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RustiCofred
Contributor I
August 31, 2018
Answered

Keeps cutting out

  • August 31, 2018
  • 178 replies
  • 117807 views
How can I stop this. Bought $6,000 worth of gear and not working properly.
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    Best answer by Jeff S
    Hi folks,

    If you're getting audio interruptions, please follow the steps found in this guide, which covers the most common causes. If that doesn't help, please reach out to our phone team who can troubleshoot the issue live.

    Moderator note: Audio interruptions are often caused by WiFi interference. If you are still having issues, please start a new topic with the following information:

    • What devices do you have?
    • Has anything changed on the network?
    • Which service(s) are you trying to listen to?
    • Is the behaviour always the same?
    • Can you recreate it with ease, or is it random?
    

    Alternatively, you may wish to contact us via another support channel.

    178 replies

    jgatie
    jgatie
    August 31, 2018
    Next time it happens, submit a diagnostic and post the reference number here. A Sonos rep will take it from there.
    RustiCofredAuthor
    Contributor I
    August 31, 2018
    74256259
    Jeff S
    Jeff S
    Retired Sonos Staff
    August 31, 2018
    74256259

    Thanks for sending in the report. It looks like you have a few wireless access points which are running on different wireless channels. This is making it hard for you Sonos units to stay connected, which is likely why the audio is cutting out. Please try changing your wireless access points over to wireless channel 11 and see if that helps.

    Also, with mesh systems like your Ubiquiti system it is often best to switch the Sonos system over to a Boost setup by wiring in one of your Sonos units to your main router. This puts the Sonos system on its own wireless network and can help with stability. If it's not convenient to wire in one of your speakers due to location, a Boost is a great way to provide that wired connection.
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    Mgalis
    Lyricist I
    August 31, 2018
    Why is this happing all the sudden?!! I can't even make it through one song.

    My diagnostic confirmation number is: 1463559323.
    Jeff S
    Jeff S
    Retired Sonos Staff
    August 31, 2018
    Why is this happing all the sudden?!! I can't even make it through one song.

    My diagnostic confirmation number is: 1463559323.

    There are some wireless communication errors showing up between your Sonos units. This is most often caused by wireless interference, and is likely the reason for the cutting out. Please try changing the wireless channel your Sonos system is using.

    It may also help to look around and in between your Sonos units for any third party wireless electronics which could be causing interference. Common sources include cordless phone bases, wireless cameras, wireless baby monitors and wireless printers.
    Help others find useful content by clicking the like button and selecting the best answer to your question.
      Embattle
      Contributor I
      September 1, 2018
      Personally my two rear speakers have got a lot worse recently, I do use a Sonos Boost as well although I need to wait to see if this is a problem with streaming from an external service once my NAS returns.
      Stanley_4
      Stanley_4
      Grand Maestro
      September 1, 2018
      Have you looked at your Network Matrix? http://your-ip-here:1400/support/review
      westferryblue
      Trending Lyricist I
      September 1, 2018
      Strange isn’t it that it’s always something or someone else other than a glitch in the Sonos apps ... honesty would go a long way ...
        Airgetlam
        Airgetlam
        September 1, 2018
        And yet, most of us who answer a lot of questions here are quick to point out when it is indeed a known bug in the Sonos software, such as the current issue with iOS and the lock screen causing skipping. So, yes, it’s strange.
        Bruce
          Stanley_4
          Stanley_4
          Grand Maestro
          September 1, 2018
          Sonos is pretty good about admitting to bugs too, it does take them a while sometimes as they seem to like to be very sure it is a Sonos problem and not something not under their control.

          If you have a problem submit a diagnostic, tell Sonos the ID number, here, twitter, facebook or by phone and see what they say. If nothing else your diagnostic adds to the evidence that it is becoming a common problem and a fix should be prioritized.
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