Connect - LINE-OUT low volume since update S1 app

  • 8 November 2020
  • 68 replies
  • 5022 views
L
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Hi

 

I have been a Sonos user for many years and had my existing core system in place for 9 years.  

 

Part of this system is a Connect that I use the line-out from to feed into another system.  This has always worked fine, but since the recent S1 app update, the volume of the line-out has dropped to virtually nothing.

 

It has always been set to “Fixed” and operated perfectly.

Now in the second system even with the volume in the second system set to max it is barely audible.    The only change is the App.

Ive connect a second device to the Line-OUT and this too has very low volume, so its not the secondary equipment.

 

I have to say over the years I have become more and more frustrated with the Sonos updates and the delays in the various fixes that these usually cause.  You have pushed me into the S1 sub culture now - how long is this going to resolve ?

 

The Sonos products consist of this connect, 4 connect:amps, a Play:1 and a ONE.

The external device is an old Living Control (that to be honest has been much more stable than the Sonos) and a blackstar mini amp that I performed the second test on.

 

The connect has the following details:-

Sonos OS: S1
Version: 11.2.3 (build 57381090)
Hardware Version: 1.16.5.5-2.0
Series ID: P100

 

My PC controller is v11.2.3, S1 OS, Build 57381090
my App is v 11.2.3   Build 57381090

 

 

 

 

 

68 replies

B
Userlevel 1
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I fully agree. I have parked my old amp because of this, purely because I listen less now. It’s a real shame and makes me annoyed at Sonos. 

T
Userlevel 4
Badge +5

This is a hardware failure, and is related to device age and component degradation.  I speak from experience as I have repaired a lot of devices with this problem.  My observation is that it’s not really a problem for devices that are younger than about 10 years, but it does start to happen beyond that.  It’s much more common on ZP80 devices than ZP90, and less common on Connect devices.

Some messages here assert that the problem happened after a software upgrade.  I haven’t seen any relationship at all like that...it’s strictly a hardware problem.

I was able to trace the audio path and discovered that the problem is with two capacitors (one for each of the left and right channels) that are directly after the digital-to-analog conversion (which is done by the CS4265 chip visible in the image below).  These audio signals are then filtered/amplified/etc to reach the RCA outputs.  When these capacitors degrade/fail, they either cause no signal, weak signal, or cause static in the audio.  They don’t always fail in pairs, so it is possible that one channel becomes staticky or fainter than the other.  One channel fainter than the other is harder to notice than both becoming faint, which is why people often don’t see a problem until both channels fail.  You can check your device using the app and playing with the balance control to test each speaker separately.

The fix is to replace the capacitors.  They are rated 2.2uF 35V surface mount electrolytic capacitors.  They are the two circled in the picture below.  These are quite small, and I would not advise this repair for anyone who hasn’t done this kind of work before.  However, if successfully done, the faint audio problem disappears.

There are other identical capacitors on the board.  It’s a bit surprising to me that they aren’t also degrading and causing other kinds of failure, but for whatever reason...they aren’t.

Lastly, I would mention that these capacitors usually start to fail around the same time that capacitors in the power supply start to degrade.  Bad power supply capacitors cause other issues (like the device disappearing from the system randomly, or failing to boot up entirely). There are other threads on this forum about replacing power supply capacitors and I’d recommend doing that too, if you’re fixing the audio board capacitors.

 

D

This is a hardware failure, and is related to device age and component degradation.  I speak from experience as I have repaired a lot of devices with this problem.  My observation is that it’s not really a problem for devices that are younger than about 10 years, but it does start to happen beyond that.  It’s much more common on ZP80 devices than ZP90, and less common on Connect devices.

Some messages here assert that the problem happened after a software upgrade.  I haven’t seen any relationship at all like that...it’s strictly a hardware problem.

I was able to trace the audio path and discovered that the problem is with two capacitors (one for each of the left and right channels) that are directly after the digital-to-analog conversion (which is done by the CS4265 chip visible in the image below).  These audio signals are then filtered/amplified/etc to reach the RCA outputs.  When these capacitors degrade/fail, they either cause no signal, weak signal, or cause static in the audio.  They don’t always fail in pairs, so it is possible that one channel becomes staticky or fainter than the other.  One channel fainter than the other is harder to notice than both becoming faint, which is why people often don’t see a problem until both channels fail.  You can check your device using the app and playing with the balance control to test each speaker separately.

The fix is to replace the capacitors.  They are rated 2.2uF 35V surface mount electrolytic capacitors.  They are the two circled in the picture below.  These are quite small, and I would not advise this repair for anyone who hasn’t done this kind of work before.  However, if successfully done, the faint audio problem disappears.

There are other identical capacitors on the board.  It’s a bit surprising to me that they aren’t also degrading and causing other kinds of failure, but for whatever reason...they aren’t.

Lastly, I would mention that these capacitors usually start to fail around the same time that capacitors in the power supply start to degrade.  Bad power supply capacitors cause other issues (like the device disappearing from the system randomly, or failing to boot up entirely). There are other threads on this forum about replacing power supply capacitors and I’d recommend doing that too, if you’re fixing the audio board capacitors.

