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

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385 replies

K
I am about to lose it with Sonos. I call and am on hold for over an hour. Oh, and of course no support on weekends or early hours, which are the best times for me to call as a business owner. It is difficult for me to troubleshoot middle of the day when people are inside my business!!!!

Just ran diagnostic 1352711067. We recently installed the Pandora for Business Mood Music Player, which is connected to our Sonos Connect. We also have two Play 3 speakers. When we installed the new Sonos Connect, the Sonos app forced us to do an update.

Issue 1: Only one Play Speaker is working. For the second Play 3 speaker, we tried to unplug it, restart, unplug, etc. We either receive a flashing white light or solid white light.

Issue 2: CONSTANT MUSIC SKIPPING. This happened in the past when we tried to line in another music source.

PLEASE HELP. This is driving my clients, and employees, NUTS.
S
701550390 Sonos cuts out
M
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Hi everybody, I experience regular disappearances of the wireless player, I think I’ve applied all the advices but no luck. The details

 

My players:

 - Sonos Play:1 (wired)

 - Sonos One SL (wired)

 - Sonos One (NOT WIRED) and in another room with respect to the other players

 

I have three wifi network in the house:

 - WiFi network 1: wifi channel 6

 - WiFi network 2 and 3: wifi channel 11

 

 - SonosNet channel: 1

 - No Sonos Boost

 - No other devices close to the wireless player (no landline with cordless phone, one baby monitor in the same very large room but not close to the player)

I understand that even without a Sonos Boost the two wired players create a wireless network for the wifi player, am I correct? And the channel should be the number 1, am I wrong?

I have a wifi analyzer that says that normally on channel 1 there is no other signal in the surroundings. At the worst case, it detects a -90 dBm signal coming from a wireless router in another apartment.

I should add that the wifi Sonos player is some 30 feet away from the nearest wired player, that is in another room.

As I said, during the day I can experience two to three disconnections. For hours it can work regularly but randomly the wifi player disappears.

I’ve uploaded a few diagnostics, I’ll stick to the latest: n 391661885

 

Thanks a lot for any help!

J
Userlevel 2
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I would appreciate some extra information about what might be going on with my Sonos setup.
I have one Play 5 which is plugged into my main router.
I have a airport in bridge mode also connected to that router.
Another airport in the bathroom extending the range.
A play bar receiving toslink from the tv and connected wirelessly to sonosnet.
A play 5 close to the other play 5, connected wirelessly to sonosnet.
A play 3 in the bathroom, near the airport but not connected to it. Connected wirelessly to sonosnet.
A boost in the bedroom, connected wirelessly to sonosnet to extend the range.
Two play 1s in the bedroom in stereo.

Wifi has always been a curse in my apartment. It’s only small but there’s so much interference (a million other 2.4GHz networks nearby).

The biggest problem is playing TV input, it never comes to the bedroom speakers consistently. But often the system drops out and can’t even play music from Spotify.

I’ve tried so many different combinations of network setup, and they work better at first, only to deteriorate over time. Perhaps when the neighbours fire up their bittorrent and completely flood the airwaves!

I’m looking into yet another wifi solution to a) improve internet connectivity to the bedroom and b) finally resolve Sonos, but I’m skeptical anything will work.

Pre-troubleshooting:
- the hardwired play 5 is about a metre from the airport base station
- the boost is far away from anything electronic
- I have tried variations of my router being in bridge mode or the airport being in bridge mode
- I’ve tried all kinds of locations around the house for the airports and the boost
- I am familiar with changing the sonosnet channel, I do it every half hour on some nights (wish it was a big button on the now playing screen instead of buried in 3 lays of advanced settings!)

My diagnostic number is 1112571631. If there’s some really clear indication of what is causing these problems, that would help so much!

Thanks
Jarrod
Ken_Griffiths

MrGralich,

It’s not clear (to me at least) from your post, how your different WiFi networks are setup, if they are using the same network subnet, SSID’s, Channel Width etc. But…

 

Have you tried switching off your WiFi networks 2 & 3, perhaps on a temporary basis, just to see if that helps resolves your issue. (Assuming your devices are Wired to Network 1).
 

