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Why does Sonos force us to update the software?

  • 24 September 2022
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69 replies

Airgetlam

The @ sign is an indication that they’re referencing that person using the software that runs the boards. If you have notifications turned on, it causes the software to send you an email to indicate that you’ve been referenced. 

Try it. Use the @ sign and see if it brings up a list of all the people who have responded in this thread. I have never paid attention, but I think it works with the OP first, the most recent poster in the thread second, and then everyone else alphabetically. When you select that person after the @ sign, it will notify them via email that they’ve been mentioned. Unless, like me, they have that turned off, but I read most every thread anyway. 

Sometimes it is a duplication of effort if you’re the OP, and subscribed to your own thread,  but it’s often a good way to be aware of a conversation that you may or may not be tracking diligently. 

 

Edit: What Danny said, more quickly than me :)

Bruce
jgatie

That said, why don’t we all stop posting on this thread until @Forstal (sorry - I did it again) posts his diagnostics report and tells us the results of Sonos’ investigation? 

 

We all know what the results will be.  The only unknown is seeing if the person who was clamoring for apologies and admissions of being wrong lives up to their own level of forum decorum.

F
Userlevel 1
Badge +3

I have auto updates turned off for every single piece of gear I own. Watches, phones, computers, Apple TV, and Sonos. If you re-read my original post, I’m saying the reason I know there’s an update is that the Arc quits playing sound. Every single time. 

That really sounds like something is updating. It seems strange that it’s only been happening for a couple of months rather than since you started using Sonos: there’s been more than 10 updates in that time. Do you get any error/warning messages? 

No warning messages or errors at all. The sound just quits one day and thats it. We have to check every single device for “needed” updates until we find the culprit. When we do, the Arc starts working again. 

F
Userlevel 1
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Hi

I know many individuals such as yourself are not comfortable with updating their electronics. Without going into another discussion as to why I’ll offer this fact.

Not all updates are for feature enhancement. The majority of updates are to correct flaws or bugs that are sometimes introduced by the previous update itself. Before you say “ah ha” know that all bugs found in a firmware are not pervasive to each device the manufacturer has on the market. Although every device maybe offered the update not all devices will utilize it to full extent. 

For example iOS 16.0.2 is offered for my iPhone 12 but there are specific bug fixes included that my iPhone 12 will ignore as they are intended for the iPhone 14. Also not accepting the update can cause devices to not function properly with apps. The app developer will also behind the scenes make adjustments to their app to work properly with the latest firmware. If the app cannot find the latest version on the device upon which it is installed it too may malfunction. 

Bottom-line…sometimes refusing to accept updates may cause device issues later on. Just food for thought and not offered as a solution to your issues. 

 

I get that, really. But the plain text here is that on my previous Sonos system, which was a Playbar home theater, I skipped dozens of updates including those that forced firmware updates. If I was the customer who bought a couple of Play:1 speakers and set them up in different rooms and I listened to streaming services, then updates might be a thing to do.  After I set the Playbar up and ran the room configuration I never touched the controllers again, ever. There was just no need to.

Then one day I was “tricked” into an update, and once that happened the system was locked until I did all updates including firmware. For anyone who would object and say “No way, Sonos would never do that!” keep in mind that Apple themselves used to do that with iOS. If you skipped an update for any length of time more than what they considered reasonable, on random occasions it would bring up a screen that said something like “Remind Me Later or Enter PIN to Install Update” and then had the keypad underneath it so it looked like a PIN query. Most people were so accustomed to entering their PIN to use their iPhone that they automatically entered the number, and then the phone would go into the update regardless of what the customer wanted, and no way to stop it. 

I know these are different cases. The iPhone handles a lot of personal and sensitive info, and updates are generally a good thing. Generally. And Sonos is just a piece of consumer gear that offers services you may or may not need or want. So I think it makes no sense to force updates on people. And since updates always cure the dropped sound issue on my Arc - whereas nothing else will do that - Occam’s razor suggest that the dropped sound was initiated somewhere in the food chain to beckon me into an update. 

 

F
Userlevel 1
Badge +3

So auto updated are turned off  on whichever app store you use?  I don't think you can turn it off specifically on the Sonos app in the Google Play Store, for example.

Turning off auto updates in the app is not sufficient.

I don’t know about Google, but in iOS I believe automatic updates from the App Store are opt-in. I have all that stuff turned off for years now and my preferences follow me to my next iPhone, so maybe its changed now, but as far as I know its still opt-in. Nothing installs on my phone without my express approval. 

