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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
    Bromeryan
    Lyricist II
    November 19, 2019

    Hi - we recently started experiencing several issues with our speakers cutting out. We typically use Spotify to stream and don’t have an issue with it on Bluetooth and other speakers. I’ve changed the Sonos network channel between 1, 6 and 11 to no avail. Our speakers are connected using the original bridge but seems like we are constantly getting a ton of interference. We have incredibly fast internet so at a complete loss for why music keeps dropping. 
     

    Here is the diagnostic I just submitted. 
     

    1367726973

    melvimbe
    melvimbe
    November 19, 2019

    Hi - we recently started experiencing several issues with our speakers cutting out. We typically use Spotify to stream and don’t have an issue with it on Bluetooth and other speakers. I’ve changed the Sonos network channel between 1, 6 and 11 to no avail. Our speakers are connected using the original bridge but seems like we are constantly getting a ton of interference. We have incredibly fast internet so at a complete loss for why music keeps dropping. 
     

    Here is the diagnostic I just submitted. 
     

    1367726973

     

    Can you disconnect the Bridge and direct wire one of the speakers in your system, see if that helps?  The Bridge is getting up there in age and sometimes is more of a hindrance than help.

    Danny
      Bromeryan
      Lyricist II
      November 19, 2019

      Thanks Melvimbe. I’ll try that. 

      Bromeryan
      Lyricist II
      November 20, 2019

      Hi - we recently started experiencing several issues with our speakers cutting out. We typically use Spotify to stream and don’t have an issue with it on Bluetooth and other speakers. I’ve changed the Sonos network channel between 1, 6 and 11 to no avail. Our speakers are connected using the original bridge but seems like we are constantly getting a ton of interference. We have incredibly fast internet so at a complete loss for why music keeps dropping. 
       

      Here is the diagnostic I just submitted. 
       

      1367726973

       

      Can you disconnect the Bridge and direct wire one of the speakers in your system, see if that helps?  The Bridge is getting up there in age and sometimes is more of a hindrance than help.


      Hi Danny - reconnected and hard wired to one of the speakers but seem to still be getting some drop out. 
       

      Another diagnostic number in case they look here. 

       

      165742553

       

      JoakimS
      Lyricist I
      November 22, 2019

      I have one Ikea Symfonisk wired to my network and another one wireless in SonosNet. 

      Very often the wireless speaker is dropping out. Spotify plays part of the song and then sometimes skips to the next or stops. Streaming radio jump back several hours in time. This happens several times a day.

      SonosNet is not on the same channel as my WiFi.

      I have a diagnostic number from when the radio skipped back in time: 1692745839

      Cali Person
      Trending Lyricist I
      February 27, 2020

      Before you try to fix the wireless issue, try the wired, closed network if you can. All you need to do is simply wiring any of your Sonos products to your router, and your system will switch over automatically. You will need to keep one of your Sonos products wired to your router permanently in this configuration. Your easiest solution to wireless issues may be to switch to the wired network!

      Paul0270
      Lyricist I
      March 27, 2020

      e5227444-2179-43db-80ef-9baf296c5500.png

      Hi there. Sonos app no longer appears on Spotify. Both apps are updated and Spotify reconnected to Sonos and both devices are on the same Wifi network but still no change. I have submitted a diagnostic number 895071422. Any ideas?


      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.

       

       

      Ghmd_S
      Lyricist I
      April 17, 2020

      When I add a song to the queue in Apple Music when using Airplay 2 the music cuts out for a second before playing again. Happened on my Amp and the Sonos One’s (in stereo). It does not happen when using Spotify on Airplay 2 (making it Apple Music specific) And it does not happen when streaming to my Apple TV from the same sources (making it Sonos specific).
       

      My diagnostics: 669892687
      I just added a song to the queue a second before sending the diagnostics. So if the reason why it happened is in there it should be easy to find.

      Anonymous
      April 17, 2020

      Hi @Ghmd_S.

      I have taken a look at your diagnostic report and I do see discarded packets of information coming from Airplay 2. This usually indicates that Sonos is not receiving a reliable line of communication from the music source via Airplay 2.

      You have said that this happens when you add the music to your queue with Airplay 2. Are you adding the music to your Apple Music app, then casting the music via Airplay 2?

      Ghmd_S
      Lyricist I
      April 17, 2020

      Hi @Ghmd_S.

      I have taken a look at your diagnostic report and I do see discarded packets of information coming from Airplay 2. This usually indicates that Sonos is not receiving a reliable line of communication from the music source via Airplay 2.

      You have said that this happens when you add the music to your queue with Airplay 2. Are you adding the music to your Apple Music app, then casting the music via Airplay 2?

      Correct. I am using the Apple music app on iOS. And casting through AirPlay 2 to a Sonos Speaker or Amp.

      it happens very predictable when adding a song or album to the que. it’s not random. I have no problems with streaming in any way. Besides this and  sometimes the second Sonos One comes in a little behind the first one (in a stereo setup).

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