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Connect Amp keeps dropping out audio

Forum|Forum|3 years ago
September 19, 2023
105 replies
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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…

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buzz

Grand Maestro

I think that it could prevent a lot of ill will if there was a memory check utility that would end speculation. This could be standalone or part of an S2 upgrade. SONOS support could quickly run the utility and save a lot of time on the phone.

S

sakendrick

Avid Contributor I

Add me to the list of haiving the same issues with connect and connect:amp starting last year. Following...

S

sakendrick

Avid Contributor I

Has anyone back tracked to S1 and did it resolve the issues?

Bumper

Has anyone back tracked to S1 and did it resolve the issues?

Hopefully this link works, if it’s not to the direct post if you read through the thread there is at least one

( @ANOpax ) owner posting s1 resolved it

K

Kumar

Has anyone back tracked to S1 and did it resolve the issues?

Yes, the referred link has the experience of one user that got out of this mess via a rollback to S1.

I never moved to S2, but after reading about this mess, I have stopped updates within S1 as well. I am fine with old CPUs/memory cards, because new ones needed to carry the load of ever bloating software do zilch for the sound quality or the user experience, in my view.

I do not think that Sonos messed around with older devices as a tactic to boost sales, but they certainly messed them up and are now being very tardy in fixing things - or even admitting to these units not being fixable because that may then mean a financial liability of offering free replacements.

But for those who can do without S2, there is a workaround that seems to be robust.

K

Kumar

There is also a simple workaround in S2: set up line in for autoplay on each Connect Amp, and then use the cheapest Echo device you find that has a line out socket, wired via RCA to each Connect Amp. You are then free of S2, and the Connect Amp becomes a dumb servant of the Echo. And if you group Echos together, you can get all Connect Amps to play the same music in perfect sync as well.

PS: If you can find older Echo Show units that have an audio out jack - the latest models don't have these - you will even get a free bonus of being able to see album art of what is playing.

The major miss here is that this solution will not give you access to music on a local NAS.

S

sakendrick

Avid Contributor I

sure but I’m already using my line in for my turntable…

K

Kumar

That is a minor issue, solved by a input switch between the source devices and the Sonos line in jack.

A

Anonymous

I’ve posted this elsewhere but it’s more relevant to this topic.

i now have 3 Connect:Amps and my Connect all suffering from stuttering and drop-outs.

this is not a network issue as all my modern Sonos Amps work just fine. This is too much of a coincidence to believe these are all suffering failing memory around the same time. Plus, a reboot solves the issue, albeit temporarily suggesting a memory leak or other firmware bug.

This all started with a firmware (v15.x?) push last year and Sonos have been too evasive on causes, other than hinting at faulty hardware, and trying to avoid blame. Sorry Sonos — this isn’t good enough — this is a problem of your making, and a solution is needed. Can we have some answers, please ?

Sndrew S

Airgetlam

I think you’ve seen all you’re going to from Sonos. They’ve seen the issue, and are working on it. The forum moderators aren’t allowed to give any more information, and likely don’t know any more information. They seem to find out what is in a new software release at the same time we do. If you couldperhaps get into a beta, and that particular beta was working on that issue, you might have advance knowledge…but then would be beholden to the NDA not to discuss what you know. And that’s even if there was a beta that involved that particular bug.

There isn’t much we can do, beyond sending them diagnostics, and calling in to make sure they are passed on to the engineers to look at. We have to wait, beyond that, to even see if it is fixable. Since we don’t know the true nature of the issue, we can only make assumptions. Sonos’ policies won’t allow them to tell us.

From personal experience with bugs in video games, they’re both hard to figure out, and resolve. Being able to include our customers in that process was impossible, and we would patch our game just as soon as we could, without notification time. Our forum moderators were never aware, from moment to moment, where the issue’s status was, and consequently were instructed not to discuss it…especially timing of any potential fixes. We often ‘fixed’ bugs on one engineers machine, but it wouldn’t stand the test across the QA machines, so any timing discussion would have been premature.

It is frustrating, certainly, but there isn’t much we can do, as customers, beyond provide Sonos hard data so that they can reproduce the issue, and hope for a quick fix.

Bruce

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