Collaborator II

Answered

Why does Sonos force us to update the software?

69 replies
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Over the past two months the sound has stopped working on our ARC SL home theater. After checking out my LG display and Apple TV 4k each time the solution happened to be Sonos updates. Sometimes its firmware, sometimes its a controller issue. In each case we found that doing the update brought the sound back. We have three iPhones and an iMac with controller software, though we never use them. Every time the sound quits, I now have to walk around the house checking devices to see which one needs the update.

With out previous Playbar HT as well as the ARC SL HT, I recall being able to go several full versions of controller software before anything would go wrong with our systems and now we can’t skip even a minor point release release. Once the system was set up and working perfectly, there’s no need to update the software at all. So why the forced update gimmick?

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jgatieAnswer

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.

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nik9669a

Senior Virtuoso

Dear @Forstal

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

Many thanks in anticipation.

I don’t know if you missed this, @Forstal, but I’ll ask again: please, just submit the diagnostic, speak to Sonos support, and then you’ll have the proof that you’re right. (Or wrong, of course.)

jgatie

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.

Once again, my brother has had an Arc for over a year and has never done an update to either the hardware or the Sonos app. Matter of fact, he doesn’t even use the Sonos app. It works just fine, he never has dropouts. So your problem has nothing to do with unperformed updates, time to look somewhere else.

melvimbe

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.

In fairness to you, I went looking for that thread and couldn’t find it. But I did find a guy who posted up about his speakers changing to S2 “overnight”. At least one other person in that thread said they experienced the same thing. Its definitely not the same thing as what I see happening here, but at least it should open people up to the possibility things can change in a Sonos system without customer permission or involvement.

This is the thread I was referring to. It’s long and you’d have to read a bit to find where people say they are not upgrading. You didn’t have to go looking for it, you can assume I’m not lying to you. As far as other people finding issues unrelated to the issue you report, of course they exist. It does prove your theory is accurate. In fact, I am 99% sure that the “speakers changing to S2 overnight” either was found to be a manual update from someone else or yet unresolved. Certainly doesn’t show that Sonos is turning off the audio till you update all your Sonos apps for your system and your system alone.

Danny

F

ForstalAuthor

Collaborator II

Dear @Forstal

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

Many thanks in anticipation.

I don’t know if you missed this, @Forstal, but I’ll ask again: please, just submit the diagnostic, speak to Sonos support, and then you’ll have the proof that you’re right. (Or wrong, of course.)

I didn’t miss it. Based on what I’ve read in other threads, I have to wait until the next time this occurs to do a diagnostic report, otherwise Sonos will not have the information they need to investigate. Picture bringing your car in multiple times for the same trouble, and the service writer always responds with “Could not reproduce the problem.” So I’ll be sure to let you know when I do that.

F

ForstalAuthor

Collaborator II

Once again, my brother has had an Arc for over a year and has never done an update to either the hardware or the Sonos app. Matter of fact, he doesn’t even use the Sonos app. It works just fine, he never has dropouts. So your problem has nothing to do with unperformed updates, time to look somewhere else.

Once again, your position is “it didn’t happen to my brother so you’re wrong”.

And please refer to https://support.sonos.com/s/article/4842?language=en_US where you’ll see your brother had to use the Sonos app to set up his Arc.

And, once again, if performing updates brings the sound back, it definitely has something to do with the updates. Or as I stated above, with something set in the system that forces me to update things in order to continue using the system.

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ForstalAuthor

Collaborator II

This is the thread I was referring to. It’s long and you’d have to read a bit to find where people say they are not upgrading. You didn’t have to go looking for it, you can assume I’m not lying to you. As far as other people finding issues unrelated to the issue you report, of course they exist. It does prove your theory is accurate. In fact, I am 99% sure that the “speakers changing to S2 overnight” either was found to be a manual update from someone else or yet unresolved. Certainly doesn’t show that Sonos is turning off the audio till you update all your Sonos apps for your system and your system alone.

I already assumed you weren’t lying to me, but thanks for posting the link.

jgatie

Once again, your position is “it didn’t happen to my brother so you’re wrong”.

And please refer to https://support.sonos.com/s/article/4842?language=en_US where you’ll see your brother had to use the Sonos app to set up his Arc.

And, once again, if performing updates brings the sound back, it definitely has something to do with the updates. Or as I stated above, with something set in the system that forces me to update things in order to continue using the system.

Then you have to answer, why is it not happening to my brother? After all, you seem to have figured out how Sonos is accomplishing this nefarious deed. Does my brother not have this theoretical "flag" you speak of? If no, we are back to you being specifically targeted by Sonos, which is absurd. Meanwhile, the more time you spend on this paranoid nonsense, the less time you have to fix the actual problem, not to mention the less impetus we have for helping you to fix it.

