Is your music cutting out? Or are your players disappearing from the app?

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385 replies

Edward R
Userlevel 7
Badge +20
I have a new Sonos Playbar (hardwired into router with Ethernet cable) as well as a Sonos Sub (on WiFi). When I did the initial setup everything seemed to work fine, however after a few days I noticed not much sound coming from the Sub. I did the Audio Recalibration and realized my Sub was outputting nothing in the test. I removed the Sub and re-added it to the room successful, but again no sound from the Sub during the audio setup test. I tested changing the wireless channel as well as doing a full reset of my router. I have run a diagnostic (confirmation number 728486372). Any help please? Thanks.


Hi there, thanks for getting in touch. It appears that there may be a fault with your SUB. Please contact our support team via telephone, they will be able to conduct some further tests with you. Many thanks.
B
I have been experiencing this problem for months and it is an all-consuming blight on my listening experience. Even when I manage to get a song to play, it invariably switches to a completely different one seemingly at random within a minute. I have tried switching to channels 6 and 11 with no avail. I stream from Spotify and constantly see the pop-up saying the connection to Spotify was lost. One way to resolve this issue would be to allow us so stream locally cached Spotify files from phone or laptop, rather than always have to stream over the internet. Perhaps we can hope for this with AirPlay?

Diagnostic code is 579487317. Would be grateful if someone could take a look.
D
I have a new Sonos Playbar (hardwired into router with Ethernet cable) as well as a Sonos Sub (on WiFi). When I did the initial setup everything seemed to work fine, however after a few days I noticed not much sound coming from the Sub. I did the Audio Recalibration and realized my Sub was outputting nothing in the test. I removed the Sub and re-added it to the room successful, but again no sound from the Sub during the audio setup test. I tested changing the wireless channel as well as doing a full reset of my router. I have run a diagnostic (confirmation number 728486372). Any help please? Thanks.
Edward R
Userlevel 7
Badge +20
Same issues, after flawless play for months I’m not getting constant track skips when in group mode


Case - 1012696154

Can you someone look into it

Hi there, welcome to the community. It looks like you are using multiple access points which can mean that your devices are switching from one access point to another. Devices operating on different access points are prone to grouping issues. Even when on the same access point, your devices are being subjected to wireless interference due to the fact that your guest network is generating interference as well.

Please see below:



Guest networks with antennae operating on the same frequency as your main network can generate "noise" which disrupts data from being transmitted to the main network.

This may have worked well for quite some time, however, configuration issues can emerge at any moment on an incompatible setup. If you have configured your access points, a firmware update to them may have removed these settings. I would recommend looking at this article relating to compatibility, and this one concerning Boost vs. wireless setups. Please let us know if you have any further questions.
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J
Same issues, after flawless play for months I’m not getting constant track skips when in group mode


Case - 1012696154

Can you someone look into it
Edward R
Userlevel 7
Badge +20
Hi, Lucian. I would recommend changing the Sonosnet channel to 11. I can see that you have a wireless access point in close proximity to (or in) your home broadcasting on the same wireless channel as Sonos. Please try this and let us know how it goes.
L
Ever since the last update my Play:1 devices just stop playing randomly. Doesn't matter which source I'm listening to, Apple Music, Tune In, Amazon, etc. I've had no other issues or changes in my wifi network. The controller apps on my iPhone, Android phone, and PC also occasionally disconnect and can't find my devices when I've never had any problems before. I've checked the wifi channels I'm using and I'm on clear channels with very little interference. I've submitted diagnostics with confirmation number 7780334.
I have similar issues since the last update, latest music was playing I moved a song in the queue on Windows App then it stopped playing and when the speakers came back they were all ungrouped diagnostic confirmation number 2045869316.
Airgetlam
If you don’t post in the forums, or call in to Sonos and tell them the diagnostic number, I doubt that anyone would look at the data. Since there is no text field included, it’s unlikely that they know what they are looking for. I’d recommend calling in with the diagnostic number after submitting it, and open a dialog, so they know what to look for.
Bruce
M
we have submitted diagnostics several times for our system and seem no further ahead.

when a diagnostic log is submitted, how many prior hours/days or logged events do it includes presuming you apply some form of log pruning. the reason for asking is because if I submitted each time it happens, that could be easily be multiple times in a day. Hence, if I submit once in the day, would it potentially include other recent events etc. for example, what was in (confirmation # 2117497816.)

either way, seem to be no further ahead in determining if this is a h/w or s/w issue in the sonos device.
L
Userlevel 1
Hi Bruce, Great call. Switched off everything. Bought up router, then the ZP100. Its now streaming without stopping, which is great. Now I just need to find out why only one of the speaker outputs is working.
Airgetlam
Were the ZPs unplugged when you rebooted the router? If not, there is a good chance that it may not have cleared any duplicate IP addresses.

