Sonos Sub Gen 3 crackling/static sound

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246 replies

M
Userlevel 5
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I have just requested my exchange of my gen 3 sub, due to clicking noise, but from what im seeing here that won’t resolve it! fingers crossed

A7ibaba
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My sub 3 is working flawlesly , but build number is starting with 6038

Nickkettt
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Hi there. 
Im “in part glad” that Im not the only one with this issue with the SubG3  

 

My Serial # 54-2A-1B .…

 

Diagnostic: 956776400

 

I hope Sonos fix this soon !!! 
 

 

G
Userlevel 2
Badge +1

Here is the update from the Sonos Escalation Team,

“Thank you for the check-in. While it is not going at the expected pace, we are still in the process of implementing a fix to address this issue with the existing SUB units. 

In the meantime, we could process another exchange for your current SUB as we have not had any further reports outside of the initial one from the community.”

I’m a bit nervous to ask for another exchange because it seems like people who just bought the device recently also have the same problem?

Based on my experience, I would say it’s a quite widespread problem, and it will possibly occur in the replacement unit. The best way to deal with this right now is probably to wait for  Sonos to come up with an actual solution.

andrewchiu1st
Userlevel 4
Badge +2

Here is the update from the Sonos Escalation Team,

“Thank you for the check-in. While it is not going at the expected pace, we are still in the process of implementing a fix to address this issue with the existing SUB units. 

In the meantime, we could process another exchange for your current SUB as we have not had any further reports outside of the initial one from the community.”

I’m a bit nervous to ask for another exchange because it seems like people who just bought the device recently also have the same problem?

G
Userlevel 2
Badge +1

recently got the arc and gen 3 sub and here is what i’ve discovered after some testing:

 

-when watching netflix directly through the app on the new LG smart TV or through an Apple TV box on an old Sony LED TV, there is the ticking sound described by everyone else.  Likewise when I watch youtube/amazon prime directly through the apps on the LG smart TV, I can also hear the ticking sound.  The ticking sound is audible as long as the videos are playing, even if I turn the volume all the way down.

-when watching netflix through my laptop plugged into my TV via HDMI, or when watching youtube through my iPhone via airplay, or when listening to music using the Sonos app, the ticking sound disappears .  when watching cable tv directly on my old sony LED tv, the ticking sound also disappears.  likewise, when watching an old dvd through a dvd player on my laptop, plugged into the tv (which has audio passthrough), there is no ticking sound.  There is still a slight electric buzzing sound that is audible from the sub under these scenarios, but it is steady and faint and is not the ticking sound described earlier.  

 

I can’t speak for everyone, but from my experience the issue seems to be how audio files are streamed. it seems more prevalent the higher the quality being streamed (atmos or 5.1, as opposed to airplay from iPhone).  can anyone else test and confirm my findings?

I pretty much observed the same phenomenon. Only that the hissing did not completely disappear when playing through Sonos app or airplay, it became much quieter but still noticeable. Also, when playing content through tv, the noise sub makes is like a tickling noise. When playing music through airplay, the noise’s frequency is much higher.

J

recently got the arc and gen 3 sub and here is what i’ve discovered after some testing:

 

-when watching netflix directly through the app on the new LG smart TV or through an Apple TV box on an old Sony LED TV, there is the ticking sound described by everyone else.  Likewise when I watch youtube/amazon prime directly through the apps on the LG smart TV, I can also hear the ticking sound.  The ticking sound is audible as long as the videos are playing, even if I turn the volume all the way down.

-when watching netflix through my laptop plugged into my TV via HDMI, or when watching youtube through my iPhone via airplay, or when listening to music using the Sonos app, the ticking sound disappears .  when watching cable tv directly on my old sony LED tv, the ticking sound also disappears.  likewise, when watching an old dvd through a dvd player on my laptop, plugged into the tv (which has audio passthrough), there is no ticking sound.  There is still a slight electric buzzing sound that is audible from the sub under these scenarios, but it is steady and faint and is not the ticking sound described earlier.  

 

I can’t speak for everyone, but from my experience the issue seems to be how audio files are streamed. it seems more prevalent the higher the quality being streamed (atmos or 5.1, as opposed to airplay from iPhone).  can anyone else test and confirm my findings?

S

Just adding to this topic from Sweden.

Recently got the Arc, Sub, One SL package and my Sub have the same cracking/hissing problems mentioned in this thread.

I have reached out to the Swedish support and sent them 3 videos of the different sounds I can hear.

  1. When nothing is playing there is a constant crackling noise
  2. When music and movies are playing, regardless of volume (even on mute) there is a constant high pitch hissing.
  3. When using the provided HDMI/Optical adapter, connected to an Xbox One the noise is even worse. A hissing and crackling noise combined.

