End of Software Support - Clarifications

End of Software Support - Clarifications
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A
Userlevel 4
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If definitive action is not quickly taken to solve this brand-erosion action, Sonos may soon become a meme for disposable speakers. The Sonos brand was built on selling ‘future-proof’, integrated, wireless speaker systems. Without this feature set, there is no advantage to investing in the expensive Sonos ecosystem. Based on these stated features, many customers have had them built-in, and/or kept acquiring newer Sonos speakers to expand their supposedly ‘future-proof’ systems.

Sonos’ fatal flaw is the hard-wired integration of obsolescence-prone ‘proprietary technology’ into speakers which are designed to last decades. I hope the Sonos brand can be salvaged… maybe by developing replaceable smart modules that can control playback on all speakers as slave devices? 

Also, if there is interest in maintaining a reputation as an eco-responsible company, I hope you will rescind/disable your recent and shockingly wasteful, recycle (brick) mode, trade-up policy.

M
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Hey Ryan S, just read in the 10.6 update topic that legacy devices will not be able to stream Spotify from May, is this correct and if so which other music streaming services will also be affected?

jgatie

Hey Ryan S, just read in the 10.6 update topic that legacy devices will not be able to stream Spotify from May, is this correct and if so which other music streaming services will also be affected?

 

If you keep reading in the thread, Ryan answers this question (the answer is you will be able to stream Spotify after May 20).

Ryan S
Userlevel 7
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Hey Ryan S, just read in the 10.6 update topic that legacy devices will not be able to stream Spotify from May, is this correct and if so which other music streaming services will also be affected?

If you keep reading in the thread, Ryan answers this question (the answer is you will be able to stream Spotify after May 20).

As jgatie said, legacy devices will stop getting regular updates in May, but they will absolutely be able to stream Spotify and other services after May. From the CEO’s message in the first post:

While legacy Sonos products won’t get new software features, we pledge to keep them updated with bug fixes and security patches for as long as possible. If we run into something core to the experience that can’t be addressed, we’ll work to offer an alternative solution and let you know about any changes you’ll see in your experience.

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

You used to be able to do it on the PC controller, but it looks like they’ve removed it from the later versions…. On the android controller, it’s under Settings/System/System Updates - there’s a toggle switch for ‘Update Automatically’. You probably also need to stop the apps themselves updating (android and any Apple ones) 

Which raises some interesting questions about how Sonos’ ‘just stop updating and stay legacy’ idea will work. I don’t think it’s possible to stop one individual app updating automatically on iOS, it’s all manual or all automatic.

There have been plenty of times in the past when I’ve gone to use the Sonos app and it’s said ‘no Sonos for you until you let me update*’, which I presume is when the iOS app has gotten ahead of the Sonos software.
So is that going to change now? 

* = This is very annoying and further evidence that Sonos have no idea how to create standard interfaces that are compatible across software versions.

To be fair to Sonos, my understanding is that Apple have their own rules…. I don’t have any Apple products that work with Sonos any more, so can’t really comment. However, you’re quite right that it has been difficult in the past to pin down everything that could update and mess things up. In some ways, the legacy build (and, presumably, separate supporting android and iOS apps) may make things easier.

F
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Sonopad and Sonophone … independent app for older Apple kit on Sonos 

Workes perfectly 

Get it on Apple Store 

 

A

I work in the software/IT industry. I can write code. With that out of the way!


I see no reason that the firmware in “modern” units which have loads of memory and storage could handle two versions of the protocol: modern and legacy. If a legacy unit is added to any group then all modern units would fall back to legacy protocol (and only support legacy functions and capabilities). With all modern units obviously modern capabilities would work.

Did you mean ‘couldn’t handle’?

R
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I work in the software/IT industry. I can write code. With that out of the way!


I see no reason that the firmware in “modern” units which have loads of memory and storage could handle two versions of the protocol: modern and legacy. If a legacy unit is added to any group then all modern units would fall back to legacy protocol (and only support legacy functions and capabilities). With all modern units obviously modern capabilities would work.

Did you mean ‘couldn’t handle’?

Doh! Yes! Kind of messes up the meaning entirely, sorry!

