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cutting in and out - but only on Amazon UNLESS I ask Alexa to play the same thing!

Forum|Forum|5 years ago
September 23, 2021
41 replies
2526 views

Hi there, I’ve got 6 SONOS devices in the house, all work perfectly at the same time or individually. However, over the last week or so I’ve noticed if I choose an album or playlist on the SONOS app via Amazon Music then almost all the speakers skip, hang, stutter or delay in playing the song.

So as a 3rd line IT engineer with 21 years experience I started looking at the obvious. Router, dup IP’s, Wi-Fi interference etc and couldn't fix the issue. However I’ve discovered that if I ask Alexa to play the same album or playlist the issue never happens. It also wont happen if I use SONOS radio, TuneIn Radio or BBC Sounds etc

For example, I can open the SONOS app and search for Fleetwood Mac Best Of. I find the album and press play. All the speakers start skipping and juddering, some don't play at all for 30 seconds and then start cutting in and out. If I press stop and then say “Alexa….. play Fleetwood Mac Best Of” - Alexa will find the same Album on the only streaming service I have (Amazon Music) and play it without fault.

I’ve repeated the procedure 50 times and its consistent.

Any ideas or advice?

I have submitted a diagnostic - the number is 538115433

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Best answer by Richard_51

I’m having exactly the same problem, starting in the last couple of days.

If I play any music source, internet or from a local NAS system, playback is flawless, across my entire setup of 4x Play1, 1x Connect, 1x Connect Amp, 1x Play5. As soon as I play anything from Amazon music via the Sonos S1 App, I have this major stuttering and skipping issue. I don’t use Alexa, so can’t test this aspect.

My Connect and Connect Amp are wired. All other units are on wifi, rather than SonosNet.

Picking up from James L. from Sonos, I have tested my set up a number of times each with a different unit as the “group coordinator”. My findings are:

Any one unit on its own, plays absolutely fine.
My Connect or Connect Amp (both wired) as GC, very occasional skipping issues. Barely noticeable, but still present.
My Play5, wireless, as GC occasional skipping, slightly worse than Connects above.
My Play1s, wireless, any of them as GC, major skipping issues.
My Play 1s are distributed all around the house, but wifi signal strength is excellent. The most used Play 1, the issue with which prompted this post, is in my kitchen, which is 20 feet across an open plan space from my wired-in Connect Amp. Like the OP, I’m an IT Engineer. I’m sure some improvements could be made to my setup, but overall wifi performance and sonos performance around my property is excellent. It’s not an internet speed issue, I’m on 300Mbit FTTP with 18ms ping.

Show previous replies

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Spence189

Contributor I

Hi,

just to add some weight to this I also have exactly the same issue. I have a speaker group that's always worked without issues. The past week or 2 Amazon music stops randomly and stutters most of the time making it unusable. I've tested most of the steps mentioned already and nothing other than removing the Speaker group.

I'm a UK Amazon Music HD customer just incase that is part of the issue.

I get the issue regardless of starting from Alexa or the Sonos app.

Streaming is working on all other devices without issues including phone, laptop and various echo devices.

J

jamescodefourAuthor

Trending Lyricist I

@Richard_51 are you a UK Amazon HD user too? I am….

I have changed my streaming preferences on the Amazon App to stream “standard” def bu the issue persists, However I wonder if this is taken into consideration when using the SONOS app?

S

Spence189

Contributor I

So I just altered my Sonos compression settings to compressed and the stuttering seems to have gone, at least temporarily.

Can be found under settings, audio compression. After that I switched back to uncompressed and it's still working.… I was originally on automatic.

Very confused.

J

jamescodefourAuthor

Trending Lyricist I

Just tried that but no difference for me, still stutter on the PLay1’s only and only when selecting music from Amazon

J

John B

Compression settings only affect music played through an analog line in. This setting is irrelevant to this problem.

J

John B

@Richard_51 are you a UK Amazon HD user too? I am….

I have changed my streaming preferences on the Amazon App to stream “standard” def bu the issue persists, However I wonder if this is taken into consideration when using the SONOS app?

I am not totally sure but I think not.

Do you experience the skipping problem if you play to Sonos using the Amazon Music app rather than the Sonos app?

J

jamescodefourAuthor

Trending Lyricist I

@Richard_51 are you a UK Amazon HD user too? I am….

I have changed my streaming preferences on the Amazon App to stream “standard” def bu the issue persists, However I wonder if this is taken into consideration when using the SONOS app?

I am not totally sure but I think not.

Do you experience the skipping problem if you play to Sonos using the Amazon Music app rather than the Sonos app?

Thanks John, but the Amazon app only allows you to send music to one speaker at a time, not multiple.

J

John B

Then group the other speakers.

J

jamescodefourAuthor

Trending Lyricist I

Then group the other speakers.

how is this done, I can’t see how within the Amazon Music app

S