I have an issue with my Sonos Roam where the volume will drop from high to low when streaming Spotify.
I've tried factory resetting the Sonos Roam. I've tried moving it closer to the router and it only happens on my Sonos Roam and not on my Sonos Move which is on the same network. It even happens when the two speakers are paired together and it only happens on the Roam.
Submitted diagnostics
Moderator Edit - Recorded and removed diagnostics.
Best answer by Airgetlam
While there is likely data in the diagnostic that we can’t see, you’ve posted here, rather than calling Sonos Support to discuss it, so we in the public will likely need more information.
Are you using the Sonos app to stream, or are you using Spotify Connect? Does your system have a voice command system installed, and is it possible it is reacting to a heard (or mis-heard) wake word? Does this same thing happen with other streams, or is it only Spotify?
Additional information might be helpful. Or, if you want to stick with Sonos Support instead, that’s fine, you just need to call them, they don’t “live” in these forums.
If you want a response to a diagnostics submission you must contact Sonos support.
Is this only on Spotify?
While there is likely data in the diagnostic that we can’t see, you’ve posted here, rather than calling Sonos Support to discuss it, so we in the public will likely need more information.
Are you using the Sonos app to stream, or are you using Spotify Connect? Does your system have a voice command system installed, and is it possible it is reacting to a heard (or mis-heard) wake word? Does this same thing happen with other streams, or is it only Spotify?
Additional information might be helpful. Or, if you want to stick with Sonos Support instead, that’s fine, you just need to call them, they don’t “live” in these forums.
ah ok, thanks.
And thanks for the responses.
Using Spotify Connect. I don’t unfortunately use any other media sources on the Roam or the Move.
No there are no Voice assistants installed.
It is also a recent thing, I have had this same setup for 2-3 years and not had this issue before.
I personally suspect it’s a recent software bug either with the Roam or Spotify.
Factory Reset rarely resolves fundamental issues and is mostly a waste of time. Plus, it destroys diagnostic data that SONOS support could have used to discover the issue. Submit a diagnostic within 10 minutes of experiencing an issue.
Thanks for the extra data, it’s helpful.
Sonos doesn’t do much to (in my knowledge) data that is streamed from Spotify Connect. It basically receives the data, and plays it. I’d be looking at issues on the ‘other side’, essentially Spotify’s servers, but it’s good you submitted the diagnostic, there’s hard data in that, I suspect, that neither of us have access to which would identify where the volume change comes from. You just need to call in to get someone to look at it ;)
I’d have bet even money on a voice recognition issue, based on your description, but it seems I would have lost that bet!
Just a thought... the Roam has automatic Trueplay capability. Is is turned on and causing the volume changes?
Do you have house guests who play SPOTIFY from their phone on your system? This connection can survive when the guest leaves your home, however, I don’t think that this connection will survive a Factory Reset. (I have not tested this.)
I do have other people in the house who use Spotify connect but it also happens when I have put their phone on airplane mode (for testing)
Yes, Trueplay is on but the volume drop is significant (i.e. from 75% to 20%)
I do have other people in the house who use Spotify connect but it also happens when I have put their phone on airplane mode (for testing)
Yes, Trueplay is on but the volume drop is significant (i.e. from 75% to 20%)
Turn it off as a test?
Are you saying the volume control slider moves, on it’s own, from 75% to 20%?
Submit another diagnostic and call sonos support? That’s what they’re there for. Maybe your Roam has developed a hardware issue.
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
