Atmos sound stopped working in Era 300

Hi there. You are not alone. I have a full atmos surround setup with Sonos Arc, Sub and two rears. 
 

Apple Music has been working flawlessly with atmos. Today there is no atmos on any tracks. 
 

The Apple Music atmos tracks work if played through Apple TV. No longer work via the latest pile of crap Sonos app. 
To ensure I was actually getting atmos from streaming I tested ‘Cuff it’ from Beyoncé on Apple Music using the Sonos app via Apple Music. 
 

NO ATMOS

 then I played the same track through Amazon Music

 FULL ATMOS

i tested other tracks from pink Floyd to Harry Styles on both music services and Apple Music is no longer streaming in atmos Amazon works fine  

 So my conclusion is Sonos have broken Apple Music atmos.  Either through a firmware update or through their absolutely atrocious new app which is a pile of horse dung 💩 

if I can play atmos tracks on Amazon and Apple was fine upto a week ago then Sonos is too blame here

Hi @Sami71 

Welcome to the Sonos Community!

Please be aware that you can only play Atmos music on Sonos by using the Sonos app - no amount of altering settings on your iPhone or in the Apple Music app will change that. Please browse and select from Apple Music from within the Sonos app - to browse, please tap the circular Apple Music logo found under “My Services” on the Home Screen.

You must first enable Spatial Music in the Era 300’s settings (Settings icon » [room with Era 300] » Spatial Music » On), but if you had it working yesterday then I don’t think you’ll need to do this.

I hope this helps.

Hi @yakuzah 

We were unable to reproduce this issue in our testing. I recommend you remove the Apple Music service from your Sonos system, then add it again.

Remove a music service account from Sonos

Add a music service to Sonos

If that does not solve the issue, I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

I hope this helps.

Apple Music removed from Sonos App

 still not working

 Amazon Music via Sonos app = Dolby atmos

 Apple Music via Sonos app = Stereo no Atmos

 if you think I’m waiting 120 minutes in your support queue your deluded!!

 You’ve broken it please fix it. If it worked a week ago and Amazon works and now Apple Music doesn’t work anymore, then the issue is at your end not mine. 
 

I’ve proved my system. TV, Blu-ray, streamed movies, sport and Amazon music all work perfectly. 
 

Apple Music that was working is no longer working

honestly Sonos takes so much time creating great hardware, it’s a shame you don’t carry out the same diligence with your software and firmware. 
 

So my preferred music provider that was working with atmos is now not working. 

Hi @yakuzah 

As mentioned, we have been unable to reproduce the issue you report. It seems likely, therefore, that the issue is local or account-based, so troubleshooting needs to be continued from your end of things, not ours. We have no way of continuing an investigation if we cannot reproduce the issue.

Here is the screenshot provided by my colleague to show me he had no issues playing Atmos music from Apple:

I appreciate that you don’t want to wait 2 hours for a phone call. You can instead start a support chat session at the same link where you can find our phone number: https://support.sonos.com/s/contact Or, you can wait for the queue times to come down somewhat - perhaps they will be lower next week.

You mentioned playing to an Arc - have you tried rebooting it? Just unplug it from power for a few seconds - it may help. It could also help to reboot your phone.

I hope this helps.

Here is a screen capture of music playing through the Sonos app via Amazon music 

the track is in atmos on both streaming services

no atmos on Apple Music. 
 

Just to show the track is actually atmos on Apple Music 

yesterday while troubleshooting I restarted my system three times. 
 

i have also factory reset the system and setup all over again. Same result

Hi @yakuzah 

I was not in any way saying that you do not have an issue. I was saying that we do not have that same issue, so, by logical extension, we cannot possibly investigate the issue by ourselves. In order for us to even attempt to look into this issue for you, we require you to please get in touch with our support team. 

Your chat bot is useless. It just directs you to your support number which is currently expecting your customers to wait online hoping to speak to someone in 138 minutes

 over two hours waiting on a phone is ridiculous. 
 

none of these problems existed before your last firmware and Sonos app update. 
 

it’s a Sonos problem And reading the forums I am not the only one experiencing issues. 
 

The fact that one music service works and some Apple music doesn’t is a clear indication there is a problem at your end. 
 

So whilst I’m expected to wait on the phone for nearly three hours with little hope of anyone actually fixing the problem, what is Sonos doing ?  Apart from streaming  a test track this proves very little if there is an intermittent issue 

I know you are upset over your very first world problem of not being able to hear spatial audio on your audio system, but the Sonos rep is very politely and professionally trying to help you.  How about toning it down a notch?  This isn’t life and death, it’s barely an inconvenience, so let’s treat it as such, huh?

I’m sorry I won’t tone it down. This system cost over £2000????  I have been buying Sonos for twenty years. 
 

so no I won’t tone it down. Sonos are at fault which I have proven twice. But I’m expected to sit for half my life on a support number which at any moment could cut me off and push me to the back of the queue. 
 

Amazon works and Apple does not. 
 

it’s not life and death it’s a system that is not working as advertised and a service that clearly states it supports atmos and it is not. 
 

So I won’t pipe down no.