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LM404
Contributor I
November 7, 2024
Question

Arc Ultra + Era 100 Surrounds

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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    fsedarkalex
    Contributor I
    November 26, 2024

    I received my ultra today and I also noticed something like that but while listening to music:

     

    My Sub gen 3 seemed to have a delay in its sound. Like a bass-echo.

     

    That is besides the overall bad bass performance which is already a known issue as far as I understood this.

    Airgetlam
    Airgetlam
    November 27, 2024

    What did Sonos Support say, when you called them to discuss it?

    Bruce
    LM404Author
    Contributor I
    November 27, 2024

    Thank you ​@Corry P and everyone who has contributed to this discussion. Will keep an eye on this thread, as well as any future software or hardware updates that may help address this issue with the Arc Ultra + Era 100’s as surrounds. 

    matt1231123
    Contributor I
    November 27, 2024

    Does Sonos have an ETA on this fix? I really regret upgrading from my Arc to Arc Ultra and am debating just sending it back. I’m nearing the end of the return policy. 

    fsedarkalex
    Contributor I
    November 27, 2024

    SONOS Support says with…

     

    all known AUDIO issues related to Arc Ultra are fixed.

    They even said if I still am unsatisfied with that version, I need to send the device back for refund as there is no case regarding any audio issues.

     

    Funny enough, they don’t seem to want to create a new case. So wen can only complain for existing cases. Strange support strategy...

     

    matt1231123
    Contributor I
    November 27, 2024

    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.

    Is there a timeline for this fix as a lot of our return policies are nearing it’s end and support is also informing users to return as audio issues are fixed in the latest release ( They are not ). It would be a shame having to return our Arc Ultras. This affects your most loyal users who are usually the first to upgrade when you release new products. 

      Corry P
      Corry P
      Sonos Staff
      November 27, 2024

      Hi ​@fsedarkalex 

      Reading the transcript of your conversation, the agent you spoke to did not claim that “all known AUDIO issues related to Arc Ultra are fixed” - they informed you that one particular issue relating to Ultra’s bass after performing TruePlay was resolved.

      I did read a Google-translated version of the transcript, however - I will ask of an audit to be done on that case to be see if things could have been handled better, and if the tone was suitable. Thanks for flagging.

      "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
        fsedarkalex
        Contributor I
        November 27, 2024

        Hi ​@fsedarkalex 

         the agent you spoke to did not claim that “all known AUDIO issues related to Arc Ultra are fixed” - they informed you that one particular issue relating to Ultra’s bass after performing TruePlay was resolved.

         

         

        well… (translated using deepl)

        ME (27.11.2024, 13:46:30): So that means in this version combination there are no more known equalizer or audio problems? 

        In other words, all the open issues from the community about the Arc Ultra are all obsolete in this version? 
        AGENT (27.11.2024, 13:49:35): Indeed. The bass issue was only applicable when Trueplay was involved, so it doesn't apply to your situation since you mentioned that it's the same without Trueplay. Since we have no reports of this being a real issue, we cannot treat it as such and if you are not satisfied with the product, you can choose to return it. 

         

        I was explicitely asking for any known audio issues, especially those mentionned in the community. The answer was “indeed”. For me this is a quite clear statement. Followed by the info that my issue is no known case and as such the can not help me (even though I actually reported it).

         

        ​@Corry P please don’t get me wrong. I appreciate you trying to clear this up, but in this case I was not telling lies. This is what was said in the chat. I also see that they maybe don’t know every details, but the way the chat was handled with no tries to solve the issue or open a case or whatever… no diagnostic, nothing. Just “send it back” made me a bit disappointed.

          GenAckbar73
          Lyricist III
          November 27, 2024

          Is this only a problem with Era100 (and also Era300?) as surround speakers? 

          Because I can give the all-clear for the Sonos ONE as rears  (at least for me):

          I have now tried the whole thing with several test files (Dolby and DTS) for 5.1 and 7.1 channels with playback via an Apple TV using an LG OLED.

          All channels are played correctly by the Art Ultra as multichannel surround.

          So both the “middle” surround channels and the “rear” surround channels come correctly from my surrounds (Sonos ONE).

          I even had to reduce the volume of the sourrounds because it was too loud at first.

            Corry P
            Corry P
            Sonos Staff
            November 27, 2024

            Hi ​@fsedarkalex 

            I understand, and I did not think or say that you were telling lies, just that there was a miscommunication somewhere - but, I did not say as much and I should have. My apologies.

            Our support agents do not know the contents of the Community inside out. I have to assume that that particular statement was a result of a misunderstanding - I think she probably meant that all the reports of the particular issue that you were reporting were relating to an issue now resolved. When I worked as a support agent myself, I would not have thought that a customer I was talking to was referring to every possible issue rather than the one they were contacting us about.

            Regardless, an audit has been requested - if the agent’s reply was incorrect or used an unsuitable tone, they will receive notification and further training if needed. Personally, I don’t think the tone was suitable, but as I mentioned, I do not want to rely on translations.

            I hope this helps.

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