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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
    chocobo4eva
    Lyricist I
    February 3, 2018
    i have submitted a diagnostic report, 8447538 . i would be grateful if i could egt some much need assistance
      Green George
      Contributor I
      February 5, 2018
      I keep losing all my rooms (Kitchen / Living Room / Living Room 2) from the controllers and keep having this problem. I have changed channel without apparent success and have now submitted a diagnostics report: 8456585 and hope someone at SONOS can have a look and let me know what the issue is, please?
      anhe03ab
      Lyricist I
      February 12, 2018
      Hi, my Spotify music keeps dropping out on various speakers. Some keeps playing and then come back and then it is the orher speakers dropping out. It is really annoying. I have manually set my wifi channel to 11 and Sonos channel to one.

      Diagnostics report: 8485310
      tech trainer
      Contributor I
      February 12, 2018
      Does anyone from Sono's actually reply to these? Or is this a way for people to vent about our issues and get zero resolution?? Let's get it together Sonos!! NO
      tech trainer
      Contributor I
      February 12, 2018
      I think the only person from Sonos that reads the threads are the mailroom help
      Airgetlam
      Airgetlam
      February 13, 2018
      Where as I, over the last several years, have seen a significant number of people who are identified as Sonos employees help a large number of people, even when being ridiculed by the customer. It would be nice if there were an infinite amount of employees, who could answer each and every post within 10 minutes of it existing, or answer every phone call on the first ring, but if that were to be the case, I suspect the cost of each speaker would triple or more.

      The lead forum moderator, Ryan S, has stated several times that they read each and every post. But it's not possible for them to reply to each one, I suspect. And they probably aren't able to read each one within 10 minutes of it being posted, either, since they have to work with folks who are having issues. It's easy for me to sit here at my computer and type a reply in a minute, and then move on to the next one, but I suspect they have to read a post, go do research on the issue, look and interpret the diagnostic that's included, and then figure out how to either fix the issue, or pass it along to what i presume would be the product manager for the software, who then has to figure out how to prioritize the issue for the developers, based not only on how many folks are posting about it here, but also where it can fit in to the other agendas that they have designated from management on new features. Then, once the code has been "fixed", it needs to be tested internally (I assume) and then sent out to a beta group of non-Sonos users (I assume), and tested. Once it tests out correctly, along with all the other features that are in that particular beta set, it probably then gets scheduled for release to us.
      Bruce
      Antoni Deighton
      Lyricist I
      February 20, 2018

      RE: Diagnostic confirmation number: 753739807



      My SONOS system has recently started experiencing the problems listed here after being solid for the last ten or more years.

      Setup

      My system consists of eight units, including a Play:1 permanently connected/wired to my Netgear router. I access my music library contained on a Synology DS916+ also wired to the router. The path to the music library is:
      code:
      \\Synology\music\iTunes\iTunes Media\music


      Problem

      A few weeks ago my router stopped working and needed a firmware update. After updating the router, it came back online, but I've since had trouble with music cutting out every 3–8 songs.

      When the music cuts out, I can sometimes move to the next track and start playing again. Usually I need to clear the playlist, and reload it. Sometimes I need to remove the path to the music library completely and reenter and sync it.

      Attempts to resolve

      I've followed the instructions recommended in this thread and the other support posts:

      1. SONOS is now running on Channel 11;
      2. The 2.4 gHz wireless network is now running on Channel 1;
      3. The wired Play:1 and the router are about 30 inches apart;
      4. I've moved a Canary house monitoring camera 24 inches away from the Play:3 in the dining room;
      5. The Play:1 on my desk is 30 inches away from the cordless telephone cradle;

      I can't find anything else that may be causing wireless interference, but tracks are still cutting out. When it does, I usually get a popup window saying that either the music library, or the music file itself cannot be found. When attempting to update my music library again just now, the following popup appeared:

      '//Synology/music/iTunes/iTunes Media/Music' is no longer available. The device where the music files are stored may not be powered on, or the path may have changed.
      Go to Manage > Music Library Settings to check the path name.




      I really want to get my SONOS system rock solid again, so that I can load a playlist at my desk in the morning and not have to think about it as I work all day! Right now I seem to be wasting too much time getting music to play, and have even resorted to playing music through iTunes and my computer speakers.

      Any recommendations?

      Edited: to include image of popup message
      Harry Köhler
      Contributor I
      March 2, 2018
      The issue is not channel noise or interference. Already tried many many times. Please launch repair update asap!!
      lynnj
      Contributor I
      March 3, 2018
      There's definitely a software issue here.

      My 8 zone system - using ZP100's has been running without any problems for at least 5 years. In the last week, we've had one zone entirely disappear and need "fixing" from the app. Now we've had another ZP100 cutting out intermittently, loosing connection (orange light flashing), and has now decided to only play in mono (easy to confirm since we swapped speakers round to check).

      This particular ZP100 is within 30 cm of another two which are still working absolutely fine, so I'm not convinced its anything to do with interference. Likewise, I've rebooted the router, and there are definitely no IP conflicts.

      What on earth is going on here ? Please fix this asap.
      Airgetlam
      Airgetlam
      March 4, 2018
      Were the ZPs unplugged when you rebooted the router? If not, there is a good chance that it may not have cleared any duplicate IP addresses.

      And 30cm is pretty close, so it could be Wi-Fi interference between the two of them. Not guaranteed, though.
      Bruce
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