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

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385 replies

S
Was a huge advocate of sonos, recommended to friends etc. Over last 12 months or so had nothing but trouble, sent lots of diagnostics in, after leaving them to gather dust thought would download latest updates. Got them going and thought great. Now same old problems speakers disappearing from controller, having to set up again completely then goes, totally unreliable. Did the move stuff away from router, changed router channel's things, but same old same old problems. Going to give up Bose here i come! Ive lost too much of my life already trying to get them stable, they used to be so good!
H
Hello and Merry Christmas! =)

Loving my Sonos Beam and 2 Sonos Play 1s in my bedroom but when I use the Sonos app to play music from my iPhone it stops playing each and every song about half way through (sometimes sooner) without any reason.

When I use my Sonos system to watch movies or tv shows it runs smoothly without any issues

I did find a work around- I can play music from my iPhone airplayed through my Apple TV 4k without issue. I did notice using the Sonos app makes better use of the surround sound speakers though. The Apple TV 4k is fine but everything sounds deeper and richer through the Sonos app so it’s too bad it can’t play music properly

Here’s my diagnostic

732202607
H
Hi there,

I changed my wireless channel and it still skips. I also tried with my record player through the connect and its cutting in and out.

1908324697
S
I have a playbar, sub, and play 1 all in the kitchen (Across the house from the router, but we have strong wifi there). Last night it kept cutting out and losing various components in the app.

Can you let me know whats going on based on the diagnostics so I can try to remedy? I did change the band, and reset all the devices. It didn't seem to work till I reset the phones and then it would go out again after a while. Tried with multiple phones. I have only had the setup for a few days and its been a little flakey from the start.

Diagnostic 929056531

Thank you!
J
My Sonos setup also suffers from very frequent stuttering or even total loss of sound. I have 2 Sonos One speakers in stereo setup. They connect wirelessly, and I've already changed the channel a couple of times to no avail. I'm using Airplay by the way. Diagnostic reports:

1178285702
1824935582
S
Hi. I’m having problems with the sub. Somethings it does not start playing before a few minutes after I put on music/tv. Recently happened again, diagnostic number 372836880.
Appreciate if you could look into this.
Stanley_4
Userlevel 7
Badge +22
For example, if you had just made it possible to upload a few songs into the local memory of the sonos speaker, and let it play from its local memory, the songs would never have been interupted from the beginning! Even if the connection was lost!

What features are you willing to have removed from the speakers to allow room for local music storage? Memory is full so to add something something must go, like the CR-100 or Dock support to make room for the latest rounds of updates.
A
Hi there,

I submitted my diagnostics.
The reference number is 1116545308

I have one room, standard setup a playbar and a sub.
They are wireless connection to the router.

My sonos still keeps dropping out from my phone controller when playing music.

I have tried changing the wireless channel but it keeps happening.

Please provide some assistance when able.

Thanks:
erlendkrool
Badge
You could have made the sonos software better from the start!! The quality and the features should align with the expensive prices of your system. For example, if you had just made it possible to upload a few songs into the local memory of the sonos speaker, and let it play from its local memory, the songs would never have been interupted from the beginning! Even if the connection was lost!
Smilja
YOUR LATEST UPDATE RUINED MY SYSTEM. CAN NO LONGER USE!
Do you have any WiFi extenders or Powerline in use?
»And the world is like an apple whirling silently in space, Like the circles that you find in the windmills of your mind.« (›Windmills Of Your Mind‹ [1967]. Music by Michel Legrand ; English lyrics written by Alan & Marilyn Bergman)
D
TWO APP UPDATES AGO MADE MY PLAY1's SOUND LIKE CRAP. LASTEST UPDATE WON'T CONNECT PLAY1's AT ALL!!!!!! ITS NOT INTERFERENCE SONOS! ITS YOUR APP UPDATES!!!!!!!!!!!!!!!!!!!!! wasted yet another evening on your crap product.
D
YOUR LATEST UPDATE RUINED MY SYSTEM. CAN NO LONGER USE!
D
Last update RUINED my entire system. The UX SUCKS. I bet Sonos will be out of business in 5 years due to crap product. Your update DID NOT WORK. Your online help DID NOT WORK. Your app SUCKS. It wasted SO MUCH MONEY on this system. Maybe a SONOS GROUP LAWSUIT is in order?!?!
S
Hi, my sonos beam is still skipping songs from spotify.
Have tried change all the channels, but still have the same issue.
I am using sonos beam and connected to wireless router.
Here is the diagnostic number 1549463178.
E
I followed the video regarding interference and changed my router’s channel to auto. Now my Beam (even though it’s connected with Ethernet) isn’t showing up in the app at all. I submitted diagnostics 1650707177.
J
I am having this issue also. Just set up one connect and it keeps stopping altogether and skipping to the next song. My diagnostic is 330157350.
X
Badge
That's odd. I have permanent IPs for everything in my house at this point. What makes that impossible now for you? Or were you using a rhetorical "now"?

