Hi, this is to continue the discussion on the previous topic which was closed.Does anyone has news on this? The issue persists on my system, since the launch of Atmos Music on Sonos & Amazon last December.To reproduce the issue:On Sonos Beam Gen 2 or Sonos Arc with Amazon Music account; Select a Station from Amazon Music that has a mix of Atmos and HD/Ultra HD tracks, e.g., Today's Hits; Start playing and DON'T skip songs (be patient!); If, by chance, the first track is Atmos, it'll play fine; Wait until an Atmos track starts playing after an Ultra HD or HD track; The volume will be so low that you can't barely listen to it; Tap the pause button; Tap the play button; The Atmos track will resume playing at the normal volume; If, by chance, the next track is also Atmos, it'll play fine; Return to step 5 (the issue will always happen).I have opened a ticket with Sonos support in December, but no solution until now

Prodigy III

Answered

Amazon Music Unlimited Dolby Atmos low volume thru Arc

28 replies
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Hi, this is to continue the discussion on the previous topic which was closed.

Does anyone has news on this? The issue persists on my system, since the launch of Atmos Music on Sonos & Amazon last December.

To reproduce the issue:

On Sonos Beam Gen 2 or Sonos Arc with Amazon Music account;
Select a Station from Amazon Music that has a mix of Atmos and HD/Ultra HD tracks, e.g., Today's Hits;
Start playing and DON'T skip songs (be patient!);
If, by chance, the first track is Atmos, it'll play fine;
Wait until an Atmos track starts playing after an Ultra HD or HD track;
The volume will be so low that you can't barely listen to it;
Tap the pause button;
Tap the play button;
The Atmos track will resume playing at the normal volume;
If, by chance, the next track is also Atmos, it'll play fine;
Return to step 5 (the issue will always happen).

I have opened a ticket with Sonos support in December, but no solution until now

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

Corry PAnswer

Sonos Staff

Hi @furacaopr

I just spoke to one of our engineers regarding this issue and he was able to reproduce it so is now creating a ticket for investigation.

No time-scale to report, but we’ll update this thread once it has been resolved.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

Show previous replies

Mr. T

I am new to Sonos. Only have had it for a month. I stream Amazon music. It was working great for the first few weeks and now the volume is low on every other song. I’ve done all the trouble shooting steps for both apps. Disappointing

The simplest answer, is not to use Stations on Amazon Music. You shouldn’t experience this low volume issue streaming other content from Amazon Music.

E

Eprogermd

Lyricist I

Yep, issue still persists as of May 22, despite updates

F

furacaoprAuthor

Prodigy III

Sonos update 14.8 now and this hasn't been fixed yet. It's a pity Sonos is focusing on launching new stuff without fixing what doesn't work. This bug persists for almost 6 months now, since the launch of Atmos Music on Amazon, affecting my listening experience.

It was not like that when I reported a bug during the S1 to S2 migration a few years ago. The engineer contacted me on a daily basis until they had the issue sorted out and then the fix was deployed in the following firmware update. I was expecting the same service level now. Disappointed.

G

GC3

Headliner I

Maybe it's just me, but I've noticed the opposite effect of update 14.8, i.e., my arc-based system actually sounds like it's playing louder at a given volume setting. No measurements for comparison taken at any pow.

F

furacaoprAuthor

Prodigy III

Hi @GC3, please try the 11 steps on the first post of this thread and let us know.

F

furacaoprAuthor

Prodigy III

I received one email from Sonos Escalations Team about my support ticket. They are still working on this bug and no ETA yet.

J

Jimmy C

Prominent Collaborator II

I received one email from Sonos Escalations Team about my support ticket. They are still working on this bug and no ETA yet.

Thanks for passing that along…hopefully, it won't be too much longer.

HT: Arc + Era 300s + Subs (G3/G2) + Sony A80L + Sony UBP-X800M2

Airgetlam

In my experience with software, defining an ETA on a bug is pretty much a hopeless effort, and often doubles the amount of time the engineer spends in order to figure out what the issue really is, and address it. Better to just fix the issue, rather than providing ETA type information. Distracts attention from the fix.

Bruce

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