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Changes to volume mapping and impact on Sub output

 

Thank you for your feedback regarding the recent 14.12 software update with Enhanced Clarity for Arc. 

 

In this update, we made a change to Arc’s audio profile to improve dialogue clarity and the overall sound experience. This change is based on feedback from our listeners in the field and brings Arc in line with our other Home Theater products, resulting in a more accurate representation of the sound as intended by the content creator. 

 

The updated tuning adjusts the spectral balance of Arc+Sub to achieve a more accurate representation of the sound and an improved sound experience. While the Arc+Sub output capability remains the same,  the mapping of volume across the 0-100% range has been adjusted with this release which means low and mid volume levels are relatively lower compared to the previous tuning so you may need to adjust the volume slider to achieve your pre-update volume level. The maximum volume and bass output are unchanged. We acknowledge that this change was not made more clear in the release notes and in the future we’ll be sure to make sure we communicate these rare changes more effectively. 

 

Please note, we have identified an issue for some users of Arc, Beam and Ray whose configuration includes a Sub (with or without surrounds), who may find their Sub output is lower than desired after performing a new Trueplay tuning. 

 

Users with Beam or Ray bonded with Sub can increase the Sub level for a more powerful low-end response, however this won’t have the same impact for Arc users. Customers using Arc bonded with a Sub (and/or surrounds) who find their Sub output is lower than desired following performing a new Trueplay tuning, should temporarily disable Trueplay on Arc until this is addressed by an upcoming software update. 

 

Trueplay tunings for Home Theater configurations without a bonded Sub are unaffected, including standalone soundbars and those bonded with surrounds only.   

 

 

If you would like any assistance adjusting the sound of your Home Theater setup, the community is here to help. You can also contact Sonos support.

 

Moderation edit:

With the 14.18 software update, the above mentioned issues have been addressed, and the Enhanced Clarity for Arc adjustments are retained. There was a clear preference within our community for the previous volume settings, and these have been restored. This will be apparent immediately after updating to 14.18. The Trueplay issue has been fixed. Customers who experienced a lower Sub level after performing Trueplay after updating to 14.12 will need to update their systems and then perform a new Trueplay tuning in order to address these improvements in their system. Customers will hear a more powerful low end response, meaning any Sub level adjustments made after 14.12 should no longer be required.

Well……..no update

So I guess Sonos cares more about new customers then old ones. 

 

This whole sorry epioside leads me to believe they don't care about any customers.

Ok, then I hope I can swallow my words later today.

Hi all,

Later today there will be a software release and whilst we have been working to deliver the fix you have been waiting for, it’s not ready yet.

We understand that it’s disappointing that this has not yet been resolved.

We can assure you that we’re working on making sure the Sub performs as it’s expected, and we’ll let you know as soon as there is any news.

James,

Thank you for the communication.

 

Is it not possible to revert the Arc and Sub combo to the software that you already have that is known to work?

Hi all,

Later today there will be a software release and whilst we have been working to deliver the fix you have been waiting for, it’s not ready yet.

We understand that it’s disappointing that this has not yet been resolved.

We can assure you that we’re working on making sure the Sub performs as it’s expected, and we’ll let you know as soon as there is any news.

 

WOW!  This is quite amazing.  Given the track record of 1 update per month, people will have to wait until the 3rd week in October I guess.  Just Wow.  

It’s totally clear now,
Sub mini killed the ARC and his bigger brother!

No futher comments needed...

Like I said this is the new signature sound....

Hi all,

Later today there will be a software release and whilst we have been working to deliver the fix you have been waiting for, it’s not ready yet.

We understand that it’s disappointing that this has not yet been resolved.

We can assure you that we’re working on making sure the Sub performs as it’s expected, and we’ll let you know as soon as there is any news.

I know I said that I have zero expectations from you, but damn, you just never cease to amaze me.

Keep up the good work! 

Please give us the opportunity to go back to 14.10 until you have a fix. It isn’t acceptable that we have to wait this long for a fix! 

Please give us the opportunity to go back to 14.10 until you have a fix. It isn’t acceptable that we have to wait this long for a fix! 

I’m afraid that’s simply too logical

Please give us the opportunity to go back to 14.10 until you have a fix. It isn’t acceptable that we have to wait this long for a fix! 

I’m afraid that’s simply too logical

2,5 months with a ruined system isn’t acceptable.

We all have paid a lot of money for our systems. Sonos ruined our sound with their update (and admitted this). 


I really believe they are working on a fix, but you can’t tell me it will take this long. I just don’t think it has their top priority.

If it had top priority, it would have been fixed weeks ago already.

Hi all,

Later today there will be a software release and whilst we have been working to deliver the fix you have been waiting for, it’s not ready yet.

We understand that it’s disappointing that this has not yet been resolved.

We can assure you that we’re working on making sure the Sub performs as it’s expected, and we’ll let you know as soon as there is any news.

