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Sami71
Contributor I
June 9, 2024
Question

Atmos sound stopped working in Era 300

  • 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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    Sami71Author
    Contributor I
    June 27, 2024

    Atmos started working in my Era300, when playing through Sonos app. I did no new reconfigs to my setup, so it must have been a Sonos SW update. Still, at times I don't get even lossless, when playing Apple music through Sonos app. This may be due to the original song version not being in lossless codec, though. Anyway, the Atmos problem seems solved for me. 

    As for Sonos support, I would adviced taking customer feedback more seriously. You market your products in premium category, so it is reasonable to assume that your customers expect premium service as well as premium experience from the whole Sonos system.

    By the latter I mean that you need to focus on usability and performance of you app. It is so central piece of your value proposition that you need to get it right. Moreover, it is not adviseable to force your customers to use only your app for Atmos, but allow us to use what ever app we prefer. Your customers will love Sonos products more when they can access them with apps they like.

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