To our customers using Lion

Posted on July 22nd, 2011 by Sonos Staff in News

At Sonos, one of our goals is to to provide you with uninterrupted access to all the music on earth. Earlier this week, we failed to deliver on this goal for many of our Mac OS X customers. We realize that our communication on the issue was tardy and did not provide the exemplary customer service we strive to provide. We’re incredibly sorry for any inconvenience our error caused.

Although we’ve already found a solution for initial incompatibilities with Lion, we have not yet been able to implement a satisfactory fix for a file-sharing bug that is inherent to the OS. We continue to work around the clock to deliver the quality of software you’ve come to expect from Sonos, and hope to roll out an update in the next few weeks.

In the meantime, you can find more details – as well as instructions on how to apply for our beta testing program – in this letter from our VP of Quality, Andy Schulert.

 

Posted on July 22nd, 2011 by Sonos Staff in News

  • http://brian.magierski.com Brian Magierski

    Sonos – this was a known problem raised by your users as far back as November 2010. http://bit.ly/rcJAYY

    • FireFly1

      Well I suppose we would be talking about Windows, if they ever get off there asses are release software that is easy to use. JK, I make money fixing machines with MS. ;)  I would say both Sonos and Apple dropped the ball on this. I was thinking of using my Apple Extreme an then just hooking a Hard Drive to it and put my iTunes folder there, but some thing tells me that might not work either. 

      • FireFly1

        Well so much for editing or proof reading my post! LOL are = and Doh! 

  • http://twitter.com/scottgwaters Scott Waters

    @bmagierski:disqus you mean Feb 27th, 2011, 06:30 PM. Still should be enough time to fix the issue. November is when the user joined the forum.

  • http://brian.magierski.com Brian Magierski

    Thanks for the clarification on the dates, correct. The link in the post above does a good job of describing the back and forth, and the underlying issue. Also, they acknowledge they should have notified users earlier … unfortunately I ended up upgrading before seeing the notice. Will try to get a beta release and see if that works. 

    • Anonymous

      Hi Brian – Once you apply as a beta tester, email blog_at_sonos_dot_com and we’ll do everything we can to expedite the process and get you into the program. We really appreciate the feedback.

      • http://brian.magierski.com Brian Magierski

        Thank you … just applied under bmagierski_at_gmail_dot-com

    • Anonymous

      Hi Brian – Once you apply as a beta tester, email blog_at_sonos_dot_com and we’ll do everything we can to expedite the process and get you into the program. We really appreciate the feedback.

  • Marcus

    We have had Lion beta and GM release for many months. Why wouldn’t you be better prepared?

    • Anonymous

      Hi Marcus – The full letter in the forums provides complete detail on the extent of issues we’ve experienced in months of development, as well as where we’ve arrived today. If you’re interested in joining our beta program, you can get an even more in-depth look. For that, email Sonos-BetaApplication_at_sonos_dot_com.

  • JJB

    Hopeless!

  • JJ

    Gobsmacking. If I could spell it, I’d call you incompetent. Certainly makes me think twice before buying a further 2 sonos units.
    All people ask for is information.
    A complete balls up.
    Maybe someone was too busy counting the profits?

    • http://twitter.com/EvlScot Chris W

      Personally I’d say stuff Apple and get a NAS the embedded SMB implementation is better than Apples. Plus you don’t need a PC running to use the Sonos (My reason for chosing Sonos).
      Given Apples tendency to bury their heads when issues arise (exploding iPods etc) I wouldn’t gripe at Sonos for this

    • Frederik

      Get Spotify…

  • Axelrodmac

    An apology is nice but frankly inadequate.  You had months to notify users of potential issues and did not do so.  As a result,  you have left customers who have spent hundreds to thousands of dollars on your product without the ability to stream music.  To contrast, Logitech had a solution for my squeezebox boom on the release date of Lion.  Compelling argument to use your competitor.

  • Patcase

    Bad things sometimes happen to people who bear the best of intentions. I am sure that the Sonos team is working to rectify the issues that they have encountered. I also think that the team should take the time that they ned and get things right.

  • Andy Faizey

    As Chris says – a NAS is the way to go.  In a bizarre way the Lion problem has forced me to work out the configuration to get NAS and Sonos working which is one reason I went for Sonos.  I had a NAS problem which was resolved by renaming both my network and attached hard drive – Sonos needs no more than 15 characters and no spaces to see the shared drive which is a bit old hat but at least it works again now.

  • Anonymous

    Really disappointing. How can you expect people to not upgrade to Mac OS  X Lion just because you don’t have a solution ready. 

  • http://twitter.com/clarky46 David Clark

    22 July statement. Now 6 August – Any progress on this Lion OS X glitch? I have over £1,000 worth of Sonos kit that I can’t use now.

  • Dennis

    My system is completely down – will not connect to bridge – Is there a way to get it running –
    Please help.

