Contributor I

Question

Atmos sound stopped working in Era 300

Forum|Forum|2 years ago
June 9, 2024
71 replies
2828 views

I set up my Era 300 speaker yesterday, testing it with Apple music. Both lossless and Atmos sound worked fine. Today, the speaker doesn't play Atmos at all.

If I select in IPhone music settings “Atmos automatic", I get Atmos sound with my AirPods Pro (audible and shown in the Apple music app). When switching to Era300, the Apple music switches automatically to lossless. If I select “atmos always on” in the iphone music settings, I get again Atmos sound with my AirPods Pro but even the lossless sign disappears from the Apple music app. Thus, Era300 is playing only normal voice quality, not even lossless. It is of course noticeable in the Era300 sound quality that it doesn't play Atmos.

I haven't found any way to get Atmos working with Era300 even though it worked well yesterday. Reboots and any changes in settings doesn't help. As Atmos is a major value point of Era300, and Apple music one of the major services for Atmos music, I will return the product unless I get this issue fixed. Any ideas what's going on and how to resolve this?

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C

Chungface

Lyricist III

I hope it is just a matter of time before sonos realize what the issue is, whether guidance for us or an investigation their side. You're right, it is occurring across different set ups and seems to have occurred this past week.

I've been a sonos owner for 5 years and been using apple music atmos since it was introduced. This is the first time I've seen it not working and tried a fair few troubleshooting methods

factory reset all devices
Reauthorize apple music
Re-add apple music
Removed era 300 surrounds from Arc and tried atmos on the arc and 2x era 300s as standalone devices
Re-added surrounds to arc
Toggled on/off spatial sound options in the app
1 month trial of Amazon music to test music atmos (atmos worked)

Please help us sonos. So many people having this issue cannot be a coincidence?

J

Jackcool

Lyricist I

Hi Sonos Support,

Same issue here from Malaysia.

i have tried both of my Era 300 individually or pair in stereo. Neither one method is getting Dolby atmos badge in Apple Music streaming through Sonos apps.

the spatial setting is On.

maybe Sonos shall look into this issue seriously as this is the selling point of this era 300 speaker.

Thank you so much..

D

DiverFlo

Trending Lyricist I

Hi there,

Same issue here, no Atmos - neither tag in the app player nor Atmos/height sound from the speaker- when played Apple Music through the Sonos app. The Lossless neither is showing in lossless songs.

For information on a Beam gen 1, the Lossless is showing.

Region: Spain, Europe.

Please a solution 🙂

Flo

O

Opowers1019

Contributor I

Same issue here. Sonos tech support provided no help either.

D

dallasbiscuits

Contributor I

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.

LIES. I did this about 3 times and still have issues. it is on you, Sonos!

D

DavPrit

Lyricist III

I’m in Ireland and have the exact same problem here. Era 300 stereo pair no longer playing atmos with Apple Music via the Sonos app. This was working yesterday.

The issue persists today unfortunately. My era 300 stereo pair have stopped playing atmos tracks from Apple Music. I have tried all the suggestions like reboots, readding music etc but to no avail. Interestingly the issue does not happen on my separate home theatre system (beam g2, sub mini, 2xera 300 rears) which plays Apple Music atmos and shows badge.

i trust with all the similar descriptions from people around the world that it is a bug on the Sonos side and once the root cause is determined Sonos will be able to centrally deploy a fix.

C

Chungface

Lyricist III

@Corry P more instances from users about atmos not working with Apple Music.

This does not seem to be an isolated user issue but a common trend. With more reported occurrences on this thread, please can sonos help look into this for us.

Thank you in advance!

K

kootuu

Lyricist II

Having the same issue with my Era 300. Done all the suggestions with reauthorising, removing Apple Music, resetting device to factory.

Y

yakuzah

Trending Lyricist I

Thanks everyone for your testing and input.

it appears Sonos has a wider issue randomly affecting different individuals who can no longer receive atmos on Apple Music when streamed through the official Sonos app!

Amazon Music appears to work correctly.

My hunch is a bug in software.

i spoke with Sonos support this morning and they were unable to resolve the issue.

after numerous resets by us all and even factory resetting the atmos tracks still do not work.

i am guessing a lot more people are experiencing this issue. Let’s hope they find this thread and as their voice to this forum.

Corry P

Sonos Staff

Hi Everyone

As we are unable to reproduce this issue ourselves, I encourage you all to please 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 - if it is not a local issue, then we need reports from people’s systems in order to investigate further.

I hope this helps.

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

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