Beam Gen 2 - sudden full volume hammering sound

  • 28 December 2021
  • 93 replies
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93 replies

T

Sonos replaced my Beam2 now and the new one has not had the issue so far.

R

Just had it happen for a second time in the same day and I was able to run a diagnostic during the sound. Hopefully that helps figure out what’s causing this. Definitely going back to Costco if Sonos can’t resolve this. 

Sonos replaced my Beam 2 two months ago and today it just happened again, at a much lower volume, on my new Beam 2. Not sure what to do at this point, guess return it and buy something else? Clearly this isn’t resolved. 

Ken_Griffiths

I sent the video to Sonos support but was just told to reset the device and try again.. which I did.. well..

Happened again tonight, this time it was so loud that my neighbors woke and my ears are still ringing - I am never going to turn this thing on again, and I hope Sonos can issue me a replacement.

Don’t forget to grab the data suggested and submit a diagnostic report. - and contact Sonos Support Staff when available via this LINK.

T

I sent the video to Sonos support but was just told to reset the device and try again.. which I did.. well..

Happened again tonight, this time it was so loud that my neighbors woke and my ears are still ringing - I am never going to turn this thing on again, and I hope Sonos can issue me a replacement.

 

Ken_Griffiths

I have the exact same issue,  its really a deafening sound and my ears hurt each time it happens. I and am being told just to do a reset on it / my hopes are low...

 

It has happened 4 times for us already, once when the TV was running, once when nothing was on, once when the beam was in group mode, each time the family freaked out.

 

I made a video of when it happened last (only managed to catch the last few seconds). Can upload if interested.

Don’t forget to also take a Sonos system diagnostic report. It’s probably best to contact Sonos Support Staff via this LINK and send them your video / describe the steps that led up-to the issue.

T

I have the exact same issue,  its really a deafening sound and my ears hurt each time it happens. I and am being told just to do a reset on it / my hopes are low...

 

It has happened 4 times for us already, once when the TV was running, once when nothing was on, once when the beam was in group mode, each time the family freaked out.

 

I made a video of when it happened last (only managed to catch the last few seconds). Can upload if interested.

C

I also had a great Beam 2 experience today when out of the blue the machine gun sound broke lose. I was in the garden, my little one sat in front of it listening to a radio play. I called the German support - the guy found an article about it -without solution! It seems like they still dont know whats going on. Beam 2 can cause real physical harm. I'm wondering if someone is already having an acute hearing loss because of this thing. Someone should sue Sonos in the US.

They will now send me a replacement. Dont know if I can ever trust this device again.

Airgetlam

Make sure you call Sonos Support directly to discuss it. As stated in the Diagnostics - How do they work? thread, Sonos doesn’t automatically look at every submission.

When you speak directly to the phone folks, they have tools at their disposal that will allow them to give you advice specific to your Sonos system and network.

Bruce
R

Just had it happen for a second time in the same day and I was able to run a diagnostic during the sound. Hopefully that helps figure out what’s causing this. Definitely going back to Costco if Sonos can’t resolve this. 

R

Just had this happen on mine. I’ve had it about four months and this was the first occurrence. Was playing Pandora fairly quietly and then just exploded with full volume hammering. Tried to turn it off via the app and my app had nothing in it except my Roam. So whatever this is/does, your app can’t find the devices anymore when it’s occurring. Bought mine from Costco so if Sonos is no help at least I have their return policy. 

J
Userlevel 1
Badge +4

Same thing happen to me just now and it scared the crap out of me and my family(including a 2 month old baby sitting on a swing right next to the beam and a 3 yr old watching TV). This is outrageous! I only wish the kids don’t get PTSD from the blasting machine gun sound. I’m not keeping this faulty product. Not worth it. I fear it’s going to happen again and I won’t even try to troubleshoot it. I’m using beam 2 with samsung frame tv. 

Was it brand new??  Or have you had it a while?  If you don’t just do a straight return and try to RMA / fault find, be ready for multiple attempts to reproduce to get the logs uploaded.  

V

Same thing happen to me just now and it scared the crap out of me and my family(including a 2 month old baby sitting on a swing right next to the beam and a 3 yr old watching TV). This is outrageous! I only wish the kids don’t get PTSD from the blasting machine gun sound. I’m not keeping this faulty product. Not worth it. I fear it’s going to happen again and I won’t even try to troubleshoot it. I’m using beam 2 with samsung frame tv. 

J
Userlevel 1
Badge +4

Yep, RMA confirmed after support diagnostics.

J
Userlevel 1
Badge +4

Another instance of the issue here - brand new Beam 2 arrived and installed today with the supplied cables.

No issue with the connected surround speakers (Play 1s), just the Beam 2. As with the previous poster, the dogs went absolutely crazy. 

To me, it seems widely enough reported for support to know about it (as acknowledged above), to have received and tested returned faulty models, and for customers not to need to kill their pets or deafen themselves trying to diagnose themselves. Sounds like a known issue and a simple RMA / replacement - and hope the replacement doesn't suffer the same issue. 

​​​

Ken_Griffiths

There is no calm in a house with 4 dogs and a 100 decibel speaker blaring. I suggest the place to test Sonos products is in their lab and not my living room.

I guess no amount of lab-testing can cater for every single real-world situation with all the different unique network and A/V products that can form part of a setup - it’s just a shame that perhaps some important information might have been lost here on this occasion amongst your chaos and panic, but never-mind if you’ve packed things away now to send back - It was just my own thoughts that your experience here might perhaps have assisted others who encounter a similar issue, particularly as it’s not a very widely reported issue.

