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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

Avid Contributor I
Apr 20, 2020 8:25 PM UTC

I already knew it Ken_Griffiths, but thanks anyway.

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Apr 21, 2020 4:37 AM UTC

@ursula1000 : I have about 12 sonos speakers in 4 audio only zones, because I have never in the past felt that Sonos made sense for my home cinema needs for which I have a dedicated room - and even so, with just a quality stereo amp and 2 HiFi speakers for the audio needs of a large plasma screen. The speakers are so good that I don't even need a subwoofer for movie effects.

In my case, I am using most of my zones in mix and match mode already even for pure audio because of poor Sonos voice control capability - I have Echo devices from the simple Dot to a more featured Show 8 wired to line in jacks on my Sonos devices.

Therefore for me, this Sonos decision merely accelerates my departure from Sonos where mix and match will mean staying in legacy mode, and replacing such Sonos kit that suffers hardware failures in future years.

With some application of mind, it is possible for anyone that wishes to leave the Sonos bandwagon, to do so with no inconvenience.

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Lyricist I
Apr 25, 2020 10:55 AM UTC

I am a long time Sonos user and have spent thousands of dollars on your products. I am no longer going to spend a single penny on your products any more. 
 

I don’t even own these ”obsolete” products. I’m just worried now you’re going to do the same thing to the speakers I bought only 4 years ago. I can’t trust any speaker you sell today will become obsolete in a couple of years. I want my system to continue to receive updates and work with older speakers.

 

What a shame. I felt so much loyalty to Sonos

Agree totally

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Lyricist III
Apr 29, 2020 2:16 AM UTC

Thank you for accelerating my decision to get rid of my Sonos products.  It is amazing how quickly one decision can destroy a brands reputation.  Good luck, I will never buy your products again….and will share this with others. 

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Trending Lyricist I
Apr 30, 2020 6:20 PM UTC

I’ve been following this for a long time, and have 5 zones, of which only two are “modern”. Ironically of the two Connect:amps only one is S2 compatible, plus a Play 3.  And a Boost, also S2.

Now what I still utterly fail to understand is down to this: Sonos net is a mesh network, porting digital audio around the house over WiFi, in my case mostly from a NAS drive with FLACs, a little internet radio and Spotify occasionally.  My existing Connect (actually a ZP90, though I have a spare unused Connect still in its box which somehow Sonos think I’ve registered!) manages this task beautifully despite having a tiny amount of memory and storage.  Audio quality (into a high end Audiolab/KEF setup) is absolutely excellent and it never buffers, yet this is achieved with only the smallest amount of memory in the entire range.  As far as I can see, the Connect is not on its own doing any of the clever stuff required to play Spotify or access internet radio.  So - why can’t there be just ONE “smart” component that can do the clever stuff and then simply send the audio to all the other components?  If I was designing an optimised system, that is what I would do.  Why on earth is this not possible?  Come on, Sonos, the world isn’t full of millennials with a couple of Ones, plus an iPhone, who only stream online music.  We know that a single component can be used to add new features to a system, witness the addition of one Airplay-compatible component (e.g. a One or a Symfonisk) can currently add AirPlay compatibility to the entire system. So the smart features DO NOT need to be in every component!

 

Until this fundamental question is answered, Sonos stand accused of pulling the wool over a huge community of users. Give us a smart new Boost, it needn’t have any audio output, let it it feed audio to all components over WiFi, job done.  We would happily buy a new Boost every few years to keep up to date.

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jgatie
Apr 30, 2020 6:32 PM UTC

If this mythical “Smart Boost” were viable, and Sonos is really “pulling the wool”, why are the legacy units all limited to just 32 MB RAM/storage, and all the modern devices have more?  The Play:3 and Playbar are far older than the modern Connect units.   If Sonos is truly pulling a cash grab, those ancient devices would go too, RAM/storage capabilities be damned, right?  

Or maybe the mythical “Smart Boost” isn’t viable after all.  Occam’s shaving implement. 

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melvimbe
Apr 30, 2020 7:08 PM UTC

 We know that a single component can be used to add new features to a system, witness the addition of one Airplay-compatible component (e.g. a One or a Symfonisk) can currently add AirPlay compatibility to the entire system. So the smart features DO NOT need to be in every component!

 

You’re making assumptions about what smart features are going to be added to S2, and that they are all component based.  We already know that one of the features is Hi Res audio.  That obviously would involve changes in how the audio is transported digitally between components in some way.  How would that be a feature for some devices but not all.  Would it be acceptable that the system not allow grouping of Hi Rez capable speakers with non-capable speakers?  Maybe some sort of system where the audio sent to legacy devices get a downgraded signal.  And how would that work with the mesh network, where it’s going to be sending signals in different paths depending on the resolution of the current signal.  Will that be stable.  And does it make sense to make all the changes for Hi Res audio, but some other feature can’t be worked around in a similar manner. 

 

 

 

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Danny
Trending Lyricist I
May 5, 2020 10:21 PM UTC

So the new Sonos Five is officially on the way. Man would I be PO’d if I had traded up to Gen 2’s.

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Airgetlam
May 5, 2020 11:41 PM UTC

I’ve only seen rumors and speculation so far. Can you point to confirmation, please?

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Bruce
Trending Lyricist I
May 6, 2020 12:02 AM UTC

See   Pocket-LInt : “New Sonos Five and Sonos Sub suggest a major refresh is coming.”

Also 9 to 5 Mac :   “ Upcoming ‘Sonos Five’ and 3rd-gen Sonos Sub pictured in leaked photos”

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