Contributor I

Bluetooth connected but no sound

292 replies
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I have a bluetooth turntable (Sony PS-LX310BT) connected to an Era 100. Everything was working fine and easily until yesterday when there was no sound coming out of the speaker while connected. The speaker still connects as soon as the turntable is on. I’ve reset the speaker. The turntable connects and plays audio with a different speaker connected and my Era 100 plays when connected through my phone and computer, just not sure what’s happening now when the turntable and speaker are connected. They were working together as recently as two days ago.

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Pinned Reply By Jamie A

Hi Everyone!

As some of you have noticed with the lastest update, we are pleased to share that a fix has been deployed regarding the issue of no audio playing when an Era 100 is connected to a turntable.

The update applies to both the Sonos app and Sonos Speakers, please make sure that you update the Sonos app via the App Store or Play Store, then your system by checking for updates in the Sonos app. This update fixes the issue, however if you are still experiencing issues with connecting to your Era 100 we would ask you to reach out to our support team directly

We apologise for the inconvenience this has caused in regards to using your Sonos system and we thank you all for your patience while we worked to on developing a fix.

Thank you to all users who submitted diagnostics of their systems as well as providing turntable model numbers which helped us re-create this issue on our end and ultimately resolve this issue.

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dpizzutaAuthor

Contributor I

Hi @dpizzuta

Welcome to the Sonos Community!

Thanks for reporting! Could I ask you all to please submit a support diagnostic after attempting to connect your Sony turntables to your Sonos speakers and reply here with the confirmation numbers given?

Please also include which room you were trying to connect. Thanks.

@Corry P thanks for the support! I just submitted a diagnostic, “603743182”, the room my Era 100 is located is called “Bedroom”.

Hi Corry. Thanks for the help! I My diagnostic number is 1492620972 in the Living Room

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Isaac313

Lyricist I

Hi @dpizzuta

Welcome to the Sonos Community!

Thanks for reporting! Could I ask you all to please submit a support diagnostic after attempting to connect your Sony turntables to your Sonos speakers and reply here with the confirmation numbers given?

Please also include which room you were trying to connect. Thanks.

@Corry P thanks for the support! I just submitted a diagnostic, “603743182”, the room my Era 100 is located is called “Bedroom”.

Hi Corry. Thanks for the help! I My diagnostic number is 1492620972 in the Living Room

Hi, my diagnostic number is 1661885984 for the same issue in the living room, appreciate the help

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LukeRHS

Lyricist I

Thanks everyone - that’s probably enough diagnostics for now. We are now investigating this issue.

I am having the same issue, Sony PS-LX310BT not working with 2 Era 100s set up as a stereo pair.

Won’t bother with diags unless you need more.

Resorting to getting 2 3.5mm female to USB-C connectors to get music back on the go.

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Rob_P

Lyricist III

I have exactly the same situation, in addition alexa will not play any music. Does anyone know if we are any closer to a resolution to this? If its not sorted by the weekend I think I'm just going to return my speaker and buy something else...I've only had it a couple of weeks and its basically not fit for purpose. Really disappointed 😞

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Viccacl18

Lyricist II

Same issue with my Sony turntable Lx-310BT since the last firmware Update of my pair of SONOS ERA 100 to 15.10.

It only happens with SONOS, no problem with any of my other bluetooth speakers or headsets

So Frustrating!!!!

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RobNL

Lyricist III

Thanks everyone - that’s probably enough diagnostics for now. We are now investigating this issue.

Hi,

Can you give any indication of how long it might take for this to be resolved; days/weeks/months?

And whether there might be any compensation for e.g. line adapters? It feels very counterintuitive to spend more money with Sonos because you wrecked the system. But returning the system to the retailer is also undesirable.

Looking forward to your response.

D

Domfenix

Lyricist I

Thanks everyone - that’s probably enough diagnostics for now. We are now investigating this issue.

Hi Corry,

Can we have an update on this please? The only reason I purchased my Era 100 was for this setup, and Sonos has now effectively bricked my device. I'm almost a week without being able to use the Era 100 now, not to mention the four+ hours (across chat and phone) I had to spend with tech support who refused to acknowledge this was an issue.

As you might imagine, incredibly frustrated and quite disappointed with this issue.

Corry P

Sonos Staff

Hi @RobNL

Apologies - I can’t give you an ETA on a fix, no - what if I was wrong? It would just be another point of contention.

Edit: I should add that we are looking into this with urgency

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

Corry P

Sonos Staff

Hi @Domfenix

I understand your frustration.

As frequenters of the forum, you and I will often be aware of new issues some time before our first-level technicians - issues are generally identified from user reports such as those here, and only when investigated and confirmed will documentation be set to the agents informing them of the issue.

Although you did not receive a fix while you were in touch with our support team, it’s entirely possible you were in-part responsible for the issue being confirmed - thank you for your time.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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mildlyinappropriate

Contributor I

@Corry P thanks for the update 🙏

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