Retired Community Manager

14.12 Update

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.

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I

Ian Sives

Enthusiast I

@Ken_Griffiths

You need to look at Peter pees latest video ’trueplay breaks sonos sub’ then perhaps you will understand what so many of us are experiencing.

what you haven’t spoke about is when peter pee speaks about users being affected by bugs where the sub bass is no longer working as before. Trueplay on or off. Im definitely in this case. Im currently listening to dance music with the sub set at +15 and i can hardly hear feel the bass. It used to shake the walls and i could feel it resonating. After buying the system i should not be subjected to these sort of problems. Sonos is not professional in their update releases. You can give all the excuses you want for Sonos but they have ruined the experience for many people that have spend thousands on their equipment. You are one of the lucky ones that haven’t been affected.

Sonos you suck !!!

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N

nikid

Enthusiast II

You must be the only free minded , good natured , everything is positive, and nothing can be wrong…in this forum.

Yes, I guess my glass is never half-empty.🤷‍♂️

Ken, you seem a nice enough chap and it's evident you dedicate a huge amount of your personal time to these forums and to those in need. I'm truly grateful for the time you have taken to respond to me personally. However (and it's up to you if you want to fall off that fence) a lot of us are very wound up, outraged, saddened, whatever you want to call it, with what's happened here. Sonos admitting this TruePlay issue is just one of the few issues that we've got with this update. New volume mapping (seen as intended, so we may have to live with this) but also the sheer difference in sound the Arc itself now produces is what bugs us the most. The fact that suddenly 2 years later after a huge success with many people purchasing it, they have changed what it sounds like and have had the absolute cheek to deem it (in their opinion, not ours, they heard it first) an improvement is utterly shocking in terms of having it forced upon us. Now, you maybe a Sonos superfan and payroll wannabe like some others who are responding to this thread but I personally have invested a huge amount of my hard earned cash into this setup and what's happened in the space of just a 3 minute firmware update is quite frankly disgusting. I know a lot of people appreciate your thoughts and suggestions but please also bear some empathy for the vast majority of us here who feel stripped of their once loved expensive investment. Thanks

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Ken_Griffiths

@Ken_Griffiths

what you haven’t spoke about is when peter pee speaks about users being affected by bugs where the sub bass is no longer working as before. Im definitely in this case. Im currently listening to dance music with the sub set at +15 and i can hardly hear feel the bass. It used to shake the walls and i could feel it resonating. After buying the system i should not be subjected to these sort of problems. Sonos is not professional in their update releases. You can give all the excuses you want for Sonos but they have ruined the experience for many people that have spend thousands on their equipment. You are one of the lucky ones that haven’t been affected.

Sonos you suck !!!

I did me best to try to cover the points with the Sub. If you checkout Peter Pee’s 4 videos on this topic and the original post from Staff here, they are each saying the same thing and that is if you have an Arc/Sub combo (with, or without, surrounds) there’s no advantage to increasing the Sub level slider when TruePlay is enabled. (Note: that is different advice for users who have a Beam, or Ray, with Sub combo).

Their suggestions to ’restore’ the Arc/Sub to the 14.10 audio output levels, are that the user needs to switch off TruePlay and increase the volume slider about 10-15% (It was approx 10% in my own case). If that doesn’t return the sound to ‘almost’ what you had before the v14.12 update (or as near as dammit), then it maybe another issue entirely, in which case, I can only suggest calling Sonos and speak with their Support staff..

The Peter Pee videos show exactly (in more detail) what steps are needed to be put in place until Sonos put out an update to resolve the Sub frequency issues and the changes are backed up with his frequency output comparison charts pre/post the 14.12 update. (See his 4 videos).

Peter Pee’s findings in his latest video also now confirm what Caroline V. mentions in her post at the start of this thread.

According to @Bumper I say too much here already, but I’m only trying to highlight the things mentioned by the Sonos Staff and Peter Pee’s own findings and how the information does, at least, match.

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T

Thatskigut

Lyricist I

Went to watch a movie and was at a loss didn't even know an update had happened. Just knew something was off. The arc is super quiet now and only sounds right at higher volumes. Somewhere around 50 I can hear voices but below that it's like watching a movie with the audio in another room

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ThatSkiGuy

K

Kumar

The fact that suddenly 2 years later after a huge success with many people purchasing it, they have changed what it sounds like and have had the absolute cheek to deem it (in their opinion, not ours, they heard it first) an improvement is utterly shocking in terms of having it forced upon us.

Now, you maybe a Sonos superfan and payroll wannabe like some others who are responding to this thread but I personally have invested a huge amount of my hard earned cash into this setup and what's happened in the space of just a 3 minute firmware update is quite frankly disgusting.

Both points made very well.

To the first, I am surprised at the extent of the change that seems to have been made; this does not look like a tweak. Breaking a system bought for the way it sounds simply isn’t done, especially when the fix is neither optional like Trueplay tuning is, or reversible.

I recall there was a long running problem with the sound from the Base(?) earlier and I wonder if any poster remembers how long that took to fix. I also recall that it did ultimately get fixed. Knowing how long that took may be a useful data point for those afflicted today, that are waiting on Sonos to restore their system to sound like what they bought it for.

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R

Rohit Sharma

Listener

Wonder loan customer helpline Care number √8452949394//8276861162✓rollfree call now 24x7 house available jankariWonder loan customer helpline Care number √8452949394//8276861162✓rollfree call now 24x7 house available jankariWonder loan customer helpline Care number √8452949394//8276861162✓rollfree call now 24x7 house available jankari

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Flare

Prominent Collaborator I

Hi Sonos,

When can we expect the update that fixes the issue with Trueplay and the sub when paired with the Arc?

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Ken_Griffiths

Hi Sonos,

When can we expect the update that fixes the issue with Trueplay and the sub when paired with the Arc?

I doubt Sonos can really answer this, as it may depend on how their own testing goes - but Sonos very rarely announce their development roadmap in any case.

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Nathan Bugeja

Lyricist III

Peter Pee’s video regarding this issue perfectly explained what’s happening when TruePlay’s activated.

Looking forward to getting a software update developed, tested and released as soon as possible to resolve the problem I’m experiencing.

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A

Anonymous

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.

I have an Arc linked to Sub with two rear Ones and can’t begin to explain how awful the sound profile is now. So I bought an £800 sub not to now be able to hear it. Sonos, when will a fix be made available? To make matters worse the control for sub level and for true play have now been removed from the app!!!?! Is this because a fix is on the way?

I have invested heavily over the last couple of years into the Sonos brand and I find it utterly unforgivable that sound profiles are changed to the point that either a product sounds completely different (without the ability to reverse or control this) or in this case for a product to no longer perform as it should.

It’s frustrating that problems like this consistently occur in the Sonos ecosystem and then take months to resolve. By the time all bugs are fixed, we’ll be placed with needing to invest in their next new version of the product… not happy

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Changes to volume mapping and impact on Sub output

Changes to volume mapping and impact on Sub output

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