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WorldHQ
Contributor I
Nov 29, 2023 12:19 AM UTC
Answered

Experiencing sudden, heart stopping short volume blast

System: Arc, 2 beams (Gen2)on additional TVs, 2 ERA 300, 2 ERA 100, Play 1, Sub (Gen2)

Volume blast for a second or two, Sonos System goes dead then restarts in 30-45 seconds at set volume. Scares the * out of any listeners. 

Any suggestions?

Thank you

 

 

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Airgetlam
AirgetlamAnswer
Nov 29, 2023 2:58 AM UTC

Now that you’ve submitted a diagnostic, you need to call Sonos Support directly to discuss it.

As noted in the Diagnostics - How do they work? thread, they won’t look at it unless you contact them directly. 

Bruce
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8 replies

Airgetlam
Airgetlam
Nov 29, 2023 12:38 AM UTC

What was the source you were playing? Is your Sonos software up to date on both your controller device and speakers? Which speakers did this sound come from? Did you submit a diagnostic to Sonos, so they could look in to the hard data?

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Bruce
WorldHQAuthor
Contributor I
Nov 29, 2023 2:39 AM UTC

Source: Apple Music

Updates: both controller & speakers updates current

Speaker Source: I believe the Arc Playbar

Diagnostic; Submitted

 

 

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Airgetlam
AirgetlamAnswer
Nov 29, 2023 2:58 AM UTC

Now that you’ve submitted a diagnostic, you need to call Sonos Support directly to discuss it.

As noted in the Diagnostics - How do they work? thread, they won’t look at it unless you contact them directly. 

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Bruce
WorldHQAuthor
Contributor I
Nov 29, 2023 3:02 AM UTC

I shall and thank you very much 

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    GuitarSuperstar
    Lead Maestro
    Nov 29, 2023 5:56 AM UTC

    I think I may have just experienced the same thing. I was streaming music to my Arc + Sub + Era 300s setup from my music library on the Sonos app. The music began cutting out and it was accompanied with little pops. So I switched to streaming the same music directly from the Apple Music app via AirPlay. Same problem. After I stopped the music, I heard an extremely loud bang from the left surround speaker. It sounded like a bomb went off in the corner of my room. Not good.

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    "Receive with simplicity everything that happens to you." - Rashi
    Airgetlam
    Airgetlam
    Nov 29, 2023 6:12 AM UTC

    I’m assuming, with your experience, you ran a diagnostic, and will be contacting Sonos support, so that the cause can be tracked down. 

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    Bruce
      WorldHQAuthor
      Contributor I
      Dec 4, 2023 3:22 PM UTC

      After two call with Sonos technicians (level 1 then level 2), the level 2 tech requested I capture the blast while running the diagnostic tool. After explaining to the technician that the blasts are intermittent and would require me to constantly be running diagnostics, no way.

      Once she understood, we went thru a factory reset and we shall see if that exercise clears up the problem. I shall report back. 

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      Stanley_4
      Stanley_4
      Grand Maestro
      Dec 4, 2023 6:46 PM UTC

      You capture the last 10-15 minutes of internal activity with a diagnostic so if it is possible to collect one in that time period it might prove helpful.

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