    DB

    • http://sonos.com Sonos

      Hi Dennis – So sorry to hear that! Please contact our Customer Support team using whichever method is most convenient for you: http://sonos.com/support/

  • Al

    Sonos – Something that would help considerably is a clear statement on the expected arrival date for an update which fixes this problem.

    Thank you.

    • http://sonos.com Sonos

      Hi Al – Unfortunately, we don’t have an exact date, but we expect a fix within the next one to two weeks.

      • Ffuss8

        So… u said one to two weeks… accordingly to your post date… it’s been 3 weeks and still no sight of anything!!!??!!! Totally unacceptable!!!

  • Adavison

    Guys, simply not good enough!!!!!!!! 
    The Lion code has been available for 4+ months as a beta for developers!!! It costs a whole $99 for Sonos to sign up as a developer and you could of fixed the issue before the OS X Lion release for a more seamless experience! This is nothing to do with apple! this is very poor process in Product management from Sonos for not being a dev partner of Apples for a simple $99! 

    http://developer.apple.com/programs/register/

  • Sten

    A simple workaround should be to get the Airport Express and use AirPlay to stream music to the Sons system. Can someone confirm that it would work under Lion to do that?

  • tom

    Sorry Sonos,  I like you and your products (that’s why I spent so much money on you), but this really a very, very poor performance by you guys. Lion didn’t come out of the blue, you had plenty of time. How about giving us a precise date at least?

  • tom

    Sorry Sonos, I really like you and your products (that’s why I spent so much many on you), but this is really a very, very poor performance by you guys. LION didn’t come out of the blue, you had plenty of time. How about giving us at least a precise date when you’re ready for Lion?

  • http://twitter.com/Peachuk Alastair Preacher

    Guys; is there any further news on this? As if being unprepared wasn’t bad enough, this lack of communication with customers who have spent significant amounts of money on SONOS kit it very very poor service.

    I’ve tried the twitter account a number of times too all to no avail. What is going on?!

    Please provide us with an update ASAP.

    • http://sonos.com Sonos

      Hi Alastair –  Apologies for the delay. You can find an update here: http://forums.sonos.com/announcement.php?f=5&a=100

      • Krohn65

        links not working !!!

    • Patcase

      I’ve been beta testing the new version. It’s pretty stabl on my iPad and on my desktop. Yippiee!

  • Papadeks

    This has been a disgraceful episode. Users not warned in time, management deciding to conceal the problem to the great inconvenience of users. And while the 4 weeks estimated at outside are ticking away Sonos concentrates its efforts instead on marketing new hardware, How dare they not post a daily update on progress. I am completely disenchanted with a product that I adored. I was boring my friends by how much I was recommending Sonos to them> That has stopped dead in its tracks. Sonos MUST keep faith with customers who bought the expensive hardware on the basis of promises made. Four weeks have now passed and I think Sonos non-performance and non-advice says it all.

  • Papadeks

    I agree with Alastair, this delay and lack of information has been a real disgrace. Shame on Sonos.

  • SonosFan

    I am waiting for the update. Any news when this may take place??

    • http://sonos.com Sonos

      Hi SonosFan – We are very close! We’ve found a fix and are in the final stages of beta testing now. Thanks so much for your patience, and apologies again for the delay.

  • Anonymous

    Where is the fix Andy? Some VP of quality……cripes

  • Jedyejr

    AAAAARRRRRGGGGGHHHHH!!!!!!!!

  • TFMAG

    I am considering legal action on this.  I have well over $2000 invested,  a class action case is in order

  • Katelmathews

    Just been bought a Sonos for my bday and already had Lion.  Not happy that I’ve had this kit for a few weeks now and it’s still in the box…what’s happening please?

  • Ffuss8

    It’s really a disappointment to know that after months, your are still not able to get Sonos to work on Lion!!  My Sonos had been sitting there collection dust since i bought my new iMac.  

    Are you able to just even give us a date?? So i can decide whether to pack my Sonos back into the box or sell it away in ebay.  This is really frustrating!!

  • Simon

    I have over a thousand quids worth of sons equipment sitting here useless!!!…my iTunes is spilling over with music, but I am unable to hear it as I want …..when when when will it work with “Lion”????
    A friend asked me to give him a demo of mine as he wanted the system…..he has now gone to another brand…..Mr Sonos…please note there are other options GET LION WORKING or you will loose ALOT of custom!!!

  • Paul Adang

    Sonos, staff, ever since Lion, I experience significant drop-outs. My crrent Sonos version 3.6 (installed yesterday) didn’t fix it. What’s up?

    • http://sonos.com Sonos

      Hi Paul – Sorry to hear that. In order for us to diagnose any issues, please contact our support team with further details: http://www.sonos.com/support/

  • Brucemclaren

    Please stop sending me bloody Sonos updates.  I spend hours getting it working with OS Lion and then you ***k it up again by updating my software.  Beyong irate.