F
Userlevel 1
Badge +3

 

No, because it’s the same incorrect acquisition said in slightly different way.  And as I stated, but you conveniently ignored, it’s not about your thread title alone, but your entire first post.  Seemed pretty clear the impression people got from this thread is exactly what you intended….you just didn’t get the response you wanted.  Or maybe you did.

 

 

I ignored what you said about the first post? Really? You quoted my response about the first post in your very next paragraph:

 

Now, just read my first paragraph in the original post. I explained what was happening and how it looked to me. At some point I would hope everyone here would lay down the pissing contest and think of how this appeared to me, the customer. When every single bit of troubleshooting possible on my part failed to produce sound, and the only thing that fixed the problem was doing a controller update, how would that look to you? What would you have done? In my case - and knowing what happened with the v8 controller/firmware debacle a few years ago - the simplest explanation was that Sonos had a hand in this either wittingly or not. 

 

 

 

And you were the one who ignored my statement. A reasonable person who found that one simple step corrected the issue, but the issue kept popping up, might be led to believe there was a reason for that issue to keep coming up. And based on prior experience with a forced Sonos upgrade, amongst other companies, I think that was a reasonable assumption. Its a shame you can’t see that. 

 

I would have stated the issue I’m having and look for suggestions on how to troubleshoot and address the issue, maybe talked to support, rather than presenting  a poorly thought out conspiracy theory.

 

 

 

I can’t speak to how you live your life, but when I have an issue with a product I generally don’t go to customer support until I see what experiences other people are having. I always come here first. Many times I can find my answer before I even post a single word. Sometimes I have to post a question. The one time I contacted support since buying this Arc was not a good experience. If you care to read my post history you’ll see what happened, but in summary I had an issue with the S2 install recognizing my new Arc and adding it to the existing system. And as I mentioned earlier today, tech support did nothing more than ask me to follow the directions, then the guy looked at diagnostics, and finally gave up. He said there was no way this was happening, and he needed remote access to my machine to try to work on it. Ha ha, no. As it turned out it wasn’t even a technical issue, it was an interface design error that was preventing me from seeing a window that popped up behind another window. 

 

I’d be careful throwing around the “conspiracy theory” label. Thats really not an adult thing to do. 

F
Userlevel 1
Badge +3

The @ sign is an indication that they’re referencing that person using the software that runs the boards. If you have notifications turned on, it causes the software to send you an email to indicate that you’ve been referenced. 

Try it. Use the @ sign and see if it brings up a list of all the people who have responded in this thread. I have never paid attention, but I think it works with the OP first, the most recent poster in the thread second, and then everyone else alphabetically. When you select that person after the @ sign, it will notify them via email that they’ve been mentioned. Unless, like me, they have that turned off, but I read most every thread anyway. 

Sometimes it is a duplication of effort if you’re the OP, and subscribed to your own thread,  but it’s often a good way to be aware of a conversation that you may or may not be tracking diligently. 

 

Edit: What Danny said, more quickly than me :)

Thank you Bruce. 

F
Userlevel 1
Badge +3

Edit: What Danny said, more quickly than me :)

 

Faster isn’t always better.  😀

 

Also, since people can make their username an actual word, it’s a way to distinguish between the word and the user.  There is a difference between “submini is great” and “@submini is great”.

Its hard for me because I always see it as “at”. Just like the whole “hashtag” thing always reads “pound” due to my background in telephone tech. Which kind of made the whole “me too” thing a little awkward to read about a couple of years ago. 😳

F
Userlevel 1
Badge +3

 

I did the same in my posts, @Forstal   Why not have a go at me? 

 

Have a go at you? Did you think I was attacking Mel for asking him about that? I noticed it but then I saw Mel do it and I figured I’ll ask the last guy who used it. Or did you feel left out?

 

 

For the record, the only question you asked in your first post was the final sentence: “So why the forced update gimmick?” The majority of posts since then have tried to explain to you why this attitude you have is fantasy. All you have done is push back harder every time your idea is challenged. 

 

Thats kinda vitriolic, actually. There’s no conspiracy theory here, no fantasy. Simple observation. I go for the simplest explanation first. Like if we each have a car, and it dies out and won’t start. Based on some of the responses I’m getting here, I should completely review everything I might have done near my car, and also made sure nothing in my garage has changed, and then finally plug my car into my computer and upload the entire contents of the ECM to the manufacturer while talking to the factory complaint line. 

