Keeps cutting out

The fact you have had the issue even before installing the google WiFi tends to infer it’s something else that’s causing you the dropout issues, but without knowledge of your network setup or access to diagnostics etc; it’s difficult to give you a definitive answer. It maybe best to give sonos support staff a call and troubleshoot with them over the phone. They have access to tools that may be able to diagnose the problem far more quickly than perhaps ‘toing & froing’ with various posts here.

Here is a LINK for you to contact Sonos Customer Care.

Hope you manage to get the matter resolved.👍

Hi @jsigritz85574, thank you for the update and @Alan_63, thank you for reaching out.

@jsigritz85574, I would agree with @Ken_Griffiths, It would be best for our Phone Support to troubleshoot this with you.

I would also suggest to preemptively map your network as our Phone Support would likely check this first.

The models of the devices, how everything is wired, how far the speakers from the Wifi source, and other network devices.

@Alan_63, I checked the diagnostic, I see a “not enough bandwidth” error on the pool speaker and it’s a group coordinator with living room and dining room.

When you say restart, did you also include your network?

If not, let’s try a sequential reboot. Reboot the network unplugging for 15 secs, then plugged back in, and let it boot up completely; before rebooting the Sonos speakers.

We would also need to check if the issue also happens during ungrouped music playback.

If you have other concerns, feel free to reach out.

1868439437
 

I have 2 rooms going at once, one is the living room tv setup. Only since updating to the S2 app, when I am trying to listen to music, but with the tv on mute, the whole system cuts out after about 3 minutes, and only the other speaker in the other room keeps going. 

Since Sonos released S2 nothing but trouble, App not finding speakers at all, or incredible slow (upto 10 sec) finding speakers, slow handling queues, slow manipulation volume. Compared to previous S1 the upgrade has only brought problems..’ nothing really changed, Sonos just upgrades speakers to new SonosNet2.

Recommend all, if u can do not upgrade and stay on S1 until this Company fixes the many bugs

Am I correct in that you can’t go back once you’ve upgraded?

Hi @Octane748, thank you for reaching out and welcome to the community.

I checked your diagnostic, I see the Play:5 as the group coordinator and reporting the audio drop out. 

I would like to know which room the audio cuts out during the music playback.

Try playing music without grouping them; does the audio drop still? If not, try selecting the living room first before grouping them.

For the downgrade question, although it is not recommended after upgrading to S2 firmware; you can revert to S1.

It would only need a Sonos speaker on the S1 firmware and factory resetting the upgraded speakers.

In your case, you can’t revert; all of the speakers you have are S2 compatible and on the S2 firmware.

for details, you can check under “is this process reversible?” on this article. Set up separate S1 and S2 Sonos systems.

Update us on how the troubleshooting goes.

Hi @Kyle A 

I have 2 ‘rooms’. One is ‘TV Room’ which is my surround sound and sub all run in my tv, but also used for music in the living room. 
Separately the other ‘room’ is ‘Play:5’ 

When my tv is turned on, even on mute, my new Sonos app since upgrading the other day, does not allow me to select ‘tv room’ only as you suggested. I can tap the radio button, but as soon as I hit done, it reverts to Play:5, even when I have unplugged the Play:5 from the wall socket. 
 

Tbe only way I can get music to come through my surround sounds system ‘TV room’ is to select both ‘rooms’ together, but after 2-3 minutes of playing music, the surround system reverts back to the sound of the TV, which as normal, is with the sound turned right down, therefore seeming to cut out. 
 

Because of this problem, the only way I can listen to music now in my TV room, is to turn the TV off which is not ideal because I like to be able to watch something, whilst playing music through the sound system. I’ve always been able to do it until I upgraded to S2. 
 

Hi @Octane748, thank you for the update.

Did you try ungrouping them? you do this by going the System tab (once called Rooms) click the group button, uncheck the other room, and then hit done.

You’ll see both rooms separated, now you can select the TV room.

Is the autoplay setting on in the Beam’s room settings? 

I suspect the Beam not receiving the audio from the Play:5 for a moment and since autoplay is on; it switches to TV;

because the Play:5 is the group coordinator in the diagnostic.

If not and you’re able to ungroup the rooms and unable to select the TV room.

I would suggest calling our Phone Support as they have an option to have a screen share and see what you see in the app.

If you have other concerns, feel free to reach out.

Finally found the very simple root cause of my Beam 1-2 second audio cutout issue. The hdmi cable was Bent too tight at the connection point into the Beam (bent more than the minimum bend radius for the cable).
 

The audio was cutting Out for a second or two and was happening every minute or two and I thought it was the TV’s issue. Using a 2019 Samsung The Frame. Hdmi port 3, rechecked the hdmi cable, power cycled the beam, then plugged the hdmi cable back into the beam and left it farther away from the wall to allow a larger bend radius and no tight 90 degree turn. Immediately fixed the issue. 

Hi @loveda4, welcome to the community.

I’m glad that it’s now working and thank you for sharing your discovery.

The HDMI contacts are probably being lifted from the contact of the Beam.

If you need further assistance, feel free to reach out.