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Sonos beam gen 2 issues

  • 9 October 2021
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47 replies

Airgetlam

I’d certainly recommend getting directly in touch with Sonos Support, so they can help determine what the issue is, and help you deal with it. Not sure cursing at the community here will do much good. 

Bruce
D

I bought a beam gen 2 today and I’m having the same issue, full volume machine gun sounds, it sound like the speakers are about to blow. Happened twice in 10 minutes, the only way to stop it was to unplug it. Needless to say it’s packed back up in its box and being returned tomorrow. 

S

I had the jackhammer/machinegun noise issue happen to me on the first day I got the beam 2. When it got delivered I set it up right away and updated it. Linked my Youtube music account to the Sonos app and tested it out. The first half hour was pretty good, then the volume went from 3 to 10 and it started making the noise. My wife and dog were in the room with the beam 2 at the time. My dog panicked and my wife didn’t know how to turn it off, she was about to smash the thing. I thought it was just a glitch or error, so I did a factory reset.  

During the weekend we were watching Youtube on the TV with the beam 2 and it did something similar. Volume went from 4 to 10 but this time a very loud static noise was coming from the beam. By this time I got the rest of the system ( 2 ones and sub) come in and set up. The rest of the speakers didn’t have this issue, it was just the beam 2. I did another factory reset just to make sure everything was setup properly. It didn’t work. I had about 7 to 8 reoccurrences with the jackhammer/machinegun noise and the static noise.  

First day I contacted support their system was down so not much they could do. Second day, the first person I talked to told me that my system was working perfectly. I summitted a diagnostic. He told me I had excellent wifi connection but with a bit of interference. None of the diagnostics will tell them anything since the jackhammer/machinegun or the static issue won’t let you submit a diagnostic and keep giving you a try again error. I assume the beam 2 freezes up during this time and restarts itself. They told me to change my wifi channel to remedy some of the interference and see if the problem comes up again. I changed the channel and restarted my wifi. I played Youtube Music at 2, then 20 to 30 minutes later machine guns blaring out in my living room. I took a video of it this time. Called customer service again, and told me to run another diagnostic. Basically all the same information as the first person. Told me to reset the wifi and if it happens again to take a video of it. If it did happen again they would send out a replacement. Told them I had a video but it wouldn’t count since they have to go through a troubleshooting procedure. Its understandable so I agreed. I reset the wifi and 4 hours later I finally got the video. I managed to recreate it a couple of times, but my camera app wouldn’t open and the beam 2 restarted itself before I could record another video. Called customer service again and sent them the video. They were about to tell me to do another factory reset then recreate the problem again but I got a little bit upset with them. Told them I already did that twice and cant keep putting my wife and dog through this. Its basically torture trying to recreate this issue. They agreed to send me the replacement. Don’t get me wrong all the people I talked to were very kind and helpful but this issue isnt something like having interference, latency, stutters, or setup problems. Having the speaker go from 1 to 10 guns blazing is traumatizing not only for me and my wife but especially for my poor dog, not to mention it can potentially damage your your hearing. One video after everything is checked out, connection, updates, and factory resets should be indicative of a defect or even just one reoccurrence. 

Long story short, for those that are experiencing this issue and to save you time. Change your wifi channel to either 1,6, or 11. Restart the wifi and modem. Perform a factory reset on the beam 2 and anything connected to it. Make sure router and beam 2 are updated. Then have your phone on hand to video the beam 2. Run diagnostic when problem does arise. Keep trying until submit one, then print screen then contact customer support. 

 

Recreating the problem may be different for people. I linked my Youtube music account to the Sonos app and played it from there. I have only played music using this method, not sure if other services will recreate this issue. Leave the music running at a low volume. Results may vary but my beam 2 will have guns blazing between 20-45 minutes of playing. 

For the loud static noise, I don’t have a reliable testing method. It just occurred when using the Youtube app on our TV, Netflix, and Disney. Volume would shoot from 4 to 10 and play nothing but static randomly for like a minute. We just got the LG C1 brand new so I doubt that the source would be the problem considering the machine gun noise doesn’t come from a source. 

