Sonos Sub Gen 3 crackling/static sound

I too have this problem with my new Gen 3 sub, connected to my Arc and a couple of Play:1s. 

Seems inconsistent, sometimes audible, sometimes not. But increasingly more frequent, and today sounds like a bunch of crickets chirping on a loop. Actually audible above the level of the 3 x speakers in the room.

Like static electricity, but varying frequencies over time.

Can’t find room much information on this issue, guessing because the product has only been out for a week or two.

diagnostic# 139703712

Anyone else?

@Dropper 

I contacted Sonos support, showed them the diagnostic and they’ve decided to send me a new Sonos Sub, which arrived today. Unfortunately the problem still persists.

I’ve tried the same things again: un-grouping the sub, different power outlets, factory reset and made sure that the cable is securely connected at the bottom and none of that worked.

In the end, I noticed that as long as the Sub is connected to the power, you can hear the static electricity sound. It happens to both Subs Gen 3 that I have right now. Is that the same for you?

Not sure what I should do now, at this price point I don’t want to compromise on this issue.

@andrewchiu1st today i have moved the sub to a different room + connected with 1 Sonos One. In this room there is no router / anything that could be seen as electromagnetic interference so I can test.

I have found that the noise on “standby”, e.g. power on, but no audio playing, there is an audible electro-static hum when close to the unit. But not noticeable from from than 1m away.

As soon as music plays, there is now a new audible ‘pop’ as if the Sub is waking up, then the electro-static noise becomes more audible from 1m away. However, the noice doesn’t increase / decrease depending on music volume, which suggests its not related to audio, but to electricity?

I’d say that the noise today connected to the 1 Sonos One is less irksome than when connected to the ARC, however, at this price point, I’d expect no noise. So I am very disappointed and will contact SONOS (though not sure who I am meant to do this, they don’t seem to make it obvious).

Latest Diagnostic # 1840729044

@Dropper 

I do think that noise is related to electricity or something from the chip set inside the sub.

I have doubts whether this can be fixed by any firmware update because the moment that I connected the new Sub out of the box to the electrical outlet, I could hear the static noise immediately, and this is before I pair it to other speakers.

Honestly speaking, the noise situation is a bit better with the new Sub I received, you have to literally move your ears right next to the speaker to hear it. But I’m not sure if the situation will get worse over time, I guess I will have to find out.

Not sure if this may help, the serial number of the 2 Subs that I received are quite similar, wonder if they were manufactured in the same batch:

• The first Sub: 542A1B103E223
• The replacement Sub: 542A1B1056109

If the issue is related to the build quality and not the software/firmware problem, maybe I’ll have to return the Sub and wait for them to solve the problem but that’d be a shame since I really want to add that bass to the setup.

@andrewchiu1st how did you get in touch with Sonos? The only way I can see to do it is to call them (UK), rather than log a ticket. 

@Dropper 

Yes, I called them on the phone (in Canada), and they will try to troubleshoot the issue on the phone with you. You just need to let them know what you’ve done before and they will likely ask you to send a video to prove it and then issue you a replacement.

Let me know how you get on!

@andrewchiu1st Thanks man. Will update with what happens.

Would appreciate hearing from @Ryan S on this issue, I’ve seen quite a few reports of this in the forums and on reddit. My Gen 3 sub makes the same noise consistently although it is incredibly faint and only noticeable for me when I stick my head right down by the unit itself. Still, it unnerves me that it could be symptomatic of a larger issue. And I’m not sure the Sub should be making any noise at all if sound is not being played and yet it is definitely there, very similar to a spinning hard drive or a PS4 running idle in the background. All my other Sonos products are dead silent if music/movies are not being played. I don’t remember my Gen 2 Sub doing this, but I also easily could have never noticed as I wasn’t looking for it.

@TapDatApp

Exactly, that’s exactly what the issue is and at this price point, I’d expect the build quality to be perfect. And I have the same worry that it could be a larger issue and would get worse over time.

I went to 2 Best Buy last week to see if their display Sub Gen 2 have the same issue. I put my ear right next to the sub and I couldn’t hear anything at all. I did it a couple more times just to make sure that there is absolutely no faint crackling noise coming from the unit.

I’m just contact the support (case number: 018*****) and let them know that this is still an issue so more people are aware of that.

My guess is that this is a power supply issue. Some power supplies will emit mechanical noises. In some cases a high frequency noise will be emitted and the description of the noise can vary -- possibly based on the age of the observer. (young ears are more sensitive to very high frequency sounds) 

You may be able to locate a “spot” where the noise seems to be concentrated. It is also possible that the surface under the unit will effect the noise level. Carpet might be quieter than hardwood floor.