Dead spots on CR200

Hm, spotted an issue with my CR200 a few days ago. Sounds oddly similar to other posters: dead "forward" and most of the "play" button area.

I mailed support, not had a response yet. I thought it was hardware, but not so sure now.

If I go to a system menu, the whole of the bottom "item" can't be selected. Only the very left edge of the touch panel seems to work. However, in "playing" screen, the "back" button is fine. Keyboard is OK up to the first few pixels of the "c" key. Anything right of that is dead.

Which leads me to think it's a software issue. The dead area is exactly the size of a list item in a menu, and the width of the dead zone changes depending which screen you're on. That can't be hardware unless it's to do with the screen drivers (?)

Would love to see the source code and a diff between last update and latest...

Maybe an invisible UI element on top of the menu which is handling touch for you.

Weird.

I have always been so chuffed with my Sonos system. Nothing but minor issues. But now the CR200 has packed up! The Music Menu, View queue buttons are unresponsive. I tried removing the battery, turning off, etc Then made the mistake of doing a factory reset. Now it won't go past the "next" option. So I have a non-working CR200. It is nearly 2 years old so hopefully Sonos will be understanding and not hammer me on cost.

My replacement CR200 has just experienced a dead area. My local shop sent the previous one away and Sonos were happy to replace it for a 'new' one. Very frustrating that it has happened again especially as I hardly use it. Considering the quality of the other Sonos products it's surprising they haven't sorted this issue out yet (when I said hardly use it I mainly use the Sonos software on my iPad or PC - might just ask for a refund on the CR200)

I wonder if we may be starting to see a shortage of replacement comtrollers, following the announcement of their discontinuation?

I have just reported my 2nd CR200 for a dead spot, that controller being a replacement for my first one that failed for the same reason. I received a standard RMA email from SONOS Support by return (with no other comment from them) But when I followed the web link to process the RMA, the webpage said "No matching stock replacements are available at this time". A trifle worrying!

I have emailed Support requesting an explanation, and will post again when I hear from them.

I have always been so chuffed with my Sonos system. Nothing but minor issues. But now the CR200 has packed up! The Music Menu, View queue buttons are unresponsive. I tried removing the battery, turning off, etc Then made the mistake of doing a factory reset. Now it won't go past the "next" option. So I have a non-working CR200. It is nearly 2 years old so hopefully Sonos will be understanding and not hammer me on cost.

I have just received a FOC refurbished control. I must say I am very impressed with Sonos. I know there will always be the worry that the Control will fail again, but the company have resolved the issue for me with minimum pain.

I wonder if we may be starting to see a shortage of replacement controllers, following the announcement of their discontinuation?

I have just reported my 2nd CR200 for a dead spot ... when I followed the web link to process the RMA, the webpage said "No matching stock replacements are available at this time". A trifle worrying!

I have emailed Support requesting an explanation, and will post again when I hear from them.

Update on my previous post:

I received an email back from Support asking me to re-try the link, and saying that they had "had an issue which would give the error" I saw, and which they had now fixed. They gave no clues as to what the error was - it could have be as unremarkable as an IT glitch or stock record error, or it could have been a real lack of replacement stock. I doubt I'll find out.

Anyway, the RMA link worked this time and my replacement controller should now be on its way.

Hi, I have been having the same problem. On playing radio, the stop button doesn't operate. But the line below does - so back, Music, view queue and i all are fine.
I just rang Sonos in Europe (Germany) and the helpful man took my details, said they would send an email about replacing it. Also confirmed that it's a bit of a known problem, nothing I could do about it, the only answer is a replacement, which they will organise.

Just to close the story on my experience above. My replacement controller duly arrived a couple of days ago.

It is of recent manufacture: the date of moulding of the back cover (marked inside) is 01/12. Like others have commented, the shipping note says "Sonos Control Refurbished", but I am almost 100% certain it is brand new, as there are no signs of any wear on the power connectors and it is pristine inside and out. No doubt the "refurbished" statement allows Sonos to keep their options open, but I suspect that in most cases it is cheaper for them to supply a new unit than to refurbish a returned item. Until stocks run out, that is...

Update to my issue with 4 faulty CR200 controllers. I did log with Sonos support and was going to update back to them when I returned from Singapore but noticed they had closed the issue as resolved which it most definately was not. Below is my response back to Sonos support - no response yet !!

Hi XXX
I noticed that you closed this fault log prior to recieving my e-mail 29/4/2012 (posted below). Please reopen and respond

To update you I have just returned from my Sonos agent in Singapore who replaced all 4 faulty controllers with new sealed box units. I have always dealt with the dealer in Singapore as sadly the Sonos global support model doesn't reach Indonesia when it comes to physical support. My dealer in Singapore really have had enough of dealing in these faulty controllers, however the only service they can provide is to replace with new which they have done in my case but they now refuse to stock the CR200 at all.

This brings me to my next question, I have 4 new controllers as of yesterday with full warranty but now Sonos have issued a statement to say they are discontinuing, so what happens if they break down again bearing in mind I have invested 4 x 650 SGD in purchasing originally. What is the plan from Sonos ?

I would like to ask why Sonos has stayed virtually silent on the CR200 failure, I know the spin is there was a faulty batch but all the controllers I have replaced over time (and there were many) all came from different batches and so the spin doesn't really wash with any of the Sonos owners who have some knowledge of this type of software/hardware quality control lapse.

I can understand that you may not want to respond to these awkward questions so please feel free to elevate my e-mail as you see fit. I will be updating the Sonos forum quite soon as there are many people waiting to see what happened when I went to Singapore and also what feedback I get from Sonos as a company re the faulty CR200 situation. I can tell you that Sonos has disappointed many long term followers and purchasers of your product by the lack of response and ownership of this issue

I am now on my third CR200 and this one has now developed dead spots on the screen. I have contacted the support department and have requested a refund. After three controllers i have lost my faith in the product - i am still awaiting a response so lets see what happens. They also offered no compensation for the previous disruptions which this problem caused me!! Come on SONOS sort yourselves out.

Anyone else still experiencing problems with the controller?