I'll give that a try and check back in with you later tonight or tomorrow. Thanks for the guidance.
In almost 10 years of helping out here, I can count on one hand the number of times a properly executed IP refresh did not cure what people insist is an "update problem". But hey, I tried. :8
Hello,
I have multiple Sonos devices. Everything was working fine up until a few months ago. The last few months I'm experiencing frequent drop outs, my players disappearing from the app, the controller being unresponsive and unable to find rooms. I have tried everything suggested on the forum but the problem keeps on coming back. My Sonos system is extremely unreliable and i'm becoming slightly frustrated. Ant advice or help would be appreciated. DIAG: 8239752 Thanks in advance.
We live in the country, have 1 wireless access point, wireless scan show everything in 2.4 and 5GHz running on primary channels, and sonos amps are hardwired in.
Pandora stops randomly. Need new troubleshooting steps or the player to be smart enough to fix itself as wireless is not the issue.
Hello
Suddenly my play 5 disapeared from the controller. The play 1 is still playing.
On the play 5, the white light is constantly on.
Would this problem be due to interfrence ? Tje speaker is well out of the range of any other device. It functioned perfectly since the installation last september.
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
i have submitted a diagnostic report, 8447538 . i would be grateful if i could egt some much need assistance
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.
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.
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.
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.
Folks i am having the same problem as some people above. My Play 1 & 5 are cutting out only when in group mode. Can you review my diagnostic please - 161428641 - Its very frustrating.
Hi Brian_134,
Your Sonos speakers are losing connection to your wireless network from time to time. This is likely due to wireless interference. It looks like there are a couple wireless networks in range running on the same wireless channel as your router. This is making it hard for your speakers to keep the music streams going and can likely be fixed by changing your router's wireless channel to 1 or 6, which are less crowded.
Folks i am having the same problem as some people above. My Play 1 & 5 are cutting out only when in group mode. Can you review my diagnostic please - 161428641 - Its very frustrating.
Hi Brian_134,
Your Sonos speakers are losing connection to your wireless network from time to time. This is likely due to wireless interference. It looks like there are a couple wireless networks in range running on the same wireless channel as your router. This is making it hard for your speakers to keep the music streams going and can likely be fixed by changing your router's wireless channel to 1 or 6, which are less crowded.
Thanks Jeff, i'll monitor the networks in my area to see what channel they are broadcasting on and adjust as needed.
Some questions though, why is the sound only dropping in group mode? Surely the sound should drop in single mode also? I've checked the logs on other devices and none of them are losing connection to my network except for my Sonos setup and this has only started to happen in the last 3 or so months, only device added to the network in that time was an Echo Dot.
Thanks,
Brian
Playing to a group uses more bandwidth than playing to just one speaker. It's possible that the interference is low enough to only cause issues when playing to multiple speakers.
I’m having terrible trouble with Spotify the last few days. Tracks skip or stop completely. It’s random, and doesn’t appear to happen when there’s other massive activity on my home WiFi. It’s infuriaiting. I have had several email exchanges with Sonos but haven’t nailed the problem.
My system is Plusnet router, usual speed around 30Mbps.
Bridge - Ethernet connected to router
Connect
Connect Amp
Pair of Play 1s
2 play 3s
Play 5
Yesterday I was asked to change the Ethernet cable running to the bridge, which I did. I notice today that the bridge is listed as not connected on my router’s device table. Could anyone look at my system and see if it’s running in wireless mode?
Is anything else wrong?
Diagnostic 857893844
I’ve been a Sonos customer since the mid 2000s and have never been as frustrated with it as I am now.
Hi David,
There appears to be a bit of interference making it hard for your BRIDGE to stay in communication with some of your speakers. This may explain the audio issues you've described. Please try
changing the wireless channel your Sonos system is using and see if that helps.
I suffer from this issue, to the point where I am about to just give up on Sonos as a platform. It's just too poor, particularly with a Spotify connection. I have a bridge + Connect, and I've tried everything from changing wifi channels, to switching back to Sonos Net and it's just a joke. Meanwhile I can stream 4K netflix to every tv in the house, and yet I have interference for a crappy Spotify stream? Come on - this seems more like poor software than wifi interference?
I suffer from this issue, to the point where I am about to just give up on Sonos as a platform. It's just too poor, particularly with a Spotify connection. I have a bridge + Connect, and I've tried everything from changing wifi channels, to switching back to Sonos Net and it's just a joke. Meanwhile I can stream 4K netflix to every tv in the house, and yet I have interference for a crappy Spotify stream? Come on - this seems more like poor software than wifi interference?
