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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

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    Jeff S
    Jeff S
    Retired Sonos Staff
    September 11, 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?

    Hi there,

    Please check your computer's firewall and antivirus settings to make sure it's configured for Sonos. If that doesn't help, check out this guide to getting reconnected to your speakers.
    Help others find useful content by clicking the like button and selecting the best answer to your question.
    af206
    Contributor I
    September 11, 2018
    Thanks Jeff, I spoke with support. The problem may have related to use of 2.4 Ghz and 5 Ghz channels with the same SSID on an Airport Extreme. Resolved by changing the 5 Ghz SSID and wiring the Beam into the router with an ethernet cable. The devices are back on Sonos Controller, Spotify Connect, and Alexa.

    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?

    Hi there,

    Please check your computer's firewall and antivirus settings to make sure it's configured for Sonos. If that doesn't help, check out this guide to getting reconnected to your speakers.
      abiffi
      Lyricist II
      September 12, 2018
      Thank you Jeff.
      I called them up and they will now replace my Playbase.

      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.
      Danlim
      Lyricist III
      September 17, 2018
      Hi Support,

      I have a play 3 that is connected at outdoor having disconnecting issue.
      I have submitted diagnostics : 1294358331.

      Please kindly look into it.

      Thanks
      Edward R
      Edward R
      Retired Sonos Staff
      September 18, 2018
      Hi, Danlim. The issue is that there is a poor WiFi signal where your PLAY:3 is situated. Stands to reason, I suppose, if it's outside and your router is not.
      Try searching our articles for help with your question: https://www.sonos.com/en/support
      Danlim
      Lyricist III
      September 18, 2018
      Hi Edward,

      Thanks for your reply.

      Poor wifi signal should not be an issue cause im getting full bar from my phone outside exactly where the speaker is placed.
      Is the wifi card used for Play:3 up to date?

      Thanks
      Edward R
      Edward R
      Retired Sonos Staff
      September 18, 2018
      It certainly is, but the diagnostic information is suggesting that the WiFi signal is not sufficient. Is it an iPhone with WiFi assist switched on?
      Try searching our articles for help with your question: https://www.sonos.com/en/support
      Danlim
      Lyricist III
      September 18, 2018
      Hi Edward,

      The ipad does not have cellular data so does not have the function of wifi assist.

      The music gets cut off and now its out of the sonos app but in my rourer showing its still getting the ip address.

      Thanks
      Edward R
      Edward R
      Retired Sonos Staff
      September 18, 2018
      Hi, Danlim. Would you please try logging into your router and changing its operating channel? It may be losing its signal due to interference.
      Try searching our articles for help with your question: https://www.sonos.com/en/support
      Danlim
      Lyricist III
      September 18, 2018
      Hi Edward,

      Will do that and feedback cause im operating a bar will need this speaker to work properly outdoors.

      Is there contact to call from Singapore ?

      Thanks
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