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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
    Tinks
    Contributor I
    September 11, 2017
    After a year of wonderful use I've now spent the last months trying to fix the track skpping problem. Is there anyone out there who can help. I've rebooted everything several times. It happens no matter where I am or who's system I'm connecting to.
    Am loosing my cool a little as I've loved the system for so long and now I can't listen to any of my albums or playlists.
    I live on a narrow boat and use a 4G dongle which has worked will be over a year.
      Sye299
      Lyricist I
      September 21, 2017
      I am finding the play 1s are dropping out and just the playbar is working, about 10-15 sec later the play1s kick back in.
      I have submitted a diagnostics report 7867441.
        Kyleedi
        Contributor I
        September 25, 2017
        Hi I have followed instructions and have reset the wireless channel to resolve issues with a paried set of play 5s using line in. This has not worked and have submitted diagnostic 7882152. It was on channel 11. It's now on channel 1. Please let me know what you find.
        Thanks
        Kyle
        Mlinding
        Lyricist II
        September 25, 2017
        "Connection to Spotify was lost" This error message comes when i try to play from Spotify and the music stops, but only on my play 5 1. gen. I have a playbase and a play 1. And they can play spotify with out any problems. I can also play Tidal on the play 5 . Can you help ?. I have had this problem for months. Diagnostic 7882443
        gurbar2305
        Lyricist I
        September 26, 2017
        When I'm play an app on the TV such as Netflix or youtube, the sound cuts out for a while and then returns. This is happening regularly. I tried resetting the tv, and changed the optical cord but no change.

        I have submitted a diagnostics report : 7886076
        Airgetlam
        Airgetlam
        September 27, 2017
        gurbar2305

        This is a thread about music cutting out. I think you want to be posting your diagnostic in the thread about TV issues, which is here:

        https://en.community.sonos.com/troubleshooting-228999/no-sound-on-certain-channels-after-system-update-today-6789926
        Bruce
        bradamungo
        Lyricist I
        October 9, 2017
        Hi I'm having the same issue with my system. Streaming from spotify and the music keeps cutting out, same with the tune in radio and playing music off my phone. I had submitted diagnostics 7933578. I have tried switching router channel and sonos to 1 and 11. Unplugged all the speakers and router and deleted the app, re-installed it and added the speakers back onto the network and the same issue is happening. It's starting to become very frustrating. Yesterday I had limited success with soundcloud playing but again none of the other services. Please can you look into this issue for me.

        Many Thanks
        nringo
        Lyricist I
        October 11, 2017
        Also having an issue with certain streaming services cutting out. So far this has only happened with Amazon Music and Sirius XM. Apple Music, Spotify, Concert Vault, local music, Tune-In are all fine. I have 3 Play 1's, a Playbar, 2 Connects, and a Connect Amp. Also recently added a Boost hoping to take care of the issue. While it seemed like grouping was improved, the issue wasn't solved. Configuration is using the Sonos Mesh network and not my wifi. I've tried different Sonos Net channels along with different wifi channels (operating on a mesh Amplfi HD system). Layout of the house is a 3 story + roofdeck row house. Brick exterior, drywall interior.

        When the issue presents itself the music stops and won't start up again for a few minutes. During this time I can't select alternative sources either, and some of my Sonos nodes disappear. Not sure if it is related, but I do sometimes have audio drop outs (though not full cut outs) running audio from my Playbar to a Play 1 installed in my bathroom. Last time it dropped was with Amazon Music and I logged this diagnostic: 7919382. Any thoughts?

        Thanks!
        davidthegolfer
        Contributor I
        October 13, 2017
        Does anyone from Sono's actually reply to these? Or is this a way for people to vent about our issues and get zero resolution?? Let's get it together Sonos!!

        Sigh.

        Did you even bother to read anything above your post?

        Have a problem. Explain it and your system in maximum detail. Run a diagnostic. Post diagnostic number so it alerts Sonos to your problem.

        Unless you think Sonos are able to read your mind and know how your system is set up.

        So why not try "how to" rather than pointlessly, and stupidly, do the forum equivalent of shouting at the pigeons in the park (unless, of course, that is your hobby)
        davidthegolfer
        Contributor I
        October 13, 2017
        I find your reply rather offensive. I have been a Sonos customer for three years or more and I don't wish to be a "techie", I want a reliable usable system that delivers.I am looking at the forum to see if others share my frustration with the latest and quite useless release of the app. I can't get through to customer service to quote them my diagnostics ref. and get help with a failing and expensive Sonos system and I see your rant, and that's just too much. Keep it polite or go somewhere else.
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