Enthusiast II

Answered

Amazon Music HD dropouts

Forum|Forum|5 years ago
June 6, 2021
27 replies
1281 views

I am getting major speaker dropouts when trying to play Amazon Music Playlists. I recently ‘upgraded to Amazon Music HD’ and I am wondering whether that is connected? Diagnostic 8730064442 taken a few mins after it happened this morning.

If I play a playlist from my local NAS it is fine. All speakers behave and play music fine. If I try an Amazon Music playlist it goes berserk with various speakers dropping in and out. It is unlistenable.

ISP is BT. 70 Mbps reliable download speed. Location is South East United Kingdom.

Router is BT Smarthub 2 which is hard wired into a Netgear 24-port gigabit switch (JGS524PE).

Full managed wi-fi is provided across the house by five hard wired Ubiqiti Unifi access points (three AC-PRO and 2 AC-LITE). Single SSID on both 2.4GHz and 5GHz bands. BT Router wifi is turned off.

Sonos is using the above wi-fi network. I have 2 x Play 5 speakers and 10 x Play 1 speakers for music and a sub, soundbar and 2 Play 1 speakers for TV.

Any help appreciated.

Stu

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Best answer by Corry P

Hi @Stuart_17

I completely understand your expectation for your UniFi system to work - I would expect the same. I can only recommend you get in touch with our technical support team, for some real-time troubleshooting should you wish to try HD playback again in the future.

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Stuart_17Author

Enthusiast II

Corry,

Thank you for the response. I read another response you left further up and it gave me some suggestions to try. All in all, we have (7 Sonos Products) 6 Sonos 1’s and 1 Sonos Move playing at the same time in 1 group so that may be part of the problem. First thing I will try is to make 2 groups, 1 for upstairs and 1 for downstairs and see if that helps. I have also tried your suggestion of making a more central speaker the “master” speaker and sometimes that helps, but only for so long. We’ve never had a problem until my Amazon acct forced me to go to HD. I didn’t realize it until last night that that was the main cause. I had been avoiding it since I knew it wouldn’t make much of a diff in my listening experience and also having had problems with other “upgrades”. If it aint broke, why fix it, right?

@BarryHurley seems like we have had very similar issues. I contacted Amazon this morning and they set me back to standard Amazon Music again. There does not seem to be a way to do this on the Amazon website. Hope that helps.

Corry PAnswer

Sonos Staff

Hi @Stuart_17

I completely understand your expectation for your UniFi system to work - I would expect the same. I can only recommend you get in touch with our technical support team, for some real-time troubleshooting should you wish to try HD playback again in the future.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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BarryHurley

Lyricist II

Thank you that info Stuart 17! I was looking on my Amazon Acct and trying to figure out how to go back to SD and didn’t see that info so figured there wasn’t a way. I’ll give them a call this evening to see if they will switch me back to Standard!

B

BarryHurley

Lyricist II

Corry,

Thank you for the response. I read another response you left further up and it gave me some suggestions to try. All in all, we have (7 Sonos Products) 6 Sonos 1’s and 1 Sonos Move playing at the same time in 1 group so that may be part of the problem. First thing I will try is to make 2 groups, 1 for upstairs and 1 for downstairs and see if that helps. I have also tried your suggestion of making a more central speaker the “master” speaker and sometimes that helps, but only for so long. We’ve never had a problem until my Amazon acct forced me to go to HD. I didn’t realize it until last night that that was the main cause. I had been avoiding it since I knew it wouldn’t make much of a diff in my listening experience and also having had problems with other “upgrades”. If it aint broke, why fix it, right?

@BarryHurley seems like we have had very similar issues. I contacted Amazon this morning and they set me back to standard Amazon Music again. There does not seem to be a way to do this on the Amazon website. Hope that helps.

Thank you! Never thought to give them a call to go back to Standard.

S

Stuart_17Author

Enthusiast II

@Corry P

Hi Corry. I think it is worth pointing out for (the benefit of others reading this) that I don’t think my problems stem from my Ubiquiti network not being up to the job, but more of the Sonos system not being able to cope with HD when you have large groups of Wifi only SONOS speakers.

Regards, Stuart

Corry P

Sonos Staff

Hi @Stuart_17

I think your UniFi system - and your Sonos system - are up to the job. I recommended that you get in touch with our technical support team so you can receive some advice based directly on what the speakers in your system are saying about the situation (most likely reports on electromagnetic interference levels) and make attempts to follow it, and try alternatives, in real-time.

Wiring Sonos and using SonosNet was a worthy troubleshooting step to try - when it works, it’s often the easiest fix. Even when it’s not as easy as just connecting the cable, it sufficiently changes things that other networking issues can be bypassed instead of being addressed.

There are other things we can try to address, using WiFi or SonosNet.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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FKHoosier

Lyricist I

Looks like I’ll be calling tech support as well. My Amazon HD does the same thing. Drops out constantly. Apple Music works fine, Sirius is fine….everything but Amazon HD. Switching back to standard Amazon is not an option as I have invested heavily in a BlueSound player and high end stereo equipment in a separate stereo room to take advantage of the high definition streaming. I have Sonos throughout my entire house. It is unacceptable that all my Sonos equipment won’t work properly with Amazon HD service.

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Stuart_17Author

Enthusiast II

I feel your pain @FKHoosier It would be great to hear back from you on this thread if you get it solved. Cheers.

F

FKHoosier

Lyricist I

The trend is going to be toward high definition streaming, not away from it. I would imagine Amazon HD is only going to grow in popularity so this is huge problem for Sonos in my opinion. They can’t ask everyone who signs on to the Amazon HD service and who have multiple devices to hardwire their system or call support to try to tweak their system to work with it. In my Amazon Music app there is a setting to stream audio at a standard rate vs the hd rate. Maybe a similar feature built in to the Sonos app would be an answer in the short run. Hopefully they can work with Amazon to correct this. I bought Sonos products because I thought they put a premium on sound quality. I understand equipment sometimes lags behind available tech but I would think HD streaming audio has been out long enough to address this.

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mwells5911

Lyricist I

I’m having the same issues with Amazon Music standard with Sonos. Tune-In and AirPlay work just fine, and the Sonos update is current. All other wifi services and streams work, so I don’t see the need to reboot everything for what appears to be an isolated, and known, issue.

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