Contributor I

Bluetooth connected but no sound

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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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Ken_Griffiths

Or the voice of experience speaking. He’s a long time user of Sonos, from what I can see in these forums, and is continually helpful to a lot of people. Very knowledgeable, too.

Ok, fair point, I just disagree with the comments, we are the customers and should be treated as such, not as beta testers..

@Airgetlam - thank-you for the kind comments. 🙏

@Rob_P - I honestly haven’t asked anyone here to test ‘anything’. My posts in this thread were suggesting that rather than posting ‘BT profile’ device issues here to a ‘user’ community, that some users who were seeking a fix (perhaps sooner, rather than later) would likely be better off contacting Sonos Technical Support to bring their issue to the attention of Staff and to submit a diagnostic report from within their App, shortly after having reproduced their own issue.

That information/report will then (hopefully) provide the technical data that the Sonos engineers need for them to fix the BT issue for their products. Any fix obviously then needs to go out for testing and if all is well, it will go into a future Sonos App/Firmware update.

Such updates are released to users, on average, about every six weeks, or so… so it’s good to get the data into the system at the earliest opportunity, albeit it’s been a holiday period this past week.

One user in the thread was considering returning their Sonos product, rather than waiting patiently and so I pointed them to the Sonos Support Site for product return, to assist them, that’s if that was to be their chosen route, rather than waiting for a fix.

Airgetlam

It is OK to be frustrated. It is OK to not expect to be a beta tester for any company, unless you sign up to do so.

Calling out another user, however, is not so OK.

Having worked in the software industry for many years, I can tell you that on occasion, I’ve released software that had bugs in it, and my QA folks didn’t catch it. It was only when the release reached the public that it was found. Then the process needed to occur of replicating the bug internally, figuring out the fix to the bug, then having QA test it, then getting beta users to test it, then releasing it to the public. More often than not, none of those were simple processes of minutes. Some of them required days, or weeks. Complicated by the fact that sometimes, fixing one bug exposed/created several more, which needed to be tracked down and stomped, then tested again.

I don’t like that this bug exists any more than you do, but it’s unlikely to help speed the process along by calling out individuals, be they Sonos employees or not. Certainly community members will attempt to help where they can. And the Sonos employees want to keep their jobs, which means selling more speakers. Having a bug in the software is counter to that goal, I would imagine all involved are quite motivated to get this fixed, tested, and released as quickly as possible.

Bruce

R

Rob_P

Lyricist III

It is OK to be frustrated. It is OK to not expect to be a beta tester for any company, unless you sign up to do so.

Calling out another user, however, is not so OK.

Having worked in the software industry for many years, I can tell you that on occasion, I’ve released software that had bugs in it, and my QA folks didn’t catch it. It was only when the release reached the public that it was found. Then the process needed to occur of replicating the bug internally, figuring out the fix to the bug, then having QA test it, then getting beta users to test it, then releasing it to the public. More often than not, none of those were simple processes of minutes. Some of them required days, or weeks. Complicated by the fact that sometimes, fixing one bug exposed/created several more, which needed to be tracked down and stomped, then tested again.

I don’t like that this bug exists any more than you do, but it’s unlikely to help speed the process along by calling out individuals, be they Sonos employees or not. Certainly community members will attempt to help where they can. And the Sonos employees want to keep their jobs, which means selling more speakers. Having a bug in the software is counter to that goal, I would imagine all involved are quite motivated to get this fixed, tested, and released as quickly as possible.

I'm not calling out anyone or trying to offend or elicite a response, just expressing an opinion, nothing more, nothing less. I understand perfectly how software works, or sometimes doesn't, but a bluetooth speaker that does not connect to a Bluetooth device for whatever reason is just not good enough. Its a shame because the quality of sound from these speakers is superb

jgatie

I don't know, in my book accusing people of working for a company due to their comments sounding like "patronizing corporate nonsense" sounds to me like the very definition of calling people out or trying to offend or elicit a response.

