Sound via Sonos Connect briefly disappears

Hi @Martin_63 

Thanks for your post!

This would be a pretty slow way of getting assistance. The first step a support agent should take is to get a full description of your network topology and some diagnostics from your system. This would likely mean you would wait at least two times in the email queue (an online ticket would result in an email conversation) before help would even be possible, which would take far longer than a chat or phone call. A chat, in case you missed it, can be started at this link: technical support.

As you’re not using WiFi, this would be the first thing I would suggest - seeing as you’ve already tried a reboot of the Connect and the router. Please make sure to turn the router off for at least 30 seconds if you didn’t do that before.

No! This just isn’t the kind of issue that a reset would help with. Please don’t reset your device(s).

I recommend checking your router’s manual for what exactly the yellow icon signifies.

If there was a device on your network being a little over-zealous in sending out multicast packets, these could swamp the Connect’s connection to the point where you could hear an interruption.

If you like, you can submit a support diagnostic and I’ll take a look (if you report the given number here), but it would be quicker to contact us directly.

I hope this helps.

Hi Corry

Thank you for your comments.

I bought a new ethernet cable yesterday and I will change that.

My ISP says that the yellow icon just means that my Sonos Connect only supports 100 mbit. 
This should not be a problem.

I will try to submit a support diagnostic when I am at home.

Hi @Martin_63 

In that case, the yellow icon is nothing to worry about - Sonos devices have 100MBit ethernet adaptors, so this is expected.

Hopefully the cable replacement will do the trick.

Thank you.

Buy the way...how come I don’t receive a mail when there is a new answer in my topic?

This should be enabled in Settinges.

Maybe it is in my spam filter.

Hi @Martin_63 

If it’s not your spam filter, then there are settings to check - click on your user icon in the top-right, then Settings, then Settings again and double check the email notifications.

We have encountered this before, however, with a very small number of users. It’s possible that Insided (the back end for our community forum) doesn’t recognise your email as valid. We’re not sure why this would be, but please double check that your email here is correct, and I’ll be able to pass the info on to Insided for them to investigate. Please PM me if you need to let me know your email - don’t post it here!

Even if you don’t get notified of a reply, you should get notified of my @Martin_63 callouts.

I have just submitted a support diagnostic. The number is 1465339587.
I have not changed the cabled yet.

I changed the ethernet cable this weekend. I have subsequently listened to two whole albums without the sound disappearing. I hope the issue is resolved for now.

Hi Corry

Thank you.
Okay, maybe I will have to replace the ethernet cables to Stue and Køkken.

is it better to use shielded ethernet cables for Sonos?

Hi @Martin_63 

Sonos devices have 100MBit ethernet adaptors, so you don’t need much from the cable - only that it’s integrity is sound. Cat 5 or Cat 5E will suffice.