Retired Sonos Staff

End of Software Support - Clarifications

Dec 8, 2022 11:29 AM UTC
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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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ToniD

Lyricist III

These speakers work perfectly. A local issue that you could resolve fairly easily if you tried rather than rant on here.

I have tried for 3 days to work around this problem, and it isn’t the first time it has happened. I even had Bestbuy Geek Squad out. They couldn’t figure it out either, other than to say the new App isn’t compatible. So, think before you try to make someone look bad.

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John B

OK. I apologise for that. But the Best Buy Geek squad are talking rubbish. Are you willing to give it another half an hour?

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John B

The first point to note is that your speakers are not 'legacy' but are still fully supported.

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ToniD

Lyricist III

OK. I apologise for that. But the Best Buy Geek squad are talking rubbish. Are you willing to give it another half an hour?

I appreciate your apology. I am 67 years old and not at all tech savy, but when the Geek Squad couldn’t even find the problem, I lost it. These speakers, as you know, weren’t cheap. Just a senior-citizen who wanted to enjoy Christmas music. Lord knows there hasn’t been much to enjoy of this year.

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John B

I am happy to try to help. Let's give it a go. What is the current situation? Are you currently using the S1 or S2 Sonos system and app?

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ToniD

Lyricist III

I am happy to try to help. Let's give it a go. What is the current situation? Are you currently using the S1 or S2 Sonos system and app?

You are very kind. The S2, but it isn’t able to locate my speakers. Even on the rare few minutes that it located them earlier today, it showed that music was playing, but no music was coming out. No, my mute wasn’t on. The Geek Squad did a reset, and that seemed to work for a while, but after about 10 minutes, the speakers lost connection again.

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John B

If you mean the little bars going up and down was an indication that music was playing it doesn't indicate that

Do you know what they reset? Just the app or also the speakers?

If necessary, do you have an Ethernet cable that would allow you to wire one of your speakers to your router?

Do you have the S1 controller installed as well as the S2?

Sorry for all the questions.

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ToniD

Lyricist III

No problem with all the questions. I don’t have an ethernet cable. The router is a Nighthawk. I can’t reach it because it is setting on top of a large bookcase in my husband’s library. He isn’t home to help. I appreciate you trying to help, but as I said, I’m not at all tech savvy, so I will let you get back to your evening. Thank you for trying.

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John B

OK I have to respect that. I have to say that 'Best Buy' and 'Sonos expertise ' are not concepts that sit well with each other.

Your speakers are still fully supported and capable of functioning perfectly. I would urge you to call Sonos Support for help.

The transition from 'old Sonos' to S1/S2 has not gone smoothly for some users but is resolvable

I am sure it must be very frustrating.

If you haven't tried it already, try powering off the router and your Sonos speakers. Then power the router fully on, then power up the speakers.

Good luck.

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ToniD

Lyricist III

Thanks again for trying to help me. One quick question before I sign off. You asked if I have S1 or S2. I only have S2. Am I supposed to have both apps.

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