My thoughts are one of the networks are interfering with your Sonos Controller device(s) and perhaps your SonosNet channel too, which at the very least needs to be set to Channel 1, based on the WiFi channels currently in use. 

Airgetlam
Set up reserved IP addresses for your devices? Submit a diagnostic and call Sonos to check on what they see in it that might help you?
Bruce
R
Two stereo-linked Play:1 speakers, great for about six months but now dropping out so regularly it’s impossible to enjoy much.
I tended to play music via my iPad Air, much skipping through tracks of albums, radio via Tunein drops.
Changed channels on the router to a less busy channel.
Have an Amazon dot about three feet from one of the speakers.
Diagnostic report submitted, #1138330419
Thinking of getting my stereo and CD's down from the loft...
M
Badge

MrGralich,

It’s not clear (to me at least) from your post, how your different WiFi networks are setup, if they are using the same network subnet, SSID’s, Channel Width etc. But…

 

Have you tried switching off your WiFi networks 2 & 3, perhaps on a temporary basis, just to see if that helps resolves your issue. (Assuming your devices are Wired to Network 1).
 

My thoughts are one of the networks are interfering with your Sonos Controller device(s) and perhaps your SonosNet channel too, which at the very least needs to be set to Channel 1, based on the WiFi channels currently in use. 

Ken, first of all thanks for having taken the time to answer :-)

All the networks come from a single router:

the two wired Sonos players are connected via ethernet to that router, that creates the wifi network 1 (wifi channel 6) and, via two Apple Airports, other to wifi networks (wifi channel 11). On wifi network 1 there’s an SSID separation, so there’s a 2,4 and a 5 Ghz network, while the two other wifi networks created with the two Apple Airports create an unseparated network, so 2,4/5 Ghz networks that have the same name.

 

The SonosNet wifi channel as I highlighted is already set to 1.

I was under the impression that if I used different wifi channels I should have been safe… Don’t you think so? Could it be a ‘distance’ issue?

I did try to switch off the wifi network for a while, but since the disconnections are random, I couldn’t appreciate differences. Maybe I should switch them off for some days…

 

Thanks a lot

MrG

L
Hello,
I have a system comprising of a SonosBeam and 3 Sonos:One speakers. There are 2 groups in my system: 1 for my kitchen and 1 for my Living Room. The Beam is via ethernet on a switch which is open to the internet...
Now the Kitchen Sonos:One gives a lot of issues. I can only use it in combination with the other group. If I try to use it separately - I always get error messages (it looks as if the connection to the internet is very bad). I have run a diagnostic and have the number 538001542
W
Userlevel 1
Badge +3
Skipping, "rooms" disappearing, music stopping altogether, everything all the previous posts are complaining about is true for me as well. Started about two months ago after close to 4 years of flawless performance. Since then I have countless emails with diagnostic submissions in addition to over 15 hours on the phone with Sonos tech support. Obviously frustrating, even more so when an agent contradicts what a different agent said the previous day.

I'm waiting now to call in for the third time this week having followed yesterday's instructions, which didn't work. Waiting because the recorded message says the wait time is "over an hour". Just wanted to make the point here that this is not limited to iPhones. I occasionally access through an AirBook but mostly from my Android Pixel 1.

Not giving up on you yet Sonos, in part, because I have too much invested in your products. But there is a limit to patience. Pretty sure you know there is a software issue. If so, acknowledge it, work to correct it, tell us you are, and I'll stay off the phone. For awhile.
Ken_Griffiths

MrG,

As you are using the same 2.4ghz and 5ghz SSID on all access points - I would try this:

  • Give the 2.4ghz SSID on all access points the same name, use the same channel 1 for all and the same channel width - I recommend 20MHz only for this band.
  • Also give the 5ghz SSID on all access points the same name (but a different name to the 2.4ghz SSID), use the same channel (36 will do) for all ...and the same channel width - I recommend 40MHz for this band.
  • Leave your Sonos products wired and ensure you do not have any WiFi networks setup in the Sonos App in either of these locations “Settings/System/Network/Networks” & “Settings/System/Network/Wireless Setup”.. you only need to ignore this and leave a WiFi setup in the App if you have a Sonos Move device as part of your Sonos System.
  • Ensure the SonosNet channel in “Settings/System/Network” is set to either channel 6 or 11.

