Trending Lyricist II

Beam (Gen 2) disorted / metallic sound w/ TV (eARC) and Night Sound Mode

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Similar to what is outlined here:

I experience in some cases a metallic / distorted / chirping sound on my Beam2. Happens with Panasonic and LG TV, so it’s not a TV issue.

The metallic sound is somewhat in the background, but clearly noticeable. It is also somewhat correlated to the original sound, seems to be directly „derived“ from it, like a distorted low volume copy.

For me only happens in night sound mode.

When i disable night sound, the issue disappears my.

Seem to happen more often on TV channels with PCM stereo. But I have not been able to relay reliably reproduce it. It happens quite often though.

Switching the channel can make the error appear or go away.

Wild engineering guess is some sort of Bitstream MSB/LSB alignment error. Re-init also means re-align and this can fix it. Possibly hardware not SW?

Anyone else experiencing this?

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Shnakey

Trending Lyricist I

Nearly a year later and the issue is still there. Are there any Sonos staff members still active on the forum that could escalate this? There are more and more posts about this popping up on Reddit, AV Forums etc.

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KiPeAuthor

Trending Lyricist II

Hi Sonos, anybody out there?

i think this was the same:

Anyone working on this?

Airgetlam

This is, ultimately, a community site, if you want to communicate directly with Sonos, you might be better off if you were to call Sonos Support directly to discuss it.

Bruce

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KiPeAuthor

Trending Lyricist II

Well I can try again indeed, already did twice this in the past though.

To be honest I am a bit tired of going through the regular „did you try turning it off and on again“ kind of procedures…

I’ll get myself a motivational speech and try again I guess.

Airgetlam

I don’t think the forum moderators are looped in on what the programming team is doing, and certainly we community members are not.

Honestly, if you were to call in to one of the companies that I’ve worked with programming teams on, we would not have ever told you that we were working on something or not. There is always too much potential for a misunderstanding, from whether it could be resolved, to how long it would take to figure out, then how long to rewrite the code (and how much needed to be rewritten, just how pervasive in the codebase was it? Bugs are rarely one or two line fixes), then the whole QA process, then the beta testing process….and anywhere along the line is the possibility that the ‘fix’ didn’t work in the way that was expected, and has to go back to the beginning for reevaluation. And at some point, there’s the opportunity for some management type to say ‘this bug isn’t impacting more than a handful, and we can make more money by focusing our resources somewhere else’….

None of that data would ever be shared publicly, for what I hope are obvious reasons.

Your best bet, to have your complaint heard and passed on, is to call in to customer support, preferably with a diagnostic number handy, so that they can pass your ‘real world case with data’ on to the team.

Bruce

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KiPeAuthor

Trending Lyricist II

Ok, new case opened: 04346661

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Shnakey

Trending Lyricist I

I don’t think the forum moderators are looped in on what the programming team is doing, and certainly we community members are not.

Honestly, if you were to call in to one of the companies that I’ve worked with programming teams on, we would not have ever told you that we were working on something or not. There is always too much potential for a misunderstanding, from whether it could be resolved, to how long it would take to figure out, then how long to rewrite the code (and how much needed to be rewritten, just how pervasive in the codebase was it? Bugs are rarely one or two line fixes), then the whole QA process, then the beta testing process….and anywhere along the line is the possibility that the ‘fix’ didn’t work in the way that was expected, and has to go back to the beginning for reevaluation. And at some point, there’s the opportunity for some management type to say ‘this bug isn’t impacting more than a handful, and we can make more money by focusing our resources somewhere else’….

None of that data would ever be shared publicly, for what I hope are obvious reasons.

Your best bet, to have your complaint heard and passed on, is to call in to customer support, preferably with a diagnostic number handy, so that they can pass your ‘real world case with data’ on to the team.

I understand all this, but if you roll the clock back 2 years or so you can see the Arc was having a similar problem https://en.community.sonos.com/home-theater-228993/sonos-arc-metallic-sound-6843110#post16450184

A product manager at Sonos was on here and communicating with the community regarding the issue. I'm not sure about the OP but I've been in contact with Sonos support numerous times since this issue started. I've sent audio clips of the issue, they've taken diagnostics data and I've gotten an RMA. When you've been through all the official channels you start to get desperate.

Airgetlam

Understood, but no one in this community would have an ‘answer’ for you. You’d still need to get that directly from Sonos. As painful as that may be.

Bruce

K

KiPeAuthor

Trending Lyricist II

Update: i made my way through support and there is no other way now as to RMA the unit.

I asked to keep the case open as to continue in case the new unit exposes the same behavior.

K

KiPeAuthor

Trending Lyricist II

New unit received, installed, updated, … works flawless, BUT: Still I have the same issue.

We can conclude, this is not a one-off error.

Next round with support. Seems a follow-up case-number was created for the RMA

Moderator Note: Removed identifying information

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