Now just hoping the replacement doesn’t have any problems.  

@Nytro Hi there, we just had the same experience for the second time. We got our Sonos beam 2 on Sunday the 26th of December 2021, so about 3 days ago. On Monday, after 30 mins of use, we suddenly got a machine gun sound at full blast! My girlfriend, my Dog dog, and I were completely scared stiff and traumatized by this! 

The second time was just 20 minutes ago. It’s midnight here, so we must have woken up all of our neighbors. As you @Nytro my poor little dog is just traumatized and we are just too afraid to leave our dog at home while the sonos is still plugged in. 

Another guy just posted in the troubleshoot section saying that a woman support chat said that they never encountered such problems before in the company :s I find that really hard to believe seeing this post! 

Also how can we film or leave it on during this moment when the damn thing is not just waking up my neighbors but the entire neighborhood!!!!! 

I hope there will be an update or that sonos will fix this issue and admit and own up to the fact that there is a problem!

Airgetlam

Challenge is, at least in my perception, is, what if it isn’t actually a problem with Sonos, and instead the TV sending a signal that the Sonos is playing appropriately?

Hard for Sonos to fix an issue upstream. This is probably why @Nytro suggested the diagnostic along with several other potential fixes. Best case, Sonos can take a look at the hard data recorded in the 10 minute log file, and perhaps see where the issue is originating. If it’s with the the Sonos itself, or with the signal coming in would likely be trackable in that file, and certainly help you, and if it’s in the Sonos software, everyone else. 

Bruce
L
Userlevel 2
Badge +1

Challenge is, at least in my perception, is, what if it isn’t actually a problem with Sonos, and instead the TV sending a signal that the Sonos is playing appropriately?

Hard for Sonos to fix an issue upstream. This is probably why @Nytro suggested the diagnostic along with several other potential fixes. Best case, Sonos can take a look at the hard data recorded in the 10 minute log file, and perhaps see where the issue is originating. If it’s with the the Sonos itself, or with the signal coming in would likely be trackable in that file, and certainly help you, and if it’s in the Sonos software, everyone else. 

That's an interesting thought; however, how would the TV be able to bypass the volume limit I set for the Beam?

I sent a diagnostic to the Sonos support. I actually had the support lady on the phone while the terror was going off for a second time. They didn't know of the issue and told me to reset to factory settings and basically hope for it to not happen again...

 

S

Hi,

I got Beam 2 as a gift from my wife an hour ago. I was all excited, set it up, was listening to music and adjusting the levels and out of nowhere my living room reverberated with machine gun shots. I was baffled, muted my TV, but the sound wouldn't stop. Finally, I pulled the plug.  Thought it may to do with some setup error. Plugged it back in, played music from my Spotify and it started again within 10 minutes. That's it! Am done. Have packed it, ready to be returned tomorrow. Am glad I came across this forum to know it's not just me. Also surprised that why hasn't this product got recalled by the company. This was my first Sonos product and the first experience wasn't a pleasant one.

R

Just had exactly the same thing happen. Not a nice sound and the only way I could stop it was to unplug the beam gen 2 as the S2 app couldn’t connect.  I’ve had a number of issues since getting the Gen2. Loud clicks in the surround 1SLs when navigating menus on Apple TV 4K.  

B
Userlevel 1

Same mate I just unplugged it, and it’s very unpleasant, I have a pup who is left at home now and again and my main fear was it happening when I was out. I never had the clicking on the SLs but did notice like a buffering in the sound from the rears at times. Where did you get it from? I’d recommend returning it and trying again. 

F

Unfortunately I also have this issue. I bought my Sonos gen 2 last week and a few days later it happened. The next day it happened again and I unplugged it after that. I reached out to Sonos support live chat but they couldn’t help me because I unplugged it and they don’t have diagnostics to work with then. 
I sent a few links to this and similar other topics, but it wasn’t enough. I needed to wait until it happened again so I can send the diagnostics.