    • http://sonos.com Sonos

      The latest update should not have had any effect whatsoever on the system’s interaction with Lion. Please contact our support team so we may address the issue: http://www.sonos.com/support/

  • Matte49

    Hi
    Sonos,

    I
    am not sure what updates you are doing with you s/w I just want music. using
    multiple speakers and multicontrols IPADS-IPHONEs simply does not work. Your
    system is really bad. I do not have time dealing with S/W or re-install you
    software all the time, I want music and your system does simply no deliver,
    very disappointing

    • http://sonos.com Sonos

      Hello – We are constantly updating and improving our software in order to provide the best experience possible. Software is an essential component to Sonos products, allowing for access to and control of your music library as well as all of our music service partners. For more details on our technology, we suggest paying a visit to our forums: http://forums.sonos.com/

    • Henribosch

      Dear Matte49,

      I am a user of the Sonos system and have been for a few years now. I have 4 different zones in my home and I am using iPhones, iPods, iMacs, MacBook Pros as well as an iPad to control the zones. The only issue I ever had was the upgrade to Mac OS X Lion, which Sonos took care of in an acceptable and professional manner.

      Other than that, I am playing iTunes music, Internet Radio as well as XM radio, without ANY problems EVER!!

      I NEVER expected this system to work as well as is now has for more than 3 years. The installation was a breeze and the setup was a breeze as well.

      I am a VERY happy customer and the Software updates have actually added to my Love for this system. Some really nifty and useful features have been added over the years.

      Thank you SONOS!!!! You rock!!

  • Scott

    I have Lion, it was working fine both with radio and my music files but now it has dropped access to the music files with a “can’t connect with server” but I still have radio selections.

    • http://www.sonos.com/support Sonos Support Team

      Scott – I’m sending an e-mail to the address you’ve registered here with and hopefully we can get in touch and get this taken care of!

  • John Orbell

    I have just “upgraded” to a brand new iMac with OS X Lion, which is a lovely machine. I was really disappointed that I could not get Sonos going on this (I got a message saying that the download could damage my computer) – I have had to re-commission my ancient Acer laptop, which has no problems at all. However, I’ve had excellent service from Sonos in the past and fully expect that they will be true to their word – and have the problem solved over the next few weeks.

    • http://www.sonos.com/support Sonos Support Team

      John,

      Sorry to hear about the confusion.  To be clear, the Sonos Controller for Mac is tested extensively prior to release and will not damage your computer.  What was the error message you received and did it come from the OSX operating system or another program?

      Any application downloaded from the Internet will display a notification from the operating system “Program X” is an application downloaded from the Internet.  Are you sure you want to open it?”  Is this what you saw?  Selecting “Open” will allow you to proceed.

      If you continue to have problems, we recommend getting in touch with the Sonos Support team.  You can find our contact details here:  http://www.sonos.com/support

      Thanks,

      Sonos Support Team

  • Clower80

    Lion, shoot, I need a mountain lion fix.  We’re past lion now.

    • http://www.sonos.com/support Sonos Support Team

      Some of the same issues still exist in Mountain Lion. We have some specific fixes we are working on. If you have not done so already, please open
      a support ticket at http://www.sonos.com/support
      so we can help.

      Thanks, Sonos Support

  • TonyW

    My Sonos system has been out of commission for several months now because of the OSX problem — I still don’t know if it’s been fixed. I’ve reinstalled the whole system and reset all my components several times now, but the “access denied” problem keeps coming back. I’ve reverted to Mac’s own Airplay solution, while the expensive Sonos components around by residence lifelessly gather dust. Sonos: I don’t have the time to chase down a solution in the forums; I just expect your products and software upgrades to work. I was an enthusiastic user for a long time, but now I don’t recommend Sonos. I’ll be putting the whole kit up for sale on eBay shortly, because I frankly have better things to do.

    • http://www.sonos.com/support Sonos Support Team

      Hi Tony, we are investigating the root cause of this issue on Macs. Apple has apparently changed something about their implementation of the SMB sharing protocol and it is causing “access denied” messages to creep up in a handful of our Mac users. This particular issue also impacts anyone else trying to utilize the SMB protocol, not just Sonos. This impacts the sharing of music from the Mac to Sonos, so in most cases, we have been able to copy the users’ music folder to an external Network Attached Storage (NAS) device and point the Sonos to that location to play their local music without touching the Mac. Of course, the Sonos Controller for the Mac can still control the playback of the music from the NAS drive with the added benefit that the computer does not have to remain powered on in order to access the music. Here is a link to an FAQ about NAS drives and Sonos: https://sonos.custhelp.com/app/answers/detail/a_id/79, but feel free to contact our technical support team if you have any questions. Their contact info can be found here: http://www.sonos.com/support. Cheers.