You make it sound like it's just a problem with the sub, the sound signature has been changed and ruined on the Arc, is that going to be fixed/rolled back to actually sound like the product I paid for ? I find it totally unexpectedle that I no longer have the product I paid for, surely software updates should never change the sound signature, if I wanted my soundbar to sound like voices were coming from a gramophone horn and no wide soundstage I would of paid under £100 and expected no more, however I paid £800+ for one that I took the time to listen to and liked the sound of, stupidly I then went on to buying 2 one sl’s, a sub G3 and a beam 2 I now very much regret that.. I no longer have the product I paid for or the confidence in this company. Please can you inform us if the sound signature of the Arc is going to be returned to pre 14.12 update ? 

This company simply updated their most expensive product in a flawed manner. Unbelievable.

HOW!?!

omg this is crazy! Im speechless!!!

I Will never EVER buy another product from

you!

 

I Will not recommend you to Anyone!!!

You are losing alot of customers now worldwide!

HOW!?!

omg this is crazy! Im speechless!!!

I Will never EVER buy another product from

you!

 

I Will not recommend you to Anyone!!!

You are losing alot of customers now worldwide!

Nothing left for us to do except for spreading the word as much as possible and warn everyone to stay away from this company like their lives depend on it.

Hi all,

Later today there will be a software release and whilst we have been working to deliver the fix you have been waiting for, it’s not ready yet.

We understand that it’s disappointing that this has not yet been resolved.

We can assure you that we’re working on making sure the Sub performs as it’s expected, and we’ll let you know as soon as there is any news.

Well, I guess I was right.

Sonos cares more about it's new customers then it's current ones. They basically killed their sub to sell their sub mini.

I will not update today, things may become even worster. I can expect everything from them and dont want to play sonos casino ...

2 months since 14.12 and no fix. And in the best case the fix will come at 3 months with how Sonos introduces software updates. 

 

Sonos themselves acknowledged the issue on 1 August and as of 20 September the only update we have is “we are working on it, don’t really know when we’ll find the solution”.

 

Seriously that’s just bad customer service. And I actually thought that was one of Sonos’ strong points.

 

I think they are trying to do something that satisfies everyone, they want to fix the issue for the people that don’t like 14.12 and later but also don’t want to go back to the complaints that they received that made them introduce the “enhanced clarity” of 14.12. 

 

From my experience when you try to satisfy everyone you satisfy no-one. I have serious doubts at this point that the solution when it finally arrives will be satisfactory to any people following this forum.

 

OMG!!!! 3 Months!! I spend more than 2000€ for nothing!!!!

Hi all,

Later today there will be a software release and whilst we have been working to deliver the fix you have been waiting for, it’s not ready yet.

We understand that it’s disappointing that this has not yet been resolved.

We can assure you that we’re working on making sure the Sub performs as it’s expected, and we’ll let you know as soon as there is any news.

As it was mentioned many times in this thread the problem is not only with subtle Sub performance, but also with subtle Arc performance. Now Sonos One SL from my theater setup (Arc+Sub+2xSL) sound better than Arc, even TV speakers sound better than Arc

You pay for Rolls-Royce (Arc), but after one year you wake up (firmware update) and you have only Skoda (Arc mini) and the company says that this is OK: It's Not a Bug, It's a Feature (improvements to the clarity of Arc’s audio while playing dialogue)

So will sonos make us wait another month for the full release? Really sounds like sonos wants to fix the bug but will make us wait extra time for a fix. 

So will sonos make us wait another month for the full release? Really sounds like sonos wants to fix the bug but will make us wait extra time for a fix. 

I doubt we will ever see a fix that returns the sound signature we had before this is the new signature we may get truplay working again but the arc is now an expensive centre based bar but hey it's got clarity 

At least when I need a hearing aid I won't need it to watch TV...

I find it ironic that the people most affected are those with the most expensive home theatre configuration. So the people who paid the most are the ones having to wait 3 months for a fix for something they were at fault for actually updating software.

 Bottom line here is…NEVER allow auto updates.  Updating software can make your system worse and have to wait at least 3 months in the hope it might go back to normal.

 

 Wow. just Wow

I’m amazed this isn’t getting more media attention. I don’t really feel those at the company are in any rush.  Clearly its 5-10min exercise to roll back a software update . Sorry guys but super lame. Don’t think you need 3 months LOL

Sonos is terrible at solving the situation, I work in a large gaming IT company, and if there is some kind of production incident, it is fixed as soon as possible (few hours to fix or rollback), NOCs can call you even at night and bring you to work. 
I am very surprised how a company that knows how much their products cost, which positions itself as premium, can treat its customers so irresponsibly.

I really regretted that I didn’t buy a top-end soundbar from Samsung instead of Sonos Arc, but I will save my friends, colleagues and acquaintances from buying any Sonos company products.

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