Me, I’d just check to see if there was gas first. 

 

That said, why don’t we all stop posting on this thread until @Forstal (sorry - I did it again) posts his diagnostics report and tells us the results of Sonos’ investigation? 

 

No, you guys can keep posting. I don’t know how long its going to be until the next “event”. Except for JGatie. He’s been DM’ing a couple of you guys so you can just let him know how it goes. 

 

F
Userlevel 1
Badge +3

There is only one actual question in your original post. It is "So why the forced update gimmick?".

There is only one sensible answer to any suggestion that Sonos force updates, and that is  "Sonos don't force updates".

 

No, thats more like a “sensible assumption” because you can’t prove a negative. 

Now go back to the question I asked, in the context of the paragraphs that preceded it. Given the evidence at hand, ask what conclusion the typical customer might draw from this. I say it would be “The system quits until I upgrade something, is it trying to make me upgrade”, and then look at it from the point of view of an experienced customer who has dealt with forced OS upgrades as well as one event here with Sonos. 

 

F
Userlevel 1
Badge +3

That said, why don’t we all stop posting on this thread until @Forstal (sorry - I did it again) posts his diagnostics report and tells us the results of Sonos’ investigation? 

 

We all know what the results will be.  The only unknown is seeing if the person who was clamoring for apologies and admissions of being wrong lives up to their own level of forum decorum.

Earlier you accused me of ‘conspiracy theories’, then you spent hours trying to play cut-and-paste with my posts to make it seem like I was saying something other than what I said, and now you “know” the future. So, you’re a psychiatrist, an opinion journalist, and a psychic, in addition to being a “professional coder”. You truly are a man of many talents. Except for understanding. You lack that.

Again, leave this thread, and do me and the rest of the forum a favor and never respond to anything I say again. You honestly have completely derailed this thread. I could have had this resolved 10 days ago if you had just skipped over it and let Bruce take the question, or Ratty. 

N
Userlevel 7
Badge +18

I have auto updates turned off for every single piece of gear I own. Watches, phones, computers, Apple TV, and Sonos. If you re-read my original post, I’m saying the reason I know there’s an update is that the Arc quits playing sound. Every single time. 

That really sounds like something is updating. It seems strange that it’s only been happening for a couple of months rather than since you started using Sonos: there’s been more than 10 updates in that time. Do you get any error/warning messages? 

No warning messages or errors at all. The sound just quits one day and thats it. We have to check every single device for “needed” updates until we find the culprit. When we do, the Arc starts working again. 


How do you “check every single device for “needed” updates until we find the culprit”? If you <Update System> it’s all automatic; I don’t know of a way to just update one speaker in my system. The whole point is that all apps and all speakers need to be running the same versions. And you say “The sound just quits one day”. Again, it’s very strange that you go to the app on your phone, select a music source to stream to a room, and it starts streaming but no sound comes out and there are no error messages to say what’s amiss.  

Have you tried submitting a Diagnostics report to Sonos? What did they tell you was happening? 

 

 

J

No, thats more like a “sensible assumption” because you can’t prove a negative. 

 

I am distressed to learn that it’s impossible to prove that the Earth is not flat and the Moon is not made of cheese.

jgatie

Earlier you accused me of ‘conspiracy theories’, then you spent hours trying to play cut-and-paste with my posts to make it seem like I was saying something other than what I said, and now you “know” the future. So, you’re a psychiatrist, an opinion journalist, and a psychic, in addition to being a “professional coder”. You truly are a man of many talents. Except for understanding. You lack that.

Again, leave this thread, and do me and the rest of the forum a favor and never respond to anything I say again. You honestly have completely derailed this thread. I could have had this resolved 10 days ago if you had just skipped over it and let Bruce take the question, or Ratty. 

 

Well now, let me quote to you the second post I made in this thread:

Nothing about pending updates can ever stop your Arc from playing sound.  There’s something else at work here.  I suggest you submit a diagnostic and post the reference number here the next time you experience the problem.  

 

Notice the bold.  It was not me who did the derailing, son.  It appears maybe you should have let jgatie handle it, and this would have been resolved 10 days ago.  😀

F
Userlevel 1
Badge +3


How do you “check every single device for “needed” updates until we find the culprit”? If you <Update System> it’s all automatic; I don’t know of a way to just update one speaker in my system. The whole point is that all apps and all speakers need to be running the same versions. And you say “The sound just quits one day”. Again, it’s very strange that you go to the app on your phone, select a music source to stream to a room, and it starts streaming but no sound comes out and there are no error messages to say what’s amiss.  

