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

A

Adamstv

Lyricist I

Music was just cutting out then intermittently starting again. However I turned the system off and found my kitchen Sonos was not on my list of Sonos players and I had not deleted it so reset up and so far everything is now working ok. System has been playing up for a few weeks and this is not what I expect of a Sonos system. Very frustrating

G

Greenhouse shop t

Lyricist I

Can't tell if my issue is sonos related or Amazon echo randomly ducking my sonos. I have 5 echo s that will duck the sonos when being used, but when I'm listening in bed at night (no one else in the house) my sonos randomly quiets. Diagnostic 8142623

Airgetlam

I've noticed a similar issue the last 48 hours. Usually, I've attributed this to the TV triggering one of my Echo devices, but I know for a fact last night the TV wasn't on, I was just listening to music in the kitchen. And it was instrumental, so there was no "voice" that could have said something that remotely sounded like the trigger word. Next time that happens, I'll do a diagnostic as well, but I'm guessing that the data that's necessary may not be in Sonos' files, but in Amazon's, since it's their software that's triggering the ducking feature.

Thanks for the post. I'd brushed it off last night as being a 'weird' thing. But now you've got me thinking 🙂

Bruce

R3SKT

Avid Contributor I

I've noticed a similar issue the last 48 hours. Usually, I've attributed this to the TV triggering one of my Echo devices, but I know for a fact last night the TV wasn't on, I was just listening to music in the kitchen. And it was instrumental, so there was no "voice" that could have said something that remotely sounded like the trigger word. Next time that happens, I'll do a diagnostic as well, but I'm guessing that the data that's necessary may not be in Sonos' files, but in Amazon's, since it's their software that's triggering the ducking feature.

Thanks for the post. I'd brushed it off last night as being a 'weird' thing. But now you've got me thinking :)

Intrigued to know what "ducking" is? Not having used an Echo or similar, where does the term ducking come into it?

Stevie T. - 7 Play1, 3 Play5, 2 Playbase, 1 Move and 1 Mothership of a SUB!

jgatie

Intrigued to know what "ducking" is? Not having used an Echo or similar, where does the term ducking come into it?

Ducking is the feature that lowers the volume on Sonos speakers when the Alexa wake word is said. It allows the Alexa device to hear clearly. At this time, all Sonos speakers across your system will duck, which is not optimal. It is hoped that new functionality that allows you to assign a default Sonos speaker to an Echo will make only that Sonos duck, and Sonos said they are working on this.

R3SKT

Avid Contributor I

I think I will "wait" before introducing Alexa to our Sonos household in that case .... I can see myself getting seriously agitated if ducking were happening around me 🙂

Stevie T. - 7 Play1, 3 Play5, 2 Playbase, 1 Move and 1 Mothership of a SUB!

Airgetlam

Heh. In a single person household, it doesn't really bother me. But I can see the frustration that some are having with it. If I had a daughter who was chatty with Alexa, while I'm listening to music in my den, it would make me batty, too. Well, more batty than I already am.

Bruce

J

Jon Vanden Belt

Contributor I

I have multiple sonos devices when they are grouped some will randomly fade in and out, music playback will either stop or skip to the next song but they work fine when not grouped.

Diganostic: 8167362

M

mickgoneill

Lyricist I

No problems with Sonos until most recent update! Now nothing but issues...

N

NOSEY

Lyricist I

Hi,

I have been experiencing dropouts on my sonos system so I have changed a couple of things:
1. Adjusted the Wireless Channel for 2.4 and 5ghz for the main router - (11 and 36 respectively)
2. Moved any other wireless device (thermostat, telephone etc) away from the router
3. I have a 15Mb download so i dont think it is that

I still got some dropouts so I have now added a boost to the set-up (This is now configured for Channel 1) and all seemed fine for a few hours but then i started getting dropouts again.

Everything is updated to the latest versions, I have two play1 and a play5.

Would someone be able to take a look at the diagnostic and recommend any other actions that i might be able to take.

Diagnostic number is: 8192808

Thanks very much in anticipation :D

Chris

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