BTW, I set it up for him. He didn't want it for anything but TV, so he never loaded the app. Nice try, though.

F

ForstalAuthor

Collaborator II

Then you have to answer, why is it not happening to my brother? After all, you seem to have figured out how Sonos is accomplishing this nefarious deed. Does my brother not have this theoretical "flag" you speak of? If no, we are back to you being specifically targeted by Sonos, which is absurd. Meanwhile, the more time you spend on this paranoid nonsense, the less time you have to fix the actual problem, not to mention the less impetus we have for helping you to fix it.

BTW, I set it up for him. He didn't want it for anything but TV, so he never loaded the app. Nice try, though.

No, I haven’t figured it out. I’m not a coder, can you not read? I’m simply making a guess as to how it could be happening. Software flags are known in the industry even to someone with experience as oblique to coding as mine.

I never said Sonos is specifically targeting me, I said its happening to me. Unfortunately its not happening to your brother, who has an Arc you somehow set up for him without using an app. If you could let me in on that secret perhaps I could reinstall my system, get rid of the apps, and the problem would be solved.

In any case, there are tech forums absolutely full of people who have identical hardware and software yet not everyone has the same support issues. Go review the support threads for the last ten MacOS or iOS releases, for example. Apple has the tightest hardware and software integration in the history of computing, yet the hundreds of thousands of each model that they sell through each quarter somehow end up playing differently for each customer. Not everyone on the forums has the identical problem. Go look. “I just installed MacOS Salton Sea and now my video out on my MacMini doesn’t work.” and thirty five people will stand up and post “it works for me”.

Sonos, with even tighter hardware and software integration than Apple - because Sonos isn’t fighting the detritus of 35 years of legacy code across several different processor architectures= has the same kind of problems. Scanning the past two years of posts on any player will show you many people who have unique problems. Like mine. Apparently I’m the first person to present this issue. Will I be the only one? Will anyone ever bother talking about it if you hammer them in their thread like you did to me?

I’m still waiting for you to show actual impetus towards fixing this. Everyone else made suggestions which I was able to respond to. You made an actual mistake, dragged down the entire discussion, you refuse to acknowledge this, and now you’re doubling down on projecting this back at me instead of recognizing your error. With insults on top of it.

Please leave this thread. Don’t reply any further, just leave.

jgatie

I set it up using the app on my phone. But keep trying, eventually one of your "gotchas" will stick.
If Sonos is purposefully forcing people to update by setting a flag that stops the Arc from playing, it's a pretty ineffective method if only one owner is actually being "forced" (which is why it's a silly accusation).
Updates cause a reboot, and an IP address renewal, which can temporarily clear up any networking glitches you may be having. I guarantee this is what you are experiencing, and I could give you a relatively easy fix. But since you know so much more than I do, I won't bother.
I am a coder, 30 years as a software engineer. Some of the biggest laughs I get are preceded by the words "I'm not a coder, but . . .".
You do not control this thread. I'll post wherever I damn well please, thank you.

F

ForstalAuthor

Collaborator II

I set it up using the app on my phone. But keep trying, eventually one of your "gotchas" will stick.
If Sonos is purposefully forcing people to update by setting a flag that stops the Arc from playing, it's a pretty ineffective method if only one owner is actually being "forced" (which is why it's a silly accusation).
Updates cause a reboot, and an IP address renewal, which can temporarily clear up any networking glitches you may be having. I guarantee this is what you are experiencing, and I could give you a relatively easy fix. But since you know so much more than I do, I won't bother.
I am a coder, 30 years as a software engineer. Some of the biggest laughs I get are preceded by the words "I'm not a coder, but . . .".
You do not control this thread. I'll post wherever I damn well please, thank you.

So you just admitted it took a phone to set up his Arc. Excellent, thanks for confirming that. There's your gotcha, son. Make your exit now, please.

We haven’t discovered if anyone else has been affected by this. Since many people have been directed to set their systems to automatically update, I doubt we’ll really see any meaningful sample there. In any case, its happening here, and its directly remedied by updating the Sonos controller(s).

Updates to the controllers cause a reboot? On what system? None of my iOS devices and none of my computers have ever rebooted as a result of one of the controller updates. Nice try on your part, buh bye.

I’ve been dealing with self-important people for most of my life, especially within your business. Some of my biggest laughs start with hearing someone say “I am a coder”. In any case your attitude isn’t helping, and you certainly haven’t provided any concrete help.

I don’t control this thread, but neither do you. Bye.

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