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adds21
Avid Contributor I
August 17, 2018

One speaker from stereo pair stops working

Hi,

I have a pair of Play:1's in my kitchen, configured as a stereo pair.

Several times now (maybe, on average, once every 2 weeks), the right speaker stops working. Once it stops, it never comes back and the only way I can get it to come back is to separate the pair, and recreate it. This (so far) has worked immediately every time, so it appears the speaker itself works fine (in fact, when I separate it, I can always play music directly on it).

I have a couple of other pairs of Play:1's in my setup, and only ever get this problem with the same, right, speaker in my kitchen zone. Nether speakers are wired.

Any ideas why I keep getting this problem? For Sonos support, my Diagnostic confirmation number is: 603946054.

Thanks.
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    176 replies

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    Maurice654
    Lyricist I
    December 13, 2019

    My system keeps disconnecting (always is the One SL). Please check the diagnostics to see if there is a clue. Thanks.

    Diagnostic = 359973345

     

    sender234
    Lyricist I
    January 3, 2020

    One of two of my Sonos one speaker is having the same issue. Keeps disconnecting. Setup with google Wifi mesh.

     

    Diagnostic 1908290764.

     

    please help to resolve.

     

    TIA

    bpw123
    Lyricist I
    March 28, 2020

    Was facing the same problem and started reading the help forum through and through but nothing helped. 
     

    Solution that worked for me: I connected one speaker with a cable directly with the router. Then devices  create their own wireless network. Much more responsive in daily usage and very stable. 
     

    If you can manage to at least connect one speaker, I would do that before you buy expensive repeater or boost products etc. 

    Daurelius002
    Contributor I
    August 1, 2020

    @Mondale

    Line-in connections can have different bandwidth use on different devices. Turntables tend to send much more bandwidth than smartphones, for example. You can use the compression setting in the Sonos app to set the line-in to compressed, and see if that helps.

    We recommend keeping a couple feet in between your Boost and router.

    Hi, I’ve got a similar issue - stereo pair works for streaming on my Play1’s, not for line in though (where only the left works) Diagnostic is 52994965

    JTrain180
    Lyricist I
    October 29, 2020

    I have similar problem.  My diagnostic number is 575793933.

    Thanks.

    AndersPG
    Lyricist I
    November 7, 2020

    Hi 

    I have the same problem where one of my sonos one stops working when two speakers (both sonos one) are paired as a stereo pair. Both speakers are wireless/on wifi. 
     

    They can be set up as a stereo pair, but only one of them plays music, which forces me to unpair them and set them up as a group. Unfortunately the group-pairing does not stick which means I have to group them again and again. 
     

    Speakers are located approx. 10 meters apart. My network works fine and is a 1000 mbit coax connection – all other streaming from tv/devices has no problems. 
    Diagnostics number: 375031593

      Rowena B.
      Rowena B.
      Retired Sonos Staff
      November 8, 2020

      Hi @AndersPG, thank you for reaching back to the Sonos Community. I appreciate you for providing us with a detailed concern and for submitting the diagnostic report. Let me help you and figure out what's happening.

      Based on the diagnostic, there's interference in your wireless network that may be caused by wireless congestion, an audio dropout was detected in your due to sync error and the audio feed is too slow causing the playback to stop. These network-related issues that may be causing the issue.

      Let me suggest the next troubleshooting steps, to perform a sequential reboot of your network devices, all your Sonos products, and force close mobile controllers to refresh the connection. 

      1. A sequential reboot means that we need to do this in order.
        • Unplug your network devices (modem, router, any wireless access points on the network) from the power and wait for 60 full seconds before you plug it back in.
        • Once the router is back online, unplug all your Sonos devices from the power. Please wait 15 seconds before you plug back them back in.
        • Force close the Sonos app from your iOS or Android device.
        • When the status light on your Sonos speakers are solid white, get back on the Sonos app and check if you're connected.
      2. Ungroup your 2 Sonos Ones
        • Start playback on each speaker to check if you will be able to hear the music
        • Run a diagnostic report
      3. Create a stereo pair
        • If you have confirmed that both of the speakers are working individually, create a stereo pair.
        • Start playback and run another diagnostic

      Let us know how you get on with the advice above and include the confirmation number of the diagnostic report in your response for us to check. If you have any questions about this. We and the community are always here to help.

      Help others find useful content by clicking the like button and selecting the best answer to your question.
      AndersPG
      Lyricist I
      November 23, 2020

      Hi @AndersPG, thank you for reaching back to the Sonos Community. I appreciate you for providing us with a detailed concern and for submitting the diagnostic report. Let me help you and figure out what's happening.

      Based on the diagnostic, there's interference in your wireless network that may be caused by wireless congestion, an audio dropout was detected in your due to sync error and the audio feed is too slow causing the playback to stop. These network-related issues that may be causing the issue.

      Let me suggest the next troubleshooting steps, to perform a sequential reboot of your network devices, all your Sonos products, and force close mobile controllers to refresh the connection. 

      1. A sequential reboot means that we need to do this in order.
        • Unplug your network devices (modem, router, any wireless access points on the network) from the power and wait for 60 full seconds before you plug it back in.
        • Once the router is back online, unplug all your Sonos devices from the power. Please wait 15 seconds before you plug back them back in.
        • Force close the Sonos app from your iOS or Android device.
        • When the status light on your Sonos speakers are solid white, get back on the Sonos app and check if you're connected.
      2. Ungroup your 2 Sonos Ones
        • Start playback on each speaker to check if you will be able to hear the music
        • Run a diagnostic report
      3. Create a stereo pair
        • If you have confirmed that both of the speakers are working individually, create a stereo pair.
        • Start playback and run another diagnostic

      Let us know how you get on with the advice above and include the confirmation number of the diagnostic report in your response for us to check. If you have any questions about this. We and the community are always here to help.


      Hi Rowena

       

      I tried the above mentioned approach. 
       

      Under 2 the diagnostics number is 528898578

       

      Under 3 the diagnostics number is 969732768

       

      I am unfortunately still unable to make a stereo pair with my two Sonos Ones. In the meantime I encountered another problem where a Sonos One and a Beam disappeared from my app completely. They back only when I unplugged them and them turned them on again. 
       

       

      Rowena B.
      Rowena B.
      Retired Sonos Staff
      November 23, 2020

      Hi @AndersPG, thank you for your response and for updating us. I’m sorry to hear that you’re still having the same issues after performing the steps that we recommended. At this point, it would be best to understand your network setup and continue working with us over the phone to further check on this. It would be great if you can provide the make and model of your network devices to check compatibility with Sonos and how are they communicate to your network. I recommend contacting our Sonos Customer Care support to perform further troubleshooting and to do some tests on the Sonos app to isolate the issue to provide the best option for you. If you have any questions about this, If you need help with any other information, feel free to reach out. We and the community are always here to help.

      Help others find useful content by clicking the like button and selecting the best answer to your question.
      Andrew.rasmussen1
      Lyricist I
      December 19, 2020

      Hello,  I just submitted diagnostic report number:   505203605

      My system is relatively new,  about 1 month old. I play music often and my older play 3 (right speaker) just started intermittently dropping audio. Router is new and should be very capable of streaming multiple devices. Can you please identify any issues in the diagnostic report?

       

      Is there a way to self diagnose issues and read those reports at the user level? 

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