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Sonos keeps cutting out.

  • December 22, 2020
  • 5 replies
  • 96 views
S

My Play:5 keeps cutting out randomly. The music in the app appears to be still playing (the time carries on) and when the play:5 comes back it is at the new timeframe (not where it cut out). If I play the same music in different rooms the music only cuts out on the Play:5

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5 replies

Simon B
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  • Simon B
  • Retired Sonos Staff
  • December 22, 2020

Hi @saintpaulie, Thanks for reaching out, and welcome to the community. Sorry to hear about this issue on your Sonos Play 5, So that we can check the current status of the Play 5, I’ll ask you to submit a diagnostic report to investigate further what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this issue. You may submit the diagnostic report once the issue is happening.

Let us know how it goes and we're here to answer any further questions you have.

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S
  • saintpaulie
  • Author
  • Contributor I
  • December 23, 2020

Thanks. I've done this

Simon B
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  • Simon B
  • Retired Sonos Staff
  • December 23, 2020

Hi @saintpaulie, thanks for the update. Can you post the diagnostic number so that we can check it on our end? Thanks. 

Please, feel free to let me know if you require any further information.

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  • saintpaulie
  • Author
  • Contributor I
  • December 23, 2020

1028471334

Simon B
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  • Simon B
  • Retired Sonos Staff
  • December 25, 2020

Hi there @saintpaulie, thanks for the update and for sending a diagnostic report of your Sonos system. Upon checking, It detects Wireless interference and Audio Dropouts, Kindly check these articles about Reducing Wireless Interference and Music service Stops or skips for some troubleshooting steps about this issue. 

Let us know how it goes and we're here to answer any further questions you have.

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