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Ryan S
Retired Sonos Staff
Jan 22, 2020 3:20 PM UTC

End of Software Support - Clarifications

  • Dec 8, 2022 11:29 AM UTC
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End of Software Support - Clarifications

We announced yesterday that some of our oldest Sonos products will be moving into a legacy mode in May of 2020. Our commitment is to support products with regular software updates for a minimum of five years after we stop selling them, and we have a track record of supporting products far longer. 

Here is some public information we’ve shared, gathered into one place to respond to some of your questions in one easy thread, so that people can find the correct information easily.

Beginning in May, software updates and new features from Sonos will only be delivered to systems with only modern products.

After May, systems that include legacy products will continue to work as before - but they will no longer receive software updates or new features. 

Sonos will work to maintain the existing experience and conduct bug fixes, but our efforts will ultimately be limited by the lack of memory and processing power of these legacy products.

We don’t expect any immediate impact to your experience, but access to services and overall functionality will eventually be disrupted, particularly as partners evolve their own services and features. 

 

Customers with both legacy and modern products have time to decide what option is best for them. You can continue to use your whole system in legacy mode - in this case, it will stop receiving updates and new features. 

You will also be able to separate your legacy products from your modern products, so that the modern products can still receive updates and new features, and legacy products can still be used separately. We’ll have more information on how to do this in May when you can take that action.

Another option available to all customers with legacy products is to take advantage of the Trade Up program, which allows you to upgrade older Sonos products to modern ones with a 30% discount. Trade Up will be open to customers at any time should they decide to upgrade. 

We recognize this is new for Sonos owners, just as it is for Sonos. We are committed to help you by making options available to you to support the best decision for your home.
 

If you have any further questions, please don’t hesitate with asking.

Update 2/22: A message from our CEO

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.

If you have any further questions please don’t hesitate to contact us.

 

Patrick Spence
CEO, Sonos

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4256 replies

Mar 22, 2020 9:43 AM UTC

On my continuation of streaming services worries - from being laughed at four days ago, to this today:

https://www.digitalmusicnews.com/2020/03/19/netflix-is-lowering-stream-quality-to-preserve-bandwidth-is-music-streaming-next/

Of course this is for just the EU, the US is exempt, no?

Hi Res, anyone?

Sonos cancels May event - any bets for which day next week?:joy:

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Headliner I
Mar 22, 2020 9:57 AM UTC

On my continuation of streaming services worries - from being laughed at four days ago, to this today:

https://www.digitalmusicnews.com/2020/03/19/netflix-is-lowering-stream-quality-to-preserve-bandwidth-is-music-streaming-next/

Of course this is for just the EU, the US is exempt, no?

Hi Res, anyone?

Sonos cancels May event - any bets for which day next week?:joy:

What I heard on CNN was that this is in fairness preventative rather than essential. They also had Verizon’s top boy on saying they had no such need at that time US wise … mind that was probably three days back. Was purely what I heard on the news. I’d say we could all do with life in SD rather than 4k UHD for a while :-)

Our VM service has stuttered a few times but could be absolutely anything and could measure as individual events not a trend.

I guess some stressing is inevitable as so many are taking to using the wires to communicate over. Today will be an interesting test of that in the UK .… Mother's day and the advise (quite reasonably) is to not visit, stay at home and find other ways to do the honorable things. 

 

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Mar 22, 2020 10:59 AM UTC

For once, India is showing the way. The whole country of 1.4 billion people are on a voluntary curfew today from 7 am to 9 pm, and I am honestly in awe of how much people are cooperating - and we are a people that love breaking every civic rule unless visible force is there to implement it.

Today, all cities are still; even the stray dogs are quiet because they are completely confused, even shocked by the absence of the usual hubbub.

But when all are at home how else to communicate but over the net; and to binge watch?

Because this drill of today is merely to prepare us for a longer lockdown, and to identify for the government where enforcement needs to be present to ensure mandatory compliance in the days ahead.

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Enthusiast II
Mar 22, 2020 3:54 PM UTC

My view is that if the NSA or China or Aliens have nothing better to do than listen to all the banal things that go on all day in billions of households such as mine, this means they are sleeping on threats to security or on opportunities to invade.  I doubt they are that stupid.

The Huawei kind of things are far too complex and layered for me to comment on in any way, and there may well be merit in those concerns. 

You got this all wrong.

No one is going to sit and listen to YOU specifically, they use software to listen to EVERYONE, and then the software will decide, based on some ruleset it is programmed to, if you are a bad person.

If there is a mistake or if you say words that are not meant in any bad way, but interpreted by the “AI” then you will be put under more surveillance.

 

Saying “I dont care about my privacy, because i have nothing to hide” is just the same as saying “I dont care about free speech, because i dont have anything to say”.

 

Usually, when someone makes something, someone else finds a way to misuse it. Maybe some hacker gets access to your microphone and listens in and finds out something about you that is not illegal, but might be embarrasing if everyone knew. Maybe you have a special sexual preference that is not illegal, but you dont want everyone to know.

Well, there is great potential for extortion then.

In my country, at some point in the past, some crooks began sending out bill’s for call’s to sex-lines.

Totally bogus, but you would be surprised to know that a lot of men paid the bill, instead of contesting it, mainly because they knew they would have a hard time convincing their spous that they did in fact not make these calls.

