Keeps cutting out

Hi @tiffanyhiebert and @jsigritz85574, thank you for the update and sorry for the late response.

@tiffanyhiebert, We don’t have any known issues with the Netgear R6850.

Since the troubleshooting didn’t resolve the issues, I would like to put the Play:5’s original settings back on. 

Turn on the wireless setting in the Room settings.

Since Line-in is working, can you test if the playing the Native Spotify app also has the audio cutouts?

@jsigritz85574, I checked the diagnostic, the players are having wireless interference in the environment.

Since changing the SonosNet channel is not resolving the issue.

I would like to refer you to this article Reduce wireless interference and as well as @Ken_Griffiths’ suggestion.

Let’s check for any wireless interference in the environment and update us with your findings.

I 

There’s lots of good advice in this thread for those using Google Nest WiFi. Perhaps reading through that will assist.

https://en.community.sonos.com/setting-up-sonos-228990/sonos-components-google-mesh-wifi-go-wifi-or-sonosnet-6822265#post16322421

The Nest mesh system seems to me to be a little problematic with Sonos (or the other way around) because the Nest primary hub and its satellites all auto-seek their 2.4/5ghz channels and often miss hidden networks like SonosNet and can occasionally present problems. The advice in the thread (collectively) gives rise to best practice with that particular mesh system and the solution starts by identifying the channels in use by each access point and then taking things from there,

i hope the thread helps you to resolve your dropout issues.

Have you considered trying a different SonosNet wireless channel in "Settings/System/Network”? There’s a good chance that may resolve the matter, but give the system 20 minutes, or so, to settle before passing judgment, as the connections between devices may need a chance to settle.

Hey Kyle! 

I just plugged in the ethernet cable yesterday. I turned off WiFi for the room in the app and the music stopped working and wouldn’t start again. The router is Netgear R6850.

I only use Spotify and line-in with a record player. Line-in doesn’t cut out.

Hello my diagnostic number is 2123320503. I’ve had the same issue for years on many different wifis and I’m very sick of it. 

Report number 1754010249

Constant Spotify connect interruption. Some times it jumps the song, sometimes it cuts out. I have changed the channel of my wifi (2.4 and 5 gHz) without success.

Hello @codegoat,

Can you start by wiring one of your Sonos players into your Netgear router?

Once you have this wired connection, please reboot all of your Sonos products by unplugging them from power for about 20 seconds.

When a player is wired, it will begin broadcasting its own mesh network. In a system as large as yours, this configuration should offer a more stable network connection for your system. 

Hello @jontreloar,

Are you able to identify this ZP120 by room name in your Sonos system? Which player is it and does the audio drop if you play it by itself rather than “grouped” to other rooms?

Is it wired to your network or to another Sonos product by Ethernet connection?  

I hope a few quick questions can help us resolve this playback issue. 

Hello @marchendrick,

If you can wire the Play: 5 directly to the network and then submit a diagnostic report while the player is wired we should be able to evaluate the player for any potential hardware issues. 

Please include the confirmation number in your reply.    

Hello @marchendrick,

Welcome to the Sonos Community and thank you for reaching out with your diagnostic report. 

It looks like you are missing a speaker in your set up, is this Play: 5 further away from your Eero mesh nodes than the rest of your system?

Is it possible to test your Sonos system with one Sonos speaker wired directly to the primary Eero node? 

If you could try this and submit a follow up diagnostic report in your response along with some detail about how your system if functioning, that would be most helpful.

Hello @wlogatto,

Thank you for the additional information about your system configuration.

When troubleshooting any kind of connectivity issues with Sonos, simple is usually the best way to go.

If wiring the Play:5 to your wall doesn’t change anything, you may want to systematically remove switches in order to identify potential network equipment issues.  

The fewer pieces of equipment that the data has to travel through between the Sonos products and the router, the better the system will perform overall.   

Please let me know if any of the changes you make in your wired connection change the playback behavior of your system and feel free to include follow-up diagnostic reports as you test playback. Be sure to post the confirmation numbers here so that we can continue to look them over for you. 

Hello @wlogatto,

Welcome to the Sonos Community and thank you for reaching out with your diagnostic confirmation number. 

I can see that the communication between your wired Sonos Play:5 speaker and your Play:1s is good although The Play:5 itself is having a hard time with it’s network connection. 

Is your Sonos system wired into a switch or into a router directly? 

Can you provide us with manufacturer and model numbers of the following:

• Modem. 
• Router (if separate from your modem).    
• Network switches between your Sonos and your router.
•  Access points or extenders.

Any information about your network layout it should help us understand how we can improve your connection and playback experience.

Hi @hypejones21, That’s what I would like to try out if you are able to set that up.

As far as interference goes, some building materials can reflect WiFi signals and cause communication issues in your network. 

These are the top three that I see in homes that can cause issues:

• Plaster
• Concrete
• Metal   

Larger two story homes are not usually a problem unless you are covering an area that exceeds the range of your WiFi network signal over all.