I have spent much of my professional life developing software and integrating hardware & software into system configurations inclusive of script-based testing to thoroughly validate reliable offerings.  As such it is clear to me that Sonos can and has proven that the Arc Ultra with Era 100s as Surrounds does not function adequately with 5.1 source media.  We also know that the original Arc does work with Era 100s as Surrounds, so it cannot be a mystery as to what is causing the Arc Ultra with Era 100s as Surrounds not to function adequately.  The “Fix” is an entirely different matter given the complexity of the re-development, testing and the cost of the rollout.  Your proposed “financial” Sonos upgrade to Era 300s is of interest to me and perhaps a large subset of current customers, but certainly not all.  I would imagine the only real solution from a Sonos Corporate perspective is providing a true Fix.  Their (I.e., Sonos) alternative is to change all Marketing and Support material to specially state that the Arc Ultra with Era 100s as Surrounds only works adequately with source media beyond 5.1.

Thank you for the clarification and update.

However, one might say that it is not everybody who would wish to upgrade to ERA 300’s, even if they had the space and the extra budget, especially that it is deemed that the 300’s only partially work as  surrounds with the Arc Ultra, in any event.

I would say that the onus is very much on Sonos to get it sorted, URGENTLY.  After all they were quick enough to immediately accept what many would say was a “significant payment and expenditure” outlay for the Arc Ultra and Era 100’s combined package.

In my personal opinion (hopefully shared by others on here) it is now far too late after the event, to even consider having to change their Marketing & Support material and I guess only possible for future on line info, if no fix can be found to the current issue.

This whole thread pisses me off so much. 
 

I just dropped count on a Sonos ARC Ultra, Sub Mini and pair of Era 100’s which are not even here yet and I just feel like returning the whole lot. It seems to me the biggest “issue” is Sonos being either incompetent or unwilling to address this issue. 
 

Are they hoping for more Era 300 sales by gimping the Era 100’s?

Don’t be mistaken…Era300s have the same issue… the last comment of 95% rear 5% coming from arc is probably more like 70% rear 30% arc to me…

They doesn't care since 3 months 

For exemple:

Since 3 years we want to be able to adjust surround distance settings when trueplay is enable, we are still waiting...

Hello for myself I have Ultra and Ikea Symfonisk speakers and I posted a while back with the same issues with volume coming from the front.

Just to summerize/confirm. 

Key issue is that surround sound is coming from the Ultra when it shouldnt (Or maybe only when its in standalone mode), but also there is no option to adjust the rear volume that does not increase the surround volume coming from the Ultra as the same time.

So as you try to increase the rears, the Ultra for surround sound gets louder as well.

And This issue doesnt appear for ARC? (Its not like this for me with the Sonos AMP)

Dolby 5.1 surround - Suround sound is louder from the Ultra than rear speakers.
Dolby 7.1 surround - Suround sound is normal?????
Dolby Atmos - Suround sound is normal??

I dont entirely remember that I can could tell from the Sonos app its 5.1 or 7.1…. how are people figuring it out it only doesnt work for 5.1? How could I test this myself to confirm?

Is it because it “works” when its Atmos?

I’m thinking now the best way is to try to ask some reviewers or news sites to try to reproduce the issue.
 

The Sonos App tells you what the source audio is when you open the “Room” you are listening to / watching.

But you can’t tell the Ultra to properly offload rear L & R audio to physical surrounds so it is instead replicating audio front L & R to rear L & R speakers or trying to “simulate” rear channels when there are in fact physical rear speakers to send that sound to. 

I guess i never had any 7.1 sources.
It was either Dolby Digital Plus 5.1 or Atmos….

So are you saying 7.1 DD plus and Atmos are okay for you?
I dont know if i have the same issue but I felt Atmos was also impacted (so nothing works for me)


 

I totally agree, and turning off trueplay (and NOT adjusting the suround actually is “better” ……. well less worse because I recall in previous posts, adjusting suround volume on the Sonos app increases both the Rear surround AND the Ultra internal surround speaker……...

Could you please get us an update on this? 

Hi ​@Jdskidawg 

I am working on doing so.

I‘m done with Sonos. I have been a very loyal Sonos customer for years, but I can‘t wait any much longer to fix this rear channel issue. I thought for a few days about an upgrade to the Era 300 rears, but they are too big for my apartment. Instead I have ordered a Sony Theatre Quad. I will sell my Sonos Arc Ultra in the next days. I‘m looking forward to enjoy rear channel sound again very soon. It‘s very sad that it had to end like this with Sonos…

I can’t help but think that over a month since your last update (which only indicated you were working toward an update) that a little more detail would be helpful then, “I am working on doing so”.  Even if you cannot predict when a meaningful update might be forthcoming you could explain what hurdles you are having to jump.  There must be some defined process with quantifiable steps and elapsed time-monitoring that at least allows Sonos to manage mitigation/resolution.  Please think of your personal perception of a supplier who merely says, “I’m working on it” when an update is being requested.

5 months in and still no fix. The latest app update still hasn’t fixed this.

Disappointed is an understatement…

Agreed. This is basic functionality of a SURROUND speaker!

Sonos communication and follow through is atrocious. 

I agree, but let's not exaggerate; the Ultra was released less than 5 months ago. And let's stay fair and say the issue has been reproduced / verified by Sonos around 3 months ago.

And yeah, that's still very disappointing.

Three months IS A LONG TIME in technology especially given this is a flagship product. 

Hi ​@Patriekvg, I had mine on release day, which was in October, which is 5 months ago? Or a couple of weeks off anyway.

I contacted Sonos to state the issue before it was commented on here and I was advised they knew about the issue and were looking into it…

I don’t think I have exaggerated here?

Even 3 months is too long!
 

So it just keeps getting better. 
 

Now, after TruePlay my Era 100’s sound TOO loud and I can’t adjust them and even turning off TruePlay and adjusting them to “less than 2 feet” as soon as TruePlay is turned on it resets them to “more than 10 feet.” I have video but no way to upload it. 

Can’t you go in the Sonos App, select the “Room” that has the Surround Configuration and get the Era 100s out of that Room’s configuration and then add them back but do not use TruePlay again.  

​@Corry P What is Sonos doing about this issue? Where is a statement / resolution timeline for this? 

At least we do have the issue on the trello board, so it’s been publicly acknowledged by sonos to some extent.

https://www.reddit.com/r/sonos/comments/1jbemz8/an_update_to_the_trello_board/

https://trello.com/b/4T9rbg8t

It seems Sonos has changed something in the surround settings. This could be positive for this Era 100 rear speaker issue:

https://www.reddit.com/r/sonos/s/3dbnR9bi5I

„After hearing your feedback, the team has made changes to the way that the slider works. With this update, the Surround Audio Level setting within the Sonos app will allow the volume of the surround audio to be raised or lowered in the rear speakers only. This will let you dial in the amount of surround audio you're looking for.“

Has anyone tested this new update? (I can‘t anymore, I have sold my Arc Ultra already)