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Max P
Max P
Sonos Employee
August 17, 2017

Is your music cutting out? Or are your players disappearing from the app?

  • August 17, 2017
  • 385 replies
  • 64823 views



Hi all,

If you’re experiencing any of the above, or your app is sluggish, then your Sonos set up may be suffering from “wireless interference”. In the video, you will see how to fix this annoying issue, and get back to listening to your favorite tunes, uninterrupted.



Feel free to let us know how to get along with the video. If you need any further assistance, we’re ready to help! :D

Please note that we also have a support article explaining how to change the wireless channel here: https://support.sonos.com/s/article/1219

Still having problems? Grab a diagnostic and add it to your reply.

Sonos Controller App for iOS or Android
From the Sonos music menu, touch Settings > Advanced Settings menu > Submit Diagnostics.

Sonos Desktop Controller App for Mac or PC
Select Submit Diagnostics from the Help menu.
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    385 replies

    Show previous replies
    jgatie
    jgatie
    December 18, 2017
    In almost 10 years of helping out here, I can count on one hand the number of times a properly executed IP refresh did not cure what people insist is an "update problem". But hey, I tried. :8
      p_gowland
      Trending Lyricist I
      December 18, 2017
      I have cutting out problems, songs rarely get to the end before skipping to the next. My system should be using the mesh network but is reporting it is using wm0, wm1 and wm2 wifi modes. Submitted diagnostic 8238201. It used to work quite well but songs are constantly skipping before they get to the end
      Cfullertx
      Lyricist I
      December 18, 2017
      Need help with a diagnostic. Thanks! DIAG: 8232915
      pluypaert
      Lyricist I
      December 19, 2017
      Hello,
      I have multiple Sonos devices. Everything was working fine up until a few months ago. The last few months I'm experiencing frequent drop outs, my players disappearing from the app, the controller being unresponsive and unable to find rooms. I have tried everything suggested on the forum but the problem keeps on coming back. My Sonos system is extremely unreliable and i'm becoming slightly frustrated. Ant advice or help would be appreciated. DIAG: 8239752 Thanks in advance.
        thisismattuk
        Lyricist I
        December 20, 2017
        Hi there

        Out of two speakers we have, one is always visible in the app, the other drops out/comes back/repeat.

        I've switched off the offending speaker, reconnected it, etc.

        Diagnostics sent - 8245950.
        Chris
        Chris
        Lead Maestro
        December 20, 2017
        IP Address conflict.

        Best is to first go in and assign all your Sonos and other important network devices new IP addresses reserved in your router if you are able / know how to.

        After you have done that / or if you don't know how - next shut off as many network devices as you can so as to close out the offending device that is incorrectly holding on to an ip address. Once as many network devices turned off reboot router. Turn back on network devices so they all get new fresh ip addresses.

        This should solve your problems and even eliminate others you haven't noticed because of the issue.
        Respect the Queue (2)Move (3)Beam (1) Era100 (2)ARC (1)SonosOne (1)Playbar (4)Play5 (4)Play1 (3)Play3 (1)Port (2)Connect (1) Roam (2) Ace (1)Connect:Amp (4)Sonos Amp (1)Sub + (9) Echo + Smartthings; (2)Play)
        p_gowland
        Trending Lyricist I
        December 20, 2017
        I have cutting out problems, songs rarely get to the end before skipping to the next. My system should be using the mesh network but is reporting it is using wm0, wm1 and wm2 wifi modes. Submitted diagnostic 8238201. It used to work quite well but songs are constantly skipping before they get to the end
        Chris
        Chris
        Lead Maestro
        December 20, 2017
        All your units in about my Sonos under settings should say wm:0 or wm:1. Which is it. And there is no wm:2
        Respect the Queue (2)Move (3)Beam (1) Era100 (2)ARC (1)SonosOne (1)Playbar (4)Play5 (4)Play1 (3)Play3 (1)Port (2)Connect (1) Roam (2) Ace (1)Connect:Amp (4)Sonos Amp (1)Sub + (9) Echo + Smartthings; (2)Play)
        p_gowland
        Trending Lyricist I
        December 20, 2017
        All your units in about my Sonos under settings should say wm:0 or wm:1. Which is it. And there is no wm:2
        p_gowland
        Trending Lyricist I
        December 20, 2017
        According to the “about my Sonos system” screen in the app 2 speakers are on “wm:2” 3 of them are on “wm:1” and the speaker that is connected via cable to the router is on “wm:0”. So according to the app there is a wm:2, screenshot attached
        Show more replies
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