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Max P
Sonos Employee
Aug 17, 2017 9:30 AM UTC

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



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

Chris
Lead Maestro
Dec 20, 2017 9:03 PM UTC
your system is completely messed up. Fist I would think there is something wrong with your bridge device. Try rebooting it. If system doesn’t adjust to wm:0 on playbar then try plugging in playbar or another speaker to router and see if they adjust.

Sorry yea the play 5 if they are setup for surround say wm:2 because they are connecting direct to playbar bonded. They should say 2. But playbar should say 1.

How far from bridge to playbar?
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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)
Trending Lyricist I
Dec 20, 2017 9:05 PM UTC
Wow your system is completely messed up. Fist I would think there is something wrong with your bridge device. Try rebooting it. If system doesn’t adjust to wm:0 on playbar then try plugging in playbar or another speaker to router and see if they adjust.

Sorry yea the play 5 if they are setup for surround say wm:2 because they are connecting direct to playbar bonded. They should say 2. But playbar should say 1.
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Trending Lyricist I
Dec 20, 2017 9:07 PM UTC
Thanks, I have rebooted everything but I will try your suggestion of attaching another speaker to the router. I might try resetting all the speakers as well and setting them up again
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Chris
Lead Maestro
Dec 20, 2017 9:09 PM UTC
No. Do not reset speakers and re-setup. Bad idea.
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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)
Trending Lyricist I
Dec 20, 2017 9:22 PM UTC
Thanks for your help, I swapped the speaker that was connected to the router and they are now all connected on wm:0, hopefully that will help with the connection issues and songs skipping
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Chris
Lead Maestro
Dec 20, 2017 9:27 PM UTC
With the rest working you can try to do a hard reset on the bridge. Then add it back in the app. Then when added back you can hook it up
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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)
Contributor I
Dec 21, 2017 10:08 PM UTC
Running 3 Play 1's and one Play 3 through a Bridge, on the SonosNet, not WiFi. Everything has been running fine for months. Today tried to add a track to my play queue and started getting Error 1002's. Started messing with the controller, trying to add tracks from Spotify and two of the Play 1's and the Play 3 dropped out completely.
Unplugged everything, rebooted my router and modem and then slowly plugged everything back in. They all (very) slowly reconnected to the network except one of the Play 1's, which is furthest from the Bridge. Got the other 3 speakers working fine, it let me add tracks, etc. Moved the dead Play 1 closer to the Bridge and re-added it to the network. It worked, then it had me link it to my Sonos account, which worked, then I added it to my Group of speakers which were playing music. It joined in playing music.
Tried to add another track to my queue and got Error 1002 again. Tried to remove the offending Play 1 from the group, but it wouldn't let me, just timed out. Eventually it dropped out, then shortly after the other three dropped out.

Any ideas? Diagnostics #8254741
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Contributor I
Dec 22, 2017 12:25 AM UTC
We live in the country, have 1 wireless access point, wireless scan show everything in 2.4 and 5GHz running on primary channels, and sonos amps are hardwired in.

Pandora stops randomly. Need new troubleshooting steps or the player to be smart enough to fix itself as wireless is not the issue.
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Lyricist I
Dec 23, 2017 12:00 AM UTC
With the latest update, we have been more than randomly We live in the country, have 1 wireless access point, wireless scan show everything in 2.4 and 5GHz running on primary channels, and sonos amps are hardwired in.

Pandora stops randomly. Need new troubleshooting steps or the player to be smart enough to fix itself as wireless is not the issue.


We are having the same issue here with the latest Sonos update with Pandora. We have had it stop playing so far 4-5 times in the last 2 hours.
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Airgetlam
Dec 23, 2017 4:10 AM UTC
You may want to read this thread:

https://en.community.sonos.com/announcements-228985/outage-pandora-stops-playing-on-sonos-6796005
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Bruce