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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Thanks Paul. Would that happen though if both speakers are ethernet-wired to the router though? They are, so there's no wifi communication between the two speakers, so I don't understand why the right speaker would lose its connection...?
Thanks Ken, I chose channel 6 because Sonos can only use channels 1, 6 or 11, apparently.
I have since set SonosNet to Ch11 and my router to Ch4.
In any case, the speakers are ethernet-wired now, so the wifi channel is irrelevant, isn't it? I'm on a Mac, so if you can recommend a way of checking signals etc, that'd be good. Thanks.
I have since set SonosNet to Ch11 and my router to Ch4.
In any case, the speakers are ethernet-wired now, so the wifi channel is irrelevant, isn't it? I'm on a Mac, so if you can recommend a way of checking signals etc, that'd be good. Thanks.
I have since set SonosNet to Ch11 and my router to Ch4.
In any case, the speakers are ethernet-wired now, so the wifi channel is irrelevant, isn't it? I'm on a Mac, so if you can recommend a way of checking signals etc, that'd be good. Thanks.
To scan your locality for best wireless channel, use some software off the internet ... just google WiFi channel scanners. I tend to use either wifiinfoview but there are other scanners, InSSIDer being another. The reason Sonos chose just three channels 1, 6 and 11 is because those do not overlap and so having your router on Channel 1 and SonosNet on channel 6 or 11 would be better, but scan your locality first to find which of those channels are least used by your neighbours.
Then don’t forget the other things the Staff mentioned to you earlier and that’s to move things a couple of feet apart to reduce any interference around all your devices and hopefully all these things will then resolve your dropout issue.
Hope that helps.?
MattyBur,
See if this link also helps..
https://www.netspotapp.com/best-wifi-channel-scanner-apps-mac.html
See if this link also helps..
https://www.netspotapp.com/best-wifi-channel-scanner-apps-mac.html
Thanks for the advice, all.
Just to clarify, my Mac is hard-wired to the router by ethernet too (it's a desktop Mac Pro), as is the TV, so, since hard-wiring the Sonos speakers too, wifi shouldn't be playing a part in this at all. I only use wifi for my phone at home, really.
Anyway, I'll see how it goes and report back... Thanks again. M
Just to clarify, my Mac is hard-wired to the router by ethernet too (it's a desktop Mac Pro), as is the TV, so, since hard-wiring the Sonos speakers too, wifi shouldn't be playing a part in this at all. I only use wifi for my phone at home, really.
Anyway, I'll see how it goes and report back... Thanks again. M
The majority of the time when one speaker in a stereo pair stops playing it is due to a wireless communication error between the sides of the pair. Please submit a diagnostic report after this happens, then reply here with the confirmation number.
Jeff, here is my diagnostic code. Same problem! 1233036126
Userlevel 7
+20
Here is the diagnostic ID: 1836543787
Sorry for the late response. If you're still having issues, please try switching over all of your Ubiquiti access points to the same wireless channel. Channel 6 looks to be pretty good. When the access points run on different channels, it can make it hard for your Sonos speakers to stay in sync.
Userlevel 7
+20
The majority of the time when one speaker in a stereo pair stops playing it is due to a wireless communication error between the sides of the pair. Please submit a diagnostic report after this happens, then reply here with the confirmation number.
Jeff, here is my diagnostic code. Same problem! 1233036126
Thanks for the report. Your speakers are connecting to different wireless access points, which are running on different wireless channels. Please make sure all of your wireless access points are running on the same channel and see if that helps.
Same problem here, but I'm using Boost so it's supposed that wireless problems are covered, so I don't know.-
No, in a BOOST or Wired setup, the devices would still be getting IP addresses from your router.
Uhh, in that case, I'm gonna try fixed ips. Thanks Airgetlam!
Most welcome 😉
Same issue here. I reported every details in a support Email and tried every suggestion the wrangler raised but none works.
ref:_00D1N2JMtd._5001NmLh2M:ref
I met this issue since I upgraded the latest version of the software. I think it's a new bug.
ref:_00D1N2JMtd._5001NmLh2M:ref
I met this issue since I upgraded the latest version of the software. I think it's a new bug.
Userlevel 7
+20
diagnostic: 182570923.
Hi there,
Thanks for sending in the report. Your speakers are connecting through different access points on your Google mesh. The 2 access points are running on different wireless channels, making it hard for your speakers to stay in sync. Try changing your Google mesh access points over to the same wireless channel and see if that helps.
You could also try moving the speakers closer together so they are both on the same access point, or by moving away all but 1 access point.
Hi, so I'm still having this issue, where the right speaker of the stereo pair sometimes fails, and I have to ungroup then regroup that room for it to come on again.
I keep being told about wi-fi problems on here, but I've already explained that the speakers are wired, the audio source is the TV and that it has nothing to do with wi-fi.
It seems that whatever the diagnostic log might say, Sonos will always tell you it's a problem with your wi-fi setup that is the problem (ie User Error) - not their speakers. Even when wi-fi isn't involved. Disappointing.
I keep being told about wi-fi problems on here, but I've already explained that the speakers are wired, the audio source is the TV and that it has nothing to do with wi-fi.
It seems that whatever the diagnostic log might say, Sonos will always tell you it's a problem with your wi-fi setup that is the problem (ie User Error) - not their speakers. Even when wi-fi isn't involved. Disappointing.
I keep being told about wi-fi problems on here, but I've already explained that the speakers are wired, the audio source is the TV and that it has nothing to do with wi-fi.
It seems that whatever the diagnostic log might say, Sonos will always tell you it's a problem with your wi-fi setup that is the problem (ie User Error) - not their speakers. Even when wi-fi isn't involved. Disappointing.
