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sumatthews
Contributor I
April 14, 2018

Sonos and Alexa keep dropping out

  • April 14, 2018
  • 3 replies
  • 851 views
We have a new Alexa speaker 1 in the bedroom, which is in the loft, so separated by a couple of floors from the bridge on the ground floor. We have a WiFi booster on the floor between.
Issue we have is that alexa is inconsistent and drops out .
The router is a few years old now, is there anything we can do to fix the problem ,which is irritating ..
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3 replies

Keith N
Keith N
Sonos Staff
April 23, 2018
Hello there, sumatthews. Thanks for posting and welcome to the Community. Are you still having troubles with audio dropouts? Would you mind submitting a diagnostic report and replying with the confirmation number it gives at the end? This will help me get a better picture of what is causing this.

Do the dropouts only happen only when talking to Alexa or does this happen regardless of the audio being played to the Sonos One? Do you have any Sonso devices plugged into the main router?

Thanks!
Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.
sumatthewsAuthor
Contributor I
April 29, 2018
Hi Keith , apologies for the delay in replying - we've run a diagnostic and this is the number - 1714646333
We have repositioned our router, bridge and boost now so it is as close to the centre of the house. Also put the network booster in the bedroom .
We think it might be the router is a bit weak as we have issues with the time it takes to load up websites on other devices too .
Thanks for your help
Keith N
Keith N
Sonos Staff
May 1, 2018
Hey there, sumatthews. No worries about the delay. The diagnostic report is showing a number of errors including a de-authorization error. This means that the network is kicking Sonos off the network. In this case, it's best to give our support technicians a call to troubleshoot this in real time over a remote session. They are able to get a closer look at the network settings and ensure Sonos is able to work without issue.
Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.
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