Have you tried submitting a Diagnostics report to Sonos? What did they tell you was happening? 

 

 

I meant to say “check every controller for needed updates” but in my head I was still thinking about individual devices like my phones, Apple TV, etc. My apologies if I added to the confusion. 

I haven’t done anything as far as Sonos support goes. The humorous side of my brain tells me that contacting them about this will get the response of “well turn on automatic updates, duh!” Right now I’m trying to find out if anyone else here is experiencing this before I approach them. 

F
Userlevel 1
Badge +3

It now seems all these replies from us are irrelevant since you now say, “Right now I’m trying to find out if anyone else here is experiencing this” despite your question in your first post being “So why the forced update gimmick?”

Judging from the lack of responses echoing your experience, I’d speculate that: no, it’s just you! 

No, “all these replies” aren’t irrelevant. I could make an exception for your last one though. Your first paragraph there makes zero sense. 

I just re-read the thread from the top just so I could review “all these replies”, and I found that there was a green “ANSWERED” badge, with JGatie’s response receiving 1 ‘upvote’ indicating that this was solved, which I would assume has driven down interest in the thread. Interestingly, his response was completely irrelevant in the context of my question. I wasn’t asking how to prevent updates, I was asking if anyone had experienced service drops that were resolved by point updates to controllers, indicating that the updates were being forced. 

Let me restate it here for posterity:

My Sonos ARC home theater drops sound at random. We’ve discovered that it means one of our controllers “needs” updating. We have to check every controller in the house (multiple iPhones, two iMacs, an iPad) until we find which one(s) have pending updates. On rare occasions we have device updates pending. We do the update(s), the system starts working again. Sound comes through the home theater. At no point in the ownership of our Playbar home theater did this happen, and I was able to skip years of updates with no problem. This appears as if Sonos is stopping sound from playing in order to force controller and device updates.

Now that I have that re-established, please consider that there is a certain logic to gathering the experiences of others before making a service request. And now if no one else is replying due to an “answered” tag on this thread, then does that mean no one else is experiencing this issue? 

F
Userlevel 1
Badge +3

In short, they don’t.    Turn off auto udates and reminders for both the hardware and  the app and you won’t even know there is an update.

 

You obviously misunderstood my question, and you probably didn’t see my response because I forgot to quote you. So here’s your quote, and here’s my (more detailed) response summarizing my responses to people misunderstanding the question:

 

The Arc system works. I have auto updates TURNED OFF on the Sonos. I have auto updates TURNED OFF on every single piece of software-driven technology in my home. I can use the Arc all day, several days in a row. Then one day I turn it on and there’s no sound. The first time it happened I messed with all of my display and Apple TV settings at length before trying different controllers (computers, iPhones, iPad) and discovering that some controller in the house had a pending update. I did the update and the Arc started working again. Occasionally its device firmware updates but more often than not its controller updates.

The Arc still drops at random, and its ALWAYS solved by a SONOS update, not an update for any other product in my house. Sometimes we’ll have drops two or three days in a row, and I’ll find that some controller needs an x.point.point update. My prior Playbar home theater never suffered from service interruptions. Even when the controllers were disabled by my refusal to update the devices, I was still able to use the Playbar without a problem. 

On the surface it appears to me that Sonos is using service interruptions to force device updates, which might frustrate a person into turning on auto-updates. 

Now, do you have a response to this? Can you withdraw the ‘answered’ tag so maybe more people would stop in? Should I create a new thread? 

 

 

 

jgatie

 

 

On the surface it appears to me that Sonos is using service interruptions to force device updates, which might frustrate a person into turning on auto-updates. 

Now, do you have a response to this? Can you withdraw the ‘answered’ tag so maybe more people would stop in? Should I create a new thread? 

 

 

 

Yes, I have a response.  Sonos is not “using service interruptions to force device updates”.  I know this because my brother owns an Arc that he uses solely as a soundbar, and he’s never updated it, aside from when it was first installed over a year ago.  He doesn’t even have the Sonos app on his phone and his Arc works perfectly for TV sound.  

melvimbe

 

A - HT drops sound at random

B - Controller devices need updates on rare occasions.

I don’t know how you conclude that ‘need for updates’ are causing the drop outs.  The updates are obviously not random but specific events.   And if the controllers rarely need updates, that would mean your HT drop sounds would have to be rare as well.

