Trending Lyricist I

ASUS RT-AX86U & SONOS CONNECTION ISSUE SOLVED!

Forum|Forum|5 years ago
December 12, 2020
96 replies
38780 views

I’m posting this in hopes of saving someone else from the hours of frustration I’ve endured to resolve this issue.

From the time I set-up my Arc + Sub + Surrounds system in July with an Asus RT-AC88U router (connected to Fios Gigabit internet) it has worked without issue. I’ve used Asus Smart Connect with all settings at default. No problems with the S2 app and no problems when I upgraded to an iPhone 12, other than the loss of Trueplay support, which continues to be a problem. (HELLO Sonos! Anyone home?)

Then I recently upgraded to the RT-AX86U using same Smart Connect default settings and, initially, all seemed fine. But soon the dropped connections started. I’d reboot and the Sonos system would connect for 10-30 minutes, then lose wifi connection again. Meanwhile, all other wifi devices in my home worked just fine--the Sonos was the only problem child.

I did all the troubleshooting I could, then called into Sonos support and spent almost 2 hours with a tech rep trying every potential solution possible, but nothing worked. (However: KUDOS to such extraordinary tech support!) He then escalated the issue to an appointment with the Senior Support Team.

Meanwhile, I went into the router settings once again, looking for anything that might be an issue--even though I had gone through them all with the tech rep, and these were all the same settings that had worked on the AC88U. On a whim, and not expecting it to help, I turned off the QoS feature, which I have set to prioritize bandwidth for media streaming over other tasks. BINGO. That was it. Sonos system has stayed connected ever since. I can’t explain why that would be a problem--I’ve always had the QoS set that way, and with gigabit service, an AX router, a modest load of wifi clients in my apartment and no gaming, there should be bandwidth aplenty. But that was the issue and it’s finally solved.

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simondo

Trending Lyricist I

Sick to death of these drop outs, wish I’d never bought into sonos.

I’ve followed suggestions, still have drop outs.

I’ve factory reset the router, still have problems.

I’ve submitted diagnostics - no help.

Is it definitely this router? I have smartthings, hue, ring etc, everything works 100% apart from these fricking speakers. Even the wired speakers drop out.

Corry P

Sonos Staff

Hi @simondo

I’m afraid just submitting diagnostics does nothing to prompt anyone to help you - we’re not notified. They’re to be used in an on-going troubleshooting session.

I’ve had a look now however. I can’t see any wired speakers reporting audio dropouts, but I can see that the large group involving Living Room is struggling, which appears to be due to multicast flooding (or looping) on your network. I recommend checking your router’s settings for an option called IGMP Snooping (or Filtering) and turning it on.

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

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simondo

Trending Lyricist I

Thanks for your response, unfortunately it is already turned on.

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BrightBoyIT

Lyricist I

When everything else connects just fine, the one defining detail here is the Sonos firmware. If every set of speakers, including One, One SL, Move, etc. all fail, but every other smart speaker from JBL, Google, Amazon, Yamaha, etc. all connect without issue? What’s left? You guys.

Sonos, you have got to get your firmware up to date (and kept up to date with the latest fixes for wifi vulnerabilities and security standards. I’ve moved most of my clients away from your products already due to the lack of support that Sonos gives to modern wifi security and industry standards.

These same issues occur on most WiFi Gen 6/6e routers, not just Asus. You tell people to upload their diagnostics data then tell them (much) later that you don’t even read them. It’s smoking mirrors, and it’s gotten old. If you want business and consumer customers, you’re going to have to figure this out. Because even the cheap Chinese knockoffs on AliExpress are killing you in this very detail.

Just my 2 cents, prove me wrong.

Ken_Griffiths

When everything else connects just fine, the one defining detail here is the Sonos firmware. If every set of speakers, including One, One SL, Move, etc. all fail, but every other smart speaker from JBL, Google, Amazon, Yamaha, etc. all connect without issue? What’s left? You guys.

Sonos, you have got to get your firmware up to date (and kept up to date with the latest fixes for wifi vulnerabilities and security standards. I’ve moved most of my clients away from your products already due to the lack of support that Sonos gives to modern wifi security and industry standards.

These same issues occur on most WiFi Gen 6/6e routers, not just Asus. You tell people to upload their diagnostics data then tell them (much) later that you don’t even read them. It’s smoking mirrors, and it’s gotten old. If you want business and consumer customers, you’re going to have to figure this out. Because even the cheap Chinese knockoffs on AliExpress are killing you in this very detail.

