Retired Sonos Staff

End of Software Updates for Legacy Products

Related content:Software

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Please note that we’ve created a new thread with some clarifications to questions that have come up several times in this thread. Please see here to continue the discussion if you still have any questions. The information contained in this thread is outdated and may no longer be accurate.

We have some important news regarding our oldest Sonos devices shared on the Sonos Blog today. The text of that blog post is being included here for your convenience:

Starting in May 2020, some of our oldest products will no longer receive software updates or new features. We want to explain why and your options.

When we first set out almost 20 years ago to invent the technology to easily listen to any song in any room, most of the ways we listen to music today did not exist. In fact, the first Sonos products were introduced before the first iPhone was announced and when Myspace still ruled social media.

In order to invent multi-room music and smart speakers, we combined the worlds of high-fidelity audio and computing. Every Sonos product has a microprocessor, flash memory, and other hardware components typically found in computers and smartphones.

Since launching our first products, technology has advanced at an exponential rate; from streaming services and voice assistants to wireless networking and Bluetooth capabilities. Through all of this transformation, we have continued delivering new features via software updates. We’re extremely proud of the fact that we build products that last a long time, and that listeners continue to enjoy them. In fact, 92% of the products we’ve ever shipped are still in use today. That is unheard of in the world of consumer electronics. However, we’ve now come to a point where some of the oldest products have been stretched to their technical limits in terms of memory and processing power.

This coming May, these legacy products—our original Zone Players, Connect, and Connect:Amp (launched in 2006; includes versions sold until 2015), first-generation Play:5 (launched 2009), CR200 (launched 2009), and Bridge (launched 2007)—will no longer receive software updates or new features.

Today the Sonos experience relies on an interconnected ecosystem, giving you access to more than 100 streaming services, voice assistants, and control options like Apple AirPlay 2. Without new software updates, access to services and overall functionality of your sound system will eventually be disrupted, particularly as partners evolve their technology.

To help you through this transition, we’re providing two options:

Option 1: Continue using these legacy products, recognizing that your system will no longer receive software updates and new features.

Option 2: Trade up to a new Sonos product with a 30% credit for each legacy product you replace.

If you’re not sure if your products are affected, you can check in the System tab in your sonos.com-account

If you choose to participate in the trade up program, your legacy products will be put in Recycle Mode, a state that deletes personally identifiable information and prepares these products for e-recycling. Recycle Mode also protects unsuspecting people from buying legacy products that are approaching the end of their useful life and won’t provide the Sonos experience customers expect today. Recycle Mode will only apply to the legacy products listed above.

We ask that you take your legacy products to a nearby certified e-recycling facility. This is the most environmentally friendly way to recycle. That said, if there isn’t a facility in your area, we are happy to pay for you to ship your products back to Sonos for responsible recycling.

Ideally all our products would last forever, but for now we’re limited by the existing technology. Our responsibility here is threefold: build products that last a long time; continually look for ways to make our products more environmentally friendly through materials, packaging, and our supply chain and take responsibility for helping you through the transition once products near the end of their useful life.

We’ve always believed in freedom of choice, whether that means choosing a certain streaming service or way to control your listening experience. We hope the choices provided here—continuing to use these products without new software updates or trading up to our modern products—enable you to make the choice that’s right for you.

We are honored to have a place in your home and want to make sure that we help continue to bring the best experience we can, even when products reach the end of their useful life.

More information.

Please let us know if you have any questions.

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.

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N

NeedSleep

Renowned Enthusiast I

Without sifting through the thousands of very angry responses and probably thousands more to come, can anyone tell me if and how to continue using my legacy products with my non-legacy products?

Andy, no one can say for sure 100% as Sonos has said more information about this will be coming in May.

But with the information they've put out so far, it sounds like new Sonos devices will not be updated as long as you have "legacy" Sonos devices connected. In effect they will hold updates to your new devices hostage until you remove your old devices.