Maybe sometime in the future when sonos has been listening in on your conversations (Not saying they do, but who knows in the future). They know all of your preferences, so they can show you targeted advertising. Google has been accused of this quite a bit, and even i have had an example of me, talking on the phone with someone else about a product i had never heard of and never searched for online, only to find that my google adspaces were suddenly filled with adverts for this particular brand of product.

Also, if i do searches online for “sonos” i will get sonos ad’s which is how google works, but even my wife gets sonos ads on her phone when she browses the internet from the internet connection at home, because google knows we are together, as our phones always connect to the internet from the same internet connection.

So next time you search for “inflatable love sheep” remember that you might get a stern talking to, by your wife when these kind of items pops up on her google ads.

 

Also…..You are safe, as the microphone power is in parallel with the LED so if one is on, the other is as well, is not very helpful, who has their sonos speakers mounted in such a way that you can see the LED on top of the unit in everyday situations.

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jgatie
Mar 22, 2020 4:34 PM UTC

 

 

Also…..You are safe, as the microphone power is in parallel with the LED so if one is on, the other is as well, is not very helpful, who has their sonos speakers mounted in such a way that you can see the LED on top of the unit in everyday situations.

 

Just a clarification on this feature - If you never set up a voice control service, the microphone cannot be turned on, and the LED need not be obsessively checked.  If that is not enough to allay your fears, then I don’t know what to say.  

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Enthusiast II
Mar 22, 2020 4:51 PM UTC

 

Just a clarification on this feature - If you never set up a voice control service, the microphone cannot be turned on, and the LED need not be obsessively checked.  If that is not enough to allay your fears, then I don’t know what to say.  

Let me put it this way.

I dont ever want to use these voice features, so the microphone is totally irrelevant to me.

Why do you think that TV manufacturer’s that just a few years back were announcing in a big way that their tv had a camera, have scrapped this feature.

Also….Cisco also said that their phones could not be listened in to when the receiver was hung up …

Their claims did not age well

 

A device with a microphone and/or a camera, that does not support a feature that i want, is just not something i would want in my house.

I tolerate my phone as it can not function without it, but my phone is always put in a special place where the microphone can not hear anything, but i can hear if it is ringing.

 

You will maybe change your mind when sonos or some similar voice assistant product is hacked and info leaked.

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jgatie
Mar 22, 2020 5:06 PM UTC

Been hacked before. Called Fitbit, got it back on my account.  Changed all my other passwords that were similar.  Done in about an hour.  Scary, yes.  However, I'm far more concerned about my banking and purchasing apps being hacked than Sonos or Alexa knowing my conversations, which is why I enable 2 factor authentication wherever I can.  Being behind my firewall, Sonos is last on my list to require that type of security.

Obviously, YMMV.  Doesn't make either of us right or wrong.

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Headliner I
Mar 22, 2020 10:00 PM UTC

For once, India is showing the way. The whole country of 1.4 billion people are on a voluntary curfew today from 7 am to 9 pm, and I am honestly in awe of how much people are cooperating - and we are a people that love breaking every civic rule unless visible force is there to implement it.

Today, all cities are still; even the stray dogs are quiet because they are completely confused, even shocked by the absence of the usual hubbub.

But when all are at home how else to communicate but over the net; and to binge watch?

Because this drill of today is merely to prepare us for a longer lockdown, and to identify for the government where enforcement needs to be present to ensure mandatory compliance in the days ahead.

We saw this on UK TV today and everyone commented how disciplined. And damn those are big cities. Impressive.

Am a fairly hefty traveller in my work sphere (80 returns a year) but never yet had the opportunity to visit India. Can you believe this year ‘was’ the year. On Ice.

 Unlike our own folks skiing down hills in Scotland and walking up mountains in Wales in droves. I’m not a panicker or over reactor indeed and can be accused of playing stuff down a tad too much maybe but the pictures on TV are nuts. Total lack of respect, discipline and consideration for the other guy and his people.

I hope this bauds well for the people there in the time to come.

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Mar 22, 2020 10:19 PM UTC

 

No one is going to sit and listen to YOU specifically, they use software to listen to EVERYONE, and then the software will decide, based on some ruleset it is programmed to, if you are a bad person.

 

I did know that this isn't being done by people listening on headphones sitting in a van outside my home.

I am sure you also know that every cell phone call you make is heard in the way you describe, and I am dubious about the claim that what's app messages are safe/private, being encrypted.

I am paranoid where I need to be for banking and purchasing using 2 factor.

I also do not use a debit card because that leaves me having to argue with a bank that has the disputed amount in its pocket - I use credit cards from banks I do not bank with, so any argument can be conducted with an intact bank balance.

In my case it may help that I am over 60 and left with little energy or motivation to be naughty. It is the same circumstance that permits me to listen to music without obsessing that it is not hi res.

YMMV.

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Mar 22, 2020 10:38 PM UTC

I hope this bauds well for the people there in the time to come.

So do I. We need the firebreak of two weeks of such a total lockdown - that the curfew has now morphed into - if a country of our size is to get a fighting chance of success against a menace, by breaking it down to manageable proportions.

Since 2002, when he was head of one of our states, I have detested our PM and his divisive politics - to my thinking there are frightening parallels with Adolf Hitler and Germany in 1930. But for now, I have to say that his leadership has been masterly, rising to being a statesman that is talking to all Indians effectively. Once we are out of this, I will go back to evaluating him on merits. If he is successful, he may even have a good epiphany. But that is something for a post corona world.

Digression over.

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