Avid Contributor I

One speaker from stereo pair stops working

176 replies
73563 views

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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Rowena B.

Retired Sonos Staff

Hi @Andrew.rasmussen1

Thank you for reaching out to the Sonos community and for sharing this with us. Let me help you with this.

Based on the diagnostic, there's interference in your wireless network that may be caused by wireless congestion or low wireless range; an audio dropout was detected in your due to sync error, and the other one is a dropped room in one of your rear speakers. These network-related issues may be causing the issue.

Have you performed the steps we provided in this thread? The sequential reboot of your network devices, all your Sonos products, and force close mobile controllers to refresh the connection. Let me provide you the troubleshooting steps.

Sequential reboot to refresh your network and all your Sonos devices connection.
- 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.
- Test playback from your Apple music and observe.
Hardwire one of your speakers to your router.
- Test playback and observe Sonos performance.
If you have access to your router settings, below are the settings that need to be verified. You can contact your Interner Service Provider or router manufacturer for assistance.
- The auto channel must be set to Off
- Choose the best non-overlapping channel (1,6,11)
- Set channel bandwidth to 20MHz
- Both 2.4GHz and 5GHz should be enabled
- UPnP should be enabled
- 802.11 bands should be set to b/g/n
- Airtime Fairness should be disabled (if applicable)

If you’re still having the same issue, you may need to contact our phone support team with your full network set up to look into this. Our phone support has the tools to check what's going on in your system and to remotely access your device to address the issue.

Please let me know if you have any further questions or concerns, I'll be glad to assist you.

Help others find useful content by clicking the like button and selecting the best answer to your question.

H

HDLA

Lyricist I

Hi, same problem here. Right speaker of setup of two ONEs stops playing, can only be reset by resetting router. Diagnostics report: 1697165304

Rowena B.

Retired Sonos Staff

Hi @HDLA, thank you for reaching out to the Sonos community and for letting us know about your concern. Have you performed the troubleshooting steps provided in this thread? Did it work? If you have already gone through the steps and nothing work, I recommend contacting our phone support to further assist you. If you need help with any other information, feel free to reach out.

Help others find useful content by clicking the like button and selecting the best answer to your question.

S

Sunne

Lyricist I

Hi!

I have the exact same problem. The right speaker of my setup of two ONEs is silent while the left keeps playing.

I have two ONEs in the kitchen as a stereo pair and two ONEs in the bedroom as a stereo pair, same issue in both rooms.

The system was working fine with the “old” S1-app and started when i changed to the new S2.

I’ve tried everything that I can think of, also the above instructions.

Diagnostics report: 1398258530

Rowena B.

Retired Sonos Staff

Hi @Sunne,

Thanks for reaching out to the Sonos community and letting us know about your concern. Let me help you with this.

Based on the diagnostic, shows audio dropout due to sync errors and wireless interference was detected in your Sonos system and it's caused by poor wireless conditions. Wireless interference can occur when two or more wireless devices compete for the same WiFi space. You can also find instructions on how to reduce wireless interference in our short video.

Here are the steps that you can follow and see if it works for you.

Sequential reboot to refresh your network and all your Sonos devices connection.
- 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.
Hardwire one of your Sonos speakers to your router (not your modem).
- Observe your Sonos system performance.
Separate and re-create stereo pair on your Sonos One's speakers.
- Observe your Sonos system performance.

If there's no improvement with your Sonos system, I recommend contacting our phone support with your full network setup including the make and model of each device, and for more in-depth troubleshooting steps.

Please let me know if you have any further questions or concerns, we'll be glad to assist you.

Help others find useful content by clicking the like button and selecting the best answer to your question.

S

Sunne

Lyricist I

Hi @Sunne,

Thanks for reaching out to the Sonos community and letting us know about your concern. Let me help you with this.

Based on the diagnostic, shows audio dropout due to sync errors and wireless interference was detected in your Sonos system and it's caused by poor wireless conditions. Wireless interference can occur when two or more wireless devices compete for the same WiFi space. You can also find instructions on how to reduce wireless interference in our short video.

Here are the steps that you can follow and see if it works for you.

Sequential reboot to refresh your network and all your Sonos devices connection.
- 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.
Hardwire one of your Sonos speakers to your router (not your modem).
- Observe your Sonos system performance.
Separate and re-create stereo pair on your Sonos One's speakers.
- Observe your Sonos system performance.

If there's no improvement with your Sonos system, I recommend contacting our phone support with your full network setup including the make and model of each device, and for more in-depth troubleshooting steps.

Please let me know if you have any further questions or concerns, we'll be glad to assist you.

Hi Rowena.

As I said I have tried everything, and i cant seem to find a phonenumber to you for my location.

My system works flawlessly when the ONEs are not “stereo paired”. It takes longer to get the music going but it sounds great.
The problem starts when i pair them, and whatever speaker i choose as the left one keeps playing music and the right is silent..

For me this sounds like a bug in the software. Mostly because how god everything worked with the old app..

Rowena B.

Retired Sonos Staff

Hi @Sunne, thanks for your response and for updating us. At this point, it would be best to contact our technical support team for more in-depth troubleshooting steps. Please do not hesitate to reach out if you have further questions or concerns. We are always happy to help out.

Help others find useful content by clicking the like button and selecting the best answer to your question.

P

pdi27

Lyricist I

I am having this same thing. I have two Sonos One (2nd gen) in my family room and the “stereo pair” that I create does not work. I have unpaired and re-paried multiple times with no success. It will go thru the whole process and say it’s done, but it does not work. Diagnostic #1528109217. Please help - very frustrating for $200 (each) speakers!

M

MattyBur_UK

Lyricist I

Ah, yes. This is still happening to me but I gave up trying to get any answers on it.

All Sonos will ever say is that there is ‘interference on my Wi-Fi’, regardless of the fact that I’ve stated many times that the speakers are hired-wired via ethernet and are not using the Wi-Fi.

That’s their stock response though, and means they can blame the user rather than acknowledging any fault on the part of them or their products.

T

TAC70

Lyricist I

My issue has not resolved after all sorts of attempts. I have finally given up and have the speakers operating independently.

I was considering purchasing the Sonos Arc but have decided to hold off given the lack of customer service on this issue from Sonos.

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