B

britcowboy

Enthusiast II

Sonos owners, who happen to know which way to hold a screwdriver, should be offered an option to buy an upgraded motherboard at a nominal fee.

https://www.ifixit.com/Guide/Sonos+Play+5+Motherboard+Replacement/87677

I like your thinking - that is if a new generation motherboard was able to fit the old speaker layout. This is better than buying a completely new product for a rip off cost.

I’d actually be willing to pay a reasonable cost to send it away to be upgraded by an approved Sonos engineer. Sonos could then also recycle the old motherboard responsibly too. I’d also then expect a decent warranty on the upgraded product and some kind of promise that it wouldn’t be discontinued in a substantial time period.

Indeed, I’d be up for this, it solves the issue of old equipment having insufficient resources, it solves the issue of chucking away perfectly good hardware, it will presumably be significantly cheaper than a full replacement (even with 30% off..) and it’s better for the environment. Win win.

P

Para

Lyricist II

I had to check, was it first of April or not?…

I have invested over the years quite an substantial amount of money on your products, nowhere has it been stated that you can/will/intend to do as you state now. The upgrade option is not an option since in a few years those speakers will become obsolete as well and same situation will arise.

Also not insignificant in the upgrade option with 30% discount is to consider that when I checked for me that since you claim that tax and shipping is excluded I will have no saving since I live in Sweden where there is a state tax of 25%-so nice discount…

The challenge for SONOS is to keep the customer base and not alienate it as you do now, if you continue on this track and go forward I’ll move my money elsewhere to other solutions, that actually is cheaper and more or less catching up on you. I have stayed and reinvested in new “Move” since your solution has been reliable and during the year I had plans to expand further in the house-but no more since this message-all those thoughts now will go to other solutions.

D

Donlinch

Lyricist II

So I've been having a dig around the Sonos web site today, like you do, and came across the "refurbished" sales area and they have some good kit in there including some Ones (Gen 1) !

Interesting I thought so I clicked on the link and it takes you to some info pages and part of that is some FAQS.

I've screen shot the particular part of the text about compatibility which makes interesting reading. As this is very different to the information I was sent yesterday .

What concerns me here is :- either the web site is misleading and they are not being fully open and honest about the ongoing compatibility of the product they are selling, or, the information I was sent yesterday was misleading as this clearly stated they have plans which could affect the ongoing performance of my Gen 1 products ?

I appreciate the view that 'tech changes live with it' but this was not what I was sold.

My Sonos kit is a system based around a number of products (different styles and designs) that were sold on the basis that they were compatible with each other. I could play the same music in each room should I wish etc etc

My system started with a couple of Play Ones and about a year later I added a Play Five - I've now found out the five is generation one despite it being newer!

I then dug my vinyl collection out and purchased a decent turntable playing through my Sonos via a Connect which I also now find is generation one !

I just hope they realise what a mistake they have made here and how many very upset customers they currently have !

A

attacama40

Headliner I

Trite by comparison to the entirely understandable anger being expressed but I was recently in a session that asked what brands we personally associate with. Sounds childish but folks get paid huge money to analyse that sort of stuff and it absolutely affects how we spend our hard earned.

Mine was something like:

Intercontinental Hotels
Emirates
British Airways
Polestar
Boss Black
Sonos
Tumi

Yeah a sickening list in one sense but it is pretty much true good or bad as that may be and I’ve spent a fortune with each of them except Polestar, but guess which one isn’t on the follow up list?

Again, technical arguments aside, Sonos is (or has been) an aspirational product for many of us. A ‘go to’ … it worked, it made you feel good and it was good.

Hands up anyone left feeling good today?

Hands up anyone not affected but now fearing the future?

I get the need for change but a clear road-map should be published TODAY by Sonos on impact. I.e:

If I want to stay ‘as is’ and just enjoy music, what do I do?

If I want to benefit from new whistles and bells, what do I do?

If I want to separate ‘usable old for the landfill’ products from ’shiny ok for now new ones’ how do I do that?

This would lessen the impact on those of us not inclined to actually really think about law suits or contacted the BBC or Sky. Those of us who just want to ‘feel good’ about our purchases and brands.

