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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Dogdad

Headliner III

UPDATE: Two weeks ago I sent a letter tp Patrick Spence, President and CEO of SONOS, which told him that my ARC + Generation 3 Sub = two SL Ones were unlistenable due to the 14.12 upgrade. I have not received a reply from him, or from anyone else. Even with the treble set at -8, the sound from the ARC sounds very tinny. Because I am months out of the return period, I am unable to return the equipment to SONOS. I am an honest person. There is no way that I would sell the system to an uneducated buyer. I am ready and able to create a You Tube video that shows me setting fire to the equipment. The stock has gone down over 60 percent in about a year. Perhaps they are intentionally destroying their products to help someone who has shorted the stock. Maybe I should file a complaint with the SEC. Ditto, a complaint with the Consumers Protectin Bureau might be a good idea. I, like so many others, have waisted over $2,000 on the Yugo of the audio equipment world. I hereby request from you any suggestions on what I need to do now.

You won’t get a reply from him…if any reply is given, it will be from just a customer rep. Your email is handed to someone else.

F

FPSJ

Enthusiast II

How hard could it be if ANYONE from Sonos just can write a reply and give us som godamn info?

like ”We are working on it” or ”we wont do anything about ut” just so we know!?

And IF, I say IF They actually are working on a fix. Will it be ready for Top Gun 3 in another 40 years or in like a Month? Pls just give us some info!!!

jgatie

How hard could it be if ANYONE from Sonos just can write a reply and give us som godamn info?

like ”We are working on it” or ”we wont do anything about ut” just so we know!?

And IF, I say IF They actually are working on a fix. Will it be ready for Top Gun 3 in another 40 years or in like a Month? Pls just give us some info!!!

They’ve stated several times that they are working on it. Until such a time as they rescind that statement, or release the fix, you can assume that statement is true. Because after the Audible and Google Assistant fiascos, they will never give a schedule again.

M

msf

Lyricist III

The more i read and wait for a fix, the more i cannot understand how can you release such a firmware and state that "now it even sounds better"?!?!!? Sound engineers tested it, beta testers listened to it.... and they approved it. This is unbelievable! Trueplay is fundamental feature and one of the main reasons for me to buy sonos. It's obvious that the sound lacks of low base and the system sounds terrible. Now you have to either choose for good clarity with trueplay on (woody bass), or muffeled sound - without trueplay. For me the package box of my sonos system now adds more value than the product itself. Maybe they need to rethink the nature of their business. Sorry to express it this way, but thats how i feel.

W

wilwong829

Enthusiast II

UPDATE: Two weeks ago I sent a letter tp Patrick Spence, President and CEO of SONOS, which told him that my ARC + Generation 3 Sub = two SL Ones were unlistenable due to the 14.12 upgrade. I have not received a reply from him, or from anyone else. Even with the treble set at -8, the sound from the ARC sounds very tinny. Because I am months out of the return period, I am unable to return the equipment to SONOS. I am an honest person. There is no way that I would sell the system to an uneducated buyer. I am ready and able to create a You Tube video that shows me setting fire to the equipment. The stock has gone down over 60 percent in about a year. Perhaps they are intentionally destroying their products to help someone who has shorted the stock. Maybe I should file a complaint with the SEC. Ditto, a complaint with the Consumers Protectin Bureau might be a good idea. I, like so many others, have waisted over $2,000 on the Yugo of the audio equipment world. I hereby request from you any suggestions on what I need to do now.

Wait until Sonos releases the fix. If you still don’t like the way it sounds after the fix, sell the speakers. You won’t have any problems selling them and getting most of your money back since the Arc is in high demand. And just because you don’t personally like the new sound profile doesn’t mean it is the same for everyone. My Arc setup still sounds great after the update. Odds are the person you sell your speakers to will feel the same.

Unfortunately I don't know you and we are miles away... otherwise I really want to hear how great your system sounds 😅😅

I

IMSmitty

Lyricist III

Hey Sonos, just in case you aren't getting the message and think that it's only a minority of users unhappy with the 14.12 update. Here is a real live survey from a Sonos Users Social Media group. To date (out of 229 votes) 77 (33%) people say 14.12 made the sound worst, 79 (34%) people say it made no difference, and 45 (19%, THE MINORITY) people say it sounds better.