Today I tried to reproduce it, and after a while it happened again. I immediately sent diagnostics and contacted live support again.

This also wasn’t enough. They now want me to let it happen again so I can record a video so I can prove it actually is happening to me… I can’t believe they are forcing me to hear this extremely loud sound again. I’m quite shocked to be honest.


It seems this issue already started since it got released and they still haven’t found a solution for it. In my opinion they shouldn’t be allowed to sell this product anymore until it is fixed.

F

Hi all, 

 

I spoke with Sonos phone support 2x today regarding this issue - some interesting tidbits; 

 

  1. they referred to it as a “known issue” but would not give me any detailed information
  2.  they seemed to have a lot of trouble with the diagnostic reports. I submit ANOTHER report while the issue was going on and captured it on video. Phone support seemed to want me to have the issue occuring while i was on the phone with them and i said that wasnt possible given how deafeningly loud the beam2 is while the issue is going on. It’s literally so loud you can hear it from outside my apt. 
  3. They took down my model # and said that they’d be sending out a replacement in the next 1-2 business days but also that a new product team-member would be contacting me to troubleshoot the issue…..that doesn't really make sense to me but at least it’s different than going through the diagnostic report song & dance. 

I have video of the issue occurring on 2/1/22 but Phone Support did not give me a way to send it or upload to them. 

 

Also, I strongly advise against doing a factory reset because this seems to delete all previous diagnostic information. Chat support had isntructed me to do this (which I did at the time not knowing better). 

D

Unfortunately, I am having the same terrifying issue. I contacted support and they recommended full reset of everything from router to Sonos Bean 2. I did, but the gunshots rang out at full blast again. 

O

Just picked up my beam gen 2 this evening from Argos.  Got it home, and got it set up, usability was great and incredibly easy.  Started to watch a film, sound was good, then all of a sudden full volume gunshot noises start firing out of the speaker, no more than 45 mins post set up. Tried to to stop it but only pulling the plug did it in the end.  Right ear drum throbbing and burning due to having to reach around the back of the beam to unplug the power cord.

Extremely disappointed with the product, was super excited to own the speaker, looks great, sounds great, easy to use, and links up to everything nicely.

but, it’s impossible to me to ever relax again whether it’s watching a film or listening to music, even if the product it replaced, genuinely a traumatic experience and not one I’d like to experience again, I’d also have to unplug it after I leave for work daily due to the anxiety of it doing it mid day, the sound it truly deafening.

I truly hope Sonos acknowledge this as a legitimate problem with this product, it’s taken the brand from quality to crap in 45 minutes for me now.  I’m not sure I’d ever be able to own one of their products again unless I knew the problem had been fully addressed and sorted.

Will unfortunately have to move on to a different brand now, real shame.  I’d appreciate some feedback on this from anyone who’s has any further dealings with Sonos on the matter. Thanks :)

O

Hi,

I got Beam 2 as a gift from my wife an hour ago. I was all excited, set it up, was listening to music and adjusting the levels and out of nowhere my living room reverberated with machine gun shots. I was baffled, muted my TV, but the sound wouldn't stop. Finally, I pulled the plug.  Thought it may to do with some setup error. Plugged it back in, played music from my Spotify and it started again within 10 minutes. That's it! Am done. Have packed it, ready to be returned tomorrow. Am glad I came across this forum to know it's not just me. Also surprised that why hasn't this product got recalled by the company. This was my first Sonos product and the first experience wasn't a pleasant one.

i feel your pain!! Mine went from being unboxed and setup to back in the box within the hour, truly a vile experience!

C

I've just had this same issue for a second a time in  approximately 20 days, so not occurring often. I called customer service and they told me to do a hard reset. Because I didn't have a video or was unable to submit a diagnostic before the speaker automatically reset itself, there was nothing they could do. They can't do anything for me even though it is under warranty.  Unfortunately it's past my 30 days to return the product to pc richards and son. So looks like they know this is an issue and won't do anything to fix it, even with the product under warranty. 

