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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.
    This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

    385 replies

    Show previous replies
    BikerNation
    Contributor I
    April 5, 2018
    I just went through the songs cutting off before ending problem. Trying to change the channel on this Apple Express was not easy and went nowhere, never got to the point of being able to do anything. Plugging the One into an ethernet connection and re-pairing with the W-FI worked. No other system on WIFI I have has had this problem including video WIFI devices which are crunching a lot more bandwith. Something is wacky with the Sonos system and hopefully it can be fixed with a software update.
    Edward R
    Edward R
    Retired Sonos Staff
    April 5, 2018
    I just went through the songs cutting off before ending problem. Trying to change the channel on this Apple Express was not easy and went nowhere, never got to the point of being able to do anything. Plugging the One into an ethernet connection and re-pairing with the W-FI worked. No other system on WIFI I have has had this problem including video WIFI devices which are crunching a lot more bandwith. Something is wacky with the Sonos system and hopefully it can be fixed with a software update.

    Hi, BikerNation. We can help you to configure your Airport Express if you give us a call. I am confident that we can get this running properly for you. Updates will do nothing to improve local WiFi connectivity but we can certainly help with that.
    Try searching our articles for help with your question: https://www.sonos.com/en/support
    MarkDong
    Contributor I
    April 11, 2018
    So It will get problem when My wifi includes 2.4G and 5G with same password? I am using netgear R6700. Please help, my code 6568818
    David Croxson
    Producer I
    April 14, 2018
    I’m having terrible trouble with Spotify the last few days. Tracks skip or stop completely. It’s random, and doesn’t appear to happen when there’s other massive activity on my home WiFi. It’s infuriaiting. I have had several email exchanges with Sonos but haven’t nailed the problem.

    My system is Plusnet router, usual speed around 30Mbps.
    Bridge - Ethernet connected to router
    Connect
    Connect Amp
    Pair of Play 1s
    2 play 3s
    Play 5

    Yesterday I was asked to change the Ethernet cable running to the bridge, which I did. I notice today that the bridge is listed as not connected on my router’s device table. Could anyone look at my system and see if it’s running in wireless mode?
    Is anything else wrong?

    Diagnostic 857893844

    I’ve been a Sonos customer since the mid 2000s and have never been as frustrated with it as I am now.
    Jeff S
    Jeff S
    Retired Sonos Staff
    April 17, 2018
    So It will get problem when My wifi includes 2.4G and 5G with same password? I am using netgear R6700. Please help, my code 6568818

    Hi Mark,

    Your diagnostic report came through with some formatting errors making it hard to read. If you're still having issues, please send in a new report, 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.
    Jeff S
    Jeff S
    Retired Sonos Staff
    April 17, 2018
    I’m having terrible trouble with Spotify the last few days. Tracks skip or stop completely. It’s random, and doesn’t appear to happen when there’s other massive activity on my home WiFi. It’s infuriaiting. I have had several email exchanges with Sonos but haven’t nailed the problem.

    My system is Plusnet router, usual speed around 30Mbps.
    Bridge - Ethernet connected to router
    Connect
    Connect Amp
    Pair of Play 1s
    2 play 3s
    Play 5

    Yesterday I was asked to change the Ethernet cable running to the bridge, which I did. I notice today that the bridge is listed as not connected on my router’s device table. Could anyone look at my system and see if it’s running in wireless mode?
    Is anything else wrong?

    Diagnostic 857893844

    I’ve been a Sonos customer since the mid 2000s and have never been as frustrated with it as I am now.

    Hi David,

    There appears to be a bit of interference making it hard for your BRIDGE to stay in communication with some of your speakers. This may explain the audio issues you've described. Please try changing the wireless channel your Sonos system is using and see if that helps.
    Help others find useful content by clicking the like button and selecting the best answer to your question.
      xtz
      Lyricist II
      April 20, 2018
      I suffer from this issue, to the point where I am about to just give up on Sonos as a platform. It's just too poor, particularly with a Spotify connection. I have a bridge + Connect, and I've tried everything from changing wifi channels, to switching back to Sonos Net and it's just a joke. Meanwhile I can stream 4K netflix to every tv in the house, and yet I have interference for a crappy Spotify stream? Come on - this seems more like poor software than wifi interference?
        Stuart_W
        Stuart_W
        World-Class Superstar
        April 20, 2018
        I suffer from this issue, to the point where I am about to just give up on Sonos as a platform. It's just too poor, particularly with a Spotify connection. I have a bridge + Connect, and I've tried everything from changing wifi channels, to switching back to Sonos Net and it's just a joke. Meanwhile I can stream 4K netflix to every tv in the house, and yet I have interference for a crappy Spotify stream? Come on - this seems more like poor software than wifi interference?

        This thread is for along resolved issue that affected a lot of users. Most likely your problem isn't related even if the symptoms are the same. I suggest you start your own thread describing your set-up and the problem with any error messages you get. Also, submit a diagnostic shortly after the problem occurs and post the number in that thread
        Arc + Sub (Gen 1) + 2 x Play 1/ Stereo Play 3s/ Era 100 Stereo in Kitchen, One Stereo in Bedroom, Play 1 stereo pair in Study, Play 1in Bathroom, Sonos Move 2
          xtz
          Lyricist II
          April 21, 2018
          Will do, thanks Stuart_W
          lobochrome
          Contributor I
          April 30, 2018
          Hi,

          I've added a Play:5 and rearranged my Play:1s a bit.

          I now have frequent cut outs on the furthest Play:1.
          I ran a diagnostic under: 1761403263

          In addition, I have connected a Turntable via a preamp to the Line in on the Play:5
          Haven't gotten Autoplay to work properly and sometimes after starting playback from Line In manually it stops after a few seconds.

          Any tips on what to improve here?
          Show more replies
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