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Playbar sounds is cutting in and out.

  • 30 January 2021
  • 4 replies
  • 96 views

Playbar sound is cutting in and out while watching cable tv, streaming and internet TV. 
I disconnected cable HDMI but sounds still cuts in and out. When sound is out, white light on side of playbar blinks and when sound is out. 
Diagnostic 1909477452. 
 

Thanks 

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4 replies

Paul A
Userlevel 6
Badge +17

Hi @JNyz.

Welcome to the Sonos community and thanks for bringing this to our attention and for submitting a diagnostic. Allow me to help you out by sharing some information found on the diagnostic submitted.

Based on the provided diagnostic, it shows that you have 2 router with the same WIFI name or SSID and the diagnostic does not show that your Sonos Playbar is connected via the Sonos App which is necessary so we can check what si going on with the Playbar. I would suggest reaching out to the manufacturer of the secondary router so that the secondary router can be configured in bridge mode, disable DHCP, access point mode or which option best fits your preference (the main objective is to disable the secondary router from generating their own IP-address).

Here are some situation necessary to avoid this situation from happening in the future.

  • Have each router have their own unique Wi-Fi name as so you and your mobile controller do not get confused about what and where to connect to access your Sonos system.
  • Disable Wifi Capabilities of the Main router  (provided by your ISP or internet provider).
  • Disable the DHCP or IP-address generation of the secondary router and only allow the main router to generate the IP-addresses to avoid IP-address mismatch or IP-address duplicates.
  • Wire a Sonos device to one of the routers/access points to get them to stay on a single network (having each access point have their own unique WiFi names).

 Let me share with you a topic in this community that discusses multiple routers. You can share and ask questions or comments on that topic if something is not clear. 

I hope this helps.

Please let me know if you have further questions or concerns. I’ll be more than happy to help you out.

Thanks,

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J

Hi, 

I only have 1 router. 
I can scan again since the Sonos S1 app is pushing me to S2. The S2 app won’t accept the S1 equipment. 

Paul A
Userlevel 6
Badge +17

Hi @JNyz.

Thanks for the update and immediate response.

From this point, I would recommend contacting our technical support team for more in-depth troubleshooting steps. It is best to contact our technical support team so they can dig deeper and find out what would be the better step to take and what is causing the issue. I would also like to suggest submitting a diagnostic after 3-5 minutes of the issue happening so we can check if there are any wireless interference that might be causing this issue as well.

Please let me know how it goes and keep me posted.

Thanks,

Help others find useful content by clicking the like button and selecting the best answer to your question
J

As of right now I can’t access the app since it is pushing me to S2 and I can’t see the equipment on S2. What should I do?

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