J

I also experienced this with my brand new beam.  On the support contact page (https://support.sonos.com/s/contact?language=en_US)  there is a way to email the CEO directly.  

I sent the following a few weeks ago. I doubt these actually go to him, I hope they are at least get reviewed by a someone...but I have yet to hear back.  I will post back if I do.

 

Hi Patrick, 

I am writing to you about the bad, borderline traumatic, experience I had with my first Sonos product (Beam Gen 2).  For some background; I have had mixed luck with soundbars in the past.  The LG one I purchased with my OLED TV was extremely large\unsightly and wasn't the best sound quality.  I then attempted a Vizio, which was compact and clean, but failed after a few months.  This led me to the Beam.  It was a bit more than I wanted to spend (when you add up the additional One's for surround, and eventually the sub), but given the issues I had in the past, I decided to splurge, making this my first entry into the Sonos ecosystem.

Setting up was a breeze.  My wife approved of the (compact) look, and loved the warmth of the sound it produced in our bedroom.  This was until around 11:30pm on the eve of the purchase.  Randomly the Beam went to full volume, playing a static or jackhammering sound.  We both jumped out of bed, disoriented, holding our ears. I tried yanking the HDMI cable first, but ultimately had to pull the power for it to stop.  It was so loud it woke up my entire house (3 kids, a dog, and a set of in-laws).  Your support was very good in trying to help.  The first agent had never heard of the problem, but walked me thru some steps to reset the sound bar.  However, a few days later, and after convincing my wife to allow me to plug it back in, it happened again.  

This time the agent had heard of this issue.  They asked me to plug it back in to play some music and send some diagnostics.  I did, and it just so happened to occur again (I caught it on video).  They confirmed that it was defective and offered to send a new one.  I declined since I was not sure I would trust a replacement and could return it to Costco, where I just purchased it.

While my initial experience with the sound quality of Sonos (and your support team) was very good.  My wife and I are extremely uneasy about purchasing another Sonos product because of this issue.  I don't know if this issue is hardware, software, or a mix of both.  I'm sure your engineers will figure that out.  But the fact that it could happen, and there are no built in safeguards to prevent potential hearing damaging sound from randomly coming out of a device in my bedroom gives me second thoughts.

I wouldn't normally take the time to write something like this, but it was honestly a scary experience for us in the room (my wife and I), so much we were shaking after it happened. I'm only glad my children were not in the room at the time.
Anyway, thank you for taking the time to read, hopefully this email helps you to identify the issue and prevent it in the future.

 

 

S
Badge +1

I am having the same problem with my Beam Gen 2….loud pops while music is playing from my Apple TV 4K hooked up via HDMI to my Sony TV which is hooked up to my Beam Gen 2 via eARC. Hugely disappointing.

M

I have also had the same issues with the Sonos beam2, super loud machine gun type noise out of nowhere. I have also returned my beam 2. As i just bought a news samsung QN850A tv, i wasnt sure if its the TV or the beam 2. Since i returned the beam 2, i bought a Arc, haven’t had the issue yet with the arc, so i am thinking it is specific to the beam 2 product.

S

I had the same issue yesterday literally within minutes of turning on my Beam 2. It happened twice so I called support and sent diagnostics. The rep said that my diagnostics showed interference and suggested switching my internet channel or hardwiring the Beam vs. using wireless internet. I have hardwired it and have my fingers crossed.

S

I can confirm that using wired internet does NOT fix the issue. Returning it.

J

I have had the exact same experience. No fun. Was just listening to some music. 

106rallye
Userlevel 7
Badge +17

@SLO hombre Have you contacted Sonos (as asked above)?

B
Userlevel 1

Diagnostics came up with nothing on mine at that time, it’s disheartening to find out it’s happened to a few others as gives me no confidence on the exchanges unit (when it arrives) sounds like a bit of an issue with the gen 2 but hopefully we all get them sorted. My living room is also too small to upgrade to the arc too so that and the extra cost isn’t even an option.

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