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

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Mr. T

I received an email from support today, mentioning my case has been escalated. There's hope 🙂

Yes, the email response I received from support tonight was a lot more positive.

I’ve ran some further diagnostics which they requested, so just drafting the email response to them now.

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

Mr. T

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.

Appreciate the update Corry. I had logged this same issue with support under case ref: 03792816

Now it appears the issue has reached the relevant dept. within Sonos, I’ll await the future fix. Cheers!

Corry P

Sonos Staff

Hi @Mr. T

Yes - I think we caught him in a pincer movement!

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

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furacaoprAuthor

Prodigy III

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.

That's a big improvement, finally. Hopefully they'll be able to fix it soon 🙂

I wonder if it's on Sonos or Amazon side.

Corry P

Sonos Staff

Hi @furacaopr

I wonder if it's on Sonos or Amazon side.

I think we have to hold our hand up and take ownership of this one - it’s something to do with our playback transitions.

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

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furacaoprAuthor

Prodigy III

I think we have to hold our hand up and take ownership of this one - it’s something to do with our playback transitions.

Much appreciated, @Corry P

F

furacaoprAuthor

Prodigy III

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

Hi @Corry P, any updates on the ETA yet?

Corry P

Sonos Staff

Hi @furacaopr

No, nor will there be until it has been resolved. There won’t be anything I can share until that point.

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

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alat5

Lyricist I

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

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