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.

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

Show previous replies

Dogdad

Headliner III

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.

If they just changed it to the 14.10 update specs…it would all be over.

S

Stone love sound

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.

Couldn’t have said it any better

M

msf

Lyricist III

Thank you for your post James, we understand it’s not your call to give us timelines.
The only responsible person for this is your SEO, who must understand how bad the situation is. Sonos is not a cheap system and you cannot afford to play with your customers this way.
I cannot imagine how angry the people will be if there is no fix (new fixed firmware) next week and we have to wait another month. He MUST understand that this is top priority now!

P

Pottsy320

Enthusiast I

Hi James,

You have the fix already. It's your 14.10 code.

B

blunderdome

Enthusiast I

...and completely understand how frustrating this issue must be for those affected…

I love how this implies that the number of people affected by this is a small minority of owners. As if it doesn’t affect every single setup that involves an Arc paired with a sub. As if we’re supposed to believe that we’re just the unlucky ones and that somewhere out there is a sub/Arc combo running the 14.12+ update that doesn’t drop the low frequencies with TruePlay enabled.

Regardless, this is not the update we were expecting or wanted to hear. It’s outrageous that it’s now been two months and Sonos doesn’t have a timeline for a “fix”.

Here’s a thought - I’ve owned Roombas now for years and occasionally they’ll push a bad update out. When that happens there’s no way for the end user to roll the update back BUT you can contact support and they’ll roll the update back for you. Why not do something similar here? That way only “affected” users get rolled back and you guys can continue work on a fix for the masses.

jgatie

...and completely understand how frustrating this issue must be for those affected…

I love how this implies that the number of people affected by this is a small minority of owners. As if it doesn’t affect every single setup that involves an Arc paired with a sub. As if we’re supposed to believe that we’re just the unlucky ones and that somewhere out there is a sub/Arc combo running the 14.12+ update that doesn’t drop the low frequencies with TruePlay enabled.

Regardless, this is not the update we were expecting or wanted to hear. It’s outrageous that it’s now been two months and Sonos doesn’t have a timeline for a “fix”.

Here’s a thought - I’ve owned Roombas now for years and occasionally they’ll push a bad update out. When that happens there’s no way for the end user to roll the update back BUT you can contact support and they’ll roll the update back for you. Why not do something similar here? That way only “affected” users get rolled back and you guys can continue work on a fix for the masses.

There have been posters in this very thread who are not experiencing this problem with an Arc and a Sub, so that negates your claim right there. An informal poll on Facebook reflected the same. Also, the fact people unaffected are not as likely to seek out this thread or the poll, never mind post to them, lends credibility to Sonos' statement that it is only a certain subset of users affected.

B

blunderdome

Enthusiast I

...and completely understand how frustrating this issue must be for those affected…

I love how this implies that the number of people affected by this is a small minority of owners. As if it doesn’t affect every single setup that involves an Arc paired with a sub. As if we’re supposed to believe that we’re just the unlucky ones and that somewhere out there is a sub/Arc combo running the 14.12+ update that doesn’t drop the low frequencies with TruePlay enabled.

Regardless, this is not the update we were expecting or wanted to hear. It’s outrageous that it’s now been two months and Sonos doesn’t have a timeline for a “fix”.

Here’s a thought - I’ve owned Roombas now for years and occasionally they’ll push a bad update out. When that happens there’s no way for the end user to roll the update back BUT you can contact support and they’ll roll the update back for you. Why not do something similar here? That way only “affected” users get rolled back and you guys can continue work on a fix for the masses.

There have been posters in this very thread who are not experiencing this problem with an Arc and a Sub, so that negates your claim right there. An informal poll on Facebook reflected the same. Also, the fact people unaffected are not as likely to seek out this thread or the poll, never mind post to them, lends credibility to Sonos' statement that it is only a certain subset of users affected.

“Not experiencing” and “not perceiving” are two very different things. Would love to see the result of a frequency sweep on supposedly unaffected systems.

This isn’t a Windows update where two people can get the update and have very different experiences. We’re all running the same hardware and the same software. If two identical pieces of kit can get the same firmware and then have two WILDLY different end results then SONOS would have a much bigger problem on their hands.

jgatie

“Not experiencing” and “not perceiving” are two very different things. Would love to see the result of a frequency sweep on supposedly unaffected systems.

This isn’t a Windows update where two people can get the update and have very different experiences. We’re all running the same hardware and the same software. If two identical pieces of kit can get the same firmware and then have two WILDLY different end results then SONOS would have a much bigger problem on their hands.

Not everyone has the same TV, and not everyone uses the same streaming device(s). I for one trust the majority of people to be able to hear what they hear. No such thing as golden ears. I also trust Sonos to not lie to their customers. I back that up by saying i know what a widespread problem looks like on this forum, and it's not 22 pages in a few weeks, it's hundreds of pages in a few days.

B

blunderdome

Enthusiast I

There have been posters in this very thread who are not experiencing this problem with an Arc and a Sub, so that negates your claim right there. An informal poll on Facebook reflected the same. Also, the fact people unaffected are not as likely to seek out this thread or the poll, never mind post to them, lends credibility to Sonos' statement that it is only a certain subset of users affected.

“Not experiencing” and “not perceiving” are two very different things. Would love to see the result of a frequency sweep on supposedly unaffected systems.

This isn’t a Windows update where two people can get the update and have very different experiences. We’re all running the same hardware and the same software. If two identical pieces of kit can get the same firmware and then have two WILDLY different end results then SONOS would have a much bigger problem on their hands.

Not everyone has the same TV, and not everyone uses the same streaming device(s). I for one trust the majority of people to be able to hear what they hear. No such thing as golden ears. I also trust Sonos to not lie to their customers. I back that up by saying i know what a widespread problem looks like on this forum, and it's not 22 pages in a few weeks, it's hundreds of pages in a few days.

TV and streaming devices are not a factor - the issue is on the SONOS side of the equation.

I’m not talking about golden ears or “what people can hear”. Those are subjective measures of an objective problem.

It’s nice that you’re so trusting. I, for one, have trouble trusting a company that has ruined a product that I paid a decent amount of money for and has now spent two months minimizing or ignoring that issue.

jgatie

TV and streaming devices are not a factor - the issue is on the SONOS side of the equation.

I’m not talking about golden ears or “what people can hear”. Those are subjective measures of an objective problem.

It’s nice that you’re so trusting. I, for one, have trouble trusting a company that has ruined a product that I paid a decent amount of money for and has now spent two months minimizing or ignoring that issue.

HDMI and CEC are notoriously unreliable when it comes to standards, they are also very interdependent. It wouldn’t be the first time a certain combination of HDMI/CEC hardware caused a problem which appears to be only soundbar related.

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Changes to volume mapping and impact on Sub output

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