It does make some sense that doing an update would resolve drop out issues, at least temporarily, The new software may include a bug fix for an issue you’re experiencing.  More likely, updates to firmware will always reboot the device, and get a new IP address from your router. 

But, the idea that some of your controller devices need software updates implies that it’s not a firmware update, just controller update that’s missing.  Your devices would not redo an update every time you bring an app up to date.

Also worth clarifying if the drop outs happen with streaming audio, TV audio, or both.  Either way, the diagnistic and talk to support is the way to go.

 

 

  1. “I don’t know how you conclude that ‘need for updates’ are causing the drop outs.” I conclude this because restarting various components, unplugging things, checking for aTV updates, etc, doesn’t resolve the issue. Only checking every SONOS component and controller in the house - and inevitably finding a pending update - solves the issue. 

 

 

You have identified a solution to the problem.  Not the cause.  As I stated, if your pending update is a firmware update, you’re bouncing the system.

 

 

  1.  “But, the idea that some of your controller devices need software updates implies that it’s not a firmware update, just controller update that’s missing.  Your devices would not redo an update every time you bring an app up to date.” Please clarify this because I don’t get what you’re saying. 

 

 

Your phone and your speakers are two different physical devices that can be updated.  When the software on the speakers need to be updated, that’s generally referred to as a fimware update.  When the app on your phone needs to be updated, that’s an app updated.  Sonos will usually schedule updates so that both the app and the devices getted updated at the same general time, however, there are cases where just one or the other needs an update.    And obviously, if you do an update on one phone or tablet in your home, the apps in your other devices will need to be updated...when firmware is already updated.

  1. “Also worth clarifying if the drop outs happen with streaming audio, TV audio, or both.  Either way, the diagnistic and talk to support is the way to go.” The updates happen with any source that applies sound to the Arc, which includes every app on the aTV. 

Your answer makes me thinking that you don’t play any streaming sources directly to the Arc, all the audio comes from the TV.

Danny
F
Userlevel 1
Badge +3

 

You have identified a solution to the problem.  Not the cause.  As I stated, if your pending update is a firmware update, you’re bouncing the system.

Your phone and your speakers are two different physical devices that can be updated.  When the software on the speakers need to be updated, that’s generally referred to as a fimware update.  When the app on your phone needs to be updated, that’s an app updated.  Sonos will usually schedule updates so that both the app and the devices getted updated at the same general time, however, there are cases where just one or the other needs an update.    And obviously, if you do an update on one phone or tablet in your home, the apps in your other devices will need to be updated...when firmware is already updated.

Your answer makes me thinking that you don’t play any streaming sources directly to the Arc, all the audio comes from the TV.

  1. And as I’ve said numerous times, most of the pending updates are controller software updates. Firmware updates are rare, but they also solve the problem. What does “bouncing the system mean”?
  2. I don’t have automatic updates turned on. And on numerous occasions we've found one single controller out of our many, that had an update pending, but none of the others. 
  3. My wife uses the TunedIn radio portion of the Sonos controller to play a single local FM station. The Arc drops out with that as well. We’ve also run into an unrelated problem with TunedIn where it will not work unless we update the controller, but the tv is still passing sound to the Arc. That kind of deflates the whole “your TV is causing this” scenario so I’m glad you brought this point up. I have no use for the rest of the streaming stuff so I can’t comment on that. 

 

106rallye
Userlevel 7
Badge +17

So, if I understand you right, Sonos actively forces you (or all users) to update your system by using the controller to cause drop outs on the system? How? Why? And why has nobody noticed this before?

N
Userlevel 7
Badge +18


How do you “check every single device for “needed” updates until we find the culprit”? If you <Update System> it’s all automatic; I don’t know of a way to just update one speaker in my system. The whole point is that all apps and all speakers need to be running the same versions. And you say “The sound just quits one day”. Again, it’s very strange that you go to the app on your phone, select a music source to stream to a room, and it starts streaming but no sound comes out and there are no error messages to say what’s amiss.  

Have you tried submitting a Diagnostics report to Sonos? What did they tell you was happening? 

 

 

I meant to say “check every controller for needed updates” but in my head I was still thinking about individual devices like my phones, Apple TV, etc. My apologies if I added to the confusion. 

I haven’t done anything as far as Sonos support goes. The humorous side of my brain tells me that contacting them about this will get the response of “well turn on automatic updates, duh!” Right now I’m trying to find out if anyone else here is experiencing this before I approach them. 

