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Morgpierre
Contributor I
June 18, 2024
Answered

random muting on my system

  • June 18, 2024
  • 215 replies
  • 14835 views

My entire system mutes randomly and without touching any buttons, The voice Assistance not activated and that's not what appears to be causing it. Are there any solutions? I have updated my system. 

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    Best answer by Corry P

    Hi @jpnort 

    I do have an update - we now consider this issue to be resolved. We were not expecting to see new reports of this issue at all.

    Please ensure both your Sonos system and your Sonos app are fully up-to-date, and if you still see this muting occur, I recommend you get in touch with our technical support team to report as much - if they are unable to resolve the issue, we may have to reopen the ticket for further investigation.

    I hope this helps.

    215 replies

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    weestro
    Trending Lyricist I
    June 24, 2024

    @Sonos any update on the bug fix? This is a super annoying problem likely affecting your entire customer base. 

      P_Bay
      Lyricist I
      June 24, 2024

      Hello everyone,

      Some (apparently very clever) person suggested earlier on this discussion stream to toggle with the TV Autoplay button.

      In desperation after trying EVERYTHING, I checked the TV Autoplay button of my BEAM soundbar, which was ON. That is strange because I do not use my BEAM with my TV, only for music. So I turned it OFF.

      Anyway, ever since I did that yesterday, I have not had a muting issue. Why? Don’t ask me why.

      It may be a bit early to say for sure but I suggest you try it, if one of your components is designed to work with a TV. I hope I have not spoken too soon though…

      Unfortunately, I cannot find the earlier message to thank this contributor for his/her suggestion.

      Still… I suspect that might cause some further issues for those people who actually use BEAM with their TV! After all, it’s been designed for that purpose, hasn’t it?

      Try it perhaps. Hope it works for you. Good luck everyone.

       

      JaneHurley
      Lyricist I
      June 24, 2024

      Happening to me too, overnight reach night, for the last few days. Used as ambient noise machine in kids bedroom. Can't wait for this to be fixed; our whole household wakes after this happens!!!!

      noodles66
      Lyricist III
      June 24, 2024

      I am experiencing random muting on my system too. Also when this happens I open app and it first says no products found.  I spoke with the chat help on Saturday and submitted diagnostics. Was made to mess about with wifi, delete and reinstall app and after 2 hours in chat I was  told to submit another diagnostic and contact chat help. I was given case number 06448670. Well I have now submitted diagnostic just now and although it says 24 hour help, apparently today nobody is available to chat. Is that to me or anyone. I have to go to work so I cannot get time to try and fix this. Seems the sonos system is now out of use for me as a working tool. I use my Roam as an alarm for work but the alarm cannot be heard as the speaker is muted. The guy I spoke with thought it was a strange problem. I now suspect they know its the app and I was fobbed off. Its a Joke. The whole app is now very erratic. Sometimes products are there. It says nothing is playing when it is. It stops you adjusting volume. Wish I never updated this app.Fix the system. I also have a 3, two ones a play 5, a sub and playbar.

      noodles66
      Lyricist III
      June 24, 2024

      This is becoming a daily pain!

      Ray and Era 300 both in “green mute” this morning.

      Then watching TV and Ray mutes again.

      I’m not new to Sonos, but new to this forum. Is there anyone from the manufacturer on here, to make comment on this fiasco….. just saying😡

      Absolute mess. They have broke their own system.

        noodles66
        Lyricist III
        June 24, 2024

        My entire system mutes randomly and without touching any buttons, The voice Assistance not activated and that's not what appears to be causing it. Are there any solutions? I have updated my system. 

        I was told by a sonos agent during a  help session of 2 hours that this was an issue with my system only. After reading Sonos reply to you it seems they knew they had issue!

        noodles66
        Lyricist III
        June 24, 2024

        Have 8 Speakers which worked 5 years fine. After new system/app update unfortunately a horror experience. Very laggy, always plays but muted. Feels like network issues (maybe because of the lossless files which are bigger files?) how I can turn lossless of? Didn’t find any switch in the app. 
        Absolute frustration. 
        Ready to send diagnostic files or have a chat with support. 

        Unfortunately, it probably has nothing to do with your network, or lossless files. It’s been working perfectly fine (like it had for me) for years, until the new disastrous release of their new “courageous” app. It definitely took “courage” to release something so hobbled back in May that removed all popular features that their customer base has become so accustomed to.

        Good luck… support can be an hours-long ordeal, ultimately just telling you to reboot your mobile devices, router, speakers, etc. and then admitting that it’s a known issue and that it’s probably being worked on for a possibly July+ release.

        This forum is just full of similar experiences… take a stroll through, and watch your blood pressure increase. ;)

        Yes I had the hours long ordeal with rebooting and reinstalling etc. An absolute mess

          MrMastodon
          Lyricist I
          June 24, 2024

          This has been happening to me as well.

            EatsnDrinks
            Lyricist I
            June 24, 2024

            Same issue here happening daily. Arc has gone silent twice tonight, diagnostics sent 1031768127. Also have a Beam where the led goes green sometime during the night.

              Scott Edy
              Scott Edy
              Trending Lyricist I
              June 24, 2024

              Arc (TV connected)

              Beam  + gen1 sub (the big'un)

              300

              300

              Play:1

              Play:3

              Roam gen1

               

              All muting together. Not just over night. This has happened during the day too. Since the big change to the app, nothing but issue's. From finding speakers to volume not changing or randomly lowering. 

              My Boost might as well not be here. Hasn't seen connection/use for month's. 

              Everything went sideways when the assistant and Google feud kicked off. I honestly don't know why I haven't ditched them. The 300's where a benefit of the doubt. And I was considering the Amp or connect for my Project1. 

              beta since 2012. Boost(1), Play:1(1), Play:3(1), Beam(1), Arc(1), Sub(1), Roam(1), Era300(2). Android, Google Home, smarthome. In the business of BEV and EVSE
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