One speaker from stereo pair stops working

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Jeff S
Userlevel 7
Badge +20
@Mondale I'm just going off of what I see in your report. There's a reason there are wireless communication errors, troubleshooting is how to find it. I see that your Boost is trying to send quite a lot of data, and it's backed up. How close is the Boost to your router? If they are too close, they can interfere regardless of wireless channel. Also, sometimes power outlets can cause interference try moving any speakers slightly away from walls.

It's hard to do more specific troubleshooting with limited information and tools. If these steps don't help it would be a good idea to continue troubleshooting with our phone team as they can try things live, and have more tools available. Our number and hours are found here.
A

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? 

S

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

C

Hi 

 

I have the same problem - in my stereo setup with 2 Sonos One and a Sub, only one Sonos One is playing. It occurs quite often. I usually fix it by removing power to the Sonos One which is working, and the attaching power again.

Diagnostic report: 1253283595

Access point is approx 3-4m away

Best regards

Søren

S

Hello, diagnostic report: 70461215

 

only one speaker in pair getting music. 

K

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.

 

Rowena B.
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. 

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A
Same problem here. My diagnostic information is send with number:

2035234434
J

I have similar problem.  My diagnostic number is 575793933.

Thanks.

C

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

 

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.

 

D
Same problem here - happens regularly!
Diagnostic report 1458810722
H

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

A

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. 
 

 

M
@Mondale I'm just going off of what I see in your report. There's a reason there are wireless communication errors, troubleshooting is how to find it. I see that your Boost is trying to send quite a lot of data, and it's backed up. How close is the Boost to your router? If they are too close, they can interfere regardless of wireless channel. Also, sometimes power outlets can cause interference try moving any speakers slightly away from walls.

It's hard to do more specific troubleshooting with limited information and tools. If these steps don't help it would be a good idea to continue troubleshooting with our phone team as they can try things live, and have more tools available. Our number and hours are found here.

Thanks. Yesterday was a particularly bad day for whatever reason and the obvious problems weren't really applicable. But my boost is basically next to my router. How far should they be? Also I noticed that the pairing dropped out only when I was using my line-in turntable, but not spotify. This was the case for both the paired speakers near the router and boost and the ones in the other room.
Jeff S
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.
M

HI there,

I need help about this issue.

After 9 years working goods my play1 duo for surround have an issue. One of them stop working after a while. When I restart it by unplug/plug the play1 is back on the system and after a while the play1 shutdown and disappear of the surround.

I've already switch devices, change sockets test with Ethernet cable the same play1 stop working.

My diagnostique report number is 

1802827668

 

I hope somebody from Sonos can help me to fix it.

Mickael.

M
@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.
Rowena B.
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.

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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
Jeff S
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.
A

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.

R
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
Airgetlam

@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
Airgetlam
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.
Bruce

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