Ken_Griffiths

I'm not calling out anyone or trying to offend or elicite a response, just expressing an opinion, nothing more, nothing less. I understand perfectly how software works, or sometimes doesn't, but a bluetooth speaker that does not connect to a Bluetooth device for whatever reason is just not good enough. Its a shame because the quality of sound from these speakers is superb

It will likely be a Bluetooth ‘profile’ issue, I suspect. See this link:

https://en.wikipedia.org/wiki/List_of_Bluetooth_profiles

Little doubt it will be fixed, if that’s the case, but these things do not get resolved in hours, or days, but here’s hoping it’s included in the next fix, but it certainly does help if Sonos are actually given the information reports and the diagnostic data, to ensure the fix will work for them and their Sony TT model etc.

R

Rob_P

Lyricist III

Or the voice of experience speaking. He’s a long time user of Sonos, from what I can see in these forums, and is continually helpful to a lot of people. Very knowledgeable, too.

Ok, fair point, I just disagree with the comments, we are the customers and should be treated as such, not as beta testers..

@Airgetlam - thank-you for the kind comments. 🙏

@Rob_P - I honestly haven’t asked anyone here to test ‘anything’. My posts in this thread were suggesting that rather than posting ‘BT profile’ device issues here to a ‘user’ community, that some users who were seeking a fix (perhaps sooner, rather than later) would likely be better off contacting Sonos Technical Support to bring their issue to the attention of Staff and to submit a diagnostic report from within their App, shortly after having reproduced their own issue.

That information/report will then (hopefully) provide the technical data that the Sonos engineers need for them to fix the BT issue for their products. Any fix obviously then needs to go out for testing and if all is well, it will go into a future Sonos App/Firmware update.

Such updates are released to users, on average, about every six weeks, or so… so it’s good to get the data into the system at the earliest opportunity, albeit it’s been a holiday period this past week.

One user in the thread was considering returning their Sonos product, rather than waiting patiently and so I pointed them to the Sonos Support Site for product return, to assist them, that’s if that was to be their chosen route, rather than waiting for a fix.

Unfortunately, from what I've read on various threads regarding this issue, Sonos technical support have suggested that it is a problem with the blutooth devices rather than the speakers themselves, which I (along with many other customers) know to be incorrect. What they should do is admit that something has gone a bit wrong and give an indication of expected timescale to correct it. I think that is reasonable..

R

Rob_P

Lyricist III

I don't know, in my book accusing people of working for a company due to their comments sounding like "patronizing corporate nonsense" sounds to me like the very definition of calling people out or trying to offend or elicit a response.

I didn't accuse anyone of anything, just asked a question, which surely is the point of the forum?

jgatie

I didn't accuse anyone of anything, just asked a question.

Enough suspicion to prompt a question and a follow up that amounts to you calling their posts corporate shill speak is as bad as an accusation, if not worse. Just own it.

R

Rob_P

Lyricist III

I'm not calling out anyone or trying to offend or elicite a response, just expressing an opinion, nothing more, nothing less. I understand perfectly how software works, or sometimes doesn't, but a bluetooth speaker that does not connect to a Bluetooth device for whatever reason is just not good enough. Its a shame because the quality of sound from these speakers is superb

It will likely be a Bluetooth ‘profile’ issue, I suspect. See this link:

https://en.wikipedia.org/wiki/List_of_Bluetooth_profiles

Little doubt it will be fixed, if that’s the case, but these things do not get resolved in hours, or days, but here’s hoping it’s included in the next fix, but it certainly does help if Sonos are actually given the information reports and the diagnostic data, to ensure the fix will work for them and their Sony TT model etc.

I agree, bluetooth profile would be the logical explanation. Unfortunately in my case Alexa functionality has also been affected which is really strange

Airgetlam

That would most likely be a different issue, and you should call Sonos Support directly to discuss it.

Bruce

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