Enthusiast I

Answered

Terrible Experience with CS - Tech Trouble Shoot - M1 Mac to Sonos Via Airplay

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Could someone from Sonos, who won’t ask 45 minutes of redundant questions and with no expertise in the necessary networking subject area, please reach out to me to help solve my networking issues in the subject line?

Thanks so much!

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Ken_GriffithsAnswer

@jnelly,
I do still ‘suspect’ (personally speaking), that there is perhaps an issue with the MAC M1 here. It is a device that does seem to have Airplay issues reported by folk online, as mentioned earlier.

My betting is all your Sonos devices may Airplay fine with an iPhone/iPad (perhaps?) and that may go someway to show its likely a MAC issue, to then maybe chase up with Apple Support.

I think if it was a Sonos issue, there would be many more mentioning the issue here in the community with a variety of different Airplay sending devices.. but of course I can only guess that maybe the case at this moment in time.

Maybe Apple Support, or their user community can offer some further suggestions to try - it might just be a network/security setting on the MAC than needs changing, perhaps 🤔?

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jnellyAuthor

Enthusiast I

Turning bluetooth on the Mac just worked, YouTube video audio played. However, I went to edit the above post for 2 minutes, came back to my bluetooth video, and now no output of audio per my above described. @Ken_Griffiths

EDIT: Click to the External headphones Airplay list target, seen in the above snip, then clicking back to “Desk”, got the audio to play as expected. This does often work. @Ken_Griffiths

Ken_GriffithsAnswer

@jnelly,
I do still ‘suspect’ (personally speaking), that there is perhaps an issue with the MAC M1 here. It is a device that does seem to have Airplay issues reported by folk online, as mentioned earlier.

My betting is all your Sonos devices may Airplay fine with an iPhone/iPad (perhaps?) and that may go someway to show its likely a MAC issue, to then maybe chase up with Apple Support.

I think if it was a Sonos issue, there would be many more mentioning the issue here in the community with a variety of different Airplay sending devices.. but of course I can only guess that maybe the case at this moment in time.

Maybe Apple Support, or their user community can offer some further suggestions to try - it might just be a network/security setting on the MAC than needs changing, perhaps 🤔?

jnellyAuthor

Enthusiast I

@Ken_Griffiths My betting is all your Sonos devices may Airplay fine with an iPhone/iPad (perhaps?)

Your above is 100% correct. iPhone 11 Airplay 2 to Sonos is flawless!

@Ken_Griffiths ...and that may go someway to show its likely a MAC issue, to then maybe chase up with Apple Support.

Sound conclusion. I had not thought about it, this way. I got into it with Apple a few weeks ago, but got nowhere. Not sure what to do differently, with them? I’ve noticed Apple’s support is largely untrained folks reading out of a KB now, too. Scale is the mother of all evil, lol.🤣

@Ken_Griffiths -- it might just be a network/security setting on the MAC than needs changing, perhaps 🤔?
--or in my router. M expectation would be for Sonos to be trained in parsing this out. Is that un-reasonable on my part?

jnellyAuthor

Enthusiast I

@Dogdad - ok I took a shot, lol.

jnellyAuthor

Enthusiast I

@Dogdad @Ken_Griffiths

“Emailing the CEO” simply elicited the front line people offering “email support”, lol. I did touch a CX executive on LinkedIn. She responded right away and while consumer CX is not really her area, she is now involved in providing a solution. Very impressed! I’ve snipped our LI message below in the spirit of fairness to Sonos.

Moderator Note: *** Removed image ***. Modified in accordance with the Community Code of Conduct.

Ken_Griffiths

If this is a MAC M1 issue, as the evidence mentioned above suggests and is perhaps somewhat confirmed by the posts elsewhere online, I’m guessing that Sonos hands in customer services are somewhat tied, they are not going to hang-out a ‘partners’ dirty washing in public, but hopefully the information does get passed back to Apple.

Just reading all the things online Apple must surely know about this problem by now.

If the faulty hardware, or software, however is a little old and has since been superseded, I’m guessing it will unlikely be on Apples priority list to fix such things (sadly), as there is not much profit in looking backwards. My thoughts here are to speak with Apple in a similar way and if no favourable response, maybe sell on the MAC M1 and maybe find something better, that will work and do the job properly.

These things must be just as frustrating for Sonos too.

jnellyAuthor

Enthusiast I

@Ken_Griffiths - my only remaining product issue is the M1 Casting item. It’s been a known issue for a year plus, hence I’m not letting it go, regardless of whether the onus is on Apple or Sonos. Sonos states they support AP 2. I’m holding them to it. 🤣

The larger issue is simply Sonos tech support...

jnellyAuthor

Enthusiast I

Lol, interesting that Sonos takes action, a person actually did something, in removing my LinkedIn message copy/paste (fair enough if that’s the policy) than in actually responding or getting my issue to someone who can help. Every action Sonos support takes in this saga, continues to communicate how inept and ill-focused their process in taking care of customers is, lol.

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