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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jgatie

It Will be ready for Top Gun 3 in another 40 years ;)

That joke was lame the first time I read it.

F

FPSJ

Enthusiast II

It Will be ready for Top Gun 3 in another 40 years ;)

That joke was lame the first time I read it.

Sorry for trying to be funny in this world of Sonos chaos

jgatie

Sorry for trying to be funny in this world of Sonos chaos

I apologize. I’m a bit cranky today.

F

FPSJ

Enthusiast II

Sorry for trying to be funny in this world of Sonos chaos

I apologize. I’m a bit cranky today.

No problem

S

Stone love sound

Enthusiast I

I’ve been seriously pissed about this whole debacle with my sound system. I use true play when only using the ark. Then I turn it off whenever I’m using my surrounds with the two subs. It’s frustrating to keep switching like this. I agree with everyone’s venting and frustration. But I am confident that Sonos has too much to lose by not fixing the problem so I expect it to be fixed soon.

Zeek78

Enthusiast II

So i posted this on the sub mini post….

»So I’m guessing the 14.12 update that broke our systems was because the mini sub can’t handle the sound signature of 14.10 ?. Two months and still no fix, no reply on their forum chat but yet they have the time to push new products and reply to questions on the sub mini. What an insult to your old customers. Won’t be investing in sonos anymore. They changed my sound signature and what i purchased it for without giving any choice and no fix. »

What an insult from this company, weeks of complaints on this thread without any reply from them, no reply to emails either but yet they are busy replying to sub mini posts and now removing any comments that could affect sales.

Anyone thinking about the sub mini…read through this thread from old sonos users and make your decision.
I certainly won’t be buying any more since they can trash a perfectly good working system and sound signature in a simple update. To say im angry about wasting thousands is an understatement !!!

And……..surprise surprise , moderators have removed my comment from the sub mini post. They don’t have the time or decency to reply to all of our questions and comments, but they have time to remove comments so as to keep the image looking clean and improve advertising. They also reply to questions concerning the new product.

I think speaking out on social media is the only way to try and get answers. Unfortunately i’m loosing hope. Surely they would have at least given us a date for the fix if they intended fixing the subs.

This…

James L.

Retired Community Staff

Hi all,

We read all of your comments here on the Community and completely understand how frustrating this issue must be for those affected.

Please rest assured that our teams are continuing to work on this issue but we have no further updates on a timescale for a fix right now.

We are continuing to pass on feedback from this and other threads to our development teams so your voices are being heard.

As soon as we have something to share we’ll update you all on this thread.

Cheers,

James L.

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.

O

Ollespappa

Enthusiast II

Hi all,

We read all of your comments here on the Community and completely understand how frustrating this issue must be for those affected.

Please rest assured that our teams are continuing to work on this issue but we have no further updates on a timescale for a fix right now.

We are continuing to pass on feedback from this and other threads to our development teams so your voices are being heard.

As soon as we have something to share we’ll update you all on this thread.

Cheers,

James L.

Well, that wasnt to hard was it James? 😉

You *really* need to work on your communication. We are your present and hopefully future customers.

P

PG80

Producer I

Hi all,

We read all of your comments here on the Community and completely understand how frustrating this issue must be for those affected.

Please rest assured that our teams are continuing to work on this issue but we have no further updates on a timescale for a fix right now.

We are continuing to pass on feedback from this and other threads to our development teams so your voices are being heard.

As soon as we have something to share we’ll update you all on this thread.

Cheers,

James L.

The “but we have no further updates on a timescale for a fix right now” part worries me. It sounds like the fix could be some time away.

Sonos Arc | Sub (Gen 3) | Era 300 || One SL

I

Ian Sives

Enthusiast I

Hi all,

We read all of your comments here on the Community and completely understand how frustrating this issue must be for those affected.

Please rest assured that our teams are continuing to work on this issue but we have no further updates on a timescale for a fix right now.

We are continuing to pass on feedback from this and other threads to our development teams so your voices are being heard.

As soon as we have something to share we’ll update you all on this thread.

Cheers,

James L.

Thank you James for your reply. However 2 months with broken systems, no idea for when it will work properly again, no possibility of a refund when we (the consumer) didn’t break the product is a shocking attitude from your company.

Clearly the solution is not your development teams priority, as the last two updates since 14.12 have been for the new sonos sub. Thats been published in your release notes.

The trueplay function was one of your selling points for your hardware and we no longer have it (well technically yes but it doesn't work). For many of us trueplay ON or OFF, the system is broken. Sonos are not being transparent with its customers as either the testing was not done before the software release or you knew and released it anyway (perhaps in favor of your new sonos mini sub?).

The mini sub may boost your sales back up but unfortunately your present customers are turning their backs on your products. Obliviously you must know this if you check out the posts and complaints all over the social media sites.

I am not a software developer but how hard can it be to roll back to a previous software/firmware?

We can do it with phones, computers etc so it must be possible.

I’m pretty sure this is to do with the release of your mini sub, strange coincidence that our system sound like garbage now just before the release of a new product in the same category of sound.

Perhaps the new sound signature is to suit the sub mini as it can’t handle the 14.10 one?

As you can well see in this thread i am really annoyed and angry with this situation. It has been going on for far too long and with no fix…..TWO MONTHS !!!

I would like to be contacted by sonos to refund all of my sonos equipment, outside of guarantees and the 100 day limit. You sold me a product with trueplay and a sound signature and have changed it without giving any choice. I no longer have the product i originally purchased.

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Changes to volume mapping and impact on Sub output

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