If you’re experiencing any of the above, or your app is sluggish, then your Sonos set up may be suffering from “wireless interference”. In the video, you will see how to fix this annoying issue, and get back to listening to your favorite tunes, uninterrupted.
Feel free to let us know how to get along with the video. If you need any further assistance, we’re ready to help! :D
Please note that we also have a support article explaining how to change the wireless channel here: https://support.sonos.com/s/article/1219
Still having problems? Grab a diagnostic and add it to your reply.
Sonos Controller App for iOS or Android
From the Sonos music menu, touch Settings > Advanced Settings menu > Submit Diagnostics.
Sonos Desktop Controller App for Mac or PC
Select Submit Diagnostics from the Help menu.
Diagnostics report: 1177339349
Your speakers are having a hard time staying connected to your wireless network. This is probably due to the high number of nearby networks running on the same channel as your own. Try changing your router's wireless channel to 11 and test things out again.
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.
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:
Switches or hubs
Wired Sonos units
Wireless Sonos units
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.
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?
Or, if you prefer, you could set permanent reservations for all of your devices in your router's DHCP table. A little different work, but it does have long term payoff. I did it several years ago, and my network has been rock solid across several moves.
Interesting idea. I'll look into this.
Thanks for sending in the diagnostic report. It looks like there's an issue with the wireless card on your Playbase. This would explain why you're having issues with the surround audio as those speakers connect through your Playbase's wireless signal. It would be best to reach out to our phone team who can take over from here. Please call us up, our phone number is found here.
Please check your computer's firewall and antivirus settings to make sure it's configured for Sonos. If that doesn't help, check out this guide to getting reconnected to your speakers.
Any known issues with latest software update?
I have changed my wireless channel on my router to 1, 6 & 11 but still I get my speakers vanishing and music dropping from them. It's driving me crazy and I am ready to give up and sell them if this cannot be fixed. It never used to happen until the last update??
I have submitted a diagnostics report - Number 7809007
I would appreciate it very much if you could look into this and provide a solution please?
I have submitted a diagnostics report 7867441.
My sonos is setup in BOOST configuration (playbar is plugged into ethernet) and all other speakers are using wireless. I'm wondering if I need to change the channel on my Airport extreme or something, but the boost mode mentions specifically how it helps not interfere with other devices.
It's super annoying!
edit: new diagnostic submitted: 7975298
Also, is there anything in the Sonos desktop app or iOS app that can show performance issues?
Hi - we recently started experiencing several issues with our speakers cutting out. We typically use Spotify to stream and don’t have an issue with it on Bluetooth and other speakers. I’ve changed the Sonos network channel between 1, 6 and 11 to no avail. Our speakers are connected using the original bridge but seems like we are constantly getting a ton of interference. We have incredibly fast internet so at a complete loss for why music keeps dropping.
Here is the diagnostic I just submitted.
Can you disconnect the Bridge and direct wire one of the speakers in your system, see if that helps? The Bridge is getting up there in age and sometimes is more of a hindrance than help.
Thanks for the response.
The Sonos speaker when utilizing the Airplay 2 just acts as a target. To unsure we are getting as least amount of interference as possible, would it be possible to temporarily hardwire the targeted Sonos player to the router and assess if the issue is still present?
Usually if the Sonos speaker works fine and it identified on the Sonos app but not on the Airplay 2 function, the issue is communication between the sources.
Do you have any WiFi extenders or Powerline in use?
But if those two actions didn't resolve the disconnects, then indeed I'm not sure I know what is causing it. Posting that diagnostic is a great step in getting Sonos to look at data in the log files that I don't have access to, and hopefully point them to figuring out what's going on.
I don't think you need to open up a new thread, but maybe if you haven't gotten a response in 48 hours, it might be worth it. On the other hand, it also might be wise to try one of their other forms of communication. Ah, good, you're here in the US. Take a look at http://www.sonos.com/en-us/contact/contact-options%23 , they have 24/7 support options, in addition to these boards, and they might be more synchronous 🙂
So far, so good. No issues with service cutting out. I've also noticed that the sending audio from my Playbar to other Sonos units is clear without cutouts (something that did happen previously). So I can say that the dedicated IPs is a good idea (not sure if the extra unit connected via ethernet was an issue as well).