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

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385 replies

Jeff S
Userlevel 7
Badge +20
Hello Sonos support,

I am experiencing the cut out of sound on the sub and play1s in my surround setup. It will happen about every 20-30 minutes, sometimes more and sometimes less. I had a ticket open months ago, and things seem to have gotten better (although never eliminated), but now we are back to happening more often again.

I have a Boost, 1 Playbar, two PLAY1s and a Sub in living room (where the cut out happens), then a PLAY1 in kitchen and a PLAY1 in bedroom. The 2 PLAY1s that are in the living room along with the subwoofer are the ones that lose sound. I have tried the following over the past few months: new fiber optic cable, new HDMI cable, restart the entire Sonos system along with router, switched router channels and also switched Sonos network channels from the app. I have moved the Boost farther away from the router, and tried to take as many things away from the Boost as I can. The Boost is hardwired to the router, not wireless. Things that are in close proximity to the Boost, but more than 2-3 feet away: Linksys router, Phillips Hue hub, Fire TV Cube, cable modem. This happens whether I'm playing Netflix, Hulu, or any other app on the Fire TV cube, as well as listening to music from Sonos app, or if i'm listening straight from my Spotify app through my phone.

I have submitted 2 diagnostics while watching a movie tonight:
1896936558
145491563

Thank you for your help.

Hi there,

Thanks for sending in the diagnostic report. There are wireless communication errors showing up between your PLAYBAR and rear speakers. This is likely caused by wireless interference on the 5 ghz band. Please look around and in between your Sonos home theater speakers for any third party wireless devices which could be causing interference. Common sources of interference include cordless phones, wireless cameras, wireless baby monitors, wireless printers and wireless cable boxes. Try moving away any such device you find, or power them off temporarily, and see if things improve.
D
Hello Sonos support,

I am experiencing the cut out of sound on the sub and play1s in my surround setup. It will happen about every 20-30 minutes, sometimes more and sometimes less. I had a ticket open months ago, and things seem to have gotten better (although never eliminated), but now we are back to happening more often again.

I have a Boost, 1 Playbar, two PLAY1s and a Sub in living room (where the cut out happens), then a PLAY1 in kitchen and a PLAY1 in bedroom. The 2 PLAY1s that are in the living room along with the subwoofer are the ones that lose sound. I have tried the following over the past few months: new fiber optic cable, new HDMI cable, restart the entire Sonos system along with router, switched router channels and also switched Sonos network channels from the app. I have moved the Boost farther away from the router, and tried to take as many things away from the Boost as I can. The Boost is hardwired to the router, not wireless. Things that are in close proximity to the Boost, but more than 2-3 feet away: Linksys router, Phillips Hue hub, Fire TV Cube, cable modem. This happens whether I'm playing Netflix, Hulu, or any other app on the Fire TV cube, as well as listening to music from Sonos app, or if i'm listening straight from my Spotify app through my phone.

I have submitted 2 diagnostics while watching a movie tonight:
1896936558
145491563

Thank you for your help.
R
I am experiencing skipping of songs played from my iTunes play list on my iPhone via the SONOS App. I have switched the router channel to 11, 6 and settled on 1. I have placed the iPhone beside the router to ensure a strong signal. My kids are out of town so there should be no competing devices 🙂

When playing music off of my iPhone, the system plays the first 2 songs without a hitch however when playing the 3rd song, the system skips about midway thru and moves on to the next. It continues to do that from thereon in. I have no issue playing music from a streaming service like Spotify or Radio by TuneIn etc. from my iPhone

I have submitted a diagnostic report - 145879795

Any thoughts / guidance would be appreciated

Thx

Rob
I
Diagnostics ID: 2060144891

"Connection to Spotify was lost" - please help with this, we have been considering using other devices instead of sonos because of this. Im really frustated:@
L
I just did the update and had several issues in one night. My apply tv worked fine at my tv and syncing to use it for the speakers. After the update I have to manually go into the apple tv set up to select the sonos speakers. Now there is connectivity issues as well. I hope they fix this issue.
J
Hi. I recently moved into a new house and deployed several rooms of Sonos. Nearly all my equipment is wired to the same Ubiquiti switch, which sits behind another Ubiquiti switch, sitting behind a Ubiquiti router.

