Connect - LINE-OUT low volume since update S1 app

  • 8 November 2020
  • 67 replies
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67 replies

Sonos support.

Has this been fixed yet? As I tried again yesterday to connect my ZP80 and got low volume out of the analogue output jacks.

 

Diagnostic number 626753146

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Tried a reset but doesn’t seem to have fixed the issue. Surely Sonos need to take a look given there is a decent volume of people experiencing this?

To be clear, I am referring to a non-Sonos amp connected to the line out of my Connect via RCA. I have had the volume drop occur two times now, both times after an update. 

Ah thanks, I (mistakenly) assumed you were referring to playing a line-in source on the Connect. Sorry about that.🙏

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To be clear, I am referring to a non-Sonos amp connected to the line out of my Connect via RCA. I have had the volume drop occur two times now, both times after an update. 

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I am having this exact same problem with my connect. It has actually happened twice now, I just updated today and it got worse. On my amp I have to set volume at 70 to have roughly the same output as I previously got at 60, and prior to a previous update it was 50. 

What’s the ‘source level’ set to in the Connect’s room settings?

I don’t have any Line In attached, so no source level. In faint grey text it does refer to Airplay and Level 4, but Line In is “Disconnected”. Line Out is set to Fixed. 

I am having this exact same problem with my connect. It has actually happened twice now, I just updated today and it got worse. On my amp I have to set volume at 70 to have roughly the same output as I previously got at 60, and prior to a previous update it was 50. 

What’s the ‘source level’ set to in the Connect’s room settings?

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I am having this exact same problem with my connect. It has actually happened twice now, I just updated today and it got worse. On my amp I have to set volume at 70 to have roughly the same output as I previously got at 60, and prior to a previous update it was 50. 

I disagree. Just because most upgraded Connects still work fine post upgrade that is not particularly compelling evidence there is not a subtle bug that affects a small percentage, especially given this thread is evidence of a cluster of devices (manufactured a different times) in recent months with the exact same failing condition. At this point, I believe it at least as likely to be a software rather than a hardware issue.  That is until someone takes a couple of fault units to pieces and traces the signal loss to a common failing component.

 

 

Just as a datapoint, I’m not seeing this issue on any of my 3 Connects, using their analog outputs and running S1 v11.2.9 firmware.

 

Ditto with two Connects. This isn't a software issue.

I count six occurrences in this thread to date and there are others if you google. It might be a common hardware failure, but... Reports indicate that it has affected both ZP80s and 90s. Also, there was the post earlier in this thread that indicated someone had trouble with 2 of 5 connects after an update. 

I also have three other connects that don't have a problem on 11.2.6 (build 57587010)

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The fact that so many people have had what seems to be the exact same issue leads me to suspect a software bug, so perhaps a future update will eliminate this fault. 

Just as a datapoint, I’m not seeing this issue on any of my 3 Connects, using their analog outputs and running S1 v11.2.9 firmware.

Sound like this might be a hardware issue with the line level output stage?

As a follow-up to my post from a few days ago, I was able to try an optical cable, and that output signal works perfectly as reported by others on this thread. Since that is sufficient in my application, I am giving up trying to understand the RCA low line levels output problem.

I talked to a support tech once who made me go through another factory reset (after sending diagnostics and having some kind of live monitoring) and also had me connect a passive speaker to the line out RCA. It was far too weak to make any sound at all without an amplifier. With an amp I could only hear anything very faintly if the amp was jacked up to full volume. Anyway, I wasn’t getting anywhere, so I gave up and went the optical cable route since the only other option appeared to be getting a replacement device. The person I spoke to also did not seem to know that others have had the same thing happen.

One other note - I also did the test where I used a pair of RCA cables to loop back from the output to the input, then play music on the faulty device, and then use the faulty device’s line in from another working device. Same behavior except now the faint sound was coming from the working device turned right up.

The fact that so many people have had what seems to be the exact same issue leads me to suspect a software bug, so perhaps a future update will eliminate this fault. 

Has anyone figured out an answer to this problem yet? I have the exact same issue with a connect ZP80 but multiple factory resets have made no difference. 

Thanks.

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Hi folks, thanks for reaching out to the Sonos community and for letting us know about your concern. Have you performed the steps recommended in this thread? If after doing all the steps and the issue is not resolved, it would be best to contact our technical support team for more in-depth troubleshooting steps. Please do not hesitate to reach out if you have further questions or concerns. We are always happy to help out.

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I too just discovered this issue started on my ZP90 (Connect) unit within the past week. I’m not aware of any more recent update being done since I was last working at v11.2.4. My Optical Audio output works normally but my Analog unbalanced audio out is very faint and at maximum or “fixed” setting its volume was faint but very distorted too. I rebooted my connect several times; tried on different audio systems with different cabling with no success.
Finally, I performed multiple factory resets and got it rejoined to my Sonos group again and it seems the analog audio outputs play at the correct volume (using variable output setting). I’ll continue to monitor the system and see if this crops up again…. maybe it’s duration based, maybe temperature?

