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

Ken_Griffiths

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?

lobochrome,

Try connecting one of your Sonos devices to your routers ethernet ports and run all your devices on SonosNet. See the switching instructions below. Make sure the SonosNet channel is also different to the one in use by your routers 2.4ghz band. In fact try to set them at least five channels apart.

Switching from Standard WiFi to Boost Mode and vice versa
CLICK HERE for the switch procedure.

J

jamesp1234

Lyricist I

I have been getting continued drops both on Tunein & Spotify.

Can you please review my diagnostic - 1634660299

Thanks

G

grantsteve

Contributor III

Diagnostic submitted - 427706467

I have recently changed my router to a TP Deco mesh system which has dramatically improved WiFi coverage through my home.

However despite re-setting up my Sonos system from scratch and in boost set up with the bridge wired to the main deco, I’m getting continual drop outs, unable to find Sonos system, unable to connect to music services and so on.

I’ve tried changing Sonosnet channels to no avail.

Please review my diagnostic. Thanks

Ken_Griffiths

I have been getting continued drops both on Tunein & Spotify.

Can you please review my diagnostic - 1634660299

Thanks

I can’t see your diagnostic as I’m not part of Sonos. I’m just a user like yourself, but to get your diagnostic reviewed quickly, it’s best to go to @SonosSupport on Twitter, as the Support Staff there are 24/7 and hopefully someone there will help you out.

D

Dyl

Contributor I

Hello

I have tried setting the channels on router and sononet. Still having connection problem with my Playbase.

Diagnostic: 1617445095.

Cheers

Dylan

Edward R

Retired Sonos Staff

Hi, Dyl. Please distance your BRIDGE from anything electronic or wireless enabled. In addition, go to Settings -> Advanced Settings -> Wireless Setup -> Next -> Do Not Enter the Password -> Tap RESET. Having done this, please test the system further and submit further diagnostics should the issue persist. Many thanks.

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

Y

yarons

Lyricist I

Having the same problem. Have you maybe tried thinking that it has something to do with the (low quality?) parts that you use for Sonos? I had a Bose system in the exact same place, no problems. I use Sonos and it keeps cutting out (Spotify or radio).

My diagnostic is 2024785776
If no solution is found, I'm afraid I will send it back to the place of purchase and use the money to buy another Bose.

D

Dyl

Contributor I

Thanks Ed.

Tried what you have suggested. Should i re-enter my wifi password or leave it off wifi? My bridge is connected to Modem so only so far i can move it...

Still not working. Get the orange flashing light and no sound when pushing sync button on Playbase. After about 5 mins it goes solid orange, then to white flashing and then off.

Diagnostic 556837417.

Cheers.

Hi, Dyl. Please distance your BRIDGE from anything electronic or wireless enabled. In addition, go to Settings -> Advanced Settings -> Wireless Setup -> Next -> Do Not Enter the Password -> Tap RESET. Having done this, please test the system further and submit further diagnostics should the issue persist. Many thanks.

Edward R

Retired Sonos Staff

Having the same problem. Have you maybe tried thinking that it has something to do with the (low quality?) parts that you use for Sonos? I had a Bose system in the exact same place, no problems. I use Sonos and it keeps cutting out (Spotify or radio).

My diagnostic is 2024785776
If no solution is found, I'm afraid I will send it back to the place of purchase and use the money to buy another Bose.

Hi there, Yarons. Thanks for posting your question. There is another access point in your vicinity that is occupying the exact same frequency as the one being used for your Sonos system. More the point, it is actually providing a more powerful signal than the access point in use for Sonos. Quality and price of part has little to do with the basic principles of WiFi technology- so this is largely inconsequential in this instance.

To use an analogy, think of these frequencies as lanes on a motorway. Whether you are driving a car worth 200 euros or 200,000 euros, a congested lane is still a congested lane. Perhaps this "lane" wasn't quite as busy when you were using Bose- I can only speculate. However, any speaker that works with the same technology, in the same way, used in these particular circumstances, would encounter precisely the same issue.

If these access points are all yours; "Proximus Smart Wi-Fi" (of which there are several)- you would need to move them all to a separate channel than the one being used for Sonos. You could have them on 1 and 6, with Sonos on 11. You would need a WiFi scanner to best determine precisely which ones to use. Let us know if you require any further clarification.

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

Edward R

Retired Sonos Staff

Thanks Ed.

Tried what you have suggested. Should i re-enter my wifi password or leave it off wifi? My bridge is connected to Modem so only so far i can move it...

Still not working. Get the orange flashing light and no sound when pushing sync button on Playbase. After about 5 mins it goes solid orange, then to white flashing and then off.

Diagnostic 556837417.

Cheers.

Hi, Dyl. Please distance your BRIDGE from anything electronic or wireless enabled. In addition, go to Settings -> Advanced Settings -> Wireless Setup -> Next -> Do Not Enter the Password -> Tap RESET. Having done this, please test the system further and submit further diagnostics should the issue persist. Many thanks.

No problem at all, Dyl. The updated diagnostic does look a bit better, though there is still something generating interference. Luckily, there's some further information in this diagnostic that I did not have before. The issue might stem from the fact that your Sonos system is on the same channel as a network called "TP-LINK_5BE5". If you change your Sonosnet channel to 1, this should help matters.

To answer your question, no- we need not enter the password anymore.

Lastly, if you still find yourself struggling, you're welcome to get back to me here- though it may be beneficial to get in touch with one of our agents via telephone for some real-time troubleshooting. Thanks, Dyl!

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

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