Keeps cutting out

All speakers cutting out diagnostic # 903347808

Hi @Kyle A 

I have 2 ‘rooms’. One is ‘TV Room’ which is my surround sound and sub all run in my tv, but also used for music in the living room. 
Separately the other ‘room’ is ‘Play:5’ 

 

When my tv is turned on, even on mute, my new Sonos app since upgrading the other day, does not allow me to select ‘tv room’ only as you suggested. I can tap the radio button, but as soon as I hit done, it reverts to Play:5, even when I have unplugged the Play:5 from the wall socket. 
 

Tbe only way I can get music to come through my surround sounds system ‘TV room’ is to select both ‘rooms’ together, but after 2-3 minutes of playing music, the surround system reverts back to the sound of the TV, which as normal, is with the sound turned right down, therefore seeming to cut out. 
 

Because of this problem, the only way I can listen to music now in my TV room, is to turn the TV off which is not ideal because I like to be able to watch something, whilst playing music through the sound system. I’ve always been able to do it until I upgraded to S2. 
 

 

All speakers also cutting out and skipping music constantly. Diagnostic #1308495905

It looks like your speakers are losing connection to your wireless network from time to time. This is likely due to interference from your guest network, which is running on the same wireless channel as your main network. Try changing the guest network's wireless channel to 1 or 11 and see if that helps.

We are having the same issue. Refer to diagnostic number 382995637, kindly advise.

I had the same problem and it was severe on speakers connected to a Beam. I connected the Beam to my TVs HDMI ARC port and setup 2 Play 1s. The Play 1s were intermittent when watching TV and perfect when listening to music via the Sonos app. I ditched the HDMI ARC and went optical audio and it fixed the cutting out issue. I hope this helps.

967238623 - Sound goes in and out

Having the same issue, hoping to get some help. Reference ID:
566199308

Thanks for the report. There's quite a bit of wireless latency in the communication between your Sonos units. This is most often caused by wireless interference. Please make sure your Bridge is not too close to your router, or any other wireless electronics. It may also help to change the wireless channel your Sonos system is using.

We are having the same issue. Refer to diagnostic number 382995637, kindly advise.

In your report I see that your Boost is having a hard time communicating wirelessly with your speakers. Please try changing the wireless channel your Sonos system is using. Also, make sure your Boost is not too close to any wireless electronics that could cause interference.

Similar issue, radio cutting out.
1553646887

Would be good if we could get access to the info as well?

Hi there,

The streaming audio isn't getting to your speakers fast enough. Due to the nature of this issue, I think it would be best to work with our phone team. Please give us a call, our number is found here.

I’ve been having the same issues and it’s been happening over the last couple of weeks. Im also using Google Wifi with Sonos.Hi there,

When using Sonos on mesh networks like Google Wifi, it's helpful to make sure all of your wireless access points are running on the same wireless channel. When they are on different channels, it can make it hard for your speakers to stay in sync. Another option is to set your Sonos system up in the mesh configuration by wiring one speaker or Boost into your Google Wifi hub. This gives the Sonos system its own network and channel that you can separate from the Google Wifi channels. We recommend using channels 1, 6 and 11 as they do not overlap.

If that doesn't help, submit a diagnostic report and reply here with the confirmation number.



Jeff, you rock! THIS FIXED IT!

That totally explains it too! I didn’t have to manually change the channels on Google Wifi (not even sure if you can), all I had to do was plug in a network cable to one of the Google Wifi access points to the Sonos, and now it’s responsive again and doesn’t cut out. Thanks for your explanation, it would have driven me mad not knowing why.

Having cutout issues, installed a boost and have tried changing SonosNET channels. Still cutting out.

Diagnostic # 1987328871

Thanks for the report. Your Sonos system is split into 2 setups, one on the Sonos mesh, the other connected to your Open Mesh system, which is running on 2 different wireless channels. All of these factors make it hard for your Sonos speakers to stay in sync.

The speakers in the "Up" areas are connecting to your Open mesh system. I would recommend going into the Sonos app's settings menu, choosing advanced settings then wireless setup to find the option to reset your wireless credentials. This will clear the wireless login information and make the Sonos speakers connect through the Sonos mesh instead. Also, there's an elevated level of wireless noise showing up. It looks like there are a lot of networks nearby. Try keeping your Sonos system on channel 6, and your mesh system on channels 1 or 11.

Since Sonos released S2 nothing but trouble, App not finding speakers at all, or incredible slow (upto 10 sec) finding speakers, slow handling queues, slow manipulation volume. Compared to previous S1 the upgrade has only brought problems..’ nothing really changed, Sonos just upgrades speakers to new SonosNet2.

Recommend all, if u can do not upgrade and stay on S1 until this Company fixes the many bugs