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Sonos Port dropping out continuously - Worked for 18 months without issue

  • November 4, 2024
  • 5 replies
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I have a customer with (3) Ports and (1) Amp. Over the weekend they had continuous dropouts making listening impossible. No issues since install and no new devices on the network. The last reboot of the Sonos hardware was 175 days ago. I have done the unplug Sonos units and reboot router and reset them to new to the set them back again multiple times with no luck. I also tried just using a single Sonos Port with the other Sonos products disconnected. Hoping someone else has history with this.

I suspect a hardware failure because I battled (3) Ports with the same issue. Did the standard rebooting, restoring to new and setting up again multiple times. Typically audio would work from 1 hour to a day without dropouts and then start. Took (2) Ports out and same thing. After multiple trips customer decided to fold when I recommended the Russound Streamer which has been working perfectly for 8 months. His 34 zone system is (4) Russound MCA-88’s and he would not budge on using anything but Sonos sources. The only reason I added this is the same issue has happened to another customer whose system was installed about 6 months later.

Best answer by Gabriel Z

Hey @surf1234, welcome to the Sonos Community!

Sorry to hear about the drop outs in your customer’s and thank you for looking after them.

Can you confirm if just one particular unit in the system is affected or all Ports present with dropouts? How about the Amp?

Best cause of action when dropouts occur is to submit a diagnostic and reach out to our technical support who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

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5 replies

Gabriel Z
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  • Gabriel Z
  • Sonos Staff
  • Answer
  • November 6, 2024

Hey @surf1234, welcome to the Sonos Community!

Sorry to hear about the drop outs in your customer’s and thank you for looking after them.

Can you confirm if just one particular unit in the system is affected or all Ports present with dropouts? How about the Amp?

Best cause of action when dropouts occur is to submit a diagnostic and reach out to our technical support who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
Airgetlam
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  • surf1234
  • Author
  • Contributor I
  • November 6, 2024

Will do on the technical support. The behavior is the system starts the drop outs in one or more of the units then the system becomes slow to respond. Then 1 or more of the units are no longer visible in the app. I have done a tremendous amount of work on this other that reboot all of the units. All of the units show up in the app and the dropouts start as soon as 5 minutes and as a long as a day. I have reset the units back to new and set them all back up. Same behavior within 24 hours. I have only made two trips to this customer site. 

 

The other customer is different in that I spent several days worth of service calls on their simpler setup (3 Ports). The first time was rebooting all of the units. All back to normal for just about a week then same behavior with dropouts and slow app response. Repeated the same reboot procedure and made it another few days before the same behavior. Next move was to restore all 3 Ports. Same result within a few days. Final move was to restore (1) Port and take the other two offline. Same result. 

Airgetlam
  • Airgetlam
  • November 6, 2024

Sounds like either simple wifi interference , or less likely, a duplicate IP address issue. Probably the least helpful thing to do is a reset of any device. 

I’d certainly try a network refresh, as it is applicable to either wired or wirelessly connected devices. Unplugged all Sonos devices from power, then reboot the router. Wait a couple of minutes before plugging back in the Sonos devices. Or, a more permanent solution is to assign reserved IP addresses for all Sonos. It does effectively the same thing.

The other option I would be looking at is wifi interference , die to changes, either in their own network, or outside, impinging on their network. 

Of course, none of this is supported by a look at any hard data in a system diagnostic, which only Sonos employees have access to. So, just a guess. 

Bruce
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  • surf1234
  • Author
  • Contributor I
  • November 7, 2024

@Airgetlam Covered all of that stuff at least one time. Absolutely no network changes have happened as  they have no access to the router or networking hardware and there has not been any change. I will try the static ip tip and see what happens. The worst part of Sonos is having to be on-site to access the hardware. There is absolutely no excuse for not being able to run the app through the VPN which would make troubleshooting a lot easier.

Airgetlam
  • Airgetlam
  • November 8, 2024

Absolutely no network changes made by you. That says nothing about network issues made by your own network devices, or external influence from other sources of potential interference, which can come and go. 

VPNs are designed to block communications between devices on a network, and allow a single connection between one device to another point. This bocks the fundamental design of Sonos, in which each Sonos device connects to each other, and to the ‘outside’ world to stream music. 

Bruce
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