Yes, I tried that as an early idea, when it was still using the wireless connection. Whichever is the right speaker will drop out sometimes. It happens whether the connection is wireless or wired. Connection is fine though, as ungrouping the speakers in the app and grouping them again solves it, until the next time.
Userlevel 1
I had this very same issue with my Right speaker not playing as a surround sound speaker but playing music when connected as a stereo pair. I fixed it. Here is the scenario and what I did to fix it:
I have 1 Sonos Playbar, 1 Sonos Sub and 2 Sonos Play 5's 2nd gen. The Play 5's are my rear surround sound speakers. After I moved them to a new room one of the Play 5's stopped connecting via wifi. I researched the issue and some Play 5 2nd gen's have faulty wifi cards inside. The "broken" Play 5 will connect via an ethernet cable to my router.
When connecting the "broken" Play 5 with an ethernet cable the speaker will work as a stereo pair to my other Play 5. However, once added as a surround speaker it is not recognized by the sonos app. When trying TruePlay Tuning the Sonos app would not recognize the "broken" speaker. I swapped the 'broken" Play 5 with the other Play 5 (from Right speaker to Left speaker) and this did nothing to solve the problem.
The fix:
I have 1 Sonos Playbar, 1 Sonos Sub and 2 Sonos Play 5's 2nd gen. The Play 5's are my rear surround sound speakers. After I moved them to a new room one of the Play 5's stopped connecting via wifi. I researched the issue and some Play 5 2nd gen's have faulty wifi cards inside. The "broken" Play 5 will connect via an ethernet cable to my router.
When connecting the "broken" Play 5 with an ethernet cable the speaker will work as a stereo pair to my other Play 5. However, once added as a surround speaker it is not recognized by the sonos app. When trying TruePlay Tuning the Sonos app would not recognize the "broken" speaker. I swapped the 'broken" Play 5 with the other Play 5 (from Right speaker to Left speaker) and this did nothing to solve the problem.
The fix:
- Make sure there are no other connected devices between your rear speakers or directly behind the rear speakers. You may think this is not an issue but it probably is. Suck up your pride and disconnect all devices near or in between your two surround speakers. I swallowed my pride and unplugged my Logitech harmony remote's charging base. This may have been the sole issue or part of it.
- Make sure your router's 2.4 g hz is on channel 11. Other channels to try are channel 1 and channel 6. Channel 11 seemed best for me.
- Give all speakers a static IP. Do so by logging into your router and assigning a static IP for each of your Sonos speakers. Don't forget the Sub. You can check each Sonos device IP within your Sonos app via settings -> About My Sonos System.
- If your rear speakers are currently set as surround sound, remove them as surround sound via the settings on your Sonos phone app. Seetings -> Room Settings -> Remove Surrounds.
- Test your Playbar and Sub to make sure they can connect via wi-fi and they both work. Do so by playing a song or using your tv to test that the audio still plays through the Playbar and Sub.
- Plug your Playbar speaker into your router via an ethernet cable.
- Disable wi-fi on your Playbar. Settings -> Advanced Room -> Wi-Fi -> Playbar -> Disable Wi-Fi.
- Reset your router. Technically I didn't do this but it's probably a good idea.
- Once again, test the Playbar and sub to make sure they can play music, etc.
- Plug the "broken" Play 5 speaker into the router via an ethernet cable.
- Add the "broken" Play 5 speaker within your Sonos app.
- Turn on wifi on your Playbar. Settings -> Advanced Room -> Wi-Fi -> Playbar -> Enablee Wi-Fi.
- Add your left and right rear speakers as surround sounds.
I have numerous stereo pairs myself, so it’s not a problem to reset both in my case and then add them back via the 'Add Player or Sub' setting in the App. It only takes a few minutes to do these things.
So that would probably be my next step and then pair them again, setup trueplay etc. and try them wired (or even wireless) again.
Obviously though the decision to do the reset is yours and is at your own risk.
If you do try that then the factory reset procedure is shown in the link below, but make sure you know what you’re doing. Don’t want to see you lose your existing setup...
Factory resetting a Sonos product
Hi
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.
Hi, yes, I tried all that!
There has been an update recently, so you may want to go back and try some of the things again. However...
I have numerous Sonos pairs around my home 'Play:1’s', 'Sonos ones' and Play 5’s and I’m definitely not suffering at all with this issue, so I don’t think this will turn out to be software related... it is likely to be hardware, network related, or your local environment ...that’s my guess.
The only other thing I can think of, is trying different router ports, or if you are using a switch anywhere on your network to perhaps try a different one, preferably unmanaged.
Obviously I would change the cables linked to the speakers aswell. It’s going to perhaps be a slow process of elimination by the sounds of it.
Userlevel 5
+16
Hi
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.
- 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.
- 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
- 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.
Similar issues here since a few months. Nothing has really changed in the house or sonos setup. Right speaker stops playing music in a stereo setup.
Breaking up the stereo pair (play 1’s) and joining them up again as a stereo pair seems to fix the issue for a short while (after which the problem returns).
When the right speaker stops playing music (left continues), the right speaker can still be used to pause the music using the pause button.
Submitted diagnosis: 325690171
Breaking up the stereo pair (play 1’s) and joining them up again as a stereo pair seems to fix the issue for a short while (after which the problem returns).
When the right speaker stops playing music (left continues), the right speaker can still be used to pause the music using the pause button.
Submitted diagnosis: 325690171
Userlevel 7
+17
I wonder if this is just a play1 stereo pair problem?
Has only ever happened to me twice, but only in last 3months or so.......
Has only ever happened to me twice, but only in last 3months or so.......
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