Answered

Connect Amp keeps dropping out audio

Forum|Forum|3 years ago
September 19, 2023
105 replies
15459 views

Hi I have 4 Connect Amps that have been working fine for some years but just recently they are dropping the Audio for a few seconds which is very annoying. I have spoken to Sonos Support on a few occasions and done everything they have suggested to fix this which they say is WiFi Interference such as switching channels etc but still have problems. This happens on any music source but I have noticed when the speakers go silent the sound levels are still going up and down on the app as if its playing the audio in other words not muted, not sure if this helps identify the problem. I am getting to the point now where soon these will be removed as they just aren't worth the hassle. I have seen a few threads where people have had the same problem but the only answers I have seen are contact Sonos Support.

Has anyone had this problem and got a viable solution??????

Some posts suggest an issue with S2 being introduced so does anyone know if this is a problem??

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Best answer by Ken_Griffiths

So far I have tried as suggested by Sonos to give the 5GHz Wifi a different name, turned off auto on 2.4GHz channels so I can force it to be 1, 6 or 11, I haven't tried setting to 20Mhz so will give this a try.

Btw Ken can you give me more advice re your comment “give Sonnet a shot”? I did originally have one C:A hard wired to my switch with ethernet cable and then daisy chained the other 3 C:A’s but this didnt help, do you think it would be better for each C:A to be hard wired to the switch?

SonosNet is where one device is wired to the router (but positioned at least one metre away) - that allows Sonos to use its own in-built wireless mesh signal… so all your other Amps connect back to the wired device either directly or indirectly. If doing that, it’s best to do two further things…

Set the SonosNet channel in the App’s network settings so it is at least 5 channels away from your chosen 2.4Ghz router channel, which should in turn be on fixed channel 1, 6 or 11 and ideally set at 20Mhz channel-width (if the router allows).
Remove the router WiFi SSID from the Sonos App network settings as the local WiFi signal is no longer used and that will stop the Amps trying to hop onto your WiFi signal.

All that said however, the fact you now have the option to wire all to a switch - it makes sense to go with that option instead and you could even choose to switch off the Amps WiFi adapters in the Sonos App to reduce the potential for network loops/storms, but if they do work fine with the WiFi adapters enabled, then I would just leave them - that’s a matter for yourself.

Here are some links that may assist too…

Show previous replies

G

Gerald Harmon

Trending Lyricist I

believe new update just dropped that appears to address this. YMMV.

S

SteveWelham

Trending Lyricist I

Sounds like the memory issue with older kit eg Connect:Amps, described in other threads, eg here..

Would be good if the new update does finally fix it. Time will tell.

A

Adam Clayton

Lyricist III

believe new update just dropped that appears to address this. YMMV.

Can I ask where you got the information from that it addresses this issue? I applied an update last week that unfortunately hasn’t improved anything. Thanks.
Adam

A

Anonymous

Still at version 15.11 here in the UK which dropped in December. No other updates available this side of the pond!

Andrew

Ken_Griffiths

Still at version 15.11 here in the UK which dropped in December. No other updates available this side of the pond!

Andrew

That’s what I see too… no update here in the UK so far.

A

Adam Clayton

Lyricist III

Still at version 15.11 here in the UK which dropped in December. No other updates available this side of the pond!

Andrew

That’s what I see too… no update here in the UK so far.

That’ correct but Sonos do issue further builds under the main update the most recent was last Wednesday I believe when mine went from version 76.2-47270 up to v.76.2-49050, this is what I was asking on my original comment, if anyone knew if the release notes are published for these ‘sub’ updates?

Ken_Griffiths

That’ correct but Sonos do issue further builds under the main update the most recent was last Wednesday I believe when mine went from version 76.2-47270 up to v.76.2-49050, this is what I was asking on my original comment, if anyone knew if the release notes are published for these ‘sub’ updates?

No I’ve not seen anything, so sorry can’t help.

K

Kumar

Unedited Sonos Staff words today in another thread on this subject:

we're close to releasing an update that fixes certain conditions with older players. I still recommend that you do not get your hopes up, however, as things will still likely vary on a device-by-device basis.

A

Adam Clayton

Lyricist III

Well, I updated to 16.0 last night and still the same issues, not sure if that was supposed to be the fix as there was nothing in the release note. Guess we’ll just have to wait.

P

Pereljon

Lyricist I

I’ve been having the same issue with my Connects (series C100, hardware 1.17.5.5-1.1). All are wired (WiFi turned off on all of them), and have DHCP reservations. Factory reset doesn’t help. Rebooting them helps for a while, then the issue returns. Running the latest 16.0 software.

I hate to have upgrade the hardware just because Sonos borked the firmware.

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