E
Userlevel 1

I got your initial email about obsolescence and recycled 6 devices. I have them sitting by my door to ship to you and then your CEO says “We got this all wrong…” AND IT TURNS OUT I DIDN’T NEED TO DO THAT AFTER ALL. I’M REALLY PISSED. 6 DEVICES = $3600

 

But it’s too late for me? Really? I just got an email from support that said “Thank you for getting back to me and I am aware that email and that is not what this is in reference to. The email sent out by Patrick Spence is in reference to an announcement that went out last Tuesday regarding legacy products no longer being able to update, not the reversal for recycling a product.”

I mean seriously? You don’t see how these two things are DIRECTLY RELATED?

 

FIRST YOU SAID:

 

End of software updates

In May the following products in your system will be classified as legacy and no longer receive software updates and new features. This will affect your listening experience.
ZP100 Dining C-Amp
ZP100 Playroom C-Amp
ZP100 
ZP80 Family Sonos
ZP80 Eric Sonos
Bridge
Play:5 (Gen 1) Kitchen Play5
Play:5 (Gen 1) Master Bath P5


Legacy products were introduced between 2005 and 2011 and, given the age of the technology, do not have enough memory or processing power to sustain future innovation.

Please note that because Sonos is a system, all products operate on the same software. If modern products remain connected to legacy products after May, they also will not receive software updates and new features.

You have options

Continue using legacy products

You can continue using legacy products after May, but your system will no longer receive software updates and new features. Over time this is likely to disrupt access to services and overall functionality.

Trade up legacy products
Save 30% on a new product when you upgrade through the Sonos Trade Up program.

 

THEN, A COUPLE OF DAYS LATER AFTER REALIZING WHAT A TERRIBLE IDEA THAT WAS, YOU SAID...

 

We heard you. We did not get this right from the start. My apologies for that and I wanted to personally assure you of the path forward:

First, rest assured that come May, when we end new software updates for our legacy products, they will continue to work as they do today. We are not bricking them, we are not forcing them into obsolescence, and we are not taking anything away. Many of you have invested heavily in your Sonos systems, and we intend to honor that investment for as long as possible. While legacy Sonos products won’t get new software features, we pledge to keep them updated with bug fixes and security patches for as long as possible. If we run into something core to the experience that can’t be addressed, we’ll work to offer an alternative solution and let you know about any changes you’ll see in your experience.

Secondly, we heard you on the issue of legacy products and modern products not being able to coexist in your home. We are working on a way to split your system so that modern products work together and get the latest features, while legacy products work together and remain in their current state. We’re finalizing details on this plan and will share more in the coming weeks.

While we have a lot of great products and features in the pipeline, we want our customers to upgrade to our latest and greatest products when they’re excited by what the new products offer, not because they feel forced to do so. That’s the intent of the trade up program we launched for our loyal customers.

Thank you for being a Sonos customer. Thank you for taking the time to give us your feedback. I hope that you’ll forgive our misstep, and let us earn back your trust. Without you, Sonos wouldn’t exist and we’ll work harder than ever to earn your loyalty every single day.

 

I WANT MY PRODUCTS WORKING AGAIN OR TO BE COMPENSATED FOR YOU BRICKING THEM AND THEN TELLING ME THEY WON’T BE BRICKED.

P
Userlevel 5
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Ryan

For clarity, if Spotify (or Amazon which I use) change their API on 1st June, will I still be able to stream them?

G
Userlevel 6
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Ryan

For clarity, if Spotify (or Amazon which I use) change their API on 1st June, will I still be able to stream them?

Ryan - I would really like an answer to this question please

This is the single most important question asked on this thread

G
Userlevel 6
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Ryan - please answer with reference to a legacy only system

W
Userlevel 4
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I can definitely confirm that this issue is in fact being taken seriously by Sonos and they are working to come up with solutions. I myself have been very critical on this thread, but now after correspondence sent and a follow up conversation today I fully back Sonos following some truly excellent customer service and attention to my particular issue. I would not have expected such a positive reaction from any company but Sonos delivered today! 

Well done Sonos and thank you for listening. 

A true specialist company that does care about its community!