Has there been any resolution to this, one of my connects doing the same thing from last week. Very low volume and tinny sound

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One of my clients is having the same issue with two of their 5 Sonos Connects. The client also believes the Connects exhibited this “Nearly Non Existing Volume Issue” after an update. 

It appears that this issue affects the analog audio out jacks on the Connect. 

You can boost the volume of any amplifier to 100%, turn up the Connect players volume to 100% or Fixed and you will barely hear the distorted audio.

The solution that worked for me was utilizing either the Optical or Digital Coax output.

My clients setup utilizes a dedicated multi-channel amp for multiple rooms an it does not have digital inputs. If your amp does not have digital inputs you will need a digital to analog converter to complete the connection.

I spent time talking to Sonos tech support on the phone. Sent them diagnostics which showed no errors. Tech support basically had no other solutions to offer than power off and reset nor would they admit any knowledge of this problem. 

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Hi folks,

Thanks for reaching out to the Sonos community and letting us know about your concern. If you’re still experiencing the same issue with your Sonos devices after performing the steps recommended in this thread, I would like to recommend contacting our technical support team for more in-depth troubleshooting steps. Our phone support team is closed during weekends, please see operations hours below:

US customers - Monday through Friday, 10 am - 7 pm EST. 
UK customers - Monday through Friday, 9 am - 5 pm GMT.

Please let me know if you have any further questions or concerns, we’ll be glad to assist you.

 

Same exact issue here - is Sonos fixing this?

Honestly this is unacceptable.

I am not going to upgrade to the new S2 connect if this is the intent.

 

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Hi @LJ2018, thank you for your response and for sharing your feedback. My apologies for the inconvenience. Our phone support operations hours are from 9 am till 5 pm GMT, from Mondays thru Fridays.

Based on the diagnostic, I’m still seeing the same error messages. We referred you to contact our phone support team to check what’s going on with your Connect. We really appreciate the time and effort you've spent doing all the troubleshooting steps, it's best for you to continue working with us over the phone to expedite the process.  Our phone support has the tools to check what's going on in your system and to remotely access your device to provide the best option for you.

Please feel free to reach out in the future if you have any other questions. You're always welcome here.

DID YOU READ MY COMPLAINT.  I TRIED TO CALL AT 4.15 AND YOUR SUPPORT WAS CLOSED DESPITE YOU SAYING IT CLOSES AT 5 !!!!!!!!!!!!!!!!!!!!  WHY ?

AND NOW OTHER USERS ARE SHOWING THE SAME ISSUES WITH YOUR HARDWARE !

 

ALSO WHY DOIESNT THIS QUESTION APPEAR WHEN YOU TYPE “LINE-OUT”  IN THE FORUM SEARCH ?
 

I am having the exact same issue.  I have a 2 different Connects that both worked for 10 years and now I can only get very faint volume out of each of these systems.  I will be watching this string for updates.

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Hi @LJ2018, thank you for your response and for sharing your feedback. My apologies for the inconvenience. Our phone support operations hours are from 9 am till 5 pm GMT, from Mondays thru Fridays.

Based on the diagnostic, I’m still seeing the same error messages. We referred you to contact our phone support team to check what’s going on with your Connect. We really appreciate the time and effort you've spent doing all the troubleshooting steps, it's best for you to continue working with us over the phone to expedite the process.  Our phone support has the tools to check what's going on in your system and to remotely access your device to provide the best option for you.

Please feel free to reach out in the future if you have any other questions. You're always welcome here.

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Ive reset the the Connect.  Still very low volume.
I have already checked (as per above) the feed to the sonos Connect and the the output from the second device.

The sonos plays very low on a secondary amp also

New Diagnostics sent:   605369986.

 

AT  16.15 I tried to phone the support line.

You advertise the hours as Monday to Friday 9am til 5pm.

OMG !  SUPPORT IS NOW CLOSED !

The only change on this is the App ! The low volume occurred immediately after an app and system update.

The network is fine, the device producing the feed is fine.
Ive factory reset the connect as requested.

 

Now what ?  I usually work Monday to Friday, my bad for expecting you to keep the hours you advertise.

 

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Bump

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HI @LJ2018, thank you for your response. Your frustration is completely understandable. We really appreciate your patience working on this.

The last diagnostic report that you sent us, aside from faulty ethernet cable, it detected an audio dropout was detected in your due to sync error and the audio feed is too slow causing the playback to stop. These are network-related issue.

Please try the following steps to isolate the issue. 

  1. Try to play music directly from the other source (not through the Sonos app) like from a CD player to test audio quality.
  2. If the audio level is still the same, try different RCA cables to test.
  3. If there's no improvement with the audio, the next step is to factory reset your Sonos Connect. 
    • After factory reset, your Connect will give you a flashing green light. It means it's ready to be setup.
    • Re-add your Connect back to your system by following the steps on the Sonos app.
    • Once you have successfully added your Connect, test the audio quality.

Let us know how you get on with the advice above and submit another diagnostic report from your Sonos system for us to check. Kindly include the confirmation number in your response.

If you have any questions about this. We and the community are always here to help.

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