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

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
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
1 Attachment
H
Userlevel 2
The issue is not channel noise or interference. Already tried many many times. Please launch repair update asap!!
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.
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
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
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.
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
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.
1 Attachment
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.
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.
B

We have one Symfonisk speaker, two Play:1s, and one Play:5. All in different rooms. Recently music will cut in and out on one speaker when playing to a group of one or more. This mostly happens when streaming from Radioooo via Airplay, but sometimes also when playing Apple Music via the Sonos app. The diagnostic number is: 

338188706

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.

Hi, BishDish. Your Homespot and printer appear to be generating WiFi interference which is knocking your system out of kilter. Can you try disabling these as a test, then let me know how it works from there?

Thanks for the response. A bit perplexed as I don’t own a printer, but the homespot is unfortunately mandated by my ISP and I’m not sure if it can be turned off. I’ll try.
B
Userlevel 1
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.
B
Userlevel 1
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
T
Badge
Getting tired of fighting this issue. Speakers randomly drop out of Sonos app. Phone sees all speakers, but PC is missing one. Reset controller, reset devices, reconnect via cable. PC sees all speakers, but phone only sees one. ??? Unplug everything and try again. Now it works for a while, but for how long?

Irritating. Nothing else in the house has issues. Lights connect, refrigerator connects, garage door openers online, everything else working just fine. Getting to the point where I'll just plug in the Sonos stuff with Cat5 and leave 'em wired. Sonos stuff doesn't seem very tolerant of other equipment being on the same wifi.
Jeff S
Userlevel 7
Badge +20
Getting tired of fighting this issue. Speakers randomly drop out of Sonos app. Phone sees all speakers, but PC is missing one. Reset controller, reset devices, reconnect via cable. PC sees all speakers, but phone only sees one. ??? Unplug everything and try again. Now it works for a while, but for how long?

Irritating. Nothing else in the house has issues. Lights connect, refrigerator connects, garage door openers online, everything else working just fine. Getting to the point where I'll just plug in the Sonos stuff with Cat5 and leave 'em wired. Sonos stuff doesn't seem very tolerant of other equipment being on the same wifi.

Hi tsmith35,

There are a few things which might cause this behavior. Please submit a diagnostic report from your Sonos app after this happens, then reply here with the confirmation number and I'll take a look.
T
Badge

There are a few things which might cause this behavior. Please submit a diagnostic report from your Sonos app after this happens, then reply here with the confirmation number and I'll take a look.

I ended up doing a factory reset, then initializing as new. Seems to be working for now. Strange.
Jeff S
Userlevel 7
Badge +20

There are a few things which might cause this behavior. Please submit a diagnostic report from your Sonos app after this happens, then reply here with the confirmation number and I'll take a look.

I ended up doing a factory reset, then initializing as new. Seems to be working for now. Strange.

It's good to hear that things are working. Please let me know if you run into any more issues.
A

Hi @Beth S. Thanks for posting.

I have taken a look at your diagnostic and your Airplay 2 audio stream seems to buffer a lot. Interference is a usual suspect. How does the Sonos system function when one of the speakers are hardwired to the main Eero router directly?

B
Badge
I just went through the songs cutting off before ending problem. Trying to change the channel on this Apple Express was not easy and went nowhere, never got to the point of being able to do anything. Plugging the One into an ethernet connection and re-pairing with the W-FI worked. No other system on WIFI I have has had this problem including video WIFI devices which are crunching a lot more bandwith. Something is wacky with the Sonos system and hopefully it can be fixed with a software update.
Edward R
Userlevel 7
Badge +20
I just went through the songs cutting off before ending problem. Trying to change the channel on this Apple Express was not easy and went nowhere, never got to the point of being able to do anything. Plugging the One into an ethernet connection and re-pairing with the W-FI worked. No other system on WIFI I have has had this problem including video WIFI devices which are crunching a lot more bandwith. Something is wacky with the Sonos system and hopefully it can be fixed with a software update.

Hi, BikerNation. We can help you to configure your Airport Express if you give us a call. I am confident that we can get this running properly for you. Updates will do nothing to improve local WiFi connectivity but we can certainly help with that.
M
So It will get problem when My wifi includes 2.4G and 5G with same password? I am using netgear R6700. Please help, my code 6568818
D
Badge +4
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.
Jeff S
Userlevel 7
Badge +20
So It will get problem when My wifi includes 2.4G and 5G with same password? I am using netgear R6700. Please help, my code 6568818

Hi Mark,

Your diagnostic report came through with some formatting errors making it hard to read. If you're still having issues, please send in a new report, reply here with the confirmation number, and I'll take a look.
Terms & ConditionsCookie settings