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Max P
Max P
Sonos Employee
Aug 17, 2017 9:30 AM UTC

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



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
    jhall
    Lyricist I
    Sep 18, 2018 10:44 PM UTC
    Hello, seems I have the same problem as everyone else: Music stopping, skipping songs etc. I have tried wifi mode or boost mode, no changes. Tried changing channels, no changes. have plenty of wifi coverage everywhere.

    994538057

    Thanks
    Jason
    Translate
    robcarty
    Contributor I
    Sep 19, 2018 8:48 AM UTC
    Diagnostics submitted... recently added an additional Play 3 and Play 1 to my system. Since then I can encountering constant drop outs
    Translate
    Airgetlam
    Airgetlam
    Sep 19, 2018 5:41 PM UTC
    You should post the number of those diagnostics here, so they know which one to look at.
    Translate
    Bruce
      robcarty
      Contributor I
      Sep 19, 2018 7:37 PM UTC
      Diagnostics submitted... recently added an additional Play 3 and Play 1 to my system. Since then I can encountering constant drop outs

      1793162091
      Translate
      Danlim
      Lyricist III
      Sep 21, 2018 6:25 AM UTC
      Hi Support,

      Here is my diagnostic number: 2017197797.

      Kindly help me to check is there any wifi disconnecting issue.

      Besides this, i would like to check that whether just changing of router only but not changing the SSID will it affect the sonos system and required to plug in one sonos speaker in the router and reconfigure or doing it the hard way to repair all the sonos speaker.

      Currently i have 2x Play:5 Gen2, 2x Play:1 and 1x Play:3. So repairing will be a tedious job.

      Thanks.
      Translate
      robcarty
      Contributor I
      Sep 21, 2018 8:14 AM UTC
      Update Diagnostics submitted... recently added an additional Play 3 and Play 1 to my system. Since then I can encountering constant drop outs

      1793162091

      My playbase was being used as a boost. Have disconnected the Ethernet cable and system seems to be ok so far
      Translate
      marook
      marook
      Enthusiast I
      Sep 23, 2018 10:12 PM UTC
      The latest survey asks us to post diagnostics reports when we have dropouts.

      Here is one, that just happened: 794540817

      TuneIn stations that suddenly stops playing.
      Pressing play, starts the stream again.
      Translate
      /Jakob P.
      jeff3
      Trending Lyricist I
      Sep 25, 2018 9:22 AM UTC
      Tried switching from channel 6 to 1 still going on and off between rooms, tried switching to channel 11, still going on and off, between rooms.
      Tried connecting one room with ethernet as a boost, still going on and off between rooms.
      Tried switching to my WiFi router and use that way, still going on and off between rooms?
      Diagnostics sent 24/09/2018 No. 1190794557
      Diagnostics sent 25/09/2018 No. 573132236
      Translate
      bobejr
      Lyricist I
      Sep 26, 2018 12:56 PM UTC
      Paired Play1s disappeared from network. Had to unplug both and then plug them back in to get them to be recognized by the app. Diagnostic #1787620609.
      Bob
      Translate
      WeeC
      Contributor I
      Oct 2, 2018 9:56 AM UTC
      Mines has been skipping partway through songs for a couple of months now, it’s made thousands of pounds of equipment worthless.
      Diagnostics ref 551268560
      Translate
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