High pitch playbar noise


Hi there, just installed my new playbar. When not emitting music / sound (so when it is powered on but idle) the playbar is emitting a high pitch noise. It's just about audible - but as it is so high in pitch it is very annoying and means I have to turn the power off. What can I do.

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142 replies

Userlevel 5
Badge +11
I am being told that only option is to pay another $250 and exchange my Gen 1 Play 5 for a Gen 2 Play 5....meaning I am into my Play 5 now for $750...ridiculous!
Nope, you're either in $500 for a Play 5 that worked for 3 years, or you're in $750 for 2x Play 5s.

I understand warranty is past and have no problem having item repaired or replaced at a "nominal" cost due to this hardware defect.....$250 in not nominal.

You say you understand, but nothing else in this post suggests you do...

I was also told that it is mandatory I send in my Gen 1 Play 5 so it can be reconditioned (and sold again?)...or else my credit card will be charged an additional $500 (on top of the $250 exchange offer)

This is what's called an "offer". Sonos is willing to give you a 2nd Gen Play5 for half price, but they are going to want the old one back. Why? Oh dear, so many reasons. The least of which is to ensure that people wouldn't exploit these offers to simply acquire half price gear. This is also why you'll be charged if you don't return it.

I'll add that it's very much standard to expect to return equipment, yes even broken, when receiving special replacement offers.

Also calling BBB and local consumer fraud TV/radio/paper.

Hopefully, they won't laugh at you for your frivolous contact. Companies have no obligation to do nice things for you outside the warranty period. Even so, in this situation, Sonos actually has made you an offer!

...this manufacture trying to get out of repairing/replacing a $5 hardware defect

This manufacturer is offering you a special discount to replace an out of warranty fault. You're just being petulant.

Sorry to everyone else if this reads a little harsh. As someone who used to work retail, I've used up my life's supply of patience for people who throw tantrums when they don't get exactly what they want.

The offer this person received was reasonable. The failure after 3 years is unfortunate, but sometimes equipment will fail. If he showed the same kind of attitude when talking with support I'm surprised they offered anything.
HI.

I've just set up a playbar after having two Play 1's for 1 year. As soon as I plugged it in I was able to hear the high pitched noise from the power supply, it really is unbearable. Really disappointed as I had debated buying the player since I got the the play 1's (which I have been very impressed with). If i had noticed these threads I probably wouldn't have taken the plunge on the playbar as it seems such a common issue.

Anyway, I raised the issue with support, who were very helpful so far, so hopefully this gets resolved soon.

Diagnostic: 5194812
Userlevel 7
Badge +26
HI.

I've just set up a playbar after having two Play 1's for 1 year. As soon as I plugged it in I was able to hear the high pitched noise from the power supply, it really is unbearable. Really disappointed as I had debated buying the player since I got the the play 1's (which I have been very impressed with). If i had noticed these threads I probably wouldn't have taken the plunge on the playbar as it seems such a common issue.

Anyway, I raised the issue with support, who were very helpful so far, so hopefully this gets resolved soon.

Diagnostic: 5194812


If you've already got a ticket started with the team they'll have you sorted out soon enough. Likely it's a problem with the unit and they'll help you get it replaced.
Hi I have a low volume high pitched sound emitted from my PlayBar. I've followed all the guidance on this blog and would appreciate you assistance on diagnostics 7480338
If you don't get a timely response here, I suggest you phone Sonos Support. Your PLAYBAR has a hardware fault.
This is the High pitch rogue 😞 tried to find a new switch mode transformer/spool, easy to find with stethoscope 🙂
Just got my Playbar yesterday and set it up today. Didn’t notice the high pitch noise til this evening. I moved it around a bit and noticed if it flipped it to a wall mount orientation it seems to go away. I’m using it on a tv cabinet so this isn’t a solution.

Diagnostic number: 19652427
Userlevel 5
Badge +3
Hello,

Have you attempted to remove the optical cable from the back to see if you still hear the high pitch sound? What other electronics are plugged into power around the PLAYBAR?

Please submit a diagnostic when you hear this sound and I'll be happy to take a look. If you need to plug the device back in to power, please leave the PLAYBAR plugged in for about 20 minutes, then grab the diagnostic. Please reply back with your number here. 
I have just purchased a Playbar and it also emits an incredibly high pitched buzzing.  However, unlike the poster above this noise is constant and is clearly audible at all times, even when the Playbar is acting as a speaker with sound or music coming out of it, and when idle as well.  It is going back immediately unless it can be fixed?
Userlevel 5
Badge +3
Hello Derek,

What electronics are located around the PLAYBAR? Have you tried power cycling the device (unplugging from power then plugging back into power) to see if you still get this sound? 

Please also submit a diagnostic when you hear this sound and I'll be happy to take a look. If you power cycle the device, please leave the PLAYBAR plugged in for about 20 minutes, then grab the diagnostic. Please reply back with your number here. 
Dominique, Thanks for the quick reply. The only electronics located near the Playbar are the TV, and the satellite receiver (which is several feet away in a cabinet). I tried turning off the TV and the satellite receiver and the noise persists. I have already power cycled the Playbar, and that was over 20 minutes ago, so the diagnostic I have just grabbed was 3737572.
3782396 any ideas why I am getting a really high pitched noise from the my play bar. Received today
Userlevel 7
Badge +26
Hi,

Thank you for those diagnostics. You can try a Factory Reset on those units, and if you're still having that same high pitched noise, can you give us a call? We'd like to take a closer look at those PLAYBARs. 

