I was able to spend some time and talk with the Support team. This has been escalated to their specialists and they’ll take a look and let us know what they find. Thanks everyone for commenting and confirming what I was hearing and seeing in the frequency charts.
Hello,
Sorry I haven’t replied to your questions yet. I’ve been busy with work. I unfortunately don’t have any pics of the graphs from before the update. I have messed around with it previously and the pre-update Trueplay was much more like the Trueplay Off in my post. The frequencies had less peaks and valleys, but 100% the Sub Audio tuning modified the 40hz the most.
It’s actually the reason why I returned the Gen3 sub and got a Gen1 sub instead. I thought the 40hz was too much in the Gen3, but in the Gen1 it is a few db less. That makes a huge difference for me in that I can turn up the sub without the 40hz drowning out the 60-80hz.
But the latest update goes a whole different direction. At it’s peak, the 60hz is 20db more than the 40hz when Trueplay is On. When Trueplay is off, the 40hz is 4-6db more than the 60hz. So a 24+db swing between Trueplay Off and On.
I was hoping that this would be picked up by support. I’ve tried waiting in the chat, but get stuck in a queue and can’t be at this computer all the time. But it looks like no one from the company has posted so I’ll try to do the chat again tonight.
If someone gets in before then, please point them to this post and then let us know what is said.
I’ve been on support chat for about 2 hours last night.
After all th me troubleshooting steps performed, with no changes to the system, I shared this post with the support representative.
According to him, he shared this thread with the development team so they can check.
Let’s hope this help us getting the issues sorted out.
Fingers crossed.
I was able to spend some time and talk with the Support team. This has been escalated to their specialists and they’ll take a look and let us know what they find. Thanks everyone for commenting and confirming what I was hearing and seeing in the frequency charts.
We all know what escalating to the “specialists” mean in this company.
I was able to spend some time and talk with the Support team. This has been escalated to their specialists and they’ll take a look and let us know what they find. Thanks everyone for commenting and confirming what I was hearing and seeing in the frequency charts.
We all know what escalating to the “specialists” mean in this company.
Had a similar discussion in Reddit, but will post here too.
I get the frustration from consumers when dealing with support but I also know how it works within support and understand their side as well.
I work in software and sit between support and engineering. I am the “Specialist” when support can’t figure out the problem. When issues come in, there is a lot of natural hesitation to believe the person who is complaining.
There are so many cases where someone complains about an issue like “my sub low end is gone!” Only to find out the sub is turned off in the app, or it’s not plugged in, or they are playing ‘And Justice For All’ which may not have any frequency below 100hz.
If you work in support long enough you’ll end up with that attitude whether you realize it or not. It takes a conscious effort to not do it.
You need someone at the company that will see the problem and push support and engineering to actually look at it and not just brush it off.
Knowing this, I set out to try and provide enough info so that someone who understands the in and outs of the code will read it and understand there is an issue.
Hopefully that person exists at Sonos.
@ropfeil i have the issues with all my sonos speakers and have contacted support with all the information I could having worked on IT support the more information you the faster the fix.
Both my 5's and sub plus my moves have no bass heavy mids and a decidedly poor sound signature as my arc has
Turning truplay off helps but isn't ideal support has a case open for me and I have supplied multiple diagnostics to them
Fingers crossed
To whoever is searching the web, wanting to buy the Sonos entertainment system (Arc + Sub + Sonos One x 2)
If you are torn between getting a machine that just works (as advertised on reviews about sonos etc), vs anything else. Go for anything else at this point.
My sonos equipment was great before update 12.6 and i was so happy, inviting friends over to hear my new system. This was until May (update 12.6) where it just feels like they are doing live testing on the production environment. I’ve been pairing/unpairing my speakers to solve issues and i’ve been trueplaying almost everyday (after each new unpair) and now they broke the true play on update 12.14. I have the system for less than 10 months and it has worked as it should for 6 of them. I can’t even fix the sound experience this time...
This is ridiculous.
