Contributor I

Question

Arc Ultra + Era 100 Surrounds

302 replies
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Arc Ultra and Era 100’s

Anyone else have this setup and noticing that the Era 100’s as rears are doing less work with the Arc Ultra when compared to the standard Arc? I’m barely noticing any audio coming from the rears even with the surround volume turned up to maximum. I swapped my original Arc back with the Era 100 surrounds and tested the same Atmos movies on the Arc and the Arc Ultra, and there is a significant difference/reduction in the signals being sent to the Era 100’s in the rear channels with the Arc Ultra. Increasing the “TV Level” setting for Surround Audio in the Sonos app increases the front surround volume coming from the Arc Ultra but the signals coming out of the ERA 100 rears are almost non existent.

Is this behavior the result of how the Arc Ultra processes surround channels, and should be considered normal operation?

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Patriekvg

Enthusiast I

Hi @Patriekvg

Just to be sure, I did everything you suggested and more.

Thank you for trying those steps, but the part that would have been of the most help (to me), you missed. Please submit a support diagnostic while playing surround-sound content (5.1 or Atmos) and let me know here when you have done so (but don’t share the number given). Thank you.

As I wrote, I already submitted diagnostics before. But as you request, I just send it again (while playing Atmos).

Corry P

Sonos Staff

Hi @Patriekvg

Apologies - I don’t know why I missed the last sentence in your previous reply. Thanks!

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

Corry P

Sonos Staff

Hi @Patriekvg

You have just set up your Arc Ultra system from scratch, and I really don’t think you would have disabled the surrounds yourself, so I am little puzzled by something I found in your diagnostic report - it says your surrounds are disabled!

Could you please open the Sonos app and navigate to System icon » [room with Arc Ultra] » Surround Audio » Surrounds and check that the toggle switch is in the On position (dot to the right)? If, as I suspect, it already is, please toggle the surrounds off and on again, then check performance and submit a support diagnostic once more. Thanks.

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

J

Jdskidawg

Contributor I

I just submitted diagnostics while playing Dolby 5.1 content

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Patriekvg

Enthusiast I

From the live chat with Sonos support:

I was able to confirm that the issue is currently being investigated by the Sonos team and a fix is being worked on.

The reason the Arc is increasing in volume is due to the side tweeters overpowering the surround audio.

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Patriekvg

Enthusiast I

Hi @Patriekvg

You have just set up your Arc Ultra system from scratch, and I really don’t think you would have disabled the surrounds yourself, so I am little puzzled by something I found in your diagnostic report - it says your surrounds are disabled!

Could you please open the Sonos app and navigate to System icon » [room with Arc Ultra] » Surround Audio » Surrounds and check that the toggle switch is in the On position (dot to the right)? If, as I suspect, it already is, please toggle the surrounds off and on again, then check performance and submit a support diagnostic once more. Thanks.

It actually is toggled on. But I will do now as you say (toggle it off and on again, send a new diag).

Corry P

Sonos Staff

Hi @Patriekvg

The agent you spoke to just got in touch with me and informed me of the known issue he informed you of - sorry that I was not aware.

So, for everyone else, I can confirm that we are aware of this issue and are investigating. I will update this thread when I hear of a fix being put in place in a future software update.

Further diagnostics from affected users are not needed, thanks.

I hope this helps.

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

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William_77

Lyricist III

Hi @Patriekvg

The agent you spoke to just got in touch with me and informed me of the known issue he informed you of - sorry that I was not aware.

So, for everyone else, I can confirm that we are aware of this issue and are investigating. I will update this thread when I hear of a fix being put in place in a future software update.

Further diagnostics from affected users are not needed, thanks.

I hope this helps.

Thank you for responding so fast and with actual helpful answers, I'm glad it's being looked into, I hope everyone else on this thread is somewhat reassured too.

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Woglinde

Enthusiast I

Hi @Patriekvg

The agent you spoke to just got in touch with me and informed me of the known issue he informed you of - sorry that I was not aware.

So, for everyone else, I can confirm that we are aware of this issue and are investigating. I will update this thread when I hear of a fix being put in place in a future software update.

Further diagnostics from affected users are not needed, thanks.

I hope this helps.

Thank you, im to hear someone finally acknowledges our issue.
I’m happy our diagnostics finally got to the right ppl.

A

Araged

Lyricist I

I'm also waiting for this issue to be resolved. Hopefully it's soon. I have no motivation to watch movies because the experience of the sound is so disappointing.

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Arc Ultra and Era 100’s

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