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

Hello,
I have a system comprising of a SonosBeam and 3 Sonos:One speakers. There are 2 groups in my system: 1 for my kitchen and 1 for my Living Room. The Beam is via ethernet on a switch which is open to the internet...
Now the Kitchen Sonos:One gives a lot of issues. I can only use it in combination with the other group. If I try to use it separately - I always get error messages (it looks as if the connection to the internet is very bad). I have run a diagnostic and have the number 538001542

Hi folks,

We're looking into an issue that causes iOS streaming playback problems when the devices go into auto-lock, and there are other AirPlay devices on the network. We'll send an update when we have more to share.

Skipping, "rooms" disappearing, music stopping altogether, everything all the previous posts are complaining about is true for me as well. Started about two months ago after close to 4 years of flawless performance. Since then I have countless emails with diagnostic submissions in addition to over 15 hours on the phone with Sonos tech support. Obviously frustrating, even more so when an agent contradicts what a different agent said the previous day.

I'm waiting now to call in for the third time this week having followed yesterday's instructions, which didn't work. Waiting because the recorded message says the wait time is "over an hour". Just wanted to make the point here that this is not limited to iPhones. I occasionally access through an AirBook but mostly from my Android Pixel 1.

Not giving up on you yet Sonos, in part, because I have too much invested in your products. But there is a limit to patience. Pretty sure you know there is a software issue. If so, acknowledge it, work to correct it, tell us you are, and I'll stay off the phone. For awhile.

Skipping, "rooms" disappearing, music stopping altogether, everything all the previous posts are complaining about is true for me as well. Started about two months ago after close to 4 years of flawless performance. Since then I have countless emails with diagnostic submissions in addition to over 15 hours on the phone with Sonos tech support. Obviously frustrating, even more so when an agent contradicts what a different agent said the previous day.

I'm waiting now to call in for the third time this week having followed yesterday's instructions, which didn't work. Waiting because the recorded message says the wait time is "over an hour". Just wanted to make the point here that this is not limited to iPhones. I occasionally access through an AirBook but mostly from my Android Pixel 1.

Not giving up on you yet Sonos, in part, because I have too much invested in your products. But there is a limit to patience. Pretty sure you know there is a software issue. If so, acknowledge it, work to correct it, tell us you are, and I'll stay off the phone. For awhile.

There are many things which could cause what, in effect, are communication errors across your network and Sonos system. Most of the time these sorts of issues are caused by wireless interference or network congestion of some sort. There are other issues as well, which may explain some of what you've mentioned. Please submit a diagnostic report and reply with the confirmation number. Also, please reply with a concise description of the issue you're seeing.

"There are many things which could cause what, in effect, are communication errors across your network and Sonos system. Most of the time these sorts of issues are caused by wireless interference or network congestion of some sort. There are other issues as well, which may explain some of what you've mentioned. Please submit a diagnostic report and reply with the confirmation number. Also, please reply with a concise description of the issue you're seeing."

Thanks for the prompt reply Jeff but I'll pass on your suggestion to provide "a concise description of the issue". As I said previously I've done that in countless emails and phone calls. Nothing changes. Unless you or someone else can acknowledge you know there is a problem and are working on it I'll call in again to see what tech support has to say. I don't have faith in getting answers here, at least not for this problem. There are over 200 replies in this chain with no solutions that work.

If there was a problem, there would be 1000's of posts in a day, like there was when the Playbar had an actual problem.

https://en.community.sonos.com/troubleshooting-228999/no-sound-on-certain-channels-after-system-update-today-6789926/index1.html

That's 76 pages in couple days, never mind the other threads. It was also well publicized in the press. This thread is 9 pages in 11 months and there is nothing in the press about a problem with the update.

Sorry, but Jeff S is correct. For an explanation why and a tip that works for 95% of the problems seen after an update (and prevents it from happening again), read the following:

Connection problems which appear suddenly are often caused by network problems, not Sonos problems. The typical cause is duplicate IP addresses. These often show up after an update or power outage because a reboot requires the device to request a new IP, and the router, having lost track of current IP assignments, issues a new IP that is in use by another device. To cure this, do the following:

Reboot/power cycle your devices in the following order:

Modem
Router
Switches or hubs
Wired Sonos units
Wireless Sonos units
Computers/printers
Wireless devices - phones/tablets etc.

