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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Show previous replies

K

Kumar

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.

Not quite. Write a letter to the seller, quoting Sonos statements in this thread that:

The sound sold to you has been changed
The communication of the change was not as good as it should have been
There is no Sonos declared time when you will get your preferred sound back.

Ask for a full refund based on this. Any refusal, get it in writing.

Armed with all the above, approach the consumer protection court/tribunal in your area asking that the seller be directed to take back the product after giving you a full refund.

K

Kumar

@coinhunter

I am afraid you may have a problem; you bought the unit a few days ago, after the new update has been released. So you cannot claim that the sound you preferred from before this update has been taken away.

Your only chance is if the retailer has a no questions asked return policy of the kind Sonos offers for all new products they sell.

C

coinhunter

Contributor I

@coinhunter

I am afraid you may have a problem; you bought the unit a few days ago, after the new update has been released. So you cannot claim that the sound you preferred from before this update has been taken away.

Your only chance is if the retailer has a no questions asked return policy of the kind Sonos offers for all new products they sell.

You are right. I hope Croma will be kind enough to get this back or maybe a replacement of Sony sound system equivalent to the amount so they don’t have to refund.

Thanks anyway. Appreciate it.

M

MrZeDark

Trending Lyricist I

I had confidence you would get this serious issue (more for some than others) fixed in an appropriate amount of time.

The key here is the past tense usage in the second word.

C

Cristian-Bogdan

Lyricist I

Ok, I just bought sonos arc and sub gen3. I paid a lot of money thinking I read only great things about sonos. After the agony of installing sonos arc, which took me 2 hours of pain to connect a wi-fi connection, I listened to sonos system for the first time and I had the impression that I was deaf, it was very weak and the bass was non-existent. I hope that sonos will fix what they have ruined and return to the established and praised sound that made me buy the system.

D

dpg50000

Enthusiast II

Add me to the list of frustrated users. I have a Beam Gen2 with 2 Sonos One’s as rears and a sub. Since the update, the sub has definitely been neutered. Even with the sub level set way up, the output is incredibly weak compared to pre 14.12.

N

nikid

Enthusiast II

Ok, I just bought sonos arc and sub gen3. I paid a lot of money thinking I read only great things about sonos. After the agony of installing sonos arc, which took me 2 hours of pain to connect a wi-fi connection, I listened to sonos system for the first time and I had the impression that I was deaf, it was very weak and the bass was non-existent. I hope that sonos will fix what they have ruined and return to the established and praised sound that made me buy the system.

Return it whilst you still can. Be one of the lucky escapees, unlike myself and others sat waiting for a return to how it all acted and sounded in 14.10

R

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Changes to volume mapping and impact on Sub output

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