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

Edward R

Retired Sonos Staff

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.

Hi, BishDish. Your Homespot and printer appear to be generating WiFi interference which is knocking your system out of kilter. Can you try disabling these as a test, then let me know how it works from there?

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

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.

Hi, BishDish. Your Homespot and printer appear to be generating WiFi interference which is knocking your system out of kilter. Can you try disabling these as a test, then let me know how it works from there?

Thanks for the response. A bit perplexed as I don’t own a printer, but the homespot is unfortunately mandated by my ISP and I’m not sure if it can be turned off. I’ll try.

B

Brian_134

Lyricist III

Folks i am having the same problem as some people above. My Play 1 & 5 are cutting out only when in group mode. Can you review my diagnostic please - 161428641 - Its very frustrating.

Jeff S

Retired Sonos Staff

Folks i am having the same problem as some people above. My Play 1 & 5 are cutting out only when in group mode. Can you review my diagnostic please - 161428641 - Its very frustrating.

Hi Brian_134,

Your Sonos speakers are losing connection to your wireless network from time to time. This is likely due to wireless interference. It looks like there are a couple wireless networks in range running on the same wireless channel as your router. This is making it hard for your speakers to keep the music streams going and can likely be fixed by changing your router's wireless channel to 1 or 6, which are less crowded.

Help others find useful content by clicking the like button and selecting the best answer to your question.

B

Brian_134

Lyricist III

Folks i am having the same problem as some people above. My Play 1 & 5 are cutting out only when in group mode. Can you review my diagnostic please - 161428641 - Its very frustrating.

Hi Brian_134,

Your Sonos speakers are losing connection to your wireless network from time to time. This is likely due to wireless interference. It looks like there are a couple wireless networks in range running on the same wireless channel as your router. This is making it hard for your speakers to keep the music streams going and can likely be fixed by changing your router's wireless channel to 1 or 6, which are less crowded.

Thanks Jeff, i'll monitor the networks in my area to see what channel they are broadcasting on and adjust as needed.

Some questions though, why is the sound only dropping in group mode? Surely the sound should drop in single mode also? I've checked the logs on other devices and none of them are losing connection to my network except for my Sonos setup and this has only started to happen in the last 3 or so months, only device added to the network in that time was an Echo Dot.

Thanks,
Brian

Jeff S

Retired Sonos Staff

Folks i am having the same problem as some people above. My Play 1 & 5 are cutting out only when in group mode. Can you review my diagnostic please - 161428641 - Its very frustrating.

Hi Brian_134,

Your Sonos speakers are losing connection to your wireless network from time to time. This is likely due to wireless interference. It looks like there are a couple wireless networks in range running on the same wireless channel as your router. This is making it hard for your speakers to keep the music streams going and can likely be fixed by changing your router's wireless channel to 1 or 6, which are less crowded.

Thanks Jeff, i'll monitor the networks in my area to see what channel they are broadcasting on and adjust as needed.

Some questions though, why is the sound only dropping in group mode? Surely the sound should drop in single mode also? I've checked the logs on other devices and none of them are losing connection to my network except for my Sonos setup and this has only started to happen in the last 3 or so months, only device added to the network in that time was an Echo Dot.

Thanks,
Brian

Playing to a group uses more bandwidth than playing to just one speaker. It's possible that the interference is low enough to only cause issues when playing to multiple speakers.

Help others find useful content by clicking the like button and selecting the best answer to your question.

T

tsmith35

Lyricist II

Getting tired of fighting this issue. Speakers randomly drop out of Sonos app. Phone sees all speakers, but PC is missing one. Reset controller, reset devices, reconnect via cable. PC sees all speakers, but phone only sees one. ??? Unplug everything and try again. Now it works for a while, but for how long?

Irritating. Nothing else in the house has issues. Lights connect, refrigerator connects, garage door openers online, everything else working just fine. Getting to the point where I'll just plug in the Sonos stuff with Cat5 and leave 'em wired. Sonos stuff doesn't seem very tolerant of other equipment being on the same wifi.

Jeff S

Retired Sonos Staff

Getting tired of fighting this issue. Speakers randomly drop out of Sonos app. Phone sees all speakers, but PC is missing one. Reset controller, reset devices, reconnect via cable. PC sees all speakers, but phone only sees one. ??? Unplug everything and try again. Now it works for a while, but for how long?

Irritating. Nothing else in the house has issues. Lights connect, refrigerator connects, garage door openers online, everything else working just fine. Getting to the point where I'll just plug in the Sonos stuff with Cat5 and leave 'em wired. Sonos stuff doesn't seem very tolerant of other equipment being on the same wifi.

Hi tsmith35,

There are a few things which might cause this behavior. Please submit a diagnostic report from your Sonos app after this happens, then reply here with the confirmation number and I'll take a look.

Help others find useful content by clicking the like button and selecting the best answer to your question.

T

tsmith35

Lyricist II

There are a few things which might cause this behavior. Please submit a diagnostic report from your Sonos app after this happens, then reply here with the confirmation number and I'll take a look.

I ended up doing a factory reset, then initializing as new. Seems to be working for now. Strange.

Jeff S

Retired Sonos Staff

There are a few things which might cause this behavior. Please submit a diagnostic report from your Sonos app after this happens, then reply here with the confirmation number and I'll take a look.

I ended up doing a factory reset, then initializing as new. Seems to be working for now. Strange.

It's good to hear that things are working. Please let me know if you run into any more issues.

Help others find useful content by clicking the like button and selecting the best answer to your question.

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