One speaker from stereo pair stops working



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Most welcome 😉
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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.
Userlevel 7
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Same issue here. Right channel of stereo pair won’t play. I’ve tried un pairing and re-pairing with the same result described above In other posts.

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.
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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.
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.
Does swapping the speakers over, make any difference? I would try that at the very least and if the replacement speaker still drops out, then look at the actual connection and cable.
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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:
  • 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.
Hope this works for you.
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.I would have tried the swap first, as mentioned ...and because I have other devices around my home, I would have even tried a factory reset of both the speakers, just one at a time, particularly if I had no other speakers, so that I don’t lose my existing system (Household) setup.

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
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Hi, yes, I tried all that!
Hi, yes, I tried all that!I see reading back through the thread you have turned off the WiFi on your speakers too. I assume you also removed your stored WiFi credentials in the Advanced Settings of the App when you initially cabled them.

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.
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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.

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
Userlevel 7
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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.......

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.

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I know the “canned” Sonos answer to this problem is wireless interference, I have been fighting this problem for almost a year and have tried everything recommended. What I don’t understand, Is why my Play1’s have no drop issues until they are paired? Is there sudden interference once they are paired? It appears to me there is a major bug with the pairing operation, particularly if everything works great until you pair, then it goes to hell.

Any thoughts, explanations or clues are appreciated.
Userlevel 7
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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


Thanks for sending in the report. It looks like your speakers are connecting to different wireless access points which are running on different wireless channels. This can make it hard for your speakers to stay in sync. Please make sure all of your wireless access points are set to channel 11, and that your speakers aren't too far apart.
I am having the exact same problem. Right speaker stops working but the button still controls the music coming out of the left speaker. Diagnostic confirmation number is: 1936647214
I have the same problem since a couple of months. Two wired play:5's in stereo and the right one stops playing every other day. The buttons still work on the device, but no sound. I have to unplug and plug it to reset it. After a 5 minutes the speaker starts to work again. Must be a "recent" firmware change because I have my speakers for 4 years and never had this problem before.
Bart Riemens,

Albeit a while back now, I have encountered this issue in the past with my old Play 5's and I just broke apart the stereo pair and reset each one, one at a time so that I did not lose my setup ...and having set them up again as a pair, I have had no issues since. I also changed my wifi channel to one that was least-used in my locality, so that perhaps helped too.
Hi there Jeff, I'm having the same problem with my Sonos stereo Play 1 speakers where I am having to separate the stereo pair and then re-sync them every time I use the speakers.

The diagnostic confirmation number is 762398828. Thanks.
Hey Sonos staff,

I am answering to this thread as I do have a similar issue with Sonos Play:1 that I bought a couple of months ago. I do have the sound coming out of one speaker and not the other in a stereo pair. However, with the controller buttons (volume up/down, pauze/start) of both device I can control the sound coming of the only speaker working. Seems like they are connected to each other ?

My diagnostic report number is 1868022631.
Could you check what the rootcause is and what can be done to fix this ?

Kind regards,
Yciine

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!

Userlevel 7
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Hey Sonos staff,

I am answering to this thread as I do have a similar issue with Sonos Play:1 that I bought a couple of months ago. I do have the sound coming out of one speaker and not the other in a stereo pair. However, with the controller buttons (volume up/down, pauze/start) of both device I can control the sound coming of the only speaker working. Seems like they are connected to each other ?

My diagnostic report number is 1868022631.
Could you check what the rootcause is and what can be done to fix this ?

Kind regards,
Yciine


Hi there,

Thanks for sending in the report. There are some wireless communication errors showing up between your speakers and network. I also see that there is a wireless network in close range to yours that is running on the same channel as your own. This could be causing interference, making it hard for your speakers to play in sync. Please try changing your router's wireless channel to 6, which is less crowded.
I know the “canned” Sonos answer to this problem is wireless interference, I have been fighting this problem for almost a year and have tried everything recommended. What I don’t understand, Is why my Play1’s have no drop issues until they are paired? Is there sudden interference once they are paired? It appears to me there is a major bug with the pairing operation, particularly if everything works great until you pair, then it goes to hell.

Any thoughts, explanations or clues are appreciated.

I have 5 pairs of Play:1’s/Sonos Ones. They all run on SonosNet and are set on a channel that is 5 channels away from my central router 2.4ghz channel. I have no stored WiFi credentials in the Sonos App Advanced Settings and have reserved their IP addresses in the DHCP Reservation Table, as mentioned in the threads on this forum. I’ve not had a dropout issue. My Son and Daughter have paired Play:1’s too, though not as many, and they’re not having any such problems either.

So my thoughts are you must have something local that’s causing this issue.

Have you spoken with Sonos Customer Care? A year wrestling with this issue seems much too long to me. I would give them a call.

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.

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