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

Show first post
This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

385 replies

T
Hmmm... Still doing it after about 6 songs... About 15 minutes. I noticed my iMac goes to sleep after 15 minutes. I'm adjusting that bar to "Never" to see if that makes a difference. (However, I could control music from my iPhone or iPad.
I just dug up the manual to my Asus RT-AC68U... Just trying to get it set up. So much for plug and play!
BTW... Does Sonos work with 5G? Would that make a difference?
T
I'll give that a try and check back in with you later tonight or tomorrow. Thanks for the guidance.
Airgetlam
I doubt it has much to do with the recent software updates, other than an issue being exposed during the soft reboot done by the speakers at that point. Basically, in most cases at least, what's happening is that the router is losing its place in the IP assignment table. Fairly easy to rectify, you have to unplug your Sonos devices, reboot the router, and then plug the Sonos speakers back in one at a time, allowing each to have enough time to fully boot up before moving to the next.

A more permanent fix would be to go in to the router manual, and figure out how to assign reserved IP addresses to all of your Sonos devices (and might as well do everything else, while you're mucking about in there).
Bruce
T
Mine is still cutting out and I am not sure if it is my iMac (I also have an iPhone, iPad, Mac Air, and an iHeadache) or the Sonos system. It keeps dropping after about 4 songs. I changed to channel 11 and I modified to a compressed setting. My diagnostic number I just sent in is 8219477. I have 2 Play-3's and 2 Play-5's together with one bridge. I've never had any problems before and I sense someone may be onto something with the most recent updates. Thoughts?
Any guidance is much appreciated.
S
I too have had several drop outs of Sirius and Pandora. When I connect to pandora through Sonos the station drops often when I connect using pandora app it drops after about 29 minutes. Diagnostic 8200138
N
Userlevel 2
Hi,

I have been experiencing dropouts on my sonos system so I have changed a couple of things:
1. Adjusted the Wireless Channel for 2.4 and 5ghz for the main router - (11 and 36 respectively)
2. Moved any other wireless device (thermostat, telephone etc) away from the router
3. I have a 15Mb download so i dont think it is that

I still got some dropouts so I have now added a boost to the set-up (This is now configured for Channel 1) and all seemed fine for a few hours but then i started getting dropouts again.

Everything is updated to the latest versions, I have two play1 and a play5.

Would someone be able to take a look at the diagnostic and recommend any other actions that i might be able to take.

Diagnostic number is: 8192808

Thanks very much in anticipation :D

Chris
M
No problems with Sonos until most recent update! Now nothing but issues...
J
I have multiple sonos devices when they are grouped some will randomly fade in and out, music playback will either stop or skip to the next song but they work fine when not grouped.

Diganostic: 8167362
Airgetlam
Heh. In a single person household, it doesn't really bother me. But I can see the frustration that some are having with it. If I had a daughter who was chatty with Alexa, while I'm listening to music in my den, it would make me batty, too. Well, more batty than I already am.
Bruce
R3SKT
Userlevel 2
Badge +3
I think I will "wait" before introducing Alexa to our Sonos household in that case .... I can see myself getting seriously agitated if ducking were happening around me 🙂
Stevie T. - 7 Play1, 3 Play5, 2 Playbase, 1 Move and 1 Mothership of a SUB!
jgatie


Intrigued to know what "ducking" is? Not having used an Echo or similar, where does the term ducking come into it?

Ducking is the feature that lowers the volume on Sonos speakers when the Alexa wake word is said. It allows the Alexa device to hear clearly. At this time, all Sonos speakers across your system will duck, which is not optimal. It is hoped that new functionality that allows you to assign a default Sonos speaker to an Echo will make only that Sonos duck, and Sonos said they are working on this.
R3SKT
Userlevel 2
Badge +3
I've noticed a similar issue the last 48 hours. Usually, I've attributed this to the TV triggering one of my Echo devices, but I know for a fact last night the TV wasn't on, I was just listening to music in the kitchen. And it was instrumental, so there was no "voice" that could have said something that remotely sounded like the trigger word. Next time that happens, I'll do a diagnostic as well, but I'm guessing that the data that's necessary may not be in Sonos' files, but in Amazon's, since it's their software that's triggering the ducking feature.

