Answered

Volume issues - Amazon Music and Atmos

Show first post
This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

73 replies

Mr. T
Userlevel 7

@furacaopr 

I’ve tried your playlist test and with crossfade ON, the Maggie May track does go much louder during the ‘crossfade’ period.

With crossfade OFF, I don’t experience subsequent plays of Maggie May being much louder. The songs are both listenable at the set volume. Repeat playlist also active at this time.

This is using an Arc (both with and without sub)

Corry P
Userlevel 7
Badge +18

Hi @furacaopr & @Ken_Griffiths 

Could you please try creating an Amazon music playlist (not within the Sonos app) of the same mix of track types and test playback of it? This is the only workaround we know of that still allows playback of UHD tracks. Thanks.

 

Edit: Apologies, I just noticed the link showing it already is an Amazon playlist. Please disregard.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
H

Sorry, I was referring to the post made by @Horde , to see if they had provided additional hard data to Sonos, in case it helped them track down what the issue is. My post was not in response to you. 

No I haven’t. It sounded like they had data from other users so didn’t seem to be needed, IMO.

J
Userlevel 4
Badge +6

I also am not experiencing a non-Atmos track being louder after playback of an Atmos track.  I am just happy that after many months the original issue has improved enough (for me, at least) that I can actually enjoy listening to Amazon music on my HT system.

HT: Arc + Era 300s + Subs (G3/G2) + Sony A80L + Sony UBP-X800M2
F
Userlevel 3
Badge +2

Thanks @Corry P 

Mr. T
Userlevel 7

@Lars1425I would not expect a “fix” for this. Why? Because imho nothing is broken. Atmos is a different format, sounding different to normal music (always will) and that's just that

It’s wildly not normal behaviour, just in case you haven’t experienced it. My system plays the track immediately after an Atmos track at max volume. The volume slider moves. I usually sit at around 20% volume if I’m just listening to music in my living room. I’m not making it up or kidding. It changes track and almost blows speakers and breaks windows. I’ve been terrified I’ll break something and I’ve woken/disturbed my kids multiple times with it. It’s absolutely broken.

Fully agree it’s not normal behaviour or what should be expected as normal behaviour.

Other than the example playlist in this thread, I’ve still not encountered this new issue when listening to Amazon Music. I was impacted by the previous low volume of Atmos tracks on Stations.

@MattSon - Have you considered setting a Volume Limit?

F
Userlevel 3
Badge +2

This bug has finally been fixed today on release 14.18 😀

Edit: as long as you keep Crossfade OFF. There are still issues with crossfade ON, but that's good enough for me.

J
Userlevel 4
Badge +6

I also am not experiencing a non-Atmos track being louder after playback of an Atmos track.  I am just happy that after many months the original issue has improved enough (for me, at least) that I can actually enjoy listening to Amazon music on my HT system.

Okay, all is still not well for me.  I know there are posts from others saying as much but wanted to append my last post.  When Afternoon Delight by Starland Vocal Band came on after another song, it was like 5x the volume level of the prior song. Never imagined an angry version of that song but there you have it. Ouch.

HT: Arc + Era 300s + Subs (G3/G2) + Sony A80L + Sony UBP-X800M2
X
Userlevel 1

I talked to Sonos 3 times yesterday and Amazon Music once. They both told me that I can only play Amazon Music through the Sonos App. Can’t stream directly.

When it comes to the volume increase between Dolby and Ultra HD/HD songs, the first person told me to unplug my HDMI, test the volume through various sources and to send multiple Diagnostics and finally asked me to turn off “Loudness” under System/Products/EQ. I did that and couldn’t recreate the issue for a bit so we ended the call. I also noticed that skipping songs doesn’t cause the issue.

Shortly after, it happened again. I used the chat feature with the Diagnostics but that didn’t go well so I ended up on the phone again. Way easier to describe the issue.

This time on the call I submitted multiple Diagnostics while recreating the issue. She said that the issue looked to be with my device controlling the volume somehow. She asked me to restart my phone and she would call me back. I did and she called back a few minutes later. I tried scrolling through songs (fast forwarding to the last 10 secs and letting it flow to the next) for probably 6-8 minutes with her still on the line. I couldn’t recreate the volume issue. I then left the music playing for probably another 20 minutes after that and still no issues.

I haven’t tried streaming Amazon Music through the Sonos app yet today so I can’t say if this is a permanent fix or just temporary. I’m using a Google Pixel 6 Pro.

