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

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385 replies

P

Hi I have all issues that you mentioned, music drops in 1, 2 or all speakers, sometimes only 1 speaker works, sometimes some speakers are not available. 1853351510.

 

I have 1 One, 1 One SL an and play 5

 

Thanks for your help

X
Will do, thanks Stuart_W
P

e5227444-2179-43db-80ef-9baf296c5500.png

Hi there. Sonos app no longer appears on Spotify. Both apps are updated and Spotify reconnected to Sonos and both devices are on the same Wifi network but still no change. I have submitted a diagnostic number 895071422. Any ideas?


Hi all,

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.

 

 

L
Hi,

I've added a Play:5 and rearranged my Play:1s a bit.

I now have frequent cut outs on the furthest Play:1.
I ran a diagnostic under: 1761403263

In addition, I have connected a Turntable via a preamp to the Line in on the Play:5
Haven't gotten Autoplay to work properly and sometimes after starting playback from Line In manually it stops after a few seconds.

Any tips on what to improve here?
Rowena B.
Userlevel 5
Badge +16

Hi @pipecruz,

Thank you for reaching out to the Sonos community and for letting us know about your concern.

Upon checking the diagnostic, there's an interference in your wireless network that may be caused by wireless congestion or low wireless range and detected an audio dropout in your due to sync error, and playback failure.

Let me suggest the common fixes for audio interruptions while playing from a music service on Sonos. If you are listening to a different source, see our other audio troubleshooting articles for more help.

  1. Sequential reboot to refresh your network and all your Sonos devices connection.
    • Unplug your network devices (modem, router, any wireless access points on the network) from the power and wait for 60 full seconds before you plug it back in.
    • Once the router is back online, unplug all your Sonos devices from the power. Please wait 15 seconds before you plug back them back in.
    • Force close the Sonos app from your iOS or Android device.
    • When the status light on your Sonos speakers are solid white, get back on the Sonos app and check if you're connected.
    • Test playback from your Apple music and observe.
  2. If you have access to your router settings, below are the settings that need to be verified. You can contact your Interner Service Provider or router manufacturer for assistance.
    • The auto channel must be set to Off
    • Choose the best non-overlapping channel (1,6,11)
    • Set channel bandwidth to 20MHz
    • Both 2.4GHz and 5GHz should be enabled
    • UPnP should be enabled
    • 802.11 bands should be set to b/g/n
    • Airtime Fairness should be disabled (if applicable)
       

After performing the steps above and you're still experiencing the same problem, I recommend contacting our Sonos Customer Care support to perform in-depth troubleshooting and understand your full network setup. Our phone support has the tools to check what's going on in your system and to remotely access your device to provide the best option for you. Please feel free to reach out in the future if you have any other questions. You're always welcome here.

 

Help others find useful content by clicking the like button and selecting the best answer to your question.
Ken_Griffiths
Hi,

I've added a Play:5 and rearranged my Play:1s a bit.

I now have frequent cut outs on the furthest Play:1.
I ran a diagnostic under: 1761403263

In addition, I have connected a Turntable via a preamp to the Line in on the Play:5
Haven't gotten Autoplay to work properly and sometimes after starting playback from Line In manually it stops after a few seconds.

Any tips on what to improve here?
lobochrome,

Try connecting one of your Sonos devices to your routers ethernet ports and run all your devices on SonosNet. See the switching instructions below. Make sure the SonosNet channel is also different to the one in use by your routers 2.4ghz band. In fact try to set them at least five channels apart.

Switching from Standard WiFi to Boost Mode and vice versa
CLICK HERE for the switch procedure.
G
Userlevel 2
Diagnostic submitted - 427706467

I have recently changed my router to a TP Deco mesh system which has dramatically improved WiFi coverage through my home.

However despite re-setting up my Sonos system from scratch and in boost set up with the bridge wired to the main deco, I’m getting continual drop outs, unable to find Sonos system, unable to connect to music services and so on.

I’ve tried changing Sonosnet channels to no avail.

Please review my diagnostic. Thanks
Ken_Griffiths
I have been getting continued drops both on Tunein & Spotify.

Can you please review my diagnostic - 1634660299

Thanks
I can’t see your diagnostic as I’m not part of Sonos. I’m just a user like yourself, but to get your diagnostic reviewed quickly, it’s best to go to @SonosSupport on Twitter, as the Support Staff there are 24/7 and hopefully someone there will help you out.
D
Hello

I have tried setting the channels on router and sononet. Still having connection problem with my Playbase.

Diagnostic: 1617445095.

Cheers

Dylan
Y
Having the same problem. Have you maybe tried thinking that it has something to do with the (low quality?) parts that you use for Sonos? I had a Bose system in the exact same place, no problems. I use Sonos and it keeps cutting out (Spotify or radio).

My diagnostic is 2024785776
If no solution is found, I'm afraid I will send it back to the place of purchase and use the money to buy another Bose.
D
Thanks Ed.

Tried what you have suggested. Should i re-enter my wifi password or leave it off wifi? My bridge is connected to Modem so only so far i can move it...

Still not working. Get the orange flashing light and no sound when pushing sync button on Playbase. After about 5 mins it goes solid orange, then to white flashing and then off.

Diagnostic 556837417.

Cheers.


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.
Edward R
Userlevel 7
Badge +20
Having the same problem. Have you maybe tried thinking that it has something to do with the (low quality?) parts that you use for Sonos? I had a Bose system in the exact same place, no problems. I use Sonos and it keeps cutting out (Spotify or radio).

