Keeps cutting in and out

  • 10 January 2021
  • 3 replies
  • 134 views
M

I have 2 play 1 and a first generation play 5 

mall works well until release of new controller. Can’t update as the gen 1 play 5 doesn’t allow

me to. System works fine but the play 5 keeps cutting in and out. Play 5 in one room, 2 play 1 in next room with a wireless hub in between the two rooms. 
all Speakers are within 5 metres of each other. No hassles with play 1 but continuous drop outs with the play 5 

please help

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3 replies

Rowena B.
Userlevel 5
Badge +16

Hi @MS3122, welcome to the Sonos Community, and thanks for letting us know about your concern. To help you out why your Sonos Play 5 cuts in and out while playing music, I'll be requesting from you in submitting a diagnostic report to check your Sonos system, and don't forget to include the confirmation number in your response to find out the cause. Please let us know if you have any further questions or concerns, we'll be glad to assist you. 

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M

Hi Rowena B

Diagnostic report number

1321912439

 

Thank you 

 

Daniel

Rowena B.
Userlevel 5
Badge +16

Hi @MS3122, 

Thanks for your response and for submitting the diagnostic. 

Based on the report, your Sonos is running under the S1 system. Are you getting a message to update your system to S2? If so, both of your Play 1 speakers are compatible with S1 and S2 systems. However, your Play 5 is only compatible with the S1 system. 

  1. If you will proceed with the update you will have split your Sonos into S1 (Play 5) and S2 systems (Play 1's), you need to remove your Play 5 from your existing system by following the steps below:
    • Remove products using the removal tool
      • Open the Sonos S1 Controller app for iOS or Android.
      • From the Settings tab, tap System.
      • Tap System Tools, then tap Remove Products.
      • Follow the on-screen steps to select and remove your incompatible products. 
    • Your Play 5 is eligible for the Sonos Upgrade Program. Please see the FAQs on the Upgrade program home page for more information on eligible products and redeeming your credit.
  2. If you want to stay using the S1 system, that's fine. Let me suggest the next troubleshooting steps to address the audio issue with your Sonos.
    • 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 and observe Sonos performance.
  3. Relocate or move your Play 5 closer to the router to determine if it is a wireless range issue.
    • Test playback from and observe Sonos performance.
  4. Hardwire one of your speakers to your router.
    • Test playback and observe Sonos performance.

 

Let us know how you get on with the advice above. Please run another diagnostic report and include the confirmation number in your response for us to check. We’ll wait for your reply.

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