Sonos Employee

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

Forum|Forum|9 years ago
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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Show previous replies

P

peter25

Lyricist III

Was able to fix the upgrade issue by resetting the bridge and reassigning a new IP to the bridge. No drops so far.

S

shoelace

Lyricist I

Hi Sonos Support,

Running a Play 1, Play 3 and Play 5 connecting to digitally imported premium over tune in. I get frequent cut outs that last anywhere from 1s to a few seconds. Other streaming music to all sonos equipment is ok (via Apple Music for example). It would indicate something with tunein? However I am listening to di.fm direct from their site (as a premium member) as well as adding the station to iTunes and listening through there via my laptop. Never a drop.

Submitted 8120013. Would like some help if you can!

Thanks.

S

Spotjam

Lyricist I

Diagnostic submitted (8121997). Speakers keep dropping. Happens to all speakers at different times. Put Boost on Channel 1 and moved everything else to 6 and higher but still seeing issue. Power cycled all devices, latest version software. Really frustrating.

R

rubeo

Avid Contributor III

I have been experiencing constant dropouts since the last software update. I do not have wireless issues with any of my other wireless clients - even those streaming UHD and HD video. I also didn’t have any of these problems prior to the aforementioned update.

Really nice timing guys. You’ve definitely left a bad impression with my out-of-town guests this holiday weekend.

Diagnostic number: 8122644

A

Andyswarbs

Avid Contributor I

Connection problems which appear suddenly are often caused by network problems, not Sonos problems. The typical cause is duplicate IP addresses. These often show up after an update or power outage because a reboot requires the device to request a new IP, and the router, having lost track of current IP assignments, issues a new IP that is in use by another device. To cure this, do the following:

Reboot/power cycle your devices in the following order:

Modem
Router
Switches or hubs
Wired Sonos units
Wireless Sonos units
Computers/printers
Wireless devices - phones/tablets etc.

Allow each device to come back up before proceeding to the next. Note that you can permanently prevent duplicate IP addresses by assigning an IP to each device's MAC address in the router setup. See your router manual for details.

Been there, done that, got the T-shirt. Still my sonos groups/ungroups or loses/gains speakers almost every minute.

A

Andyswarbs

Avid Contributor I

For anyone interested. I started my own thread https://en.community.sonos.com/troubleshooting-228999/8-2-drops-room-group-daily-6794659/

It seems that I am talking to myself. My current system is so unstable I cannot play anything for more than a minute. All my play speakers are on fixed IPs btw.

S

Sanchezmo

Lyricist I

Hi, Having issues with tracks skipping and going in and out. We are using 3 Google Wifi routers and have 4 total Sonos speakers. Please let me know what I might do to fix it. The diagnostic number is 8129370. Thanks!

I

iuk

Lyricist I

Hi,

I have a Play:5 and two Play:1 distributed in three different rooms. Sound is periodically cutting out and sometimes the players disappear from my app. Play:5 is connected via Ethernet cable, while the Play:1 rely on WiFi.

I initially thought about wireless covereage and tried use both my home WiFi on different channels and the Sonos WiFi network from the player connected to Ethernet with no appreciable difference.

Moreover, lately even the player connected via ethernet started cutting out and disappearing. Sonetimes this player is not visible in the list, while the other players, which currently rely on the Sonos WiFi broadcasted by this device, are reachable

Diagnostic 8131990 sent.

Thanks
Gianluca

A

Adamstv

Lyricist I

Diagnostic report number 8135208

C

camillo777

Headliner I

My Diagnostic number 8135374
Using with Spotify app on android

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