Does anyone from Sono's actually reply to these? Or is this a way for people to vent about our issues and get zero resolution?? Let's get it together Sonos!!
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 am having issues with multiple speakers.
Initially my system was rock solid.
I have a pair in the bedroom and i will have 1 speaker drop out of the stereo pair.
I have similar issues in other rooms, While playing music one side will drop out for 10 - 20 seconds.
If i skip a track then it sometimes takes 20 - 30 seconds for the speakers to start playing the music again.
The system used to be rock solid. I have a boost connected so it is working on Sonosnet.
I have 2 Access Points at either end of the house, Sonosnet is running on Channel 1
AP1 is running on Channel 6 and AP2 is running on Chanel 11.
I have played around with changing channels but the problem persists.
My music streaming service is on Spotify.
I have run a diagnostic and the number is 7765751.
Any help you can provide would be greatly appreciated.
Thanks.
I do also have huge problems with my two Play:1.
Everything has worked great until a couple of days ago. Now they can't play music without huge dropouts, and it is very hard to reach them thru the app.
I have read everything, restartet everything, tried all channels, and I have not done any changes to my wireless setup. I don't have problems with noise in my wireless setup. I have a 150mbit internett connection with a fiber cable into my apartment...
Right now my sonos sytem is total useless! I postet on this forum yesterday, and no respons.
How can I get in contact with Sonos? I don't understand the support service here?
It seems that I'm not the only one with this problem and it seems that it is something "rotten" with a software update. Please fix it. Don't tell me that "your neighbour must have bought a new wireless device that changed everything..." My Play:1 is 2 meters next to the wireless ruter with nothing between them.
System diagnostic number 7808095
Please please advice!
Does anyone from Sono's actually reply to these? Or is this a way for people to vent about our issues and get zero resolution?? Let's get it together Sonos!!
Sigh.
Did you even bother to read anything above your post?
Have a problem. Explain it and your system in maximum detail. Run a diagnostic. Post diagnostic number so it alerts Sonos to your problem.
Unless you think Sonos are able to read your mind and know how your system is set up.
So why not try "how to" rather than pointlessly, and stupidly, do the forum equivalent of shouting at the pigeons in the park (unless, of course, that is your hobby)
After a year of wonderful use I've now spent the last months trying to fix the track skpping problem. Is there anyone out there who can help. I've rebooted everything several times. It happens no matter where I am or who's system I'm connecting to.
Am loosing my cool a little as I've loved the system for so long and now I can't listen to any of my albums or playlists.
I live on a narrow boat and use a 4G dongle which has worked will be over a year.
I find your reply rather offensive. I have been a Sonos customer for three years or more and I don't wish to be a "techie", I want a reliable usable system that delivers.I am looking at the forum to see if others share my frustration with the latest and quite useless release of the app. I can't get through to customer service to quote them my diagnostics ref. and get help with a failing and expensive Sonos system and I see your rant, and that's just too much. Keep it polite or go somewhere else.
1) He wasn't replying to you, he was replying to someone who posted nothing but a rant; no specifics as to what he was experiencing, no system specifics, no nothing. It was harsh, but appropriate.
2) You can post your reference number here and a Sonos tech will get to it.
3) In the 9+ years I have been posting here, I can count on one hand the number of connection and/or stability problems that were not solved by eliminating IP conflicts via a network refresh, then assigning permanent IP addresses to your Sonos units via the router setup. For the refresh, 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.
Assigning permanent IP addresses is a little harder, but you do not need to be a total techie to do it. You need two things, access to your router setup and the MAC address of each Sonos unit. How to access the router setup is in your router manual, and the MAC address of each Sonos is in the app under Settings->About My Sonos System. Each unit will be listed with a serial number, the MAC is the serial number minus the last two characters.
I have been experiencing constant dropouts since the last software update. I do not have wireless issues with any of my other wireless clients - even those streaming UHD and HD video. I also didn’t have any of these problems prior to the aforementioned update.
Really nice timing guys. You’ve definitely left a bad impression with my out-of-town guests this holiday weekend.
Diagnostic number: 8122644
Again this sounds like IP address conflict.
Assign new static ip addresses to each or turn off all your network devices and reboot router to clear the offending device(s).
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?
I've already sent them a diagnostic and explained the issue several days ago. With of course no reply.
Moderator Note: Removed profanity
Suffering similar issues but only recently in the past 1/2 weeks, system has been stable prior to this (Play1 and Play3, separate downstairs rooms). Nothing in my home wireless set-up has changed but the App lags heavily at times and speakers are cutting out intermittently - every 5-10 seconds for around 1-2 seconds. Would appreciate any advise please?
Any known issues with latest software update?
Diagnostics 7791984.
Many thanks.
Hi
I have changed my wireless channel on my router to 1, 6 & 11 but still I get my speakers vanishing and music dropping from them. It's driving me crazy and I am ready to give up and sell them if this cannot be fixed. It never used to happen until the last update??
