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

Yes, that would be my recommendation.

But if those two actions didn't resolve the disconnects, then indeed I'm not sure I know what is causing it. Posting that diagnostic is a great step in getting Sonos to look at data in the log files that I don't have access to, and hopefully point them to figuring out what's going on.

I don't think you need to open up a new thread, but maybe if you haven't gotten a response in 48 hours, it might be worth it. On the other hand, it also might be wise to try one of their other forms of communication. Ah, good, you're here in the US. Take a look at http://www.sonos.com/en-us/contact/contact-options%23 , they have 24/7 support options, in addition to these boards, and they might be more synchronous 🙂

Yes, that would be my recommendation.

Thank you, I will reach out to Sonos. But first I will test with my new settings for a longer period to see how it goes and how often it happens. It's always been intermittent, even before buying a new router or changing any setting, so it takes time to judge if it's any better now.

Typically, it will work great for a few hours, and then it'll behave erratically for an hour. I really want to get to the bottom of this. I have invested a lot in these speakers and right now it leaves me with a feeling of unreliability. Not what I was hoping for.

Understood. Once you've got this taken care of, they'll be rock solid. Mine have been so for 4 or 5 years now, and I'm quite happy.

Be sure to run the diagnostic within 10 minutes of a disconnect, so that the data about it will be in the log files that get submitted to Sonos.

Best of luck!

I was having issues with Sirius and Amazon music cutting out, then the players disappearing. Taking the advice of others in here, over the weekend I did a full reboot of my network and assigned all my Sonos units reserved IPs in a grouped range. I also unhooked my Playbar from ethernet (coming via powerline adapter that was a holdover from before I bought a Boost that is plugged directly into my router) so I only have the Boost wired to the network.


So far, so good. No issues with service cutting out. I've also noticed that the sending audio from my Playbar to other Sonos units is clear without cutouts (something that did happen previously). So I can say that the dedicated IPs is a good idea (not sure if the extra unit connected via ethernet was an issue as well).

Hi. Ive recently started with this similar problem. Ever since i added spotify to my system. I have a bridge, a play 1 and a play 5 gen1. The players keep vanishing from my system. Once i manage to add them, after resetting them, i have to add all my favourites and library back in. Diagnostic 806
Thanks lee

Intermittently music has been cut off since version 8 of the controller app. Plus I have hot been able to upgrade the speakers to 8.2. The About My Sonos System states:
Controller: Version 8.2
Bridge: Version 8.0
Sonos Speaker: Version 8.1 (All 11 speakers)

Tried resetting the controller and bridge, but music still cuts off at times and can't upgrade the bridge and speakers.
Submitted a diagnostic, confirmation number 8101163.

What happens when you try to update the bridge? Is it connected to your router with an ethernet cable?

What happens when you try to update the bridge? Is it connected to your router with an ethernet cable?
The bridge is connected via Ethernet to my witeless router, and it will not update. I get the can not update error in the controller then the bridge resets, blinks orange for a few seconds then becomes discoverable again.

Sorry, is there a number associated with that error "can not update"?

If it's connected with an ethernet cable, I may be unable to help you. The only other suggestion I could have would be to try a different cable to the router, and the other port on the back of the bridge. But if it's not that, there's likely a hardware fault that might be seen by Sonos when they look at your diagnostic.

Rather than waiting for a response here, you might want to try one of the other methods of contacting them, as explained at https://www.sonos.com/contact

Hi All,
I have a problem with my setup. I have 2 Play5 and 1 Play3 speakers. Up until recently, everything worked. Now I can't get more than two speakers to work at the same time. I have removed the groups, redid them using different speakers to start with no effect. I have shutdown my entire network system, including shutting routers, APs, computers, etc. Powered everything back up in order - router first and out from that. Connected everything back and I still can't get more than two speakers to work at the same time. Software says they are all working but nothing out of the 3rd speaker. What can I do?