They are breaking the production system without providing a fallback (rolling back to a previous version should be a priority at this point, when you have broken our systems for 4 months already) and on version 12.6 they were denying any issue whatsoever! Now we need to explain again why our Subs are performing like they are below sea level. The issue with update 12.6 was solved around early July(maybe end of june?) and now in July the system is experiencing issues again because of the updates.
At the very least, people should disable auto-updating their systems, until sonos has any credibility with their updates after this fiasco.
To whoever is searching the web, wanting to buy the Sonos entertainment system (Arc + Sub + Sonos One x 2)
If you are torn between getting a machine that just works (as advertised on reviews about sonos etc), vs anything else. Go for anything else at this point.
My sonos equipment was great before update 12.6 and i was so happy, inviting friends over to hear my new system. This was until May (update 12.6) where it just feels like they are doing live testing on the production environment. I’ve been pairing/unpairing my speakers to solve issues and i’ve been trueplaying almost everyday (after each new unpair) and now they broke the true play on update 12.14. I have the system for less than 10 months and it has worked as it should for 6 of them. I can’t even fix the sound experience this time...
This is ridiculous.
They are breaking the production system without providing a fallback (rolling back to a previous version should be a priority at this point, when you have broken our systems for 4 months already) and on version 12.6 they were denying any issue whatsoever! Now we need to explain again why our Subs are performing like they are below sea level. The issue with update 12.6 was solved around early July(maybe end of june?) and now in July the system is experiencing issues again because of the updates.
At the very least, people should disable auto-updating their systems, until sonos has any credibility with their updates after this fiasco.
Honestly at this point I wouldn’t be surprised if someone told me that they do that on purpose.
Sony HT-A9 is on the cards for me, I was really close to buying an Arc but the 14.6 debacle put me on edge and this had just sealed the deal.
Real same as my Playbar 5.1 has been great on S1 but they just can't leave things alone one S2..
I had faced low volume issue after 14.12 update. However I set bass and treble to 4 and sub is 3. Now I am getting good sound.
I have noticed my system no longer sounds the same, more dull. Hard to explain. Is there any way to revert to the previous version?
I asked about this because after 14.12, I’ve got to CRANK the volume and the sound is muddled with no bass. *Unfortunately*, there is no way for Sonos to revert your software version to something stable.
I simply don't believe it.
I made the mistake of updating and now I also have sound issues:
- My two Subs which used to sound cinematic, now sound like they are barely on.
- I used to watch Dolby Atmos films at 25-35 and that was loud enough, now I have it around the 60 mark for. the same volume. (And with poorer sound).
After the 14.6 fix, the sound and stability was restored to full glory. 14.12 has reverted and then some. (At least with the 14.6 issue you had good sound before it dropped).
I am so annoyed at myself that I did not ignore the update messages. It's the kids summer holidays here in the UK, which means it's a perfect time for movies. I now just don't want to watch them and not looking forward to weeks and weeks of no updates to restore.
Yours, in complete disbelief and despair,
Brad
I simply don't believe it.
I made the mistake of updating and now I also have sound issues:
- My two Subs which used to sound cinematic, now sound like they are barely on.
- I used to watch Dolby Atmos films at 25-35 and that was loud enough, now I have it around the 60 mark for. the same volume. (And with poorer sound).
After the 14.6 fix, the sound and stability was restored to full glory. 14.12 has reverted and then some. (At least with the 14.6 issue you had good sound before it dropped).
I am so annoyed at myself that I did not ignore the update messages. It's the kids summer holidays here in the UK, which means it's a perfect time for movies. I now just don't want to watch them and not looking forward to weeks and weeks of no updates to restore.
Yours, in complete disbelief and despair,
Brad
I know the kind of work you put here in troubleshooting 14.6, and we appreciate you very much. It grinds my gears when the customers has to pay for the product and do the troubleshooting, and companies keep breaking things happily. For a company that has a handful of products, I am baffled as to why they struggle this much with software QC. Not sure if the pandemic and / or remote work has to do something here.