And 30cm is pretty close, so it could be Wi-Fi interference between the two of them. Not guaranteed, though.
Bruce
L
Userlevel 1
There's definitely a software issue here.

My 8 zone system - using ZP100's has been running without any problems for at least 5 years. In the last week, we've had one zone entirely disappear and need "fixing" from the app. Now we've had another ZP100 cutting out intermittently, loosing connection (orange light flashing), and has now decided to only play in mono (easy to confirm since we swapped speakers round to check).

This particular ZP100 is within 30 cm of another two which are still working absolutely fine, so I'm not convinced its anything to do with interference. Likewise, I've rebooted the router, and there are definitely no IP conflicts.

What on earth is going on here ? Please fix this asap.
H
Userlevel 2
The issue is not channel noise or interference. Already tried many many times. Please launch repair update asap!!
A

RE: Diagnostic confirmation number: 753739807



My SONOS system has recently started experiencing the problems listed here after being solid for the last ten or more years.

Setup

My system consists of eight units, including a Play:1 permanently connected/wired to my Netgear router. I access my music library contained on a Synology DS916+ also wired to the router. The path to the music library is:
code:
\\Synology\music\iTunes\iTunes Media\music


Problem

A few weeks ago my router stopped working and needed a firmware update. After updating the router, it came back online, but I've since had trouble with music cutting out every 3–8 songs.

When the music cuts out, I can sometimes move to the next track and start playing again. Usually I need to clear the playlist, and reload it. Sometimes I need to remove the path to the music library completely and reenter and sync it.

Attempts to resolve

I've followed the instructions recommended in this thread and the other support posts:

  1. SONOS is now running on Channel 11;
  2. The 2.4 gHz wireless network is now running on Channel 1;
  3. The wired Play:1 and the router are about 30 inches apart;
  4. I've moved a Canary house monitoring camera 24 inches away from the Play:3 in the dining room;
  5. The Play:1 on my desk is 30 inches away from the cordless telephone cradle;

I can't find anything else that may be causing wireless interference, but tracks are still cutting out. When it does, I usually get a popup window saying that either the music library, or the music file itself cannot be found. When attempting to update my music library again just now, the following popup appeared:

'//Synology/music/iTunes/iTunes Media/Music' is no longer available. The device where the music files are stored may not be powered on, or the path may have changed.
Go to Manage > Music Library Settings to check the path name.




I really want to get my SONOS system rock solid again, so that I can load a playlist at my desk in the morning and not have to think about it as I work all day! Right now I seem to be wasting too much time getting music to play, and have even resorted to playing music through iTunes and my computer speakers.

Any recommendations?

Edited: to include image of popup message
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Airgetlam
Where as I, over the last several years, have seen a significant number of people who are identified as Sonos employees help a large number of people, even when being ridiculed by the customer. It would be nice if there were an infinite amount of employees, who could answer each and every post within 10 minutes of it existing, or answer every phone call on the first ring, but if that were to be the case, I suspect the cost of each speaker would triple or more.

