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

K

Kumar

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.

Sonos may as well save some money and replace all the moderators by AI Bots, in that case; in any event the large majority of solutions here are given by Sonos users.

In this case, the moderator probably went out on a limb and said, a couple of months ago, that this issue is getting the “highest priority” in Sonos just now. For what that is worth, then.

A

Anonymous

Airgetlam , I do fully acknowledge Sonos’s policy around announcements. And I do understand it — things that go on internally and not for public consumption.

however their last update on these issues was prior to v16, when they said something like (and I’m paraphrasing here), they could make no promises on the efficacy on any forthcoming updates.

We’ve now had v16 and v16.1 and they don’t appear to be working. So I think the time is due for a further update; ie are they still working on it, or is a viable fix not now possible? Do we stick with the old gear in the hope of a fix or do we look at other solutions ? I have 4 rooms that don’t work as they should and that is a hard pill to swallow without some acknowledgment from Sonos.

regards

Andrew S

J

Jacko-nor

Lyricist I

My device only works for less than 24 hours after power down. It is quite annoying to power down every time before you want to turn the Music on. The Connect amp has also become slower and slower through the app. Next upgrade will be Bose or Bluesound. Sonos seems to be a product of low quality, which might be the case also for bluesound, were Bose has been on the semi high end for years.

controlav

Lead Maestro

My device only works for less than 24 hours after power down. It is quite annoying to power down every time before you want to turn the Music on. The Connect amp has also become slower and slower through the app. Next upgrade will be Bose or Bluesound. Sonos seems to be a product of low quality, which might be the case also for bluesound, were Bose has been on the semi high end for years.

You realize you are complaining about a device that is least a decade old? Good luck finding a 10-yr old Bose or Bluesound device that still has any software support. And please, don’t call Bose semi-high end (except maybe for their headphones).

Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.

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Anonymous

My device only works for less than 24 hours after power down. It is quite annoying to power down every time before you want to turn the Music on. The Connect amp has also become slower and slower through the app. Next upgrade will be Bose or Bluesound. Sonos seems to be a product of low quality, which might be the case also for bluesound, were Bose has been on the semi high end for years.

You realize you are complaining about a device that is least a decade old? Good luck finding a 10-yr old Bose or Bluesound device that still has any software support. And please, don’t call Bose semi-high end (except maybe for their headphones).

I don’t think that in this case the age is the point. I had 6 S2 devices that I’d call ‘prior’ generation devices, all bought new and less than 10yrs ago (3 x Connect:amps, 2 x play:1’s and a Connect) that all broke with the update pushed out late last year. That is over £2000 pounds worth. It is not ‘supporting’ these devices if the update renders them unable to stream. I’ve mentioned it before, I have a £25 Echo Dot that is a more reliable streamer. I think there is a genuine cause for grievance here, after all Sonos could have twilighted these earlier gen devices on the release of S2 but they didn’t. I’m already in the process of replacing what I have and so far I’ve paid over £1000 already. To replace the remaining prior gen devices will set me back about another £1800. Do I feel aggrieved , heck yeah I do. Wouldn’t you ?

andrew s

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Adam Clayton

Lyricist III

My device only works for less than 24 hours after power down. It is quite annoying to power down every time before you want to turn the Music on. The Connect amp has also become slower and slower through the app. Next upgrade will be Bose or Bluesound. Sonos seems to be a product of low quality, which might be the case also for bluesound, were Bose has been on the semi high end for years.

You realize you are complaining about a device that is least a decade old? Good luck finding a 10-yr old Bose or Bluesound device that still has any software support. And please, don’t call Bose semi-high end (except maybe for their headphones).

Not really the point is it, I have 3 CA’s that all started playing up last year, this is obviously software related and not down to the kit itself for them all to develop the same fault at the same time. I am currently going round in circles with tech support whilst they are trying to pick a fault with everything other than their kit, I have implemented every change they have suggested but still the only thing that cures the issue in the short term is a hard reset / power down. Clutching at straws springs to mind, as the don’t want to admit they have effectively bricked 100’s if not 1000’s of units that are officially still supported by them.

106rallye

I bought my S2 Connect that is suffering from this in 2019….

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Adam Clayton

Lyricist III

I bought my S2 Connect that is suffering from this in 2019….

Exactly it shouldn’t matter when they were bought they are still supported and they have clearly caused this and it needs to be sorted.

J

Jacko-nor

Lyricist I

The Bose products i have dont need software support for 10 years, they just keep working, which dosent seem to be the case for sonos. If you have a product that continuously need to be tweeked and updated to work then thats not a product for me. I want a finished product.

I truly regret spending money on sonos thinking that this would last a bit longer than the warranty, when there were other brands with the same functions.

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AndyDickerson

Contributor I

Coming late to this discussion, I've run S1 app without ever upgrading to S2 as I have an older connect. I've a mesh WiFi running and it's definitely the connect that's the issue, no other issues with a selection of play ones, a play 3 and playbar. 30% discount to me isn't acceptable as it's a design issue on the connect and if it's memory related the S1 app/software should reflect this. All I want is access to Plex, Sonos radio and a podcast app. Sonos should fix this as it was never an issue previously.

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