E
Userlevel 1

They just keep telling me I’m screwed. I already bought 3 new devices as a result of this mess so I guess it worked (for them). Really unhappy. I’ve upgraded things by choice but never have I felt required to do so and put out to pasture or worse have a device literally bricked by a manufacturer.

P
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I can definitely confirm that this issue is in fact being taken seriously by Sonos and they are working to come up with solutions. I myself have been very critical on this thread, but now after correspondence sent and a follow up conversation today I fully back Sonos following some truly excellent customer service and attention to my particular issue. I would not have expected such a positive reaction from any company but Sonos delivered today!

Well done Sonos and thank you for listening.

?

K
Userlevel 5
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I can’t believe they don’t engage in this threat. We have paid big money for your products, and you just don’t care enough to answer relevant and important questions? The arrogance is even worse than the money grab scheme and the semi-lies. 

W
Userlevel 4
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Try reaching out to customer service, you might be surprised at who calls you back. They are totally on this!

E
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I did. Nothing.

P
Userlevel 3
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Try reaching out to customer service, you might be surprised at who calls you back.

I should not have to call customer services should I?

Ryan S
Userlevel 7
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Ryan

For clarity, if Spotify (or Amazon which I use) change their API on 1st June, will I still be able to stream them?

Ryan - I would really like an answer to this question please

This is the single most important question asked on this thread

 

@PeteD and @Goodbye Sonos, that would fall under the umbrella of doing what we can within the constrains of the hardware to fix the issue and update it. Eventually, some services probably will stop working and won’t be fixable. 

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
G
Userlevel 6
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Ryan

For clarity, if Spotify (or Amazon which I use) change their API on 1st June, will I still be able to stream them?

Ryan - I would really like an answer to this question please

This is the single most important question asked on this thread

 

@PeteD and @Goodbye Sonos, that would fall under the umbrella of doing what we can within the constrains of the hardware to fix the issue and update it. Eventually, some services probably will stop working and won’t be fixable. 

Ryan - So you are confirming that a change to google music or spotify after May 2020 (say in June) could render our legacy systems non functional then?

G
Userlevel 3
Badge +3

Ryan

For clarity, if Spotify (or Amazon which I use) change their API on 1st June, will I still be able to stream them?

Ryan - I would really like an answer to this question please

This is the single most important question asked on this thread

 

@PeteD and @Goodbye Sonos, that would fall under the umbrella of doing what we can within the constrains of the hardware to fix the issue and update it. Eventually, some services probably will stop working and won’t be fixable. 

Ryan - So you are confirming that a change to google music or spotify after May 2020 (say in June) could render our legacy systems non functional then?

 

Some context would be useful.

 

When did Spotify or Amazon last change their API, and how frequently have they changed it?

M
Userlevel 4
Badge +1

Hey Ryan S, just read in the 10.6 update topic that legacy devices will not be able to stream Spotify from May, is this correct and if so which other music streaming services will also be affected?

If you keep reading in the thread, Ryan answers this question (the answer is you will be able to stream Spotify after May 20).

As jgatie said, legacy devices will stop getting regular updates in May, but they will absolutely be able to stream Spotify and other services after May. From the CEO’s message in the first post:

While legacy Sonos products won’t get new software features, we pledge to keep them updated with bug fixes and security patches for as long as possible. If we run into something core to the experience that can’t be addressed, we’ll work to offer an alternative solution and let you know about any changes you’ll see in your experience.

Thanks for the reply Ryan S, excuse if I didn’t spot the obvious  there for a second or two but as asked a little further on up, if Spotify change their API the week after I am then stuck? 

W
Userlevel 4
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Try reaching out to customer service, you might be surprised at who calls you back.

I should not have to call customer services should I?

I emailed and got an unbelievable call back the next day. First class company and I take back everything that I ranted about on this thread. Sonos haven't lost it!

J
Userlevel 4
Badge +1

I can definitely confirm that this issue is in fact being taken seriously by Sonos and they are working to come up with solutions. I myself have been very critical on this thread, but now after correspondence sent and a follow up conversation today I fully back Sonos following some truly excellent customer service and attention to my particular issue. I would not have expected such a positive reaction from any company but Sonos delivered today! 

Well done Sonos and thank you for listening. 

A true specialist company that does care about its community!

What has been promised to you that has made you change your opinion? 

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