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Answered

Audio Cutout - but only when sourcing from playbase or playbar

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I have a playbar on one tv and a playbase on another tv, also several other play:1 play:3 and connect:Amp.
When I use my phone or laptop as a source and switch to 'party mode', everything is perfect - always.
When I watch either TV with only it's playbase or playbar - it works flawlessly.
If, however, I attempt to group any other speakers to either the playbase or playbar sourced by TV sound - the audio cuts out every few seconds. This just started fairly recently - I recall watching some football this way (party mode) with no issues the entire evening - but by the time playoffs rolled around - it's not usable in that way. I'm unable to think of any significant changes that have been made since I recall this working - maybe the playbase is that new - it arrived on christmas day. :)

Another interesting thing to note is that the source playbase or playbar (depending on which tv I want to broadcast) never cuts out - only the satellite grouped speakers cut out - and they all cut out together.

This occurs with 'smart app' sourced audio as well as DTV sourced audio - I'm quite confident it's not a tv/receiver audio output issue in that the two setups are completely different but are behaving identically - also - the 'main' speaker never cuts out.

I tried switching between BOOST and home wifi - no change.
Only a single play:1 is not hardwired to the Gigabit Cat6e LAN.
I tried disabling the wificontrol - no change.
External interference is unlikely - I don't have many neighbors nearby.

I ran the diagnostics: 8505842
Currently playing Netflix Smart TV App in Master Bedroom - grouped in party mode and cutting out everywhere but MasterBedroom Playbar.

Associated ZP: 192.168.5.235
---------------------------------
PLAY:3: Bathroom
Serial Number: B8-E9-37-D0-90-8A:1
Version: 8.3 (build 40549090)
Hardware Version: 1.8.1.3-1
IP Address: 192.168.5.172
WM: 0
OTP:
---------------------------------
PLAY:1: Kitchen (L)
Serial Number: 5C-AA-FD-4D-FE-A2:F
Version: 8.3 (build 40549090)
Hardware Version: 1.8.3.7-1
IP Address: 192.168.5.235
WM: 0
OTP:
---------------------------------
PLAY:1: Kitchen (R)
Serial Number: 5C-AA-FD-4E-01-F2:D
Version: 8.3 (build 40549090)
Hardware Version: 1.8.3.7-1
IP Address: 192.168.5.243
WM: 0
OTP:
---------------------------------
PLAYBASE: Living Room
Serial Number: 5C-AA-FD-32-F1-5D:8
Version: 8.3 (build 40549090)
Hardware Version: 1.14.1.11-1
IP Address: 192.168.5.196
Audio In:
WM: 0
---------------------------------
PLAYBAR: Master Bedroom
Serial Number: 5C-AA-FD-17-9A-19:D
Version: 8.3 (build 40549090)
Hardware Version: 1.9.1.10-1
IP Address: 192.168.5.241
Audio In: Dolby Digital 2.0
WM: 0
OTP:
---------------------------------
PLAY:3: Office
Serial Number: B8-E9-37-DC-5C-42:8
Version: 8.3 (build 40549090)
Hardware Version: 1.8.1.3-1
IP Address: 192.168.5.208
WM: 0
OTP:
---------------------------------
CONNECT:AMP: Patio
Serial Number: 5C-AA-FD-EA-20-AE:D
Version: 8.3 (build 40549090)
Hardware Version: 1.17.3.1-1
IP Address: 192.168.5.60
WM: 0
OTP: 1.1.1(1-17-3-2.1)

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K

kphagenAnswer

Trending Lyricist II

Update13:
On phone with tech support - they're pretty great btw. Thanks John.

They had me relocate the AMP, so I dropped one of the Play:3 and leveraged the network cable and powercable and switch for that component to take those potential faulty connections out of the mix also.

Next step is I need to review my router configuration with regards to 'Spanning Tree Protocol' before we get to the next level.