Support was gonna send these videos to the tech-team and I’ll send them my Sub.
Hopefully the replacement will be a bit better at least. My current one is terrible and I can hear the noise from my couch 3 meters away.

I will also keep you updated if I get any informatino that has not already been written in this thread.   

andrewchiu1st
Userlevel 4
Badge +2

Hi guys,

I just followed up with Sonos Escalation team and hopefully they will come back with some concrete updates since it has been almost 4 months and I expect them to give a bit more context rather than just “we are working on it, no ETA at this time.”

Will keep everyone posted!

G
Userlevel 2
Badge +1

I just received my second replacement from sonos. This one is actually a lot worse than the first two, I can hear the static noise from more than one meter away, and it makes me regret purchasing gen3 sub in the first place. For those who contemplating whether to request a replacement from sonos, I suggest holding that off for right now. Based on my experience, requesting replacements cannot solve the problem because sonos probably is still trying to figure it out, and a great number of gen3 sub that exist probably have more or less the same defect. The warranty covers the first twelve months, so the best thing to be is probably to wait until sonos actually find something out.

S

I just added the gen 3 sub and arc to my system, and I’m having the same static noise from my new sub. I have never had any issues from my older model sub, and this is very disappointing considering the quality I am used to from Sonos. I am going to reach out to Sonos when their service line is open to report my issue…. 

E
Userlevel 1

After talking to Sonos support, I was told the team was still working on this issue. For this reason, I will hold off a bit from requesting another one as I'm sure it will still have the humming/static clicking. Hopefully, a resolution is found soon whether hardware or software update.

H

I also got my replacement last week. noises still remains..contemplating if I should call Sonos and ask for 3rd one? would appreciate any thoughts? thanks!

E
Userlevel 1

I just got another replacement. The humming/static is still there at all times. I sent a video of the issue the first time and it was verified by Sonos to be defective. I'm hoping Sonos posts here soon with an update again. I don't want to keep swapping out for new subs until it is certain it's fixed. $700 is a lot to spend. On the upside, Sonos service has been amazing so thank you!  

G
Userlevel 2
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I had this problem and requested a replacement, the second unit had the same problem too… Sonos offered another replacement, if the unit has the same problem I think it’s either arc or sub that has systematic problems

C
Userlevel 2
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For anyone curious, the new 12.1 system update that just came out today does nothing to address the issues on the G3 sub. Still have the audible hum and ticking post update.

H

UPD: just spoke with Sonos customer support rep this morning. I been given a RMA for replacement. Hope the 2nd one will have no issue. thanks everyone!

H

Just received my gen 3 sub today. Same issue as soon as I hook the power cord up. It’s ticking away before I even paired it up w the rest of my beam 5.0 system. 

Will connect w Sonos (Canada) tomorrow and see. 
Thank you for everyone’s inputs here! I have read all of the postings and they have been very helpful :) 

E
Userlevel 1

Just wondering if anyone has received an update on this? I have talked to Sonos and provided audio of the issue to document it. Just wondering if there is any word on if it's something in production or indeed software? To me, I would think it's hardware since not everyone seems to have the issue. 

A7ibaba
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I know and sorry , but spreading desinformation doesnt help

S
Userlevel 1
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@A7ibaba Let’s focus on sharing information instead of doubting each other. Keep the positivity please. We are all here to help.

A7ibaba
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I really doubt you have any relations to ”audio engeneering” just because of your statement But, whatever man, if that makes you happy blame power line . Or try to use ferrite chokes

S
Userlevel 1
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I dont know from which source you get idea that power line can cause static noise in sub or speaker. If you have any static it is caused by internal component inside of the unit. There is to many options what causes that. Shielding or power unit ...

By my experience as an audio engineer for the past decade.

A7ibaba
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I dont know from which source you get idea that power line can cause static noise in sub or speaker. If you have any static it is caused by internal component inside of the unit. There is to many options what causes that. Shielding or power unit ...

S
Userlevel 1
Badge +1

Hi Guys,

 

Update on my side again.

I contacted Sonos support via a phone call here in the Netherlands and demanded a solution. I did not want to wait for another software update to fix the ticking noise, which I believe can’t be fixed with software. There was still no update on the “investigation” so I told them I wanted to receive a replacement unit. From here on all went well, even got a quick return service.

Next day the new Sub arrived, plugged the unit in straight away and no ticking sound audible. The static sound is there, but only on a level of 5% compared to the 100% of the previous unit. I think the static is coming from the power line here in our house (not a single house has perfect clean electricity). 

For now I’m satisfied with the service I received with my last call with Sonos Netherlands, will keep an “ear” out on the sub! If the problem will appear again after some usage, I’ll update again.

By the looks of it not a problem they can solve with software, try to get your affected units replaced.

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