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

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385 replies

B
Do you have a reply for my question?

Diagnostic number: 550183188
P
Badge
nice post thank you very much
C
I just update to latest version I have 2 play 5 second generation and 4 play 1, my issue is im missing my speakers in tue app then i try to add the missing speakers and there’s even difficulty to add the speakers and then after i successfully add them all back some of the speakers are not showing up again the app
B
I have 3 Sonos players, 1 on my main floor and 2 paired in my 'bar'. My router is on the same floor as my bar and I have a Sonos Boost to deliver the signal. My problem, which is infuriating me, is that my stereo pair is constantly skipping songs, stopping for no reason or not appearing in the app. I have changed the Sonos channel to 11 and my router to 1, so there should be no interference. Pleas ehelp me, or these are going straight in the bin.

Edit: one of my paired speakers is now not playing anything???

My diagnostic number is: 550183188
D
Hi Support,

I am using a Wi-Fi range extender from Tp-Link. And I get this message of saying some speakers are using sonos network from the range extender I am using a range extender is because one of my speakers is outdoor and has weak signal. Why are your system blocking Wi-Fi extender?

I need a reply as soon as possible please. As I am running a bar and need the speakers to be working well.

Thanks
W
Mines has been skipping partway through songs for a couple of months now, it’s made thousands of pounds of equipment worthless.
Diagnostics ref 551268560
B
Paired Play1s disappeared from network. Had to unplug both and then plug them back in to get them to be recognized by the app. Diagnostic #1787620609.
Bob
J
Tried switching from channel 6 to 1 still going on and off between rooms, tried switching to channel 11, still going on and off, between rooms.
Tried connecting one room with ethernet as a boost, still going on and off between rooms.
Tried switching to my WiFi router and use that way, still going on and off between rooms?
Diagnostics sent 24/09/2018 No. 1190794557
Diagnostics sent 25/09/2018 No. 573132236
marook
Userlevel 2
Badge +4
The latest survey asks us to post diagnostics reports when we have dropouts.

Here is one, that just happened: 794540817

TuneIn stations that suddenly stops playing.
Pressing play, starts the stream again.
/Jakob P.
R
Update Diagnostics submitted... recently added an additional Play 3 and Play 1 to my system. Since then I can encountering constant drop outs

1793162091

My playbase was being used as a boost. Have disconnected the Ethernet cable and system seems to be ok so far
D
Hi Support,

Here is my diagnostic number: 2017197797.

Kindly help me to check is there any wifi disconnecting issue.

Besides this, i would like to check that whether just changing of router only but not changing the SSID will it affect the sonos system and required to plug in one sonos speaker in the router and reconfigure or doing it the hard way to repair all the sonos speaker.

Currently i have 2x Play:5 Gen2, 2x Play:1 and 1x Play:3. So repairing will be a tedious job.

Thanks.
R
Diagnostics submitted... recently added an additional Play 3 and Play 1 to my system. Since then I can encountering constant drop outs

1793162091
Airgetlam
You should post the number of those diagnostics here, so they know which one to look at.
Bruce
R
Diagnostics submitted... recently added an additional Play 3 and Play 1 to my system. Since then I can encountering constant drop outs
J
Hello, seems I have the same problem as everyone else: Music stopping, skipping songs etc. I have tried wifi mode or boost mode, no changes. Tried changing channels, no changes. have plenty of wifi coverage everywhere.

994538057

Thanks
Jason
D
Hi Edward,

Will do that and feedback cause im operating a bar will need this speaker to work properly outdoors.

Is there contact to call from Singapore ?

Thanks
Edward R
Userlevel 7
Badge +20
Hi, Danlim. Would you please try logging into your router and changing its operating channel? It may be losing its signal due to interference.
D
Hi Edward,

The ipad does not have cellular data so does not have the function of wifi assist.

The music gets cut off and now its out of the sonos app but in my rourer showing its still getting the ip address.

Thanks
Edward R
Userlevel 7
Badge +20
It certainly is, but the diagnostic information is suggesting that the WiFi signal is not sufficient. Is it an iPhone with WiFi assist switched on?
D
Hi Edward,

Thanks for your reply.

Poor wifi signal should not be an issue cause im getting full bar from my phone outside exactly where the speaker is placed.
Is the wifi card used for Play:3 up to date?

Thanks
Edward R
Userlevel 7
Badge +20
Hi, Danlim. The issue is that there is a poor WiFi signal where your PLAY:3 is situated. Stands to reason, I suppose, if it's outside and your router is not.
D
Hi Support,

I have a play 3 that is connected at outdoor having disconnecting issue.
I have submitted diagnostics : 1294358331.

Please kindly look into it.

Thanks
A
Thank you Jeff.
I called them up and they will now replace my Playbase.

System unusable after airplay updates. Worked without any problems the last years. Music from surround speakers cutting out constantly (tunein and spotify), this morning the tv setup disappeared. I had to reconnect them all. I changed wireless channels on my router and sonos. No change. Dropouts all the time.

Diagnostic: 543670153

Hi abiffi,

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.
A
Badge
Thanks Jeff, I spoke with support. The problem may have related to use of 2.4 Ghz and 5 Ghz channels with the same SSID on an Airport Extreme. Resolved by changing the 5 Ghz SSID and wiring the Beam into the router with an ethernet cable. The devices are back on Sonos Controller, Spotify Connect, and Alexa.

I have a Beam, a One, and a Play:5, each in their own room. The Beam and One are frequently paired. All have gone missing from my Sonos iOS and macOS apps, and are also unavailable through Spotify Connect. Alexa can't find them either. I've tried selecting a dedicated 2.4GHz channel on my Apple Extreme Base Station. Diagnostic report: 705591946. Advice?

Hi there,

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.
Jeff S
Userlevel 7
Badge +20
I have a Beam, a One, and a Play:5, each in their own room. The Beam and One are frequently paired. All have gone missing from my Sonos iOS and macOS apps, and are also unavailable through Spotify Connect. Alexa can't find them either. I've tried selecting a dedicated 2.4GHz channel on my Apple Extreme Base Station. Diagnostic report: 705591946. Advice?

Hi there,

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.
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