The lead forum moderator, Ryan S, has stated several times that they read each and every post. But it's not possible for them to reply to each one, I suspect. And they probably aren't able to read each one within 10 minutes of it being posted, either, since they have to work with folks who are having issues. It's easy for me to sit here at my computer and type a reply in a minute, and then move on to the next one, but I suspect they have to read a post, go do research on the issue, look and interpret the diagnostic that's included, and then figure out how to either fix the issue, or pass it along to what i presume would be the product manager for the software, who then has to figure out how to prioritize the issue for the developers, based not only on how many folks are posting about it here, but also where it can fit in to the other agendas that they have designated from management on new features. Then, once the code has been "fixed", it needs to be tested internally (I assume) and then sent out to a beta group of non-Sonos users (I assume), and tested. Once it tests out correctly, along with all the other features that are in that particular beta set, it probably then gets scheduled for release to us.
Bruce
T
Badge
I think the only person from Sonos that reads the threads are the mailroom help
T
Badge
Does anyone from Sono's actually reply to these? Or is this a way for people to vent about our issues and get zero resolution?? Let's get it together Sonos!! NO
A
Hi, my Spotify music keeps dropping out on various speakers. Some keeps playing and then come back and then it is the orher speakers dropping out. It is really annoying. I have manually set my wifi channel to 11 and Sonos channel to one.

Diagnostics report: 8485310
G
Userlevel 2
I keep losing all my rooms (Kitchen / Living Room / Living Room 2) from the controllers and keep having this problem. I have changed channel without apparent success and have now submitted a diagnostics report: 8456585 and hope someone at SONOS can have a look and let me know what the issue is, please?
C
i have submitted a diagnostic report, 8447538 . i would be grateful if i could egt some much need assistance
D
Userlevel 1
Badge +1
HI there,

While I generally don’t have issues playing music I do pretty regularly experience skipping to the next track when attempting to play podcasts. Specifically I attempt too play a 3 hour podcast on a daily basis and it will consistantly skip several times throughout requiring me to start over. Often times it will skip as bad as once every 15 minutes or so too. Needl;ess to say this is infuriating and ffectively makes my Sonos system useless for podcasts.

My system consists of 2 Play 5’s and 6 Play 1’s here while I have one of the Play 5’s connected directly through ethernet to my router. I’ve tried all 3 of the Sonos net channels many different times over the past several months and none seem any better than the others.

Dignostic number is 8431816.

Any help here would be much apprecviated. Happy too provide any further info nccessary to troubleshoot as well. Much thanks.

-Dom
K
I’m having a problem with my SONOS Ones. They have been linked with my Playbar to create a stereo system with the television and connected with the Boost to the router on first floor. This worked well for almost a year, but now both my Play Ones have stopped working although the Playbar is fine. I have tried reconnecting them again and again. I’ve trued changing the channel. The system is up to date, can anyone suggest what I can do next?
I submitted a query for help to SONOS with a diagnostic days ago. I received a reply saying I’d hear from them within 24 hours but have heard nothing, 5 days later. Can anyone help? PLEASE!!!!!
B
Having a hard time getting through songs without the skipping to the next. This is occurring on the both my Play 1 and Playbar. It is much worse on Play 1 using Pandora. Diagnostic code is 8389483
Chris
Userlevel 7
Badge +22
Did you maybe mistakenly set them up as different systems. When you added each you added through the settings...add room?

Lets say you have the Play:5 and Play:1 kitchen just showing in controller. What happens if you take the missing Play:1 office and plug it direct into router? I'm assuming currently only the boost is plugged into router.

If you plug the missing one into router and it doesn't show up in controller. Do a factory reset of it and then go to settings...add player and see if it adds into system. If that works - repeat process with the next missing one.
Respect the Queue (1)Move (2)Beam (1)ARC (1)SonosOne (1)Playbar (4)Play5 (4)Play1 (3)Play3 (1)Port (2)Connect (1)Connect:Amp (3)Sonos Amp (1)Sub + (9) Echo + Smartthings
L
We recently invested in a good amount of Sonos equip for our new home. They've been set up for a day.

Here's the placement:

Play5+Boost in Living Room(1F)
Play1 in Kitchen(1F)
Play1 in Office(2F)
Play3 in Master Bedroom(3F)

All of these rooms also have a Google Home Mini, which aren't plugged into the same receptacle(ie spaced far enough apart)

All were set up fine initially but we haven't seen all four in the Controller App once. You'll see one or two at a time.

What we've tried to no avail:

- Switching the router's 2.4ghz channel to 1/6/11 while the Boost was on an alternative 1/6/11
- un/replugging the Boost
- un/replugging the various speakers

Diagnostic 8353120

Convince me not to return all of these and go back to my Mission/Boston Acoustics wired setup i'm only planning on placing in a rec room.
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