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DavidPelton
Avid Contributor III
November 6, 2023

Connected Speaker loses all volume

As far as I know this only started a couple of days ago after the last of our computers got their latest Sonos Controller for PC updates (to 15.9). We have been out of town for 2 months, and only have been back for the last week.

ISSUE: volume drops to nothing from some of the grouped devices.

REPRO STEPS:

  1. set a group (“main” device is Play 3 which has a wired connection remainder of devices are connected via wi-fi)
  2. play music from Spotify (have not been playing from many other sources, so cannot swear it doesn’t happen with other sources)
  3. This morning, I was playing for about 20 minutes

RESULTS: no volume from most devices in the group

DIAGNOSTIC 2066897565

NOTE:

  • Devices are still seen as connected to the group
  • Devices have a light showing they are connected
  • Pressing volume up/down buttons on the devices with no volume is reflected in the Controller App UI
  • Pressing pause and play buttons on the device with no volume pauses/restarts play on the devices that are still having volume in the group

WORKAROUND: remove devices with no volume from group and re-add them to the group

LATEST GROUP MATCHING THE DIAGNOSTIC: Devices in blue are still playing audio

  • “Main” - Play 3 (connected via wire) - name in diagnostic: Office
  • 2 paired Play 1 (connected via wi-fi) - name in diagnostic: Living Area
  • 2 paired Play 1 (connected via wi-fi) - name in diagnostic: Parental Room
  • Move (connected via wi-fi) - name in diagnostic: Move
  • Playbar, Sub, and 2 paired Play 1 (connected via wi-fi) - name in diagnostic: TV Room
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13 replies

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Ken_Griffiths
Ken_Griffiths
November 20, 2023

After the conversation with Sonos (90 minutes), they are chalking it up to a bug in the system, that they have no solution for at this time. They said they would pass it on to development.

It will be interesting to perhaps see if any others in the community here go onto report the same issue. 

    DavidPeltonAuthor
    Avid Contributor III
    December 10, 2023

    Discovered perhaps the most glaring example of this bug - How do I raise its profile?

     

    Alarm goes off - plays a Sirius channel. SubController is the ethernet connected Sonos 3, attached is a Move and two pairs of Sonos 1 and a single Sonos 1

    Change music source - to TuneIn radio station - everything playing fine

    Pause music

    Start new music source - after ~45 minutes, I...

    1. go to Sonos Controller
    2. click the above group
    3. search on artist “Jethro Tull”
    4. choose “Jethro Tull” from YouTube music (Your Library)  
    5. select shuffle artist

    RESULTS: audio only plays comes from SubController (bear with me, I know you have heard that part)

    ATTEMPTED WORKAROUND: remove all speakers and add back (no pause of music or change in SubController) - no change

    NEW WORKAROUND TRY

    • search on album “War Child”
    • choose “War Child” from Spotify
    • Press play

    RESULTS: all speakers have audio output

    NOTICE: had not stopped playing before making the switch; had not regrouped

    @Ken_Griffiths , @Stanley_4 , @Airgetlam , @khabibnamonai - Y’all have been active on this list for a longtime. How do I raise this higher?

    My support engineer said they were going to report this when I spoke to them about 3 weeks ago, and I know just because there is bug doesn’t mean it goes to the top of the development queue. However, I also know that when you can show a more compelling set of repro steps that it can raise the profile - and that is all I am trying to do.

     

    Thanks

    Ken_Griffiths
    Ken_Griffiths
    December 10, 2023

    @DavidPelton,

    You mentioned earlier that Sonos had this down as a ‘bug’ from your initial report to them? If you want to add the additional info. mentioned, then my thoughts are to re-contact them and add the information to your earlier report. Here is the link to call/contact them:

    https://support.sonos.com/s/contact

    I don’t have an old Play: 3 to try to reproduce the issue here, but my thoughts are to try changing the Group co-ordinator within your group and see if that solves it for you, as the old Play:3 has limited memory anyway looking at this chart (attached) and perhaps it’s just running out of steam, particularly if some of it’s memory cells are beginning to fail due to old age/use.

    Maybe a change of GC for the group will perhaps resolve the issue for you. Try something newer with more memory, like the Sonos One as that’s got a lot more memory available compared to the Play:3 and a faster processor too. Note that suggestion is just based on a bit of a guess on my part, but as the saying goes, “nothing ventured, nothing gained”.

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