S
Userlevel 1

Wow I didn’t know a speaker would be capable of causing so much chaos. Mine just erupted with what can only be described as deafening machine gun firing sounds. Already boxed it up and sending it back. I can’t have a product in the house that has the capability of doing that. It terrified my dogs. My blind dog was so scared she ran into a wall. I damn near torn my ACL trying to get to the thing to unplug it. This thing is going to spark a class action lawsuit. A speaker that can actually cause physical harm to living things in your house! Quite the accomplishment.

Its just a real pity you couldn’t have remained calm and captured the issue on video and taken a system diagnostic report, as that may have helped everyone else to get to the root cause of the issue.

It’s certainly an issue I’ve seen reported online involving several other ‘brands’ of Soundbar/Speaker too, so it makes me wonder if it’s a codec, or a particular component issue.

Oh well let’s hope that if it ever happens to anyone else, that they are able to ’keep calm and carry on’ and gather the information that’s really needed to help resolve the issue

There is no calm in a house with 4 dogs and a 100 decibel speaker blaring. I suggest the place to test Sonos products is in their lab and not my living room.

Ken_Griffiths

Wow I didn’t know a speaker would be capable of causing so much chaos. Mine just erupted with what can only be described as deafening machine gun firing sounds. Already boxed it up and sending it back. I can’t have a product in the house that has the capability of doing that. It terrified my dogs. My blind dog was so scared she ran into a wall. I damn near torn my ACL trying to get to the thing to unplug it. This thing is going to spark a class action lawsuit. A speaker that can actually cause physical harm to living things in your house! Quite the accomplishment.

Its just a real pity you couldn’t have remained calm and captured the issue on video and taken a system diagnostic report, as that may have helped everyone else to get to the root cause of the issue.

It’s certainly an issue I’ve seen reported online involving several other ‘brands’ of Soundbar/Speaker too, so it makes me wonder if it’s a codec, or a particular component issue.

Oh well let’s hope that if it ever happens to anyone else, that they are able to ’keep calm and carry on’ and gather the information that’s really needed to help resolve the issue

S
Userlevel 1

Wow I didn’t know a speaker would be capable of causing so much chaos. Mine just erupted with what can only be described as deafening machine gun firing sounds. Already boxed it up and sending it back. I can’t have a product in the house that has the capability of doing that. It terrified my dogs. My blind dog was so scared she ran into a wall. I damn near torn my ACL trying to get to the thing to unplug it. This thing is going to spark a class action lawsuit. A speaker that can actually cause physical harm to living things in your house! Quite the accomplishment.

D

This exact thing happened to me first time today on 2 month old unit. My ears still hurt 8 hours later. Gonna contact Sonos for advice.

J
Userlevel 1

Just had the same problem - without wanting to sound like a wimp, I’m now nervous to sit in front of it incase it does it again. It got my heart racing - now imagine a young child was in front of it or an elderly person.

I spoke to customer service on LiveChat and without even asking me to diagnose the problem they admitted it was a known issue that it is ‘happening to other customers’. They’re obviously nervous about it for them to just send out a replacement like that.

So I’m grateful for their quick reaction but still super nervous it’ll happen again. I’ve asked to be kept informed when they find the root cause - which will hopefully be soon!

Request a replacement if you have purchased this from sonos direct.  If you got it from a retailer get in contact with them. 

J
Userlevel 1

I Can confirm after a month using the replacement I have no had this happen since. 

Definitely seems like it was hardware fault.  Possibility that sonos has been using cheaper chips due to the shortages, which in turn has lead to higher failure rates in their hardware.

So if you are having this happen on any of your sonos products, get a replacement ASAP before your warranty is up!! 

Im just glad it hasn't occurred since 😅. 

J

Just had the same problem - without wanting to sound like a wimp, I’m now nervous to sit in front of it incase it does it again. It got my heart racing - now imagine a young child was in front of it or an elderly person.

I spoke to customer service on LiveChat and without even asking me to diagnose the problem they admitted it was a known issue that it is ‘happening to other customers’. They’re obviously nervous about it for them to just send out a replacement like that.

So I’m grateful for their quick reaction but still super nervous it’ll happen again. I’ve asked to be kept informed when they find the root cause - which will hopefully be soon!

L
Userlevel 2
Badge +1

Almost three weeks now and no occurrences with the replacement. Fingers crossed.

A

I have bought the Beam gen2 on 14th, Feb and the same issue occurred the very same day. And repeated next day multiple times. I contacted the support and they tried usual reset instructions even asked me to reset my wifi router. Now after reading this thread, I am very disappointed that the support didn’t recognise this as known issue. I spoke to two engineers and both didn’t had a clue about this issue, I can’t believe they have not identified this as a known issue yet in spite  multiple people reported it even here. When I said I have a had weird problem and explained, he seems lied to me that, he happened to have had the similar issue with another speaker, so he was able to follow what I have experienced, but not with beam gen2 and sound bar is working perfectly alright. Now with this kind of customer support, I do not want this product even if the issue resolved. I am returning it, I would rather compromise on sound quality than such a low customer support.

B
Badge

This is crazy random. All issues started in the last month or so. Mine has now done this. 3-4 times always in the middle of the night and the beam is in my bedroom so each time wakes us the hell up. 

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