My diagnostic is 2024785776
If no solution is found, I'm afraid I will send it back to the place of purchase and use the money to buy another Bose.

Hi there, Yarons. Thanks for posting your question. There is another access point in your vicinity that is occupying the exact same frequency as the one being used for your Sonos system. More the point, it is actually providing a more powerful signal than the access point in use for Sonos. Quality and price of part has little to do with the basic principles of WiFi technology- so this is largely inconsequential in this instance.

To use an analogy, think of these frequencies as lanes on a motorway. Whether you are driving a car worth 200 euros or 200,000 euros, a congested lane is still a congested lane. Perhaps this "lane" wasn't quite as busy when you were using Bose- I can only speculate. However, any speaker that works with the same technology, in the same way, used in these particular circumstances, would encounter precisely the same issue.

If these access points are all yours; "Proximus Smart Wi-Fi" (of which there are several)- you would need to move them all to a separate channel than the one being used for Sonos. You could have them on 1 and 6, with Sonos on 11. You would need a WiFi scanner to best determine precisely which ones to use. Let us know if you require any further clarification.
Edward R
Userlevel 7
Badge +20
Thanks Ed.

Tried what you have suggested. Should i re-enter my wifi password or leave it off wifi? My bridge is connected to Modem so only so far i can move it...

Still not working. Get the orange flashing light and no sound when pushing sync button on Playbase. After about 5 mins it goes solid orange, then to white flashing and then off.

Diagnostic 556837417.

Cheers.


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.

No problem at all, Dyl. The updated diagnostic does look a bit better, though there is still something generating interference. Luckily, there's some further information in this diagnostic that I did not have before. The issue might stem from the fact that your Sonos system is on the same channel as a network called "TP-LINK_5BE5". If you change your Sonosnet channel to 1, this should help matters.

To answer your question, no- we need not enter the password anymore.

Lastly, if you still find yourself struggling, you're welcome to get back to me here- though it may be beneficial to get in touch with one of our agents via telephone for some real-time troubleshooting. Thanks, Dyl!
D
Thanks Ed. TP Link is my router and I had set it to a different channel. I have tried this again, but no difference.

Keith is having a look at latest diagnostic: 460403425. Via another thread. If you have any other ideas, I would be keen to hear them.

Cheers
A
Unfortunately, my Sonos System (3 Play:1 and 2 Play:3) is still cutting out after following the instructions, would be great if you could check my diagnostics as well 🙂 Thanks! -> 1663847588
M
Badge
Have not had too many issues over the past two years with the system, but have subscribed to Deezer and cannot listen to an entire song without it dropping out (single speaker in stereo pair, a room, skipping whole song, etc). Submitted diagnostics 1760005857.
Amp x 5 | Bar x 2 | P:1 x 5 | One x 2 | P:3 x 3 | P:5.2 x 3 | Con x 1 | Sub x 1
C



Hi all,

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://sonos.custhelp.com/app/answers/detail/a_id/1230

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.
C
I’m playing songs from my iPhone music playlist. The songs keep skipping part way through. I tried resetting the Sonos and also my router but the problem persists. Diagnostic 443553560
D
648513608
M
No solution(s) found so far. Terrible connectivity issues -only with sonos equipment within professionally installed and maintained Wifi infra. Your confirmation number is: 326613106.
K
I've been having problems with sonos speakers cutting in and out. I both a connect and have tried lots of different settings but hasn't had much effect.
My diagnostic number is 810124033
T
Hi, looking for a little advice, I have a Sonos Bridge hardwired into my switch, My Sonos is on channel 1, the Netgear D7000 Router is on 11 and the AP is on 6. Living in a real area so there is not another wireless signal within reach, but is on channel 1 too.

The router is mounted on a stone wall in another room (office) opposite the Sonos Player (Kitchen), the Sonos Bridge is also in the office located within the server rack.

Now I'll admit being on ADSL isn't brilliant, however I never used to have an issue with dropouts. These last 2 months I've been finding the song selection skips tracks, can takes ages to load etc either within the Sonos App, or Spotify App. Couple of times my Sonos has been lost on the WiFi, so I've had to re-add it. I don't seem to be suffering any other local network issues.

Any ideas?

Can I summit Diagnostics? 749017765
Lee.
I
I really wish I'd seen these forums before I spend over £2000 on Sonos equipment + all the stands, brackets and man hours fixing it all up. Ofcourse when it works its wonderful, but the problem is it only works for seconds or minutes before it cuts out, constantly, it will play 3 seconds of a song, cut out, then start the next song. If I'd have known the performance was going to be this bad I'd have just wired everything together. It's rediculous - the number of people having drop out issues is huge. Every change support suggests makes no differece or makes things even worse. What conditions are these products made for? Even people that live in the country with no nieghbours wifi interfering are having problems. I despair and if the latest round of support doesnt fix it - I'll want to return the 8 devvices and demandl my money back!
Airgetlam
Or, perhaps take a few minutes to clean up your local wifi, and I think that would resolve 90% of the issues, if not more, that you're experiencing. I've had 17 (?) Sonos devices for quite a few years, and never had an issue, once I figured out how to assign them reserved IP addresses, and keep my local wifi signal separate from my neighbors. WIthout that, I could see lots of potentials for issues, which you seem to be experiencing all of.

You might want to try reaching out to Sonos with a diagnostic, they might be able to help you, if you provided them enough information for them to investigate with.
Bruce
J
Hi I'm having the issues described in the original post with a wired Sonos Connect. Diagnostic is 853323471
Device room name is Finn. Do you have any advice?
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