Contributor I

Answered

Keeps cutting out

Forum|Forum|8 years ago
August 31, 2018
178 replies
117807 views

How can I stop this. Bought $6,000 worth of gear and not working properly.

Cutting out

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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.

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eh.09

Lyricist I

987400456

Kyle A

Retired Sonos Staff

Hi @eh.09, thank you for reaching out and welcome to the community.

I would like to know, do you need assistance? do you have the same issue as OP?

Please elaborate on the issue you’re having.

I have checked the number, the diagnostic is showing wireless interference; are you having playback issues?

I look forward to your reply.

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eh.09

Lyricist I

Hi @Kyle A

yes my music keeps cutting out. Sometimes for a few seconds sometimes more (15+ seconds)

please let me know how I can fix this!

thanks for your help

Eric

Kyle A

Retired Sonos Staff

Hi @eh.09, thank you for the clarification.

I checked the diagnostic, the speakers have reported a wireless interference.

To reduce wireless interference, here’s a link to the article.

It will have pointers and tips on wireless interference.

While you’re checking the article, I would like to check your Network setup for any known issues.

Please provide the model of the network devices creating your network; router, switches, mesh networks, and the like.

I also would like to know how far away the speakers are from the Wifi router; as this has a factor in the investigation.

Update us with your findings.

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D

DCNemesis

Contributor I

hi fam,

Play 5 on wifi often has issues "picking up" first connection attempts from spotify. Also has problem maintaining a connection to TuneIn Radio, until somehow suddenly it doesn't.

838326355

Google mesh wifi, pretty frequent connextion frustrations both before and after recent software update.

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eh.09

Lyricist I

Hi @Kyle A

I changed my modem’s 2.4 GHz channel from AUTO to channel 11. It seems to have fixed the issue.

Thanks for your help :)

Eric

Kyle A

Retired Sonos Staff

Hi @eh.09, thank you for the update and @DCNemesis, welcome to the community.

@eh.09, I’m glad to hear that the Sonos system is now working.

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

@DCNemesis, the Play:5 is reporting “not enough bandwidth”. I would like you to take a speed test with Speedtest.net and post your results here.

Next, we would need to check for wireless interference; as I can see the Sonos speakers are using the Wifi network.

You could also try to wire a Sonos speaker to the Google main hub if there’s one Sonos speaker nearby it.

This will create SonosNet for the other Speakers. SonosNet behaves similarly to a Mesh system and only our speaker can connect to it.

Update us with your findings.

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D

DCNemesis

Contributor I

Hi @Kyle A , thanks for the response.

Speedtest results (on wifi): 232 down, 11 up, 15ms ping. I don’t think that my connection is the issue

https://www.speedtest.net/result/9936342002

I don’t expect that there’s any wireless interference, as the Play 5 (speaker I have the most trouble with) is about 10 feel down an open hallway from the nearest Google Wifi (the hub), about 10 feet closer than the Playbar, Play 1s, and sub which are around the corner and in the other direction.

I haven’t changed the position of any devices or otherwise changed our setup in years.

I just finished hardwiring the Playbar to the network a minute ago, but I can’t seem to find any indication within the app confirming that the system is on SonosNet.

I’ve been running TuneIn radio on the Play5, which is the combo that gives me the most trouble. So far, so good. I’ll keep trying it daily and come back if I have further issues.

New Diag: 560647769

Kyle A

Retired Sonos Staff

Hi @DCNemesis, thank you for the update and sorry for the late response.

The speed test is good, I checked the diagnostic; the Sonos system is using SonosNet.

You can see this indication in the Setting > System > About my system. You’ll see WM:0 on the device’s information

WM:0 SonosNet, WM:1 WIfi connection, and WM:2 for Home Theater Satellites connected to the Soundbar.

I’m glad it’s working and yes, update us or reach out if you’re still having issues. The community is here to help.

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D

DCNemesis

Contributor I

Hi @Kyle A

I'm having problems once again with connection from Spotify, both originating from the Spotify app and within the Sonos app.

From within Spotify, connection to my Sonos speakers gets stuck at "connecting..." and eventually just times out.

I open Sonos and it sees the song playing on Spotify, but doesn't appear to be playing in the Sonos UI. Clicking to play within Sonos is unresponsive, no file plays at all.

Current diag: 31171342

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