Sonos has Carte Blanche to ruin your system at the drop of a hat (or seriously restrict it if you refuse an update).
Sonos has Carte Blanche to ruin your system at the drop of a hat (or seriously restrict it if you refuse an update).
I guess the same thing could probably be said of lots of manufactures including, in no particular order… Microsoft, Apple, Google, Amazon, Sony, Samsung, LG, Bose, B&O etc; to name but a few ‘example’ companies… but thank goodness, I don’t suffer with such paranoia about these type of things.
Sonos has Carte Blanche to ruin your system at the drop of a hat (or seriously restrict it if you refuse an update).
I guess the same thing could probably be said of lots of manufactures including, in no particular order… Microsoft, Apple, Google, Amazon, Sony, Samsung, LG, Bose, B&O etc; to name but a few ‘example’ companies… but thank goodness, I don’t suffer with such paranoia about these type of things.
Did the update cause your system issues?
Did the update cause your system issues?
Yes, a little … and I will just wait patiently to see what the next update brings - I have had issues with a good many Apps and devices over the years through software/firmware updates.. Things invariably get sorted in the end and this issue is not proving to be a huge issue, (for me, at least) as the Arc here sounds okay with Trueplay off and my own EQ/Sub-volume settings.
I’ve mostly just had to adjust the LG C9 TV volume level up from 30-35 to around 45 and it’s fine - My Wife actually thinks that the TV speech clarity has improved, so every cloud etc…
Yes trueplay off is definitely better
I was just thinking of pulling the trigger for 2 fives, but this update stopped me… Maybe it’s time to look at other brands 
♂️
To many avoidable issues for me,
Can't think of any other device that I own that has suffered from frequent poorly implemented updates?.
Did the update cause your system issues?
Yes, a little … and I will just wait patiently to see what the next update brings - I have had issues with a good many Apps and devices over the years through software/firmware updates.. Things invariably get sorted in the end and this issue is not proving to be a huge issue, (for me, at least) as the Arc here sounds okay with Trueplay off and my own EQ/Sub-volume settings.
I’ve mostly just had to adjust the LG C9 TV volume level up from 30-35 to around 45 and it’s fine - My Wife actually thinks that the TV speech clarity has improved, so every cloud etc…
You are not wrong that many times, things fail in the electronic era. Most of the times it’s just that an app doesn’t work as expected (but works) or crashes. But when something breaks enough, that you stop using it then you either return it as broken or throw it away. I can’t return this since its been more than 100 days and i am not planning on throwing away that much money.
I was just thinking of pulling the trigger for 2 fives, but this update stopped me… Maybe it’s time to look at other brands ♂️
I don’t have the Arc and this update has not affected my system in any way. I know this does not mean that a future one couldn’t have any impact at all, but I love my system and in particular my 2 Fives, so don’t let this put you off completely. Since that update before this one, my system has sounded better than ever but like I say, I don’t have the Arc (I have a Beam G2 set up along with many other speakers)
I was just thinking of pulling the trigger for 2 fives, but this update stopped me… Maybe it’s time to look at other brands ♂️
I don’t have the Arc and this update has not affected my system in any way. I know this does not mean that a future one couldn’t have any impact at all, but I love my system and in particular my 2 Fives, so don’t let this put you off completely. Since that update before this one, my system has sounded better than ever but like I say, I don’t have the Arc (I have a Beam G2 set up along with many other speakers)
Unfortunately I have the issues with my 2 5's and sub, lack of bass and the sound signature has changed it has even reduced bass on my 2 moves
Odd that I have not experienced that (unless my ears just cannot tell)
Sorry to hear of your issues.
Odd that I have not experienced that (unless my ears just cannot tell)
Sorry to hear of your issues.
Do you have a sub connected to the 5's?
No I don’t. My Sub is connected to my Beam HT set up and is totally fine……………..
My Fives are just fine to my ears
