Newer Amp, date says it was built in 2019. Like it says, everything appears to be normal but it makes no sound. The zone shows up just as you'd expect, you can group it with the other zones, watch the music counter counting up, everything...just no sound. Of course I checked to see if it's muted. It doesn't smell like fried electronics, and nothing else in the system is acting up, so I don't think there was any surge damage.

And of course it's out of warranty, which BTW, when you try to look up what THAT is, you can't even get a straight answer on from Sonos.

I really, really don't like that company.

Anyway, have any of you run into this?

Thanks

Have you tried factory defaulting it and re-acquiring?   I understand your annoyance, but the reality is that Sonos is among the most reliable product lines I’ve personally worked with over the last 25 years.

Is the unit wired to the network or wireless? If it’s wireless, try wiring it. The players will mute if they decide that a communication issue will be brief. This can result in a loop if, at the point the unit would normally unmute, another “temporary” communication issue hits. If a player decides that a communication issue is significant, the player will abort the current track and move on to the next track.

Sonos support has access to extensive diagnostic data and communication issues would be obvious.

Can you get noise with a toner? Possibly a bad volume control? If they go to outdoor speakers I'd definitely meter them.

Try the super hard reset first, like mentioned. Just make sure the customer has their Sonos email and password to pull it back into the system.

Do not neglect this.

Settings, support, submit diagnostics. Screenshot the number, then call them to assess. They do a good job with diagnostics.

I did call tech support and submitted diagnostics. They had me move it to a different zone (switch speaker leads), and it didn't play there, while the other amp did play in the zone with the bad player. So the problem follows the Amp.

I put in a new Amp for the customer and brought this back to the shop so I can work with it.

I did the default reset, which took a good bit longer than normal - as in a couple minutes.

I'll put a wire on it to see if that makes any difference. I had a wire on it for setup, but took it off shortly after setup.

And the toner idea...I should have thought of that.

I HAVE seen these Amps reboot in a muted state after it did an update, which looked like the same symptom...except it could be un-muted. It's reporting the same software version as the other units in the system (which are OK), so I *guess* it isn't a botched update.

What's very frustrating is that Sonos won't give an answer on *anything*. It hasn't been installed for 3 years, and they either couldn't or wouldn't say what's actually wrong with it, sure as hell won't replace it, and won't even say what the warranty is...only that it IS out of warranty! For something that's $700 a pop, that's pretty weak.

1 year warranty
[Link: sonos.com]

Good to know!

One whole year. Nice.

Your amp is dead. The same thing happened to us twice with newer amps, both times after tech-support help it was deemed that the amp was dead.
Sometimes they will make accommodations if not under warranty but that's on a case by case basis and usually takes the involvement of your rep.
Good luck and please update us when this is over.
HomeBoy

Premium product. Flea market warranty.

Every premium AVR is 2 or 3 years.