Thanks for the post. I'd brushed it off last night as being a 'weird' thing. But now you've got me thinking :)

Intrigued to know what "ducking" is? Not having used an Echo or similar, where does the term ducking come into it?
Stevie T. - 7 Play1, 3 Play5, 2 Playbase, 1 Move and 1 Mothership of a SUB!
Airgetlam
I've noticed a similar issue the last 48 hours. Usually, I've attributed this to the TV triggering one of my Echo devices, but I know for a fact last night the TV wasn't on, I was just listening to music in the kitchen. And it was instrumental, so there was no "voice" that could have said something that remotely sounded like the trigger word. Next time that happens, I'll do a diagnostic as well, but I'm guessing that the data that's necessary may not be in Sonos' files, but in Amazon's, since it's their software that's triggering the ducking feature.

Thanks for the post. I'd brushed it off last night as being a 'weird' thing. But now you've got me thinking 🙂
Bruce
G
Can't tell if my issue is sonos related or Amazon echo randomly ducking my sonos. I have 5 echo s that will duck the sonos when being used, but when I'm listening in bed at night (no one else in the house) my sonos randomly quiets. Diagnostic 8142623
A
Music was just cutting out then intermittently starting again. However I turned the system off and found my kitchen Sonos was not on my list of Sonos players and I had not deleted it so reset up and so far everything is now working ok. System has been playing up for a few weeks and this is not what I expect of a Sonos system. Very frustrating
C
Userlevel 5
Badge +12
My Diagnostic number 8135374
Using with Spotify app on android
A
Diagnostic report number 8135208
I
Hi,

I have a Play:5 and two Play:1 distributed in three different rooms. Sound is periodically cutting out and sometimes the players disappear from my app. Play:5 is connected via Ethernet cable, while the Play:1 rely on WiFi.

I initially thought about wireless covereage and tried use both my home WiFi on different channels and the Sonos WiFi network from the player connected to Ethernet with no appreciable difference.

Moreover, lately even the player connected via ethernet started cutting out and disappearing. Sonetimes this player is not visible in the list, while the other players, which currently rely on the Sonos WiFi broadcasted by this device, are reachable

Diagnostic 8131990 sent.

Thanks
Gianluca
S
Hi, Having issues with tracks skipping and going in and out. We are using 3 Google Wifi routers and have 4 total Sonos speakers. Please let me know what I might do to fix it. The diagnostic number is 8129370. Thanks!
A
Userlevel 3
Badge +4
For anyone interested. I started my own thread https://en.community.sonos.com/troubleshooting-228999/8-2-drops-room-group-daily-6794659/

It seems that I am talking to myself. My current system is so unstable I cannot play anything for more than a minute. All my play speakers are on fixed IPs btw.
A
Userlevel 3
Badge +4
Connection problems which appear suddenly are often caused by network problems, not Sonos problems. The typical cause is duplicate IP addresses. These often show up after an update or power outage because a reboot requires the device to request a new IP, and the router, having lost track of current IP assignments, issues a new IP that is in use by another device. To cure this, do the following:

Reboot/power cycle your devices in the following order:

Modem
Router
Switches or hubs
Wired Sonos units
Wireless Sonos units
Computers/printers
Wireless devices - phones/tablets etc.

Allow each device to come back up before proceeding to the next. Note that you can permanently prevent duplicate IP addresses by assigning an IP to each device's MAC address in the router setup. See your router manual for details.

Been there, done that, got the T-shirt. Still my sonos groups/ungroups or loses/gains speakers almost every minute.
R
Userlevel 4
Badge +2
I have been experiencing constant dropouts since the last software update. I do not have wireless issues with any of my other wireless clients - even those streaming UHD and HD video. I also didn’t have any of these problems prior to the aforementioned update.

Really nice timing guys. You’ve definitely left a bad impression with my out-of-town guests this holiday weekend.

Diagnostic number: 8122644
S
Diagnostic submitted (8121997). Speakers keep dropping. Happens to all speakers at different times. Put Boost on Channel 1 and moved everything else to 6 and higher but still seeing issue. Power cycled all devices, latest version software. Really frustrating.
S
Hi Sonos Support,

Running a Play 1, Play 3 and Play 5 connecting to digitally imported premium over tune in. I get frequent cut outs that last anywhere from 1s to a few seconds. Other streaming music to all sonos equipment is ok (via Apple Music for example). It would indicate something with tunein? However I am listening to di.fm direct from their site (as a premium member) as well as adding the station to iTunes and listening through there via my laptop. Never a drop.

Submitted 8120013. Would like some help if you can!

Thanks.
P
Badge
Was able to fix the upgrade issue by resetting the bridge and reassigning a new IP to the bridge. No drops so far.
Terms & ConditionsCookie settings