Contributor I

Question

random muting on my system

9 replies
192 views

Hi ,

my system is randomly muted . Especially my Arc while watching TV. I am connected to my Sony Bravia TV trough Arc HDMI. Everything was working till Sonos latest major update.

*Moderator Note: Removed diagnostic number*

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Airgetlam

You should call Sonos Support directly to discuss your diagnostic.

Bruce

AjTrek1

Hi ,

my system is randomly muted . Especially my Arc while watching TV. I am connected to my Sony Bravia TV trough Arc HDMI. Everything was working till Sonos latest major update.

*Moderator Note: Removed diagnostic number*

So…should diagnostic numbers going forward not be included in a post? Including them in a follow-up has been SOP in the past. Hopefully, a moderator can pick this up and advise us.

Together Everyone Achieves More = T.E.A.M.

Corry P

Sonos Staff

Hi @AjTrek1

They can technically (but not usually) be used as means of confirming identification - therefore, they are identifying pieces of information and technically shouldn’t be shared in a public space.

I hope this helps.

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

AjTrek1

Hi @AjTrek1

They can technically (but not usually) be used as means of confirming identification - therefore, they are identifying pieces of information and technically shouldn’t be shared in a public space.

I hope this helps.

@Corry P

Thanks for the clarification. So they are now considered as PII (Personal Identity Information) the same as Social Security Number or similar information in the US. WOW…that’s a stretch 😂.

It may be prudent to add a warning in the link to not publish the number in the community as a CYA. 😊

https://support.sonos.com/en-us/article/submit-diagnostics

Together Everyone Achieves More = T.E.A.M.

Corry P

Sonos Staff

Hi @AjTrek1

@Corry P

Thanks for the clarification. So they are now considered as PII (Personal Identity Information) the same as Social Security Number or similar information in the US. WOW…that’s a stretch 😂.

Now hold on 😂

The meaning was that if you call in, we’ll ask you for your email address to find your account. We will then ask for a second piece of info to verify who you are - I used to use Postcodes (UK ZIP number), but a speaker serial number, your Sonos ID or a diagnostic number can also serve. For this reason, none of them should be shared in a public place (including email).

It may be prudent to add a warning in the link to not publish the number in the community as a CYA. 😊

https://support.sonos.com/en-us/article/submit-diagnostics

Yeah, that might not be a bad idea. I will need to convince the web team.

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

B

Brahms82Author

Contributor I

Hi. Thank you for the clarification. I was not aware of that. So next step is to call directly Sonos ? Or can I have some help via email or message ?

Airgetlam

Unfortunately, Sonos only does their support via phone, not email. You might try the Chatbot, but I suspect rather quickly it will suggest that you need to call in.

Bruce

T

Tenchy100

Lyricist I

I'm having the same.problem with my soundbar. I also have trouble using the sky remote to change volume. Is there a fix?

Airgetlam

What did Sonos Support say, when you called them?

Bruce

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