!

AjTrek1
Author
Forum|Forum|11 months ago
January 24, 2025

@BaldyDave

Thanks for the kind words of support! 🤗

Together Everyone Achieves More = T.E.A.M.

AjTrek1
Author
Forum|Forum|11 months ago
January 24, 2025

Hi @AjTrek1

Thank you! It is now clear in the diagnostics that the balance setting not “taking” when you set it.

This information has been added to an investigatory ticket - thanks again for taking these steps for us!

I will update you when I hear more.

Thanks @Corry P . My apologies for the late response.

Together Everyone Achieves More = T.E.A.M.

AjTrek1
Author
Forum|Forum|9 months ago
March 31, 2025

Update 03/31/25

This issue has been resolved for iOS with update 80.18.25

@Corry P

Thanks for keeping this on your radar to resolve this minor glitch with the controller. Well Done!

Together Everyone Achieves More = T.E.A.M.

+19

Corry P
Sonos Staff
Forum|Forum|9 months ago
April 1, 2025

Hi @AjTrek1

Glad to hear it - thanks for updating the thread!

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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