 

Just wanted to say that this is not necessarily the silver bullet for this problem. I had the exact same symptoms with my (granted younger - h/w version 1.22.1.5-2.1) Connect. Basically almost zero line-out signal (you can JUST hear a whisper if you amp it to the max) but optical still working fine. So I dismantled and carefully replaced the offending caps and…. no change…. exactly the same symptom :(

B
Userlevel 1
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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?

Airgetlam

I think I’m real...but I do use copy/pasted responses due to the need for so many issues that need basically the same response. 
 

Bruce
Airgetlam

And I’d think a bot would require a ‘Sonos employee’ badge of some type. I’ve never seen Sonos use such a technology, likely due to the complexity of interpreting the data in a diagnostic versus the problem reported. Not impossible, I think, but they’ve never expended the effort, as least to my knowledge. 

Bruce
Airgetlam

Hopefully, a Sonos rep will be along to look at it.

Bruce
J

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.

D

What I ended up doing was buying a cheap optical to phono adapter (about a tenner on eBay or Amazon) which solves the problem. It's not elegant but it does the job.

B
Userlevel 1
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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. 

B
Userlevel 1
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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. 

controlav
Userlevel 7
Badge +23

My Connect S1 is fine, so this is likely a hardware issue (these things are OLD by networked device standards) more than a firmware issue.

Author of the leading independent Sonos app for Windows, the only Sonos app for Xbox, and a Sonos app for iOS
106rallye
Userlevel 7
Badge +17

You own a Port? Reading other people’s post they own (much older) Connects……

N

I have exactly the same issue on my Sonos Connect - successful connection but very low volume on analog line outs. Digital outputs working perfectly.  I spent an hour on the phone with Sonos today, very helpful but they could not diagnose a fault- response was unit was faulty and will need replacement…..

…has anybody received a response from Sonos Customer Support as to possible cause??

 

 

T
Userlevel 4
Badge +5

Is not the Connect Amp essentially a Connect that has its RCA outputs internally wired to the amplification stage on the Connect Amp? And if the defect is in what should then be the same circuit after the digital to analog conversion, it should not matter where the music signal is coming from?

I ask because one of my Connect Amps seems to have had this symptom present in one of the wired passive speakers, that are also two decades old, ten year older than the Connect Amp. I first suspected the speakers, but I think I have been able to rule that out.

Right now, there is no trouble, but if it has happened in the past, and the reason was not addressed, it may reappear; so the question is for then, really.

While there is a digital signal that is converted to analog (and then amplified), the circuitry to do that has nothing in common with the Connect.

pwt
Userlevel 7
Badge +20

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?

4 x P:5 | Sub | 4 x P:1 | 3 x Connect | 2 x Boost | Connect:Amp | 2 x One | Amp | Move | Port
S

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.

 

 

S
Userlevel 3
Badge

Hi

 

I have been a Sonos user for many years and had my existing core system in place for 9 years.  

 

Part of this system is a Connect that I use the line-out from to feed into another system.  This has always worked fine, but since the recent S1 app update, the volume of the line-out has dropped to virtually nothing.

 

It has always been set to “Fixed” and operated perfectly.

Now in the second system even with the volume in the second system set to max it is barely audible.    The only change is the App.

Ive connect a second device to the Line-OUT and this too has very low volume, so its not the secondary equipment.

 

I have to say over the years I have become more and more frustrated with the Sonos updates and the delays in the various fixes that these usually cause.  You have pushed me into the S1 sub culture now - how long is this going to resolve ?

 

The Sonos products consist of this connect, 4 connect:amps, a Play:1 and a ONE.

The external device is an old Living Control (that to be honest has been much more stable than the Sonos) and a blackstar mini amp that I performed the second test on.

 

The connect has the following details:-

Sonos OS: S1
Version: 11.2.3 (build 57381090)
Hardware Version: 1.16.5.5-2.0
Series ID: P100

 

My PC controller is v11.2.3, S1 OS, Build 57381090
my App is v 11.2.3   Build 57381090

 

 

I haven't been able to play my Connect for at least a year with low volume, drop outs, and inability to group the Connect with my other Sonos players. Someone suggested bypassing the analog RCA outputs, and so I  did. SUCCESS!!

A Digital to Analog converter (from Amazon or other online store) using the Optical output of the Sonos Connect plugged into the optical input of the DA converter, and then the RCA wires plugged into the analog outputs of the DA converter.

Hope this works for all out there with a faulty Sonos1 Connect analog output.  No issues  with volume, variable setting, or grouping any longer. 

 

 

 

Airgetlam

Lots of good details, but I would recommend that you submit a system diagnostic within 10 minutes of duplicating this problem, and call Sonos Support to discuss it, or post the number here.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the phone folks, there are more options available beyond just the diagnostic analysis.

Bruce
L
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Thanks for reply.  Are you real or an Answer bot please ?

Problem is persistent.

 

Diagnostics - submitted - 1445311186
 

L
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Great - thanks have submitted the diagnostics as requested

D

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...

L
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Any reply please Sonos ?

B
Userlevel 1
Badge

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. 

controlav
Userlevel 7
Badge +23

Any reply please Sonos ?


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

Author of the leading independent Sonos app for Windows, the only Sonos app for Xbox, and a Sonos app for iOS

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