Thanks
Hi, I spoke to someone from sonos and I am sending it back to the retailer john Lewis. I reset it but still have a pitch noise when the power supply is connected. I can be reached on 07984530471 if you want the playbar before I return it
Userlevel 7
Badge +26
Hi, I spoke to someone from sonos and I am sending it back to the retailer john Lewis. I reset it but still have a pitch noise when the power supply is connected. I can be reached on 07984530471 if you want the playbar before I return it
Thanks for the offer, you can return it through them. Let us know if you have any trouble with the replacement.

I'm going to remove this post for you so your phone number isn't publicly available.
Hi, I've just purchased a new play bar and have the very same high pictched noise coming from what would appear to be the left side of the play bar... I'm gutted as for £599 I expected more 😢... Just out of hospital and can't drive so having to wait to get a lift to go back to john lewis with it to get a replacement... Sounds like a common fault... I've powered down, left over night, unattached and reattached the optical lead and still no joy.. Only equipment I have on is the television which is on a stand behind the play bar but even with TV off the play bar still emits this pitched noise... Come on sonos, it was you or Bose and I chose sonos... Don't make me regret my decision 😢
The sound doesn't go away and john Lewis couldn't work their computer so couldn't send me a replacement. In the end I had to get the tube into oxford circus with it in tow and swap. Rubbish. Awesome sound now though
Userlevel 5
Badge +3
Hi, I've just purchased a new play bar and have the very same high pictched noise coming from what would appear to be the left side of the play bar... I'm gutted as for £599 I expected more 😢... Just out of hospital and can't drive so having to wait to get a lift to go back to john lewis with it to get a replacement... Sounds like a common fault... I've powered down, left over night, unattached and reattached the optical lead and still no joy.. Only equipment I have on is the television which is on a stand behind the play bar but even with TV off the play bar still emits this pitched noise... Come on sonos, it was you or Bose and I chose sonos... Don't make me regret my decision ;(
Hello Andy,

As mentioned above- you can try a Factory Reset of the device to see if this remedies the issue. If you still experience the issue. You can also call us directly and we'll be happy to take a look and potentially swap out the unit for you. 

Cheers. 
Hi, I've just purchased a new play bar and have the very same high pictched noise coming from what would appear to be the left side of the play bar... I'm gutted as for £599 I expected more 😢... Just out of hospital and can't drive so having to wait to get a lift to go back to john lewis with it to get a replacement... Sounds like a common fault... I've powered down, left over night, unattached and reattached the optical lead and still no joy.. Only equipment I have on is the television which is on a stand behind the play bar but even with TV off the play bar still emits this pitched noise... Come on sonos, it was you or Bose and I chose sonos... Don't make me regret my decision ;(
Hello, I have the same problem as these guys, just set it up yesterday and as soon I plugged it in the high pitch noise was there, excellent sound but I cannot put up with this high pitch sound, please help!
Hi, I've just purchased a new play bar and have the very same high pictched noise coming from what would appear to be the left side of the play bar... I'm gutted as for £599 I expected more 😢... Just out of hospital and can't drive so having to wait to get a lift to go back to john lewis with it to get a replacement... Sounds like a common fault... I've powered down, left over night, unattached and reattached the optical lead and still no joy.. Only equipment I have on is the television which is on a stand behind the play bar but even with TV off the play bar still emits this pitched noise... Come on sonos, it was you or Bose and I chose sonos... Don't make me regret my decision ;(
Just run a diagnostics and the number is 3813575
Hi, I've just purchased a new play bar and have the very same high pictched noise coming from what would appear to be the left side of the play bar... I'm gutted as for £599 I expected more 😢... Just out of hospital and can't drive so having to wait to get a lift to go back to john lewis with it to get a replacement... Sounds like a common fault... I've powered down, left over night, unattached and reattached the optical lead and still no joy.. Only equipment I have on is the television which is on a stand behind the play bar but even with TV off the play bar still emits this pitched noise... Come on sonos, it was you or Bose and I chose sonos... Don't make me regret my decision ;(
Just send back and swap nothing they can do
Just bought my new play bar yesterday as well and am getting same high pitched noise all the time - tried factory reset, cycling, tuning off white light (all recommendations from forum) but makes no difference. Just run a diagnostics - number 3814025
Userlevel 5
Badge +3
Just bought my new play bar yesterday as well and am getting same high pitched noise all the time - tried factory reset, cycling, tuning off white light (all recommendations from forum) but makes no difference. Just run a diagnostics - number 3814025
Hello User787447,

If you have attempted the factory reset and are still hearing the noise, I'd recommend that you call into our support line so we can further assist you.

Cheers.
Just bought my new play bar yesterday as well and am getting same high pitched noise all the time - tried factory reset, cycling, tuning off white light (all recommendations from forum) but makes no difference. Just run a diagnostics - number 3814025
Thanks - yes am going to try the support line tomorrow.
Hi, 
We just bought ours yesterday and was delivered today. Set-up was pretty simple and easy as we had very high hopes with our 1st purchase of SONOS. Before we could enjoy the sounds, a very annoying high pitch sound/noise spoiled it all. My husband is furious and I am losing patience. 
We have done everything mentioned on the forum. 

Diagnostic # 3870554.

Very disappointed.
Userlevel 7
Badge +26
Hi, 
We just bought ours yesterday and was delivered today. Set-up was pretty simple and easy as we had very high hopes with our 1st purchase of SONOS. Before we could enjoy the sounds, a very annoying high pitch sound/noise spoiled it all. My husband is furious and I am losing patience. 
We have done everything mentioned on the forum. 

Diagnostic # 3870554.

Very disappointed.


Hi,

If you've already done the Factory Reset on that PLAYBAR and are still experience the issue. You'll want to call us directly and we can assist further.

Thanks