Almost the majority of people in this data set think 14.12 made it sound worst. If you combine those unaffected with the disgruntled, that's 67% of this data set either see no difference or are unhappy with inferior sound. This data set suggests a truly unsuccessful update. The numbers don't lie!

The. People. Have. Spoken.

Also, I'll add for context: Thinking the 14.12 update made the sound worst "is not" the popular opinion to have in this referenced social media group where this poll was taken.

You know you need to add “no difference” and “made the sound better” and then compare it against “made it worse” right?

"You know you need to add..." is an incorrect statement. There are many different ways to present the data. What you are suggesting is simply "one of those ways", but not a "necessity" lol. I presented the data in the format I chose most appropriate for the point I was making. Feel free to do the same, but at the end of the day neither is a "necessity."

I

IMSmitty

Lyricist III

Updated results of the Poll taken in a Social Media Sonos Users Group about the 14.12 update and how users thought it impacted their system's sound.

Note: 34% (97 votes) say this update made the sound profile worse, 34% (97 votes) say it made no difference, and 18% (53 votes. Least of these 3 options) say this update made the sound profile better.

DEAR SONOS, PLEASE PRESENT SOME TYPE OF ROUTE FOR USERS TO REVERT BACK TO THE 14.10 FIRMWARE SOUND PROFILE.

SINCERELY,

A VERY LARGE PORTION OF YOUR CUSTOMER BASE

Disclaimers:

-I did not conduct this survey, - this survey is somewhat general in nature, -there are 284 total votes in this survey.

*If you desire a more targeted poll (ie broken out by different groupings of equipment/etc) or find this data set size to be insufficient, please feel free to perform your own survey(s).

C

coinhunter

Contributor I

I just got my Sonos Arc (no sub at the moment) and got the update as soon as I connected to wifi. Based on my experience so far, the sound depends on the content. There are content which has good mix and I get good dialogue and sound stage and there are some which are just worst and I can’t even here people talking properly even when the speech enhancemet is turned on. So now I’m thinking if I made the wrong investement. The whole reason for buying this soundbar is because of the clarity when it comes to dialogue (as advertised and posted by netizens) so I don’t have to turn the subtitles on.

I hope Sonos can come up with fix on this issue or set different profiles when listening so users have the option to choose rather than forcing them to use certain profile. This is bad user experience considering it is one of the “premium brands” out there.

For those who are in India, can I still return this and get a refund? Is there such policy here? I have the receipt and the box.

Dogdad

Headliner III

I just got my Sonos Arc (no sub at the moment) and got the update as soon as I connected to wifi. Based on my experience so far, the sound depends on the content. There are content which has good mix and I get good dialogue and sound stage and there are some which are just worst and I can’t even here people talking properly even when the speech enhancemet is turned on. So now I’m thinking if I made the wrong investement. The whole reason for buying this soundbar is because of the clarity when it comes to dialogue (as advertised and posted by netizens) so I don’t have to turn the subtitles on.

I hope Sonos can come up with fix on this issue or set different profiles when listening so users have the option to choose rather than forcing them to use certain profile. This is bad user experience considering it is one of the “premium brands” out there.

For those who are in India, can I still return this and get a refund? Is there such policy here? I have the receipt and the box.

Take it back..no one knows if Sonos will correct this issue. You can always buy it later if they get it resolved. This volume issue sucks!

C

coinhunter

Contributor I

I just got my Sonos Arc (no sub at the moment) and got the update as soon as I connected to wifi. Based on my experience so far, the sound depends on the content. There are content which has good mix and I get good dialogue and sound stage and there are some which are just worst and I can’t even here people talking properly even when the speech enhancemet is turned on. So now I’m thinking if I made the wrong investement. The whole reason for buying this soundbar is because of the clarity when it comes to dialogue (as advertised and posted by netizens) so I don’t have to turn the subtitles on.

I hope Sonos can come up with fix on this issue or set different profiles when listening so users have the option to choose rather than forcing them to use certain profile. This is bad user experience considering it is one of the “premium brands” out there.

For those who are in India, can I still return this and get a refund? Is there such policy here? I have the receipt and the box.

Take it back..no one knows if Sonos will correct this issue. You can always buy it later if they get it resolved. This volume issue sucks!

I was kind of thinking the same, but not sure if such return policy exist here in India. Customer service is so bad here. They won’t take it back unless it is “defective”. This will be challenging.

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Changes to volume mapping and impact on Sub output

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