See if the above suggestion improves things for you.

Jeff S
Userlevel 7
Badge +20
Skipping, "rooms" disappearing, music stopping altogether, everything all the previous posts are complaining about is true for me as well. Started about two months ago after close to 4 years of flawless performance. Since then I have countless emails with diagnostic submissions in addition to over 15 hours on the phone with Sonos tech support. Obviously frustrating, even more so when an agent contradicts what a different agent said the previous day.

I'm waiting now to call in for the third time this week having followed yesterday's instructions, which didn't work. Waiting because the recorded message says the wait time is "over an hour". Just wanted to make the point here that this is not limited to iPhones. I occasionally access through an AirBook but mostly from my Android Pixel 1.

Not giving up on you yet Sonos, in part, because I have too much invested in your products. But there is a limit to patience. Pretty sure you know there is a software issue. If so, acknowledge it, work to correct it, tell us you are, and I'll stay off the phone. For awhile.

There are many things which could cause what, in effect, are communication errors across your network and Sonos system. Most of the time these sorts of issues are caused by wireless interference or network congestion of some sort. There are other issues as well, which may explain some of what you've mentioned. Please submit a diagnostic report and reply with the confirmation number. Also, please reply with a concise description of the issue you're seeing.
W
Userlevel 1
Badge +3
"There are many things which could cause what, in effect, are communication errors across your network and Sonos system. Most of the time these sorts of issues are caused by wireless interference or network congestion of some sort. There are other issues as well, which may explain some of what you've mentioned. Please submit a diagnostic report and reply with the confirmation number. Also, please reply with a concise description of the issue you're seeing."

Thanks for the prompt reply Jeff but I'll pass on your suggestion to provide "a concise description of the issue". As I said previously I've done that in countless emails and phone calls. Nothing changes. Unless you or someone else can acknowledge you know there is a problem and are working on it I'll call in again to see what tech support has to say. I don't have faith in getting answers here, at least not for this problem. There are over 200 replies in this chain with no solutions that work.
Jeff S
Userlevel 7
Badge +20
"There are many things which could cause what, in effect, are communication errors across your network and Sonos system. Most of the time these sorts of issues are caused by wireless interference or network congestion of some sort. There are other issues as well, which may explain some of what you've mentioned. Please submit a diagnostic report and reply with the confirmation number. Also, please reply with a concise description of the issue you're seeing."

Thanks for the prompt reply Jeff but I'll pass on your suggestion to provide "a concise description of the issue". As I said previously I've done that in countless emails and phone calls. Nothing changes. Unless you or someone else can acknowledge you know there is a problem and are working on it I'll call in again to see what tech support has to say. I don't have faith in getting answers here, at least not for this problem. There are over 200 replies in this chain with no solutions that work.

There is no one solution as there is no one issue. As I said, there are many potential causes for issues as described here. I can try to help you with your issue, but can't do so without more information.
W
Userlevel 1
Badge +3
"If there was a problem, there would be 1000's of posts in a day, like there was when the Playbar had an actual problem.

https://en.community.sonos.com/troubleshooting-228999/no-sound-on-certain-channels-after-system-update-today-6789926/index1.html

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:

Modem
Router
Switches or hubs
Wired Sonos units
Wireless Sonos units
Computers/printers
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%.
D
Userlevel 1
Badge +1

Hello,

I have a Port connected via ethernet to a switch (which is hardwired to our router), wifi on the Port is disabled. The output is connected to the CD input of an Onkyo TX-NR656. The output of the Onkyo goes to a 7.1 speaker setup (rear speakers are wireless) and the output is set to “all channel stereo”. I consistently get intermittent/random dropouts on all speakers with this setup. The music never plays back more than a minute, and dropouts can happen as frequently as every few seconds. The source of music doesn’t matter. Audio dropouts occur regardless of the selected “listening mode” on the Onkyo.

