Avid Contributor I

One speaker from stereo pair stops working

176 replies
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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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Airgetlam

There are indeed multiple potential network issues that can cause this, so there is no single answer that would fix all reported cases.

For instance, simple IP address collisions can equally happen on wired and wireless connections. They’re a result of the router losing its place in the DHCP table, exposed by the soft reboot that Sonos does during the software update process.

That particular issue is relatively easily remedied, at least in the short term. Simply unplug all Sonos devices from power, and while they are unplugged, reboot the router. Only once the router comes back up should the Sonos devices be plugged back in.

A more permanent solution to that issue, and one that I have done, is to go in to your router’s DHCP table and reserve IP addresses for your Sonos. I actually did it for all my network devices, and left the lower 75 addresses for ‘guest’ devices. Took a couple of minutes to find and read my router’s manual, but I haven’t had an issue since.

But indeed, that’s not the only potential reason this can happen, just likely the most prevalent. Providing a diagnostic, much like @pdi27 did, can help. And frankly, I don’t expect every customer service rep employed by Sonos to be a true network expert, so I’m willing to invest some time to reach someone who actually understands the issue I’m having, rather than just reading from a script.

Those folks have a tough job, and for me to expect expertise in each and every aspect of the Sonos system seems to be a bit much. If only Sonos were willing to pay engineer money to their CS folks, I might expect higher levels of knowledge, but I’m a realist. And honestly, every interaction I have had has been ultimately positive, although sometimes requiring some patience and invested time.

Bruce

J

jsamlim

Lyricist I

Hi, I have a Beam and a pair of One SL for stereo. The One SL keeps disconnecting from the setup. This happens on a daily basis. Whenever this happens, I would need to reboot my router and then everything will go back to normal. My diagnostics number is 152563356. Can anyone help me? Thanks!

S

Stuphilly

Lyricist I

Hello, diagnostic report: 70461215

only one speaker in pair getting music.

D

David 52403

Lyricist I

I am having the same issue… One of my paired speakers doesn’t always play music. My confirmation number from the diagnostic test is 1273355924. Thanks.

A

amz007

Lyricist I

Same problem here. I have already gone through phone support as well as Google Wifi support and the whole system is a total mess. Speaker pairs intermittently not working, rooms intermittently not working or syncing. Very disappointing to spend all this money on a system and it doesn’t even work properly. Shame on you Sonos.

C

cmccarty

Lyricist I

Im having the same issue - speakers are great when i set them up as a stereo pair but 9/10 when i come back later, they aren’t paired and only one plays music. I have to break the pair and reset the system in order to ‘fix’ it.

diagnostics - 233280125

C

cmccarty

Lyricist I

There are indeed multiple potential network issues that can cause this, so there is no single answer that would fix all reported cases.

For instance, simple IP address collisions can equally happen on wired and wireless connections. They’re a result of the router losing its place in the DHCP table, exposed by the soft reboot that Sonos does during the software update process.

That particular issue is relatively easily remedied, at least in the short term. Simply unplug all Sonos devices from power, and while they are unplugged, reboot the router. Only once the router comes back up should the Sonos devices be plugged back in.

A more permanent solution to that issue, and one that I have done, is to go in to your router’s DHCP table and reserve IP addresses for your Sonos. I actually did it for all my network devices, and left the lower 75 addresses for ‘guest’ devices. Took a couple of minutes to find and read my router’s manual, but I haven’t had an issue since.

But indeed, that’s not the only potential reason this can happen, just likely the most prevalent. Providing a diagnostic, much like @pdi27 did, can help. And frankly, I don’t expect every customer service rep employed by Sonos to be a true network expert, so I’m willing to invest some time to reach someone who actually understands the issue I’m having, rather than just reading from a script.

Those folks have a tough job, and for me to expect expertise in each and every aspect of the Sonos system seems to be a bit much. If only Sonos were willing to pay engineer money to their CS folks, I might expect higher levels of knowledge, but I’m a realist. And honestly, every interaction I have had has been ultimately positive, although sometimes requiring some patience and invested time.

I appreciate your willingness to help and I completely agree - Sonos customer support shouldn’t be expected to be able to fix advanced network issues. But i’d also say a readily available ‘feature’ in an off the shelf speaker shouldn’t break without advanced network knowledge. Reserving IPs, etc is immediately out of the question for 90% of the population, even with step by step walk throughs.

Airgetlam

Sure….but the Sonos is just like any other network device. It receives the IP address handed to it by the router. There’s not method that I’m aware of for the receiver to recognize whether or not it is receiving a “valid” IP address.

The issue here is that Sonos reboots itself with every software update. But it still relies on the router to give it a valid address. If the router turns out to be handing out bad IP addresses, there’s no knowledge or recourse that Sonos can implement….and it would be the same with any other network connected device.

Sonos can not fix local network issues problems, that’s up to the owner of the network. Sonos employees can see potential issues in the diagnostic when presented, but it’s up to the router manufacturer to create the appropriately valid firmware.

At the end of the day, any networked system like Sonos is only as good as the network it connects to. Network connected devices don’t have the ability to “fix” the network.

Bruce

K

Kathy D

Lyricist I

Left side of stereo pair on Play One stops playing music but can still control volume and play pause. Diagnostic code is 1356217039. Thanks in advance for your help.

T

thatslongformud

Lyricist I

I’m having a similar problem. Diagnostics report number is 46963233. any tips?

thanks

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