I have frequent music dropouts, especially in one particular zone which is near-constant. This zone is wired too. I have been reading and working on this for a couple of weeks, but still no improvement. It's especially frustrating since I thought wiring the entire setup would prevent this from happening. I've focused on several areas, and list a couple here:
+ Changed Sononet to channel 1 which I believe is unused near by
+ Twiddled with Ubiquiti edgeswitch STP settings. Made sure 802.1'd' was checked, etc
+ Tried changing to the first switch in-line after the router, no change
+ I have a couple wireless models, tried turning them off.... no change

Any ideas of places to focus on. I read that a person can do the hack and turn off wireless on all units. I expect there are good reasons to not have to do this, so I'm avoiding that for now, but need a direction to turn.

Diagnostic 1114317402 submitted
Z
I have been having issues with my Sonos cutting out for a while. I have a playbar and a play:3. Both will frequently skip in the middle of songs or drop the signal completely. I have tried changing the channel on my router, rebooting the system, and reloading the app. Nothing works for more than a day.

I just submitted a diagnostic report: 121781638
Jeff S
Userlevel 7
Badge +20


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.

I've setup another player as sonos net and switched to channel 6, still issues: 169587020 new diagnostics

Current player I'm trying to use is "office" - lots of skipping.

Any updates / target timeline for an update on the actual ios issue though? It's a bit of a waste of time fiddling around with WiFi settings when that was never the issue in the first place, the main change seemed to be 9.0 update when I started seeing the issue - never had it before that.

The interference is down. Please try a new ethernet cable on your CONNECT:AMP. The connection seems to be going on and offline, which could mean an issue with the cable, and could lead to audio playback issues as well.
P


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.

I've setup another player as sonos net and switched to channel 6, still issues: 169587020 new diagnostics

Current player I'm trying to use is "office" - lots of skipping.

Any updates / target timeline for an update on the actual ios issue though? It's a bit of a waste of time fiddling around with WiFi settings when that was never the issue in the first place, the main change seemed to be 9.0 update when I started seeing the issue - never had it before that.
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.
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.
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?
G
Userlevel 2
Badge
I've a Chromecast connected to second play 5 that I cast to as well.
G
Userlevel 2
Badge
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.
Jeff S
Userlevel 7
Badge +20
Pulling my hair out. Intermittently cutting out sound from speakers. 389145027

Thanks for sending in the report. When grouping speakers you're increasing the bandwidth needed. In your case, you have a 17 speaker group. Do you get audio drop outs with smaller groups or only with larger groups?

It also looks like your BOOST is having a hard time communicating wirelessly with a couple of your speakers. The Bedroom (L) and Denon kitchen units in particular. Are there any third party wireless devices nearby? Please try changing the wireless channel your Sonos system is using and see if that improves things.

You may also want to check your BOOST to make sure it's not set too closely to your router, generally it's best to keep a couple feet in between them.

Another option that may help would be to wire in more than just your BOOST. The more wired units you have, the more system stability.

Also, the source of the audio can play a factor. For example, if you're streaming from a mobile device, its wireless connection can play a part. What is the source of the music you're listening to?
G
Userlevel 2
Badge
Pulling my hair out. Intermittently cutting out sound from speakers. 389145027
jgatie


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%.

Regardless, it is almost certainly a networking problem, not a Sonos problem. I gave an example of an actual problem with Sonos software above, and this is not it. But hey, I gave it a shot. Even though there are a couple other things in that 5% (auto shifting WiFi channels, split networks), you seem convinced it is a Sonos problem, so I'll not try to help again.

I wish you good luck finding a solution.
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%.
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.
jgatie
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.
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
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
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.
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.
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
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