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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.
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    385 replies

    Show previous replies
    demasao30
    Lyricist III
    August 17, 2018
    Hello Sonos Support,

    I haven't heard back on the above in a few days. Is there nothing else you can give me to try?
    Jeff S
    Jeff S
    Retired Sonos Staff
    August 17, 2018
    Hello Sonos Support,

    I haven't heard back on the above in a few days. Is there nothing else you can give me to try?

    Please try clearing the wireless credentials from your Sonos speakers. This may help them stay in communication. If that doesn't help, send along a new report.
    Help others find useful content by clicking the like button and selecting the best answer to your question.
    demasao30
    Lyricist III
    August 20, 2018
    I have cleared the wireless network credentials but still the same issue persists. Here is another report from tonight 2074826438.
    demasao30
    Lyricist III
    August 29, 2018
    Can I have an update on this please?
    LuxuryBeast
    Contributor I
    August 29, 2018
    Got issues with mye setup as well.
    Playbar, sub, two Play:1.
    While playing music my two Play:1 speakers, and sometimes the sub, drop out. They come back on after 5-20 seconds. They do not disappear from my setup.
    I'm on a Airties wifi-mesh system. My routers wifi is disconnected and is hardwired into a mesh-node, so is my Playbar.

    My diagnistics is: 181192106
    MathDM
    Trending Lyricist I
    August 31, 2018
    After adding two Play 3's to my system that was working great, I'm now getting chaos with Apple Music...constant drop outs, speakers going on and off. After about 10 minutes of that things settle down and play fine. Then if i try to skip a song or put something else on, chaos happens again. App controls stop working. I have a few turntables hooked up to connects that seem to work fine, don't get the dropouts on that. Any time i'm using the app and try to change room speakers this happens, but when I have just 4 speakers or so on things seem to be fine. Also browsing Apple Music through Sonos apps on phone and iPad the app consistently crashes after a minute or so. Doesn't happen on the laptop. Diagnostics 326072758. Thanks!
    Jeff S
    Jeff S
    Retired Sonos Staff
    September 4, 2018
    Hi folks,

    If you're having trouble streaming from iOS devices, please see my post here about the fixes included in version 9.1, released today.
    Help others find useful content by clicking the like button and selecting the best answer to your question.
    abiffi
    Lyricist II
    September 9, 2018
    System unusable after airplay updates. Worked without any problems the last years. Music from surround speakers cutting out constantly (tunein and spotify), this morning the tv setup disappeared. I had to reconnect them all. I changed wireless channels on my router and sonos. No change. Dropouts all the time.

    Diagnostic: 543670153
    af206
    Contributor I
    September 9, 2018
    I have a Beam, a One, and a Play:5, each in their own room. The Beam and One are frequently paired. All have gone missing from my Sonos iOS and macOS apps, and are also unavailable through Spotify Connect. Alexa can't find them either. I've tried selecting a dedicated 2.4GHz channel on my Apple Extreme Base Station. Diagnostic report: 705591946. Advice?
    Jeff S
    Jeff S
    Retired Sonos Staff
    September 11, 2018
    System unusable after airplay updates. Worked without any problems the last years. Music from surround speakers cutting out constantly (tunein and spotify), this morning the tv setup disappeared. I had to reconnect them all. I changed wireless channels on my router and sonos. No change. Dropouts all the time.

    Diagnostic: 543670153

    Hi abiffi,

    Thanks for sending in the diagnostic report. It looks like there's an issue with the wireless card on your Playbase. This would explain why you're having issues with the surround audio as those speakers connect through your Playbase's wireless signal. It would be best to reach out to our phone team who can take over from here. Please call us up, our phone number is found here.
    Help others find useful content by clicking the like button and selecting the best answer to your question.
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