Hi Folks, my Sonos Port is plugged in to a Lyngdorf amplifier via digital coax and has worked fine since I set it up initially. However, I’m not hearing any sound from the Port now, and the amp says it’s receiving a “PCM Zero” signal - it was fine on Sunday but no sound from any source on via the Port now. Has an update changed something? Any help would be hugely appreciated, thanks!
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I’m chatting with support.
They are aware of the issue and working on a fix, but refusing to blame the update or provide any kind of timeframe.
Userlevel 7
+15
Hi
Our engineers are aware of this issue and are currently investigating as a priority while working towards a fix, however we do not have an estimate on when this will be resolved to share at this time.
In this case, the analog output will still work and we would recommend using this if possible.
If the analog output isn’t working, then you may be experiencing a different issue and I would recommend reaching out to our support team.
I hope this information helps!
Sonos should know the customers that has a or some Ports.
They could send these owners an email to warn them and not start messing around with changing and testing digital coax cables like I did before finding this on the forum.
Same here! (Port with Lyngdorf)
And yes, I messed around with cables and other digital coax sources to find out 'what has been broken’. Please SONOS, warn owners and users when this is a known issue
Userlevel 5
Hi all,
Thank you for your patience. We've (literally) just deployed a software update that should resolve this issue. Please check for updates in the Sonos App, and once your Port has been updated, the issue should no longer occur (your port will have build 72.2-39316 (Port)).
If the issue still occurs, please contact our support team, and we will of course look into it.
Hi
My diagnostic number is 834409299.
I have checked the amp and cable by simply removing the coax cable from the Port and plugging into an old Connect (S1 system). Everything then works as it should. So it is definately the digital output from the Port that has the problem still. The amp does detect the Port as the Port boots up (display changes from ‘no input’ to 44.1khz). But no sound. Immediatly before the update to build 72.2-39316 the display was ‘not valid’, so the update changed something. The analogue outputs from the Port still work.
The update to Version: 15.3 (build 72240060) today has fixed the issue for me - digital output now working again after several weeks of not working.
I also have the same problem but with an Arcam SA20. Amp shows 44.1kHz signal received but it’s totally silent. This worked fine for a year until a couple days ago. I also noticed my system did an update so I expect the update broke this. I tried contacting support, they said my Port is out of warranty and I need to buy a new one. Not helpful. I actually have more than one Port. They all exhibit this sudden behavior change. I wish we could somehow report this bug to the actual engineers.
+3
[very, very long time Sonos user here with about a dozen devices. Also, a past beta tester that would have been happy to report this problem if I had been included in the update.]
Same here. First did all of the usual cable testing. Then I spent 2 hours driving to a buddy’s place today to try the Port with his system because I thought it was my Meridian system and I don’t have a spare system lying around that accepts digital coax inputs (because the optical output is mysteriously gone from the Port). And then a 1.5 hour chat with support - who concluded that I needed to buy a new Port. When I asked for the issue to be escalated, the tech came back and said it was a known issue… so I found this thread.
I should have looked here first… but really? Sonos broke the digital output and even the techs are not all aware of it?
Sonos - please make sure all of your tech support people are aware that if calls come in about the digital output of the Port that they save everyone hours of time and share that it is a software issue and a new device purchase is not required.
Also “No ETA” is not helpful. Is this going to take days? Weeks? How will I get updates about what is going on? Clearly I can’t use my device now…
When I pointed out the error, it was played back as a misunderstanding. Case 04858896 if anyone wants to read the transcript.
I can confirm the new build works. I hate to state the obvious, but consider adding a regression test.
Diagnostic 213161996
I have switched to/from analog and swapped cables to rule out an amp issue or a cable issue. The problem remains. The sound I get is like digital noise when on the coaxial digital output/input. It worked without issue before the update. Analog still works fine.
Userlevel 7
+18
Hi
We now consider this issue fully resolved. If anyone is still experiencing problems, I recommend they get in touch with our technical support team.
Thank you for your patience.
I switched to digital and did another diagnostic in case that helps. 133030972
I have the same issue with my KEF LS50 Wireless II setup. Bought it today. I wanted to be able to group them in the Sonos ecosystem, when I feel like it. Only option is coaxial digital, so no analog option as a fallback possible.
Hi, I did figure out a workaround until Sonos properly fix the issue. If you goto the app, and then the Port settings. Goto the sound and then volume limit. It probably is OFF, but set it too 20, or 25. That should fix the issue.
Obviously this will effect the analog output of the port as well …. so its only a workaround.
Hi all,
Thank you for your patience. We've (literally) just deployed a software update that should resolve this issue. Please check for updates in the Sonos App, and once your Port has been updated, the issue should no longer occur (your port will have build 72.2-39316 (Port)).
If the issue still occurs, please contact our support team, and we will of course look into it.
Yes, this fix didn’t work for me. Just have the same issue. Still broken.
Hi all, Thanks again for your patience. We're sorry to hear some of you are still experiencing this issue, despite having updated Sonos Port since my last post. If you could please share a diagnostic here in the topic, or in a DM to me, I'll make sure that they get to the engineering team for further investigation. Thank you.
diagnostic number 1122505657
Userlevel 2
I have the same problem, but with Genelec 8340 active speakers. Hopefully there will be a fix soon.
I’m not aware of any change in the update that would factor in to this. Have you tried to submit a system diagnostic , and called Sonos Support to discuss it?
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, they have tools at their disposal that will allow them to give you advice specific to your Sonos system and network.
Thanks for the replies so far, they are useful if only to confirm that I’m not the only one with the issue and that the unit has updated and Sonos have caused the issue.
I chatted with support last night who refused to help any further until I contacted Lyngdorf to ask what “PCM ZERO” meant! The replies from other posters this morning seem to confirm that this is an issue caused by a Sonos update though, the second time in recent memory that an update has broken some functionality with the system for me (which I find really hard to forgive).
I’ll wait to hear back from Lyngdorf and then contact support, but in the meantime, if anyone else learns anything new, please share.
Same problem here. I have a pair of Dynaudio Xeo 4 and have used the coax-output for years without any problems. Stopped working yesterday. Hopefully a fix soon…
I’m having the same issue with my Port + Genelec 8330A/7350A system. This is most certainly an artifact of the recent update, as I also had this issue with the beta.
Same problem with me! Arcam SA30 amp which was working fine now says the digital input from the Port is ‘Not Valid’. So frustrating!
I have the same issue. My Port is connected to NAD 3020 and it stopped receiving digital signal from Sonos today. Worked fine last time. Analog output works properly. I thought my coax input or output blew up, but apparently not.
Any word on a fix?
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