One speaker from stereo pair stops working



Show first post

161 replies

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.

  1. 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.
  2. Hardwire one of your Sonos speakers to your router (not your modem).
    • Observe your Sonos system performance.
  3. 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.. 

Userlevel 5
Badge +16

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.

  1. 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.
  2. Hardwire one of your Sonos speakers to your router (not your modem).
    • Observe your Sonos system performance.
  3. 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!

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

Userlevel 5
Badge +16

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. 

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

Userlevel 5
Badge +16

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.

  1. 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.
  2. Hardwire one of your speakers to your router.
    • Test playback and observe Sonos performance.
  3. 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. 

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? 

Userlevel 5
Badge +16

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.

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. 
 

 

Userlevel 5
Badge +16

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 

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

I have similar problem.  My diagnostic number is 575793933.

Thanks.

@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

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. 

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

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

Diagnostic = 359973345

 

My post before yours stands. You're unlikely to get a response from Sonos Community moderators until Monday. You can still contact Sonos Support at the 24/7 options as I indicated.
Hello,
I am having the same issue. Things i’ve done:
  • give a static IP to the Sonos devices
  • have access points on the same band
  • my router and Sonos net are at channels 11 and 6 respectively
  • there are no powered on devices near the Sonos devices
I have 2 x play 5 second edition in stereo with a sub and the same speaker loses connection. The way I fix it is just stop the stream and press play again.

Diagnostic 302342098
You've unfortunately hit a Friday night/weekend, and the forum community moderators tend to be Monday through Friday. Perhaps you should contact Sonos Support directly to discuss it.

Both the Twitter and Facebook support folks are available 24/7.
Hi

I have been having trouble with Stereo Pair with speakers dropping out. It is inconsistent, and often drops in and out over a period of time. I have submitted a diagnostic 1483748854 to see if you can suggest assistance.

Regards
Hi,
I have created a stereo pair and one of them keeps dropping out. I have 3 One's in the house. i have tried moving the 2.4g channel to 1 which looks quiet in my house but it still drops. When it drops Alexa doesn't respond either so it does look network related. Removing the speaker from the pair, rebooting it, and then adding it again usually solves the problem but clearly this is a pain! I have submitted diagnostic 344245911 if someone could take a look please? thanks,
@Mondale It's possible. Also, the console could interfere with the wireless signal if there's metal in it, or if it's thick wood. Try repositioning things a bit and see if there's a difference.
It's wood, but not especially thick. Thanks.
Userlevel 7
Badge +20
@Mondale It's possible. Also, the console could interfere with the wireless signal if there's metal in it, or if it's thick wood. Try repositioning things a bit and see if there's a difference.
@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.


I have the setting at compressed. It's better than before but doesn't explain the pairing inference. Would power strips and/or old school vintage (1970s) speakers cause inference? I grafted my sonos collection to my vintage hifi setup and I have everything in a single media console.
Userlevel 7
Badge +20
@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.

Reply