Volume issues - Amazon Music and Atmos

Same issue here with Arc + Amazon Music.

A non-Atmos song playing after a Atmos song is much louder. Can be reproduced with different Amazon Music playlists. Important: Skipping songs doesn‘t cause the problem. Just move manually to the last seconds of the Atmos song and wait for the next song to beginn.

A fix would be much appreciated, since I can‘t listen to Playlists and Stations anymore.

I talked to Sonos 3 times yesterday and Amazon Music once. They both told me that I can only play Amazon Music through the Sonos App. Can’t stream directly.

When it comes to the volume increase between Dolby and Ultra HD/HD songs, the first person told me to unplug my HDMI, test the volume through various sources and to send multiple Diagnostics and finally asked me to turn off “Loudness” under System/Products/EQ. I did that and couldn’t recreate the issue for a bit so we ended the call. I also noticed that skipping songs doesn’t cause the issue.

Shortly after, it happened again. I used the chat feature with the Diagnostics but that didn’t go well so I ended up on the phone again. Way easier to describe the issue.

This time on the call I submitted multiple Diagnostics while recreating the issue. She said that the issue looked to be with my device controlling the volume somehow. She asked me to restart my phone and she would call me back. I did and she called back a few minutes later. I tried scrolling through songs (fast forwarding to the last 10 secs and letting it flow to the next) for probably 6-8 minutes with her still on the line. I couldn’t recreate the volume issue. I then left the music playing for probably another 20 minutes after that and still no issues.

I haven’t tried streaming Amazon Music through the Sonos app yet today so I can’t say if this is a permanent fix or just temporary. I’m using a Google Pixel 6 Pro.

So I started streaming after my last post. It just happened again. I told them yesterday that it's a software issue that they need to addressed rather than putting the blame on other things. Hopefully enough people will complain and they will try to fix it.

It's been happening here all the time.  My wife seriously complained and I had to stop listening to Amazon because of that.

Hi @Corry P ,

Both @Xtreme  and myself are in Canada. I had a different issue some years ago that Sonos escalation team had a hard time to replicate and, after a few months,, they found out it was only affecting Canadian clients. Then, it was an easy fix.

Could it be the same here?

Hi @furacaopr 

This issue is not location-dependant, and we are able to reproduce it in-house.

FWIW, I've had my Sonos ARC SL, One SL's and Sub 3 for 5 months. Just started having this exact issue  this week. Drives me crazy because I can't just let it run, always have to be ready to be blasted by loud music, pause and restart track.

The playlist above, with Maggie Mae and Raindrops on repeat, reproduces it.  I'm hoping a fix is found soon.

Have you, after recreating the issue, submitted a system diagnostic, and called Sonos Support to discuss it?

Of course we have. They blame it on everything besides themselves. I told them repeatedly that it's a software issue but they still blamed it on things I had plugged in, loudness setting, my phone somehow controlling the volume in the background, etc

Sorry, I was referring to the post made by @Horde , to see if they had provided additional hard data to Sonos, in case it helped them track down what the issue is. My post was not in response to you.