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

I just did the update and had several issues in one night. My apply tv worked fine at my tv and syncing to use it for the speakers. After the update I have to manually go into the apple tv set up to select the sonos speakers. Now there is connectivity issues as well. I hope they fix this issue.

Diagnostics ID: 2060144891

"Connection to Spotify was lost" - please help with this, we have been considering using other devices instead of sonos because of this. Im really frustated:@

I am experiencing skipping of songs played from my iTunes play list on my iPhone via the SONOS App. I have switched the router channel to 11, 6 and settled on 1. I have placed the iPhone beside the router to ensure a strong signal. My kids are out of town so there should be no competing devices 🙂

When playing music off of my iPhone, the system plays the first 2 songs without a hitch however when playing the 3rd song, the system skips about midway thru and moves on to the next. It continues to do that from thereon in. I have no issue playing music from a streaming service like Spotify or Radio by TuneIn etc. from my iPhone

I have submitted a diagnostic report - 145879795

Any thoughts / guidance would be appreciated

Thx

Rob

Hello Sonos support,

I am experiencing the cut out of sound on the sub and play1s in my surround setup. It will happen about every 20-30 minutes, sometimes more and sometimes less. I had a ticket open months ago, and things seem to have gotten better (although never eliminated), but now we are back to happening more often again.

I have a Boost, 1 Playbar, two PLAY1s and a Sub in living room (where the cut out happens), then a PLAY1 in kitchen and a PLAY1 in bedroom. The 2 PLAY1s that are in the living room along with the subwoofer are the ones that lose sound. I have tried the following over the past few months: new fiber optic cable, new HDMI cable, restart the entire Sonos system along with router, switched router channels and also switched Sonos network channels from the app. I have moved the Boost farther away from the router, and tried to take as many things away from the Boost as I can. The Boost is hardwired to the router, not wireless. Things that are in close proximity to the Boost, but more than 2-3 feet away: Linksys router, Phillips Hue hub, Fire TV Cube, cable modem. This happens whether I'm playing Netflix, Hulu, or any other app on the Fire TV cube, as well as listening to music from Sonos app, or if i'm listening straight from my Spotify app through my phone.

I have submitted 2 diagnostics while watching a movie tonight:
1896936558
145491563

Thank you for your help.

Hello Sonos support,

I am experiencing the cut out of sound on the sub and play1s in my surround setup. It will happen about every 20-30 minutes, sometimes more and sometimes less. I had a ticket open months ago, and things seem to have gotten better (although never eliminated), but now we are back to happening more often again.

I have a Boost, 1 Playbar, two PLAY1s and a Sub in living room (where the cut out happens), then a PLAY1 in kitchen and a PLAY1 in bedroom. The 2 PLAY1s that are in the living room along with the subwoofer are the ones that lose sound. I have tried the following over the past few months: new fiber optic cable, new HDMI cable, restart the entire Sonos system along with router, switched router channels and also switched Sonos network channels from the app. I have moved the Boost farther away from the router, and tried to take as many things away from the Boost as I can. The Boost is hardwired to the router, not wireless. Things that are in close proximity to the Boost, but more than 2-3 feet away: Linksys router, Phillips Hue hub, Fire TV Cube, cable modem. This happens whether I'm playing Netflix, Hulu, or any other app on the Fire TV cube, as well as listening to music from Sonos app, or if i'm listening straight from my Spotify app through my phone.

I have submitted 2 diagnostics while watching a movie tonight:
1896936558
145491563

Thank you for your help.

Hi there,

Thanks for sending in the diagnostic report. There are wireless communication errors showing up between your PLAYBAR and rear speakers. This is likely caused by wireless interference on the 5 ghz band. Please look around and in between your Sonos home theater speakers for any third party wireless devices which could be causing interference. Common sources of interference include cordless phones, wireless cameras, wireless baby monitors, wireless printers and wireless cable boxes. Try moving away any such device you find, or power them off temporarily, and see if things improve.

Hi Jeff,

I do have one wireless camera, but it is at least 8 feet away from the speakers and router. I can disconnect and retry. Would there be a reason why the subwoofer cuts the sound off as well, along with the surround play1s?

Hi Jeff,

I do have one wireless camera, but it is at least 8 feet away from the speakers and router. I can disconnect and retry. Would there be a reason why the subwoofer cuts the sound off as well, along with the surround play1s?

The SUB is using the same 5 ghz wireless connection as the rear speakers.

My music keeps cutting out and it’s driving me crazy. Just submitted diagnostic 174996668. Please help!

It's very frustrating that you basically have to have an ideal setup with no other wi-fi devices in your home to have Sonos working properly all the time. I can't tell you how many issues I've had since I bought my Sonos Ones and Sub. Now only one of my Sonos Ones is working and the SUB isn't working. I have a BOOST. The whole setup is within a few feet of my router. I can't sit here all night switching back and forth between my 5 GHz and 2.4 GHz networks, changing ethernet cables, an app that continually tells me an update is available when I friggin just waited 10 minutes for an update, hafl the time the app doesn't even see my network, yada, yada. It's ridiculous. Sonos, just make a system that works. Thank you.

It's unfortunate that Sonos doesn't have the ability to control the wifi network it's connected to, for sure. But generally speaking, given a clean environment to connect to, it works flawlessly.

thecity2, in your case, it may not be the wireless environment per se, but instead a problem with duplicate IPs. Sonos would be able to tell you if you were able for sure if you were to submit a diagnostic and post the number here (or perhaps in another thread, you have already?). But my initial reaction based on your post was that it does sound like a wifi refresh would be in order. There's two ways of doing this, both valid, one more potentially short term, and one much more effective in the long term.

The short term potential fix is to unplug from power all of your Sonos devices. Then reboot your router. Once the router has come back up, plug in each Sonos device one at a time, allowing each to fully boot up before moving to the next. This will force each one to get a new/fresh IP address from your router.

Or, if you prefer, you could set permanent reservations for all of your devices in your router's DHCP table. A little different work, but it does have long term payoff. I did it several years ago, and my network has been rock solid across several moves.