One speaker from stereo pair stops working


Userlevel 1
Badge +1
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.

159 replies

Userlevel 7
Badge +17

Hi @Kwm 

Thanks for sending the diagnostic.

At the time of the diagnostic, it seems the left bedroom speaker was suffering from some 2.4 GHz interference. The most common cause of this is it being too close to an access point, or another WiFi device. Please make sure it has 1m separation from any other WiFi devices.

In addition, the two halves of the pair are connecting to different Google mesh nodes. This shouldn’t be a problem, but I suppose it could be. Rebooting a nearby mesh node should resolve this, at least until the speakers reboot again. It does look like you may have too much WiFi coverage in the bedroom - you may get better results by simply having less access points.

As the issue is following a particular unit, however, that sort of changes things. It may help to reset that unit - unpair it first, then follow the instructions to factory reset it, set it up again and re-pair.

I hope this helps.

 

It appears it affects one physical unit, regardless of if it’s assigned right or left, and regardless of where in the house the unit is placed. 

Here is my diagnostic report 1742961977

 

The plot thickens: it appears the right speaker goes out mainly when I’m playing on Apple podcast using airplay. When I use the Sonos app to play, it appears to work fine, again, as long as it’s not an Apple podcast. 
 

Any insight from the diagnostic report?

Userlevel 7
Badge +17

Hi @Kwm 

I’m afraid I can’t really troubleshoot a stereo pair when the diagnostic is sent while that stereo pair doesn’t exist. Could you please reconfigure your system to the way you want it to work, recreate the issue and then send another diagnostic? Thanks.

Also, what happens if you make a different physical speaker the right side of the pair? Is it still the right speaker that has issues, regardless of which speaker the right speaker actually is?

Ive tried restarting my router. Like 12 times. The issue continues as before each time  

Ok here is the new diagnostics report 759345870 

 

note that I separated the stereo pair and labeled the new one “office“  and as before all three are working fine with no issues whatsoever. werr I to re-pair the two, the issue comes back, no matter where in the house the pair is. it is always the right speaker that cuts in and out.  

 

 

 

Userlevel 7
Badge +17

Hi @Kwm 

Your diagnostic didn’t contain any information as your phone was not connected to your system at the moment the diagnostic was sent.

I recommend you reboot your router by removing power for at least a minute, then turning back on.

Please then send another diagnostic while your phone is connected to the Sonos system, replying here with the number given, and we’ll try again. Thanks.

Guess what. When I unpaired the pair they work perfectly fine anywhere in the house!. So the issue is a software issue with paired speakers. Can someone from tech support please respond?

I have the same issue. Right speaker cuts in and out. Diagnostic report 1839638851. I can’t change the wireless channel because none of my three units are wired. It doesn’t make sense that there would be wireless interference when the stereo pair are 4 feet from each other! And only one cuts out over and over for two years? No it can’t be wireless interference. When I move the right speaker it doesn’t correct it. 

What might be worth trying is to temporarily unpair/ungroup the two speakers and just swap their positions and see what happens with the speakers after that. It’s clear the devices are 4ft from each other, but I don’t understand why you can’t change their WiFi channel or the channel-width on your router? Perhaps try fixed channel 11 or 6 and set a channel width of 20MHz and ensure that both speakers are set a metre away from the router, or any other wireless access point.

I have the same issue. Right speaker cuts in and out. Diagnostic report 1839638851. I can’t change the wireless channel because none of my three units are wired. It doesn’t make sense that there would be wireless interference when the stereo pair are 4 feet from each other! And only one cuts out over and over for two years? No it can’t be wireless interference. When I move the right speaker it doesn’t correct it. 

I’m having a similar problem. Diagnostics report number is 46963233.  any tips?

 

thanks

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.

 

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.

 

 

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.

 

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

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.

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.

Hello, diagnostic report: 70461215

 

only one speaker in pair getting music. 

Hi, I have a Beam and a pair of One SL for stereo. The One SL keeps disconnecting from the setup. This happens on a daily basis. Whenever this happens, I would need to reboot my router and then everything will go back to normal. My diagnostics number is 152563356. Can anyone help me? Thanks!

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.

My issue has not resolved after all sorts of attempts. I have finally given up and have the speakers operating independently. 
 

I was considering purchasing the Sonos Arc but have decided to hold off given the lack of customer service on this issue from Sonos. 

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.

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 5
Badge +16

Hi @Sunne, thanks for your response and for updating us. At this point, it would be best to contact our technical support team for more in-depth troubleshooting steps. Please do not hesitate to reach out if you have further questions or concerns. We are always happy to help out.

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.

 

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