Just my 2 cents, prove me wrong.

It’s often because SSDP Multicasting isn’t quite working correctly on the local network… this (hopefully) explains the issue for you in simple terms:

http://www.steves-internet-guide.com/introduction-multicasting/

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BrightBoyIT

Lyricist I

I agree, but only to a point. 4 years ago, the industry started patching against WiFi authentication vulnerabilities like KRACKS, and started enforcing more than a short list of security keys being used to cycle encryption. Since then, Sonos has been fraught with issues on WiFi drop-offs on Gen 5 and Gen 6, as the devices themselves are completely losing their connections to the network. You can see this in the log files of the router, as it shows the disconnects occur in real time. It has to do with the 4way handshake, and the way the device handles them. If it was just a multicast issue, we wouldn’t be seeing the devices completely disconnect.

When everything else connects just fine, the one defining detail here is the Sonos firmware. If every set of speakers, including One, One SL, Move, etc. all fail, but every other smart speaker from JBL, Google, Amazon, Yamaha, etc. all connect without issue? What’s left? You guys.

Sonos, you have got to get your firmware up to date (and kept up to date with the latest fixes for wifi vulnerabilities and security standards. I’ve moved most of my clients away from your products already due to the lack of support that Sonos gives to modern wifi security and industry standards.

These same issues occur on most WiFi Gen 6/6e routers, not just Asus. You tell people to upload their diagnostics data then tell them (much) later that you don’t even read them. It’s smoking mirrors, and it’s gotten old. If you want business and consumer customers, you’re going to have to figure this out. Because even the cheap Chinese knockoffs on AliExpress are killing you in this very detail.

Just my 2 cents, prove me wrong.

It’s often because SSDP Multicasting isn’t working correctly on the local network… this (hopefully) explains the issue for you in simple terms:

http://www.steves-internet-guide.com/introduction-multicasting/

This exact same thing happened when WiFi Gen 5 (AC) released, and we’re seeing the latest iteration of that occurring now. Sonos forums are absolutely packed with threads based on it.

I maintain my original statement. If all the other manufacturers have gotten this figured out, then Sonos needs to get their proverbial butts in gear to address it as well.

Ken_Griffiths

@BrightBoyIT,

If you’re actually seeing your own Sonos devices disconnecting from your network, then you are perhaps better off posting the issue in an entirely separate thread to this one, which is mostly based around multicasting issues/settings involving the ASUS RT-AX86U. Most here seemed to have resolved there issue.

By posting your issue separately with diagnostic reports, the Staff here maybe able to take a closer look at your own particular setup and perhaps help you to resolve the matter.

Hope that assists and hope that you manage to resolve your connection issues.

M

mrtienpham

Contributor I

Hey All,

Everyone that are still having issues, I called support yesterday and they have been super helpful.

They helped me change something and I’m on the latest version of the firmware and have not had disconnections in the last 24 hrs. I have a RT-AX86U on 3.0.0.4.386_41535

Here is my 2.4GHz settings (I’ll try enable AX mode and Target Time to Wake later on as these were my own changes but I just need some stability right now!):

I don’t the changes I did mean, but I followed this and it worked with the latest firmware.

Could be coincidence, though. I got them all to connect earlier without these changes, but then I moved my wifi and reconnected it differently. I then lost my Sonos one speaker, but maintained two of my Play 1s and Sonos Arc Surround (Arc+2 Play 1s+Subwoofer).

Tried resetting the Sonos One, plugging it through Ethernet and then disconnecting, rebooted everything a million times.

This seemed to work. Thanks!

E

Evielwine

Lyricist II

Hi,

For those who are having issues, just to share that my current router firmware version 3.0.0.4.386_42840 seems to work fine now, I don’t have connectivity issues and my Sonos is working well.

I used to have issues about 4 months ago and recently noticed the change.

Do give it a try and see if it help.

E

eab6287

Contributor II

Has anyone tried the newest version (3.0.0.4.386.44130) yet?

Would be great to be able to confirm if it’s working reliably for Sonos since it seems like the RT-AX86U is very finicky w/ Sonos with certain firmware versions. Currently still all the way back on 3.0.0.4.384_9318 since I know it’s reliable.

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