Sonos Employee

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

Forum|Forum|9 years ago
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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Show previous replies

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lynnj

Contributor I

Hi Bruce, Great call. Switched off everything. Bought up router, then the ZP100. Its now streaming without stopping, which is great. Now I just need to find out why only one of the speaker outputs is working.

M

Momameah

Contributor II

we have submitted diagnostics several times for our system and seem no further ahead.

when a diagnostic log is submitted, how many prior hours/days or logged events do it includes presuming you apply some form of log pruning. the reason for asking is because if I submitted each time it happens, that could be easily be multiple times in a day. Hence, if I submit once in the day, would it potentially include other recent events etc. for example, what was in (confirmation # 2117497816.)

either way, seem to be no further ahead in determining if this is a h/w or s/w issue in the sonos device.

Airgetlam

If you don’t post in the forums, or call in to Sonos and tell them the diagnostic number, I doubt that anyone would look at the data. Since there is no text field included, it’s unlikely that they know what they are looking for. I’d recommend calling in with the diagnostic number after submitting it, and open a dialog, so they know what to look for.

Bruce

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Lucian Pearce

Lyricist II

Ever since the last update my Play:1 devices just stop playing randomly. Doesn't matter which source I'm listening to, Apple Music, Tune In, Amazon, etc. I've had no other issues or changes in my wifi network. The controller apps on my iPhone, Android phone, and PC also occasionally disconnect and can't find my devices when I've never had any problems before. I've checked the wifi channels I'm using and I'm on clear channels with very little interference. I've submitted diagnostics with confirmation number 7780334.

I have similar issues since the last update, latest music was playing I moved a song in the queue on Windows App then it stopped playing and when the speakers came back they were all ungrouped diagnostic confirmation number 2045869316.

Edward R

Retired Sonos Staff

Hi, Lucian. I would recommend changing the Sonosnet channel to 11. I can see that you have a wireless access point in close proximity to (or in) your home broadcasting on the same wireless channel as Sonos. Please try this and let us know how it goes.

Try searching our articles for help with your question: https://www.sonos.com/en/support

J

JohnS303

Contributor I

Same issues, after flawless play for months I’m not getting constant track skips when in group mode

Case - 1012696154

Can you someone look into it

Edward R

Retired Sonos Staff

Same issues, after flawless play for months I’m not getting constant track skips when in group mode

Case - 1012696154

Can you someone look into it

Hi there, welcome to the community. It looks like you are using multiple access points which can mean that your devices are switching from one access point to another. Devices operating on different access points are prone to grouping issues. Even when on the same access point, your devices are being subjected to wireless interference due to the fact that your guest network is generating interference as well.

Please see below:

Guest networks with antennae operating on the same frequency as your main network can generate "noise" which disrupts data from being transmitted to the main network.

This may have worked well for quite some time, however, configuration issues can emerge at any moment on an incompatible setup. If you have configured your access points, a firmware update to them may have removed these settings. I would recommend looking at this article relating to compatibility, and this one concerning Boost vs. wireless setups. Please let us know if you have any further questions.

Try searching our articles for help with your question: https://www.sonos.com/en/support

D

ddemaria

Contributor I

I have a new Sonos Playbar (hardwired into router with Ethernet cable) as well as a Sonos Sub (on WiFi). When I did the initial setup everything seemed to work fine, however after a few days I noticed not much sound coming from the Sub. I did the Audio Recalibration and realized my Sub was outputting nothing in the test. I removed the Sub and re-added it to the room successful, but again no sound from the Sub during the audio setup test. I tested changing the wireless channel as well as doing a full reset of my router. I have run a diagnostic (confirmation number 728486372). Any help please? Thanks.

B

BishDish

Lyricist I

I have been experiencing this problem for months and it is an all-consuming blight on my listening experience. Even when I manage to get a song to play, it invariably switches to a completely different one seemingly at random within a minute. I have tried switching to channels 6 and 11 with no avail. I stream from Spotify and constantly see the pop-up saying the connection to Spotify was lost. One way to resolve this issue would be to allow us so stream locally cached Spotify files from phone or laptop, rather than always have to stream over the internet. Perhaps we can hope for this with AirPlay?

Diagnostic code is 579487317. Would be grateful if someone could take a look.

Edward R

Retired Sonos Staff

I have a new Sonos Playbar (hardwired into router with Ethernet cable) as well as a Sonos Sub (on WiFi). When I did the initial setup everything seemed to work fine, however after a few days I noticed not much sound coming from the Sub. I did the Audio Recalibration and realized my Sub was outputting nothing in the test. I removed the Sub and re-added it to the room successful, but again no sound from the Sub during the audio setup test. I tested changing the wireless channel as well as doing a full reset of my router. I have run a diagnostic (confirmation number 728486372). Any help please? Thanks.

Hi there, thanks for getting in touch. It appears that there may be a fault with your SUB. Please contact our support team via telephone, they will be able to conduct some further tests with you. Many thanks.

Try searching our articles for help with your question: https://www.sonos.com/en/support

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