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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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    Airgetlam
    Airgetlam
    May 2, 2022

    @MkLHX there are a couple of threads about this issue, Sonos has identified an issue in the current software release. See the ‘answer’ as posted in 

     

    although there’s at least one other thread with the same information, more particularly around surround speakers, which I don’t have the time to find for you. 

    Bruce
    MkLHX
    Lyricist II
    May 3, 2022

    Hi @Airgetlam,

    Thx for the answer. If Sonos find an issue about this behavior why they don't display anything about this on the faq or something else?

    I waste 2h with the support chat asking for dummies tests (socket swap, cords swap, Ethernet link etc etc).

    So what are my options?

    The issue can be fix or I need to send my device to support?

    Airgetlam
    Airgetlam
    May 3, 2022

    I’d expect that you would need to wait until there’s a software release that purports to have a fix in it. I can’t speak to how much information Sonos engineering shares with their (likely third party, in many cases) phone support folks. 

    I wouldn’t expect that sending in a device, if it’s a software issue as suggested in that thread, would be overly beneficial, for either you, or frankly Sonos. They’ve apparently identified the problem, which suggests that they can reproduce it locally, and are working on it. Patience, as ungratifying as that may be, seems to be the only path to take at this moment. 

    Bruce
    MkLHX
    Lyricist II
    May 10, 2022

    Hi @Airgetlam,

    Thx for your reply. I understand the POV of Sonos side engineers. I hope software release can fix the issue.

    I'm an iot engineer too and I know how it's difficulté to reproduce and find what happening on the customer side.

    I'm just scare about my issue because the play1 shutdown after a while. It's look like an hardware issue bit if everybody in this thread encount the same behavior and Sonos says it's a software issue I'll wait the new release with many hopes.

     

    Rumbletonk
    Lyricist I
    December 28, 2022

    Hi,

    Just installed a new ARC, Sub and 2 x one SL. Turns out I've been sent 1 x one and 1 x One SL. I'll pick that up with the supplier. The other is the right side (One SL) isn't working. Please could you help?

    Many thanks

    Rumbletonk
    Lyricist I
    December 28, 2022

    Sorry, meant to say the other ISSUE.

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