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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

Headliner I
Mar 25, 2020 7:53 AM UTC

Just correcting course a little. I’m wandering if folks have had chance to digest, analyse and have their take on the very welcome update from Sonos on the S2 concept and scope, the impacted devices and indeed the new potentially welcome benefits.

The thread has been remarkably quiet since this news.

I’m unsure if that’s to do with the current world conditions or we are all really happy with the news. And some of you are very adept in shaking out the data from these things. More so than I.

Interested what we are thinking with this news. 

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Mar 25, 2020 9:07 AM UTC

Just correcting course a little. I’m wandering if folks have had chance to digest, analyse and have their take on the very welcome update from Sonos on the S2 concept and scope, the impacted devices and indeed the new potentially welcome benefits.

The thread has been remarkably quiet since this news.

I’m unsure if that’s to do with the current world conditions or we are all really happy with the news. And some of you are very adept in shaking out the data from these things. More so than I.

Interested what we are thinking with this news. 

Personally, I don’t see that there have been any significant changes… Other than knowing a few more minor details, it’s the same info that we heard months ago.

Hearing that one of the stated reasons for downgrading old kit is so that they can offer ‘hires’, something that they’ve always claimed is pointless, does not impress….

I suspect that most people have something rather more important on their minds at the moment.

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Avid Contributor I
Mar 25, 2020 10:14 AM UTC

This is not really a contribution of any value, I admit.

I was last on this thread when the announcement was made and the fallout was still fresh in the air. It is striking now, to recall how much anger and despair there was at the fact that one might not be able to stream music across legacy and modern units at the same time.

Since then, the world has undergone some changes.

It never hurts to check one’s perspective from time to time.

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Mar 26, 2020 1:13 AM UTC

I went through my anger phase, but knowing that rants are a waste of energy better used for finding solutions, I focused on that and found them in a week or so. These bypass Sonos.

I wrote to Spence the day after his Jan 23 back pedal, and copied Ryan at the latter’s request, suggesting that the way to gain some credibility for the “wanna regain your trust” thing is by cancelling the recycle nonsense right away. Whether my suggestion had any effect at all isn't the point, which is that it took Sonos weeks to do just that, losing any chance of capturing goodwill for that decision.

Three weeks ago I emailed Spence and Ryan, telling them it may be a good idea to put the May event on ice, to gain some goodwill and show some leadership before external events force their hand. Now it is too late again, and all they can do is go up and down with the virus wave.

On which point, just a day into what is looking like a calamity worse than the virus in India - the 21 day all India lockdown - I am veering around to thinking that fundamentally, Trump may have had it right all along, with some balancing and course corrections to his thinking that getting everyone to work again is the best way of dealing with this. And if so and he is proved right, I will be the first to cheer Sonos going forward with the May event for what it will mean - the world is getting back to normal. I don’t need Hi Res, and I will stay forever in legacy mode, but that is irrelevant.

Circling back to the point, I think that this thread is quiet because people have sensibly decided to worry about what they can control and what is short term. I see plenty of active threads, although because I am somewhat distracted managing things in my life just now, I haven’t the bandwidth to contribute.

 

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Avid Contributor I
Mar 31, 2020 3:57 PM UTC

While it is finally quite in here 😉 i just had to Ask 1 thing, am i the only 1 that thinks this wont happen again in many many years? Maybe the 64MB migth run into some problems in a few years but i mean 32MB for so many years gotta make the 128/256/512 pretty safe for many years to come 10-15? I Don’t expect 64mb to last another 10 years i know it dosnt work like that but the 128 and up gotta be able to last for atleast 1 decade, 

play5 gen1,32MB 11 years, i dare to say 128Mb and 256mb atleast 10+ years ;D 

i Don’t know, Maybe i just love sonos to much 

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Chris
Lead Maestro
Mar 31, 2020 4:05 PM UTC

Technology can change so fast we all have no clue - my current Play:1s and Play:3s sit at 64mb ….. how long (I give them 3-4 years maybe).  One question is though with Play:1s especially they may be able to write the software so even then they could be used as surround rears (where they are just slave units anyhow).   So maybe possibility Play:1s with 64mb still in use 7-8 years from now.   I mean once they get to that 10yr mark there is always possibility of internals just giving out.

 

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Airgetlam
Mar 31, 2020 4:10 PM UTC

No, I don’t think you’re alone in that thought. Given how long Sonos has been able to maintain their software up in the current limited memory, I suspect they’ll be good in keeping within the expanded limit….but it all depends on how ‘large’ new features are. There’s no great way I’m aware of to predict future things like that.
 

So, I wouldn’t want to guaranty another 15 years before this needs to happen again, but I’d sure be surprised if it was substantially less, such as less than 10. But no one knows, so Sonos is doing the best prediction they can by saying 5 years from the last point the item is on sale on the Sonos website as a ‘new’ product. 

I look at it much like early computers. Who knew that a ‘386 and a Meg of memory wouldn’t run Windows 10? ;)

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Bruce
melvimbe
Mar 31, 2020 4:21 PM UTC

While it is finally quite in here 😉 i just had to Ask 1 thing, am i the only 1 that thinks this wont happen again in many many years? Maybe the 64MB migth run into some problems in a few years but i mean 32MB for so many years gotta make the 128/256/512 pretty safe for many years to come 10-15? I Don’t expect 64mb to last another 10 years i know it dosnt work like that but the 128 and up gotta be able to last for atleast 1 decade, 

play5 gen1,32MB 11 years, i dare to say 128Mb and 256mb atleast 10+ years ;D 

i Don’t know, Maybe i just love sonos to much 

Rhetorical question?  The majority of your posts have been in this thread.  I think you know that others have a similar view as you.

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Danny
Avid Contributor I
Mar 31, 2020 4:36 PM UTC

Yeah good points!

but i cant help to think that sonos dont Want to go down this road again, atleast not With the 128/256 speakers, also the amount of time it took to fill up 32mb im confident in the sub and play5 gen2 to work for 10 years, but when i got my 2 play 5 i made up my mind that i will be more than happy to use the trade up program to get 2 new play 5’s, i made peace With it but the longer they work the Better ofcourse :) 

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Trending Lyricist I
Mar 31, 2020 11:30 PM UTC

Just thinkin’. The eventual demise of legacy speakers will most likely result from their inability to feep up with future technolgy changes of streaming sites (eg. Spotify). So, before that time comes, if a person didn’t update Spotify, but instead kept the current version, woudn’t that keep the legacy speakers compatible with Spotify?

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