This thread is for along resolved issue that affected a lot of users. Most likely your problem isn't related even if the symptoms are the same. I suggest you start your own thread describing your set-up and the problem with any error messages you get. Also, submit a diagnostic shortly after the problem occurs and post the number in that thread
I have been getting continued drops both on Tunein & Spotify.
Can you please review my diagnostic - 1634660299
Thanks
Hi, Dyl. Please distance your BRIDGE from anything electronic or wireless enabled. In addition, go to Settings -> Advanced Settings -> Wireless Setup -> Next -> Do Not Enter the Password -> Tap RESET. Having done this, please test the system further and submit further diagnostics should the issue persist. Many thanks.
I never had any problems with my Sonos system until the 9.0 update. Now it's all but unusable from my iOS devices. Constant music skipping, changing songs, cutting out. I've tried Boost mode with a connect, streaming through wireless, changing the wifi channel, even setting up a dedicated 2.4ghz network - in short all the stuff and more recommended to fix poor wireless performance. As a stopgap I'm using the MacOS app, but it's a lot less convenient. Any other ideas?
Having a big problem with music skips. The only time this happens is music sourced from my phone. Pandora plays fine. I have an Iphone X for the controller and music. Sonos setup is a Boost with a play 3 in the same room not connected. I also have a playbar with a sub. There is one Play 1, another Play 3, and a Connect on another floor. The Boost and 3 are in the same room as the Modem/Router. The boost is a good three feet away from the router and the play 3 is about a foot. I have Xfinity with their mesh pods so wifi is strong throughout the house. Diagnostic is 1662108366
Thank you!
Clearly, the number and frequency of issues stemming from using iPhones with SONOS speakers after upgrading to v9.0 of the controller suggest that the issue is a coding one. Curious as to when SONOS will step up and if not admit that there's a problem, at least resolve it.
Hi folks,
We're looking into an issue that causes iOS streaming playback problems when the devices go into auto-lock, and there are other AirPlay devices on the network. We'll send an update when we have more to share.
If there was a problem, there would be 1000's of posts in a day, like there was when the Playbar had an actual problem.
https://en.community.sonos.com/troubleshooting-228999/no-sound-on-certain-channels-after-system-update-today-6789926/index1.html
That's 76 pages in couple days, never mind the other threads. It was also well publicized in the press. This thread is 9 pages in 11 months and there is nothing in the press about a problem with the update.
Sorry, but Jeff S is correct. For an explanation why and a tip that works for 95% of the problems seen after an update (and prevents it from happening again), read the following:
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.
Thank you too jgatie for your suggestion. Once again, I'm way past these fixes including Sonos tech support taking control of my screen making corrections themselves numerous times. I have static IP's set up at the direction of one support agent only to be told by another a few days later I shouldn't have done that. I'm certain this is a network issue but I suspect it is the result of a conflict between Sonos software and network settings.
We stream TV (PlayStation Vue), use our computers, phones, and tablets without problems for everything but Sonos.
"For an explanation why and a tip that works for 95% of the problems seen after an update (and prevents it from happening again), read the following." Maybe me and a lot of the others in this thread are part of the 5%.
Regardless, it is almost certainly a networking problem, not a Sonos problem. I gave an example of an actual problem with Sonos software above, and this is not it. But hey, I gave it a shot. Even though there are a couple other things in that 5% (auto shifting WiFi channels, split networks), you seem convinced it is a Sonos problem, so I'll not try to help again.
I wish you good luck finding a solution.
Pulling my hair out. Intermittently cutting out sound from speakers. 389145027
Thanks for sending in the report. When grouping speakers you're increasing the bandwidth needed. In your case, you have a 17 speaker group. Do you get audio drop outs with smaller groups or only with larger groups?
It also looks like your BOOST is having a hard time communicating wirelessly with a couple of your speakers. The Bedroom (L) and Denon kitchen units in particular. Are there any third party wireless devices nearby? Please try
changing the wireless channel your Sonos system is using and see if that improves things.
You may also want to check your BOOST to make sure it's not set too closely to your router, generally it's best to keep a couple feet in between them.
Another option that may help would be to wire in more than just your BOOST. The more wired units you have, the more system stability.
Also, the source of the audio can play a factor. For example, if you're streaming from a mobile device, its wireless connection can play a part. What is the source of the music you're listening to?