It now seems all these replies from us are irrelevant since you now say, “Right now I’m trying to find out if anyone else here is experiencing this” despite your question in your first post being “So why the forced update gimmick?”

Judging from the lack of responses echoing your experience, I’d speculate that: no, it’s just you! 

F
Userlevel 1
Badge +3

So, if I understand you right, Sonos actively forces you (or all users) to update your system by using the controller to cause drop outs on the system? How? Why? And why has nobody noticed this before?

 

Thats the summary of it. There’s only really three pieces to this chain: Sonos, Arc, and the controller(s). 

How? I don’t know. But if I had to guess, I would say its a simple flag that is set by an inbound update notification, and that flag shuts off the sound. Updating resets the flag. But I’m not a coder so this is just a guess. 

Why? Again I’m just guessing, but I’d say its to frustrate the user into turning on automatic updates. I did some reading on Sonos updates when I got into this Arc and I found out they did some really heavy-handed stuff at one point in the past to force updates. I don’t exactly recall what it was but it was either a firmware update that broke the controllers to force people into a newer version of the controller that they didn’t like, or vice versa. I’ve already spent too much time on this topic today or I’d go look into it for you. 

Why has nobody noticed this before?  I’ve spent no small amount of time reading threads here about software issues, and one of the most common pieces of advice is “you should have auto updates turned on”. So perhaps nearly everyone here has auto-updates turned on, and since my problem relates to unperformed updates, those customers don’t run into a forced controller update issue? Once again, I’m just guessing, but that seems like the simplest answer. 

 

 

 

 

N
Userlevel 7
Badge +18

Dear @Forstal 

Please just submit a Diagnostics report, contact Sonos support, and then let us know what they say. 
 

Many thanks in anticipation. 

F
Userlevel 1
Badge +3

 

Where would this flag reside?  On your speakers on the controller?  If you turn off your phones, or remove them from the WiFi, does the sound resume?  Do you think the Arc maintains a listen of all the controlling apps in your system?

 

I can’t guess as to what incident your talking about.  However, your controllers and firmware must be on the same version.  It’s always been that way.  You may be referring to a case when a guess or other family member updated the firmware for a system, when the Sonos owner did not want it updated, forcing them to update the controler app on the owner’s phone.

 

There is a thread regarding the Sonos Arc/Sub base issues where numerous people have stated they are not updating their software till a fix is provided.  None of them are complaining about drop out issues.

 

“Where would this flag reside?  On your speakers on the controller?”  Since the Arc is the one shutting off, and its the root of the whole system, I would say the flag is set on the Arc. Thats just a guess. I’m not a coder, and I certainly don’t know the ins/outs of the Sonos system. 

 

“If you turn off your phones, or remove them from the WiFi, does the sound resume?”   Thats a good question. I’ll have to try that next time the drop occurs. I anticipate that there’d be no change, assuming this is a flag issue and it resides on the Arc. That flag would have to be reset in order for the sound to proceed, and turning off the very thing that can reset the flag doesn’t seem like it would cause a reset. Again, I’m not a coder, this is just a guess.  

 

“Do you think the Arc maintains a listen of all the controlling apps in your system?”  Perhaps. Each controller keeps a list of what speakers are on the Sonos network, so its not that hard to believe that a copy of that list includes controlling apps as well, and that copy resides on the Arc. But thats assuming the controllers are actually the ones causing the service drop. If its indeed a flag, as I suspect, then it doesn’t matter what controllers are on what list, anywhere at all. All that matters is what state the flag shows. 

 

“I can’t guess as to what incident your talking about.  However, your controllers and firmware must be on the same version.  It’s always been that way.  You may be referring to a case when a guess or other family member updated the firmware for a system, when the Sonos owner did not want it updated, forcing them to update the controler app on the owner’s phone.”      No thats not it. Let me see if I remember this correctly. This was around the time of the iOS controller version 7 and 8. There was a huge mess over some functionality that was deleted or modified. I didn’t do the update myself, just because the system was working and there was no need for any update. Then one day I recall opening my iPhone controller to use the dialog enhancement and I received a message that my Sonos needed a firmware update. I was able to clear that but it came up every time I used the app. Then a few days later the app stopped working. I switched over to using my iMac, and it worked for a while. Eventually that controller stopped working. I gave up on controllers and just used the Playbar until one day nothing came out and I was forced to update. 

 

“There is a thread regarding the Sonos Arc/Sub base issues where numerous people have stated they are not updating their software till a fix is provided.  None of them are complaining about drop out issues.”

 

Yet.

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