I do not have this problem on my five other wireless Sonos devices (One, pair of Play:1, and pair of Play:3).

I do not have any audio dropouts when using the Onkyo with other A/V devices.

The Port is located in the living room in the “media center” with open open shelving. 

I have confirmed that I have the latest app on my iPhone and the latest updates applied to the Sonos hardware.

I’ve submitted a diagnostic, the confirmation number is: 1600291032.

Thank you.

M
Badge

Ok Ken, I’ll give it a try.

So you say:

 - SSID separation (that so far is not complete because on one Wi-Fi network I have 2,4/5 GHz non-separated)

 - change channels

 - same names for the two 2,4 and the two 5 ghz ntwks: why, if I may ask? Do you think the names can have something to do with it?

 

Thx

M
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 - same names for the two 2,4 and the two 5 ghz ntwks: why, if I may ask? Do you think the names can have something to do with it?

 

Thx

P.S. Point is: I don’t think I can give the same name to the networks since the routers have constraints with the names...

G
Userlevel 2
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Pulling my hair out. Intermittently cutting out sound from speakers. 389145027
Ken_Griffiths

 

 - same names for the two 2,4 and the two 5 ghz ntwks: why, if I may ask? Do you think the names can have something to do with it?

 

Thx

P.S. Point is: I don’t think I can give the same name to the networks since the routers have constraints with the names...

The 2.4ghz band on each WiFi access point should be given same name, for example “MyNetwork-2G” (also ensure the channel (ch 1) and channel width (20 MHz) are set exactly the same) …. and the 5ghz band on each WiFi access point should be given same name, for example “MyNetwork-5G”  (also ensure the channel (ch 36) and channel width (40 MHz) are set exactly the same).

G
Userlevel 2
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Thank you for your in depth reply. The drop outs are less frequent in smaller groups. I'll try moving boost. I'll disconnect Denon speaker for now to see if it's causing a problem. (Connect connecting kef speakers) the bedroom L is close to not far from router so I wonder what problem is there? The source varies. Today for report it was Google play through Sonos app. But I sometimes use Alexa through Sonos one, or echo dot connected to play 5.
I'll try wiring a second speaker also.
G
Userlevel 2
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I've a Chromecast connected to second play 5 that I cast to as well.
L
Hello,
in addition to my earlier post; Something which is bizarre is the following when trying to play music on my group in "Keuken".
When I start the player in Keuken only, ot doesn't work. When I start together with the other group (TV) it doesn't work.
If I then start music on TV and add it later to group Keuken it works. however, as soon as I want to stop it in the TV-group.IT doesn't work anymore...
very bizarre. I do not think it is a wireless interference issue because then it would never work in my view...
can somebody hel p me out?
P
Hi folks,

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.

Hi Jeff - FWIW, I've submitted these support diagnostics for this issue: 644180264

I never had these issues before 9.0. I've got a Unifi network with multiple APs, not a connectivity problem, plenty of bandwidth and signal strength. Since the issue, I've tried setting up a single AP for the sonos on the best channels as well as trying sonosnet - still encounter the issues.

Happy to provide more diagnostics or jump on a call to discuss with support/eng if needed.
Jeff S
Userlevel 7
Badge +20
Hi folks,

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.

Hi Jeff - FWIW, I've submitted these support diagnostics for this issue: 644180264

I never had these issues before 9.0. I've got a Unifi network with multiple APs, not a connectivity problem, plenty of bandwidth and signal strength. Since the issue, I've tried setting up a single AP for the sonos on the best channels as well as trying sonosnet - still encounter the issues.

Happy to provide more diagnostics or jump on a call to discuss with support/eng if needed.

There are 3 wireless networks in close range all on channel 11, including your Sonos network. It would probably be better if you switched the Sonos network over to channel 6, which is much less crowded.
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