Connect:AMP keeps cutting out...all components hardwired

While it’s possible that a Sonos Forum moderator will have time to look at your diagnostic, and respond, you’re much more likely to get a timely answer if you call Sonos Support directly to discuss it.

One way to knock: @Corry P 

Thanks for the help everyone and chiming in so quickly. Just FYI, I intentionally post here for SEO purposes and to bring visibility to the issue for the wider community at large. Sometimes phone calls aren’t quite good enough in my opinion.

again many thanks and hopefully the issue gets resolved with updated firmware.

unless I am mistaken, a new firmware has dropped that appears to address this issue.  only a couple hours of testing here at my installation, but seems much better so far.

Hi @Gerald Harmon 

I’m not sure which update you are referring to - we haven’t released one since the 12th of December. However, I feel I should set some expectations here - although some other products are currently experiencing similar symptoms which we are doing our best to address, I do not expect the issue your Connect:AMP is affected by to ever be fixed by a software update - the issue is physical (hardware) in nature.

If you have belatedly installed the last update, I suspect the reboot that happened afterwards has delayed the occurrence of the symptoms for a small time.

Sorry to be the bearer of bad news.

darn.  thanks @Corry P .  hate to nitpick, but I disagree with the assertion that the issue is physical, as the physical hardware worked flawlessly for years before a recent (June of 23 I think based on reading here) software update.  

The sheer volume of posts here makes it quite clear what has occurred.  Honestly, the company should just own it.  Either support the Connect:AMP on S2 fully, or create an S3 iteration of hardware, or give your customers a reasonable EOL (end-of-life for other readers) for the products and allow us to plan.  In no event should a “supported” product become unreliable due to a “supported” software update cycle.

A disappointing event for a decade-plus Sonos supporter and customer.  Until now, rock solid products and software, setting aside the S1 to S2 throw-your-old-stuff in the ocean misstep (later walked back with quite a bit of redface).

Gerald, since the Sonos response is based on a look at your diagnostics one has to assume that they have a basis for saying that your issue is different from the one plaguing other Connect Amps running S2.

You can test this for yourself if you wish - move the failing Connect Amp back to S1 and see if it continues to fail. If instead it works fine under S1, Sonos may suffer another red face.

PS: I just noticed your comment about the new update. For Sonos to be correct, your Connect Amp units should still fail even after that update is installed?

@Gerald Harmon,
Just to add to @Kumar’s post here if you do decide to try S1..  a downgrade to a new S1 system can only be done if there is one of the following Sonos devices available to you to create that system in the first instance. So you will need an S1 only product, as per the below list of ‘older’ players…

• Connect (Gen 1)
• Connect:Amp (Gen 1)
• Play:5 (Gen 1)
• ZonePlayer 100
• ZonePlayer 120
• ZonePlayer 80
• ZonePlayer 90
• ZonePlayer S5

Hi @Gerald Harmon 

I understand your point completely, but as the specific hardware fault in this case is related to failing flash memory, a change in how much memory is used, or in how it is used, can change things. The update you got in June 2023 - not due to it’s content - was likely the point at which enough memory was failing to become an issue for your particular device, and installing that latest firmware may have taken the memory past it’s tipping point.

Having said all that, we're close to releasing an update that fixes certain conditions with older players. I still recommend that you do not get your hopes up, however, as things will still likely vary on a device-by-device basis.