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K

kphagenAuthor

Trending Lyricist II

Update9:

Still going strong after 5 minutes of bringing a Play:1 (wired) to the party. Certainly is making a strong case for giving my Connect:Amp the stink-eye.

Diagnostic (success): 8512430

Plan: I'm going to bring in the other Play:1 (wireless) and at this point I'm kind of expecting it to work fine and pin the tail on that Connect:Amp. If that holds, then the Q is there a specific problem with *my* connect:AMP, or is it something wrong with all of them - or something else entirely 🙂.

K

kphagenAuthor

Trending Lyricist II

Update10:

No issues after adding the second Play:1(wireless) - I'm going to add them (everything) to the group and let it ride a bit longer.

Diagnostic (success): 8512483

K

kphagenAuthor

Trending Lyricist II

Update11:

I hope all of this is helpful.

It's a full on party mode, all components except the connect:AMP are enabled and grouped and playing audio from the direcTV signal sourced from the playBase. No audio cutouts during the last 10 or so minutes.

Diagnostic (success): 8512532

I'm convinced now that when I add the connect:Amp, I'll start hearing a lot of audio cut-outs.
Further, I expect the cut-outs to disappear after unplugging the connect:Amp...

I'll let you know in a few minutes! I'm certain you are all on the edges of your seats by now.

K

kphagenAuthor

Trending Lyricist II

Yep - it's cutting out within seconds of the connect:Amp coming on line...

K

kphagenAuthor

Trending Lyricist II

Diagnostic (fail) - 8512560

K

kphagenAuthor

Trending Lyricist II

Update12:
Pulling the plug on the connect:Amp put the system back to good (no audio skips).

One thing to recall - broadcasting music sourced from an iPhone or MacBook is OK with the connect:Amp enabled.
Only when the audio is sourced from either the PlayBase or the PlayBar does the audio cut-out occur.

Help me Sonos Support - you're my only hope!

CONNECT:AMP: Patio
Serial Number: 5C-AA-FD-EA-20-AE:D
Version: 8.3 (build 40549090)
Hardware Version: 1.17.3.1-1
IP Address: 192.168.5.60
WM: 0
OTP: 1.1.1(1-17-3-2.1)

K

kphagenAuthorAnswer

Trending Lyricist II

Update13:
On phone with tech support - they're pretty great btw. Thanks John.

They had me relocate the AMP, so I dropped one of the Play:3 and leveraged the network cable and powercable and switch for that component to take those potential faulty connections out of the mix also.

Next step is I need to review my router configuration with regards to 'Spanning Tree Protocol' before we get to the next level.

Keith N

Sonos Staff

Hi there, kphagen. Thanks for posting and welcome to the Community. From what you've posted so far, it seems the best course of action would be to give our support technicians a call to troubleshoot this with you in real time. They are able to work with you in real time through a remote session and get a closer look at what is happening with the CONNECT:AMP.

I see you are working with a Luxul Router, what is the make and model of that router and the switch you are using? Thanks!

Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.

Keith N

Sonos Staff

Glad to see you are on the phone with support! Feel free to reach out should you run into any other problems.

Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.

K

kphagenAuthor

Trending Lyricist II

Update: I'm still struggling with my router support to review recommended settings - but I've done some more isolation.

I have an AC3100 (xwr-3100) Luxul router and two High Power AC1900 Dual-Band Wireless Access Points (xap-1510).
Also included is a switch that runs most of the home LAN connections: Netgear ProSAFE GS748T

In my media closet is another switch, CISCO sg100-16 (v2). This is the switch that the AMP was using to get on the network. I'm still working to get access to this switch but - here's the update.

When I moved the connect:AMP off of this switch - the problem persisted. However, I then turned the switch off and I'm not getting the audio cut-out. There appears to be some angry talk between the CISCO and the AMP which brings things down.

Here's a diagnostic (success) without the CISCO but with the AMP: 8513952

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