Connect - LINE-OUT low volume since update S1 app

  • 8 November 2020
  • 67 replies
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67 replies

I’ve got trouble with same issue. it made me crazy.

Is there anyone who sorted out the problem? it made me really annoyed. :angry:  

 

whenever I tried to change the line out level from variable to pass-through, it reverted to variable and Volume level is very low...

Not me. I ended up getting an amp for other reasons but am really frustrated by this issue on the Connect and I was tempted not to buy an amp because of it. I don’t understand why the Sonos team are just ignoring this issue from long term loyal customers. 

I have a dedicated amplifier though it is a serious problem to old Sonos customers.

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Hi folks,

@Airgetlam and @controlav, thank you for your usual assistance. We really appreciate it. 

@LJ2018, thank you for reaching out to us and welcome to the Sonos community. I appreciate you for providing us your concern and submitting the diagnostic. Let me help you and figure out what's happening.

Upon checking the report, it's telling me that the diagnostic was incomplete and not returning any information about your system. However, I can see that all your speakers are online.

Can you please submit another diagnostic? You can also try to submit from another mobile device/controller and include the confirmation numbers in your response for us to check. 

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

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Any reply please Sonos ?


You need to post the actual diagnostic number here for Support to have a look.

I did above:- 1445311186

 

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Have done it again.  

Sonos Diagonstic number:  786276586

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Hi @LJ2018, thank you for your response and for submitting another diagnostic for us to check. Let me help you with this.

Based on the diagnostic, there's no line-in connection on your Sonos Connect and the ethernet cable is potentially faulty. This could be one of the reasons why you're not getting audio. Also, an audio dropout was detected in your due to sync error and the audio feed is too slow causing the playback to stop.

Let me suggest the next troubleshooting and see if it works for you.

  1. Power off your Sonos Connect.
    • Disconnect the left and right speakers and line-in connection. 
    • Wait for at least 30 minutes.
    • Reconnect all the connections and power it back on.
    • Start playback to test the audio.
  2. Check the volume.
    • Depending on your Line-Out Level setting, you may need to adjust the volume in both the Sonos app and on your receiver
    • If you have your Line-Out Level set to Fixed, you will need to adjust the volume on the receiver or device that you have connected to Port or Connect.
    • If the Line-Out Level is set to Variable or Pass-Through, try adjusting the volume on both the receiver and in the Sonos app. 
  3. Change the wireless channel on the Sonos app
    • Settings > System > Network > Networks > SonosNet Channel > Set it to 11
    • Observe your Sonos system performance.

If you're still not getting audio from your connect, it would be best for you to continue working with us over the phone to expedite the process. I recommend contacting our Sonos Customer Care support to perform further troubleshooting to provide the best option for you.

Please let us know if you still have further questions or concerns. We are always here to help.

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Apologies.  The I was at work and not at home and the audio stream was inactive.  Completely my error I was trying to speed things along.

Ive replicated the error and submitted more diagnostics.  Confirmation Number 1010030269

 

That said I have read your above comments.  It is so frustrating when you blame the hardware, when the hardware has been in place for 9 years, was working and the only change has been an app update !

I also stated there is a sound feed but it is very faint.

Ive also stated above the Volume is set to fixed and has been since install, setting it to pass thru results in the same extremely low volume.

Ive connected another device to the second system (replacing the sonos element) and it performs as it should with the correct volume.  So the fault is definitely with the sonos connect.

 

The connect is currently unplugged for the 30 mins as suggested above - it does not have speakers attached, only 2 network cables and the line-out are in use)

 

Please review the new diagnostics.  1010030269

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Hi @LJ2018, thank you for your response and for submitting another diagnostic. We appreciate you for sharing your feedback. We’re sorry your experience didn’t match your expectations. Let me help you with this.

The troubleshooting steps we provided depending on the error we found in the diagnostic report. Looking at the latest diagnostic, I still see the same errors and some of your speakers (2 Play 1's and 1 Connect Amp) don't have a connection to our Sonos cloud server. I would still recommend performing the steps we provided in this thread since the issue was not resolved. To address the cloud connection of your speakers, you can perform a sequential reboot of your network devices, all your Sonos products, and force close mobile controllers to refresh the connection. 

We really appreciate the time and effort you've spent in resolving this issue, it would be best for you to continue working with us over the phone to expedite the process. I recommend contacting our Sonos Customer Care support to perform in-depth troubleshooting with your full network setup including the make and model of each device and to do some tests on the Sonos app to isolate the issue 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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I have plugged Connect back in after 45 mins, no change to volume - still very faint. Now some intermittent crackling.

Further diagnostics  - 1449653583

 

Is there a reference number I should supply to Customer care ?

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Hi @LJ2018, thank you for your performing the steps provided and for submitting another diagnostic. Upon checking, the no cloud connection to Sonos server has been cleared but the previous errors, are still showing the report. Please try other music sources to test the audio. If you will encounter the same, do reach out to our Sonos Customer Care support to further assist you with this. If you have any questions about this. We and the community are always here to help.

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Please !  I appreciate your are trying to help me, but it so frustrating when you dont read what I have actually posted.

 

Ive tested the output of the Sonos into another source,  It has the same volume issue. There is a stream but at max vol it is barely audible,

I have tested the secondary system with a different input and that works fine..

The only change is the App. 

Could you confirm the other errors you see please ?

There is no line-in connection thats why you dont see one !

The connections to the connect are :-  2 network cables and the line-out and the power lead.

The only other thing I see its a potential fault with a network cable ?

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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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Bump

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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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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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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 ?
 

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 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.

 

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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. 

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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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?

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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.

Same here on my ZP90 very low and distorted audio on RCA analog output. S1 11.9

I think, it's time to go for Bluesound.

I’m looking into the optical to phono solution as I just moved, reconnected everything after being boxed up for months, updated all the devices (haven’t done that in years), and all 3 of my Connects have this issue...barely audible at max volume regardless of the line-out level setting. They are all connected to the same receivers they were connected to before...for years. Something up and it really feels like the update to me.

Dug out my even older S1 connects out (I have 2 of them), and they are working fine! This is uncanny. They can’t not know about this.

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.

Sure sounds like the pre-amp(s) have failed, and the Sonos is only getting a phono level input, rather than a line level input. 

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