F
Userlevel 3
Badge +2

So I started streaming after my last post. It just happened again. I told them yesterday that it's a software issue that they need to addressed rather than putting the blame on other things. Hopefully enough people will complain and they will try to fix it.

It's been happening here all the time.  My wife seriously complained and I had to stop listening to Amazon because of that.

L
Userlevel 1

@Sonos: Any update regarding this issue?

Even a workaround (deactivate Atmos somehow?) would be appreciated. Lot‘s of people have expensive systems at home which can‘t be used. :(

F
Userlevel 3
Badge +2

Hi @Corry P ,

Both @Xtreme  and myself are in Canada. I had a different issue some years ago that Sonos escalation team had a hard time to replicate and, after a few months,, they found out it was only affecting Canadian clients. Then, it was an easy fix.

Could it be the same here?

F
Userlevel 3
Badge +2

Just a question for those who subscribe to Apple Music. Does this volume issue when transition between Atmos and non-Atmos tracks occur there as well? Only Amazon Music instead?

Mr. T
Userlevel 7

Just a question for those who subscribe to Apple Music. Does this volume issue when transition between Atmos and non-Atmos tracks occur there as well? Only Amazon Music instead?

I use Apple Music via Apple TV 4K occasionally and not experienced large fluctuations between the different formats. It’s different though as it’s fed over HDMI so treated as a TV audio input rather than a music stream.

Airgetlam

Have you, after recreating the issue, submitted a system diagnostic, and called Sonos Support to discuss it?

Bruce
M

Thanks though - it’s enough to know you’re aware and onto it tbh.

M
Userlevel 1
Badge +2

I wonder if it's because mine is the Arc SL so it doesn't have Alexa. I have tried every way that I could think possible to add it with no success.

 

@XtremeAdd alexa to your Sonos system even if you don't have voice enabled speakers and Amazon music direct control will work just fine. The reason for this is, the Amazon music app needs the Sonos skill installed for Amazon music direct control to work. See: https://support.sonos.com/s/article/3549

 

@Lars1425I would not expect a “fix” for this. Why? Because imho nothing is broken. Atmos is a different format, sounding different to normal music (always will) and that's just that, technically not an “issue”, not a bug, it's a feature. To me it looks normal behavior and logically that can be reproduced.

 

The workarounds mentioned here all have in common to avoid the Atmos content. If you can group other speakers to your Soundbar that's an easy one. If the Sonos App allowed to disable Atmos for Amazon music or change quality with a button for example, we would have another workaround.

People are entitled to their own opinions, but not to their own facts.
Airgetlam

Sorry, I was referring to the post made by @Horde , to see if they had provided additional hard data to Sonos, in case it helped them track down what the issue is. My post was not in response to you. 

Bruce
X
Userlevel 1

I just tested while watching the app. Set the volume to 20 on a "Dolby" song. Good volume for where I'm sitting. The next song was "HD" it came in about 2.5-3 times louder but still set at 20.

Tested some more,  happens from a Dolby to Ultra HD song as well.

X
Userlevel 1

If we could just stream directly from Amazon Music that would probably solve all of these issues. I guess that's too much to ask.

X
Userlevel 1

I can't add my Sonos Arc to devices in Amazon Music. I have android so no Airplay 2.

Airgetlam

Especially as the issue may not be on Sonos’ side of things, but instead the stream being sent to them by Amazon, who probably has a much lower urgency to “fix” the problem, since in only affects a limited number of their users, who complain to Sonos rather than to Amazon?

I do wonder how much “political power” Sonos has with their partners with whom they have zero financial relationship with. It would be a double edged sword, vacillating between the “these folks represent some number of our users” to “these folks pay us nothing, let’s wait till the users who do pay us complain”. I just don’t know. 

Bruce
Ken_Griffiths

I thought that Amazon did fix this issue once upon a time …and then some users (me included) noticed there was an issue with ‘crossfade’ enabled in the Sonos App as the audio switched between Atmos and other formats.

In more recent times, some have mentioned there was an issue with some mixed format playlists (again).. Anyhow to the best of my recollection, I too think this was being revisited and being looked into by Amazon as they clearly have different volume levels for the different types of audio stored on their servers.

F
Userlevel 3
Badge +2

I believe only @Corry P could clarify 

X
Userlevel 1

I wonder if it's because mine is the Arc SL so it doesn't have Alexa. I have tried every way that I could think possible to add it with no success. I just gave it another shot but still not happening. I'm the person that my friends and family call when they have issues. But this one doesn't seem fixable at the moment.

I'm in Canada also, just thought I would mention that in case that could be a limiting factor. Never know with these apps

Terms & ConditionsCookie settings