Ryan S did in fairness try to address some of that message earlier as best he could but with respect we (the high spending customer looking to feel good about product and brand) should expect a much clearer message.

Unless I was unclear ….

I do not feel good about Sonos.

It is a tarnished brand.

I lost thousands of pounds overnight.

I am no longer a Sonos evangelist encouraging others to buy

I am unlikely to spend more pounds …. unless I get a clear road-map similar to the above

I sincerely hope there there were a lot of mobile and conference calls and sms’s amongst Sonos senior management last night.

I also hope there is a large stressed meeting room full of Sonos ‘decision makers’ this morning considering how to repair this tsunami of bad news.

44 pages of high earning, high spending, wounded but rational Sonos owners are unlikely be wrong.

I hope someone prints this off and takes into said meeting and that someone sighs deep, and says…

….. OK LETS FIX THIS!

Not to push my own thread but should the focus not be now on forcing a response? Withing the next 24 hrs? Be fair allow a little time.

We are clearly all hacked off, lost money, faith and we 95% concur on things. But how about we focus on expecting a response?

N

Nyenga

Lyricist II

No ones listening to what I have posted, just ranting so I’m out.

I wish you all luck and I hope the penny drops.

K

Kumar

Without sifting through the thousands of very angry responses and probably thousands more to come, can anyone tell me if and how to continue using my legacy products with my non-legacy products?

Andy, no one can say for sure 100% as Sonos has said more information about this will be coming in May.

But with the information they've put out so far, it sounds like new Sonos devices will not be updated as long as you have "legacy" Sonos devices connected. In effect they will hold updates to your new devices hostage until you remove your old devices.

With the caveat that May will bring more clarity to the response below:

The holding hostage referred to in the last bit quoted is actually a good thing. Because as soon as the update is applied, the legacy products can no longer be used by you, as things stand today.

P

PerfectSound

Lyricist III

Yesterday I was in shock. Now I really feel sadness.. That’s the biggest feeling at the moment.

I’ve been very loyal customer for a long time.

1pcs - Bridge

1pcs - Sonos One

1pcs - Sonos Three

3pcs - Sonos Play:5 GEN1

1pcs - Sonos Play:5 GEN2

I’ve been thinking about Sub, playbar etc.. Not anymore. I don’t feel that Sonos respects me and my support for the company. End of updates means that in the future the same thing will happen again. If you will buy more devices today maybe in the next year you will get an email which will say that no more updates for GEN2 products because now there is coming GEN3 …

Of course you can do updates for old devices also if you want. Just give basic stuff for the old devices and all new features (Voice control etc..) which will need more techinal things will get the extra updates. You should be able to run all devices on the same system. New stuff will be able to get updates version 2 and old devices will get updates version 1. Yes there is technical limits if you want to use voice assistant etc. but if you want to use the speaker for listening the music there is not any technical limitations for that with Play:5 Gen1! That’s for sure.

I don’t feel this is even legal to do stuff like this. At least not in Europe. You will buy very expensive system and few years later you will get message: “System will eventually be disrupted because you will not get any more updates”… Think about it. This is a speaker. Not a new phone or that kind of thing!

I’m very sorry that I’ve been so bad customer that I deserve this kind of treatment. Maybe some other manufacturer will want my money in the future and will treat me as a good customer?

A

attacama40

Headliner I

No ones listening to what I have posted, just ranting so I’m out.

I wish you all luck and I hope the penny drops.

Think the 1100 odd posts are all on the same page. There’s a huge amount of data to take on board. Rationalising it all out is harder for sure.

But it’s important they get the message so your comments are far from wasted.

L

Lomas

Lyricist III

Patrick Spence is the CEO of Sonos. He joined Sonos in 2012.

He is now a legacy product and should be unsupported.

Click the like button below if you think he should be removed as CEO

Drop him an email too

patrick.spence@sonos.com

He’s invited questions, just in case he doesn’t have a logon to this community or see the Press reaction.

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