It is possible, but the gain of doing so for the close to 50 units on the network adds up. I'd also have to set up a VM running my own DHCP-server. Strange to think that my home now has more units than when I ran IT for a company around 2005 - pre wireless-on-everything-boom. Anyway, I have complete host lists with IPs and MACs and everything seems OK here.

It is far more likely that it has something to do with the Sonos mesh. Networking and the system was rock solid until the replacement of the Play:1s with One, and the upgrade to 9.2 was just prior to that.
Stanley_4
Userlevel 7
Badge +22
Aside from the "all devices" argument...

Setting static / reserved IPs for my Sonos gear had caused a lot of issues I was having to quit happening. Took just a few minutes to do and hasn't caused any other problems so I recommend it quite often.
Airgetlam
That's odd. I have permanent IPs for everything in my house at this point. What makes that impossible now for you? Or were you using a rhetorical "now"?
Bruce
X
Badge
That doesn’t mean there isn’t a device in house using ip it shouldn’t. I would give them all new ip addresses that are permanent.

What channel is router on compared to sonosnet ?

Permanent IPs for everything at home was possible a decade ago, not now. SonosNet is channel 1, my normal wireless inn the 2.4 GHz range is on channel 6.

Various reboots (again) of a couple of Sonos players, Boost, wireless network, fiber gateway + router - no luck in fixing this.
Chris
Userlevel 7
Badge +22
That doesn’t mean there isn’t a device in house using ip it shouldn’t. I would give them all new ip addresses that are permanent.

What channel is router on compared to sonosnet ?
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
X
Badge
Sounds like IP address conflicts. Go in router and assign all new ip addresses that are permanent. Reboot all and you will be in good shape.

Everything looks OK when looking at IPs. Also, they come for a while - and then disappear.

As for the main suspect in such cases, wireless interference, a scan of wireless networks lists the current Sonos network as the best possible - and there aren't that many other networks nearby.

One strange issue: There are different numbers of visible Sonos players in the desktop app and on my wife's iPhone.
Chris
Userlevel 7
Badge +22
Sounds like IP address conflicts. Go in router and assign all new ip addresses that are permanent. Reboot all and you will be in good shape.
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
X
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I used to have a rock solid system, with a mix of one Playbar, two Play5:2, two Play:1 and one Connect. They are using SonosNet originating in a Boost connected to the router via a dumb switch.

This weekend I replaced the two Play:1s with two Ones - to get Airplay. Since then, the system has been very unstable and I've only seen all of the speakers up at the same time for short periods of time. Right now, I can see half of them. The other change occurring in the last week is the upgrade to 9.2. Unfortunately for the purposes of troubleshooting, that was a also a downgrade of the Mac client - but I digress.

Yesterday, I tried resolving it with power cycling - and also with a lot of switching channels. Eventually, they were all back. Later in the night, most were gone. Now, there are still some clients gone - and in the last hour, the visible ones have varied a bit.


Diagnostic: 1316123336
Diagnostic about an hour later: 561114063
Chris
Userlevel 7
Badge +22
Cyrndvm - your issue seems to be classic IP address conflicts. Assign new IP addresses to your sonos units in router or reboot all network devices in your house to resolve. See this thread where I recently explained https://en.community.sonos.com/troubleshooting-228999/v9-problems-6813902/index1.html#post16274580

Brit in Canada - appears Sonos hasn't looked at your diagnostic number. Hopefully they pick up on today - if you don't hear from them I would call them on phone with that diagnostic. Sometimes its good to post diagnostic and issue in a fresh new thread where it doesn't get lost in long one like this.
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
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