Trending Lyricist I

Connect - LINE-OUT low volume since update S1 app

Forum|Forum|5 years ago
November 8, 2020
68 replies
6767 views

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

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Rowena B.

Retired Sonos Staff

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.

Help others find useful content by clicking the like button and selecting the best answer to your question.

J

JRL4235

Lyricist I

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.

L

LJ2018Author

Trending Lyricist I

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 ?

C

cpb

Lyricist I

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.

Rowena B.

Retired Sonos Staff

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.

Help others find useful content by clicking the like button and selecting the best answer to your question.

Vivid Visuals and Sound

Lyricist I

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.

Ken the AV Integrator

B

bettertoremainsilent

Contributor I

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

F

fastpin

Lyricist I

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?

Rowena B.

Retired Sonos Staff

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.

Help others find useful content by clicking the like button and selecting the best answer to your question.

S

seanjmartin

Lyricist III

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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