I have submitted a diagnostics report - Number 7809007
I would appreciate it very much if you could look into this and provide a solution please?
Thanks
I am finding the play 1s are dropping out and just the playbar is working, about 10-15 sec later the play1s kick back in.
I have submitted a diagnostics report 7867441.
I find your reply rather offensive. I have been a Sonos customer for three years or more and I don't wish to be a "techie", I want a reliable usable system that delivers.I am looking at the forum to see if others share my frustration with the latest and quite useless release of the app. I can't get through to customer service to quote them my diagnostics ref. and get help with a failing and expensive Sonos system and I see your rant, and that's just too much. Keep it polite or go somewhere else.
The audio cutting out is getting worse for me. I swear it didn't start until a recent Sonos update (not the latest one). While watching TV using sonos 5.1 setup (playbar, sub, two play 1s) audio cuts out on the rear surrounds. It then comes back without me doing anything. I thought it was streaming music at first, or maybe an iPhone issue but now I know it's not. I uploaded a diagnostic a while back but never heard back.
My sonos is setup in BOOST configuration (playbar is plugged into ethernet) and all other speakers are using wireless. I'm wondering if I need to change the channel on my Airport extreme or something, but the boost mode mentions specifically how it helps not interfere with other devices.
It's super annoying!
edit: new diagnostic submitted: 7975298
Also, is there anything in the Sonos desktop app or iOS app that can show performance issues?
I've tried just about every recommendation listed in this forum with no luck. Music on iPhone skips about every 4 to 5 mins. No issues when streaming SiriusXM, just content on my phone. My diagnostic confirmation number is 7979777.
Thanks-JLH
Same as the others. This system is CRAP! I continue to buy pieces and follow your useless suggestions, and my system gets WORSE. It used to be easy to get to a helpful person, now it's almost impossible. The 1st line people are rude and uninformed. I can google a topic faster than they can. When I need help, you're closed. My wifi is GREAT. I don't have a single problem with any wired or wifi device in my home, and I'm a heavy user. Yet, sonos can't play 5 seconds of a song without cutting out. It's embarrassing, Now you are forcing these updates on us more and more often with stupid, useless features when you should be fixing what's broken. And, take away the stupid messages that pop up every time you add a song to your queue for example...we added it...we know...we don't need a message to pop up every time and tell us what we just did. And, it's the same thing with clearing a song or queue. Its not an atomic missile launch code, it's a SONG. Quit changing mobile app devices around AND STABILIZE THE PRODUCT!!!!!!!
Yes, that would be my recommendation.
But if those two actions didn't resolve the disconnects, then indeed I'm not sure I know what is causing it. Posting that diagnostic is a great step in getting Sonos to look at data in the log files that I don't have access to, and hopefully point them to figuring out what's going on.
I don't think you need to open up a new thread, but maybe if you haven't gotten a response in 48 hours, it might be worth it. On the other hand, it also might be wise to try one of their other forms of communication. Ah, good, you're here in the US. Take a look at http://www.sonos.com/en-us/contact/contact-options%23 , they have 24/7 support options, in addition to these boards, and they might be more synchronous 🙂
I was having issues with Sirius and Amazon music cutting out, then the players disappearing. Taking the advice of others in here, over the weekend I did a full reboot of my network and assigned all my Sonos units reserved IPs in a grouped range. I also unhooked my Playbar from ethernet (coming via powerline adapter that was a holdover from before I bought a Boost that is plugged directly into my router) so I only have the Boost wired to the network.
So far, so good. No issues with service cutting out. I've also noticed that the sending audio from my Playbar to other Sonos units is clear without cutouts (something that did happen previously). So I can say that the dedicated IPs is a good idea (not sure if the extra unit connected via ethernet was an issue as well).
Diagnostic submitted (8121997). Speakers keep dropping. Happens to all speakers at different times. Put Boost on Channel 1 and moved everything else to 6 and higher but still seeing issue. Power cycled all devices, latest version software. Really frustrating.
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.
Been there, done that, got the T-shirt. Still my sonos groups/ungroups or loses/gains speakers almost every minute.
Intrigued to know what "ducking" is? Not having used an Echo or similar, where does the term ducking come into it?
Ducking is the feature that lowers the volume on Sonos speakers when the Alexa wake word is said. It allows the Alexa device to hear clearly. At this time, all Sonos speakers across your system will duck, which is not optimal. It is hoped that new functionality that allows you to assign a default Sonos speaker to an Echo will make only that Sonos duck, and Sonos said they are working on this.
I have multiple sonos devices when they are grouped some will randomly fade in and out, music playback will either stop or skip to the next song but they work fine when not grouped.
Diganostic: 8167362
No problems with Sonos until most recent update! Now nothing but issues...
