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

I have five play 5 connected to a sonos bridge which is hard wired to the router

seems to cut music more often than not thats why I had the bridge installed

should I just connect them to wifi and do away with the bridge

diagnostic number 342983582

Thanks for sending in the report. Your Bridge overall has a clean signal, but your other speakers are reporting a high level of wireless noise. There are some wireless communication errors between a few of your speakers as well. If you haven't already done so, try the steps found in this guide, which help with many of the issues that can cause audio interruptions.

You might look around and in between your speakers for third party wireless electronics which could cause interference. Devices such as cordless phone bases, wireless baby monitors, wireless cameras and wireless printers all could make it hard for nearby Sonos speakers to stay in sync. Try moving away any such devices and see if things improve

Please help, I’m having trouble playing music via Spotify on my Sonos Play 1. It will start playing a song then stop at 15 seconds in (sometimes less) and then go on to the next song. My WiFi is working fine. It’s also up to date with updates. Any ideas?

I did a support diagnostic and my number is: 290947313.

Please help, I’m having trouble playing music via Spotify on my Sonos Play 1. It will start playing a song then stop at 15 seconds in (sometimes less) and then go on to the next song. My WiFi is working fine. It’s also up to date with updates. Any ideas?

I did a support diagnostic and my number is: 290947313.

Hi there,

Thanks for sending in the report. Your speaker is having a hard time staying connected to your wireless network due to interference from nearby networks running on the same wireless channel as your own. Try changing your router's wireless channel to 1 and see if that helps.

Please help, I’m having trouble playing music via Spotify on my Sonos Play 1. It will start playing a song then stop at 15 seconds in (sometimes less) and then go on to the next song. My WiFi is working fine. It’s also up to date with updates. Any ideas?

I did a support diagnostic and my number is: 290947313.

Hi there,

Thanks for sending in the report. Your speaker is having a hard time staying connected to your wireless network due to interference from nearby networks running on the same wireless channel as your own. Try changing your router's wireless channel to 1 and see if that helps.

Thanks for the reply. I’ve changed it to 1, the songs started playing a little longer but are still skipping into the next song? New diagnostic number: 1338757870.

Please help, I’m having trouble playing music via Spotify on my Sonos Play 1. It will start playing a song then stop at 15 seconds in (sometimes less) and then go on to the next song. My WiFi is working fine. It’s also up to date with updates. Any ideas?

I did a support diagnostic and my number is: 290947313.

Hi there,

Thanks for sending in the report. Your speaker is having a hard time staying connected to your wireless network due to interference from nearby networks running on the same wireless channel as your own. Try changing your router's wireless channel to 1 and see if that helps.

Thanks for the reply. I’ve changed it to 1, the songs started playing a little longer but are still skipping into the next song? New diagnostic number: 1338757870.

Your speaker is still having a hard time keeping the communication going with your router. How far away from the router is the speaker? Can you try moving it closer? Are there any environmental factors in between the speaker and router, such as walls or cabinets?

I am having an issue with Play:3 continuously dropping off our network. We have 3 play:1's and and sub on the wireless network currently. The play 1's and the sub work fine on the wireless network. I have reset the play 3 and connected it via ethernet and gone through the setup multiple times adding it into the Sono controller (10.0).

Please use diagnostic number: 1861727639 . The Play 3 gets added into Controller and then I play 1 or 2 songs and then Controller responds with cannot play the next song and the room that is associated with the play 3 disappears or disconnects.

The light is white on top of the Play 3 and and the ethernet port is lighting up green and orange showing activity. The speaker was working fine before and it cannot stay connected.

I am having an issue with Play:3 continuously dropping off our network. We have 3 play:1's and and sub on the wireless network currently. The play 1's and the sub work fine on the wireless network. I have reset the play 3 and connected it via ethernet and gone through the setup multiple times adding it into the Sono controller (10.0).

Please use diagnostic number: 1861727639 . The Play 3 gets added into Controller and then I play 1 or 2 songs and then Controller responds with cannot play the next song and the room that is associated with the play 3 disappears or disconnects.

The light is white on top of the Play 3 and and the ethernet port is lighting up green and orange showing activity. The speaker was working fine before and it cannot stay connected.

Thanks for the report. Your Play:3 is still connected and communicating with your other Sonos units, but it does not have a valid network address. This could be due to an IP address conflict or another network issue preventing your speaker from communicating with your router.

I'd recommend starting by rebooting your router and each Sonos speaker. If this helps, send along another diagnostic report while the Play:3 is showing up in the app. You might take a look at your router's DHCP settings to see if there are any IP reservations which might conflict with the addresses available in the DHCP pool. It's also possible that you need to increase the available addresses in the DHCP pool. If you're unfamiliar with logging into your router's settings, it might be best to have our phone team help out. You can find our phone number and hours here.

We have a retail store with 14' ceilings, both speakers are installed into the ceiling plugged into ceiling outlets at either end of the shop. constant cutting out and one or both speakers dropping off the menu, which is especially rough for us as we have to get on a gigantic ladder to reset. diagnostics: 810930852

I have a Sonos Beam connected to a Samsung UE40NU7120 TV by optical. Both devices are connected to my router via wi-fi. When the TV is off and I play music using Deezer, Google Play, etc. the music often cuts out. When I open the Sonos app to find out what has happened, I can see that the TV has "taken over" even though it is off. How can I stop this happening?

Diagnostic: 1314131821

My Sonos setup (2x Play 1s, 1x Playbar & 1x Sub on Velop mesh network) has been working great for past 2 months when they were initially setup until 2 days ago, my Sub begin to entirely disconnect itself and dropped out of the group. Under "Room Settings", it will show up as "Living Room (+?+LS+RS)".

I have tried:
1. Re-adding the Sub back via the "Add a Speaker or Sub" from the app.
2. Factory reset my Sub
3. Using ethernet connection instead of wireless.
4. Changing my wireless channels etc.
5. Removing all speakers and redo the whole setup of adding my Play 1s, playbar and sub.

All of the above have failed to resolve the problem. I'm not sure if a recent update has caused this issue. I have checked my Sub and it doesn't seem to have any hardware defects going on since it can be powered on/off and able to be discovered by my iPhone Sonos controller app.

My Sonos Diagnostics number is 136702528

Any help is greatly appreciated. Thanks!