Allow each device to come back up before proceeding to the next. Note that you can permanently prevent duplicate IP addresses by assigning an IP to each device's MAC address in the router setup. See your router manual for details.

"There are many things which could cause what, in effect, are communication errors across your network and Sonos system. Most of the time these sorts of issues are caused by wireless interference or network congestion of some sort. There are other issues as well, which may explain some of what you've mentioned. Please submit a diagnostic report and reply with the confirmation number. Also, please reply with a concise description of the issue you're seeing."

Thanks for the prompt reply Jeff but I'll pass on your suggestion to provide "a concise description of the issue". As I said previously I've done that in countless emails and phone calls. Nothing changes. Unless you or someone else can acknowledge you know there is a problem and are working on it I'll call in again to see what tech support has to say. I don't have faith in getting answers here, at least not for this problem. There are over 200 replies in this chain with no solutions that work.

There is no one solution as there is no one issue. As I said, there are many potential causes for issues as described here. I can try to help you with your issue, but can't do so without more information.

"If there was a problem, there would be 1000's of posts in a day, like there was when the Playbar had an actual problem.

https://en.community.sonos.com/troubleshooting-228999/no-sound-on-certain-channels-after-system-update-today-6789926/index1.html

That's 76 pages in couple days, never mind the other threads. It was also well publicized in the press. This thread is 9 pages in 11 months and there is nothing in the press about a problem with the update.

Sorry, but Jeff S is correct. For an explanation why and a tip that works for 95% of the problems seen after an update (and prevents it from happening again), read the following:

Connection problems which appear suddenly are often caused by network problems, not Sonos problems. The typical cause is duplicate IP addresses. These often show up after an update or power outage because a reboot requires the device to request a new IP, and the router, having lost track of current IP assignments, issues a new IP that is in use by another device. To cure this, do the following:

Reboot/power cycle your devices in the following order:

Modem
Router
Switches or hubs
Wired Sonos units
Wireless Sonos units
Computers/printers
Wireless devices - phones/tablets etc.

Allow each device to come back up before proceeding to the next. Note that you can permanently prevent duplicate IP addresses by assigning an IP to each device's MAC address in the router setup. See your router manual for details."

Thank you too jgatie for your suggestion. Once again, I'm way past these fixes including Sonos tech support taking control of my screen making corrections themselves numerous times. I have static IP's set up at the direction of one support agent only to be told by another a few days later I shouldn't have done that. I'm certain this is a network issue but I suspect it is the result of a conflict between Sonos software and network settings.

We stream TV (PlayStation Vue), use our computers, phones, and tablets without problems for everything but Sonos.

"For an explanation why and a tip that works for 95% of the problems seen after an update (and prevents it from happening again), read the following." Maybe me and a lot of the others in this thread are part of the 5%.

Thank you too jgatie for your suggestion. Once again, I'm way past these fixes including Sonos tech support taking control of my screen making corrections themselves numerous times. I have static IP's set up at the direction of one support agent only to be told by another a few days later I shouldn't have done that. I'm certain this is a network issue but I suspect it is the result of a conflict between Sonos software and network settings.

We stream TV (PlayStation Vue), use our computers, phones, and tablets without problems for everything but Sonos.

"For an explanation why and a tip that works for 95% of the problems seen after an update (and prevents it from happening again), read the following." Maybe me and a lot of the others in this thread are part of the 5%.

Regardless, it is almost certainly a networking problem, not a Sonos problem. I gave an example of an actual problem with Sonos software above, and this is not it. But hey, I gave it a shot. Even though there are a couple other things in that 5% (auto shifting WiFi channels, split networks), you seem convinced it is a Sonos problem, so I'll not try to help again.

I wish you good luck finding a solution.

Pulling my hair out. Intermittently cutting out sound from speakers. 389145027