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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.
    This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

    385 replies

    Show previous replies
    Bren787
    Lyricist I
    December 30, 2018
    Hi,
    We keep having issues with the Sonos playback cutting in and out.
    The internet speed is good (40mbps), and last night I went through and changed every wifi enabled device in the house that we could to 5GHz to reduce interference. So it is now pretty much just the Sonos on there 2.4GHz band.
    I then scanned our area, and there are no other transmissions on Ch 6, so have set the Sonos to Ch 6. I have just rescanned, and the Sonos is the only device on that channel.
    But this morning the music is still occasionally cutting in and out. Please help, its getting really frustrating.
    Diagnostic number. 1500539342.
    GoBucks
    Lyricist I
    December 31, 2018
    Tried changing wireless channel. Was set to Auto and changed to 6. Submitted diag 1736949196. Dropping while playing from Sirius. Speakers missing also.

    Any help on this issue looking at the diagnostics?
    Airgetlam
    Airgetlam
    January 1, 2019
    Since it's the end of the year, it's unlikely that you're going to get a response for a couple of days, unless you try the 24/7 support on Twitter or Facebook. While they purport to be 24/7, I'm not sure whether they're available on holidays as well, but it's better than waiting for Wednesday for a response here.
    Bruce
    r0mUK
    Enthusiast I
    January 2, 2019
    Hi,

    I am experiencing the same issue since couple of days. Nothing change in my setup/network. Please can you help? This is REALLY annoying.

    Diagnostic 170095515
    i Prefer Pi
    camillo777
    Headliner I
    January 9, 2019
    Spotify just stopped and skipped on one song.
    Diagnostic sent: 1929882447
    camillo777
    Headliner I
    January 9, 2019
    Spotify just stopped and skipped on one song.
    Diagnostic sent: 1929882447

    New diagnostic after some time still stuttering and skipping...
    I have tplink wifi deco m5 with full wifi an a little 85mq house.
    So this is not possible to be a network problem.
    Same thing was happening from time to time with my previous Asus n56u router and to me it is not a network problem.

    Diag 570468033

    Edit:
    Tunein is working like a charme while Spotify stops and stutter.... So annoying
    Jonathan_35
    Contributor I
    January 10, 2019
    Jumping on the bandwagon here. I recently connected a TT to a Connect:Amp I wasn’t using. My setup prior to adding this device was a Playbar, Play:1, and another Connect:Amp powering speakers on my deck. None of the three devices ever dropped off my app in the past 5 years.

    The second Connect:Amp connected to my TT drops off once day. Each time, I unplug the power and plug it back in so it can reestablish a connection.

    My Bell HomeHub 300 Router is set to Channel 6.
    SonosNet Channel is set to Channel 11.

    Diagnostic: 293570726

    Thanks

    Jonathan
    spalmisano
    Contributor II
    January 15, 2019
    One of my Play:5s started skipping today when playing from my wife's iPhone local content. It goes away when my iPhone's wifi is turned off. Turning my wifi radio back on immediately starts with the skipping/drop outs. Diagnostic number 1274459286 was submitted while this was going on.

    The Play:5 is hard wired to the network, and there are several other speakers that aren't, if that matters. The wifi channel is one.

    What other diagnostic information can I provide?

    Thanks.

    .sal
    TPG1234
    Contributor I
    January 27, 2019
    Diagnostic 748375781

    Hello
    I run a very small restaurant and bar ( less than 12 tables) and having significant issues with Sonos connectivity. We have two Sonos play 1.. one in bar area and one in dining area.

    We have an access point in the bar area with the router on the floor upstairs. Tracks keep skipping and the second dining area Sonos keeps losing connectivity. I’ve tried tunein...Spotify...amazon...all the same. I’ve changed wireless channels and tried moving the Sonos devices around to see if that helps

    I’m really at a loss as to how to resolve. The music is not smooth at all and makes for an unpleasant experience. We’ve had to resort to older less desirable options which we don’t want to do.

    Please could you advise how to resolve?

    Thanks
    Airgetlam
    Airgetlam
    January 27, 2019
    First off, I'd actually recommend that you create a new topic with your issue. Much more likely to be seen by Sonos than here on page 13 of a long thread.

    I'm inferring from your post that your Sonos speakers are all on your wifi. Have you tried doing a "wired" network, by connecting one Sonos device (a BOOST, or one of the speakers) to your router upstairs?

    What's the building made of? Is it old brick or stone, or stick frame with wallboard?
    Bruce
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