Keeps cutting out

Hi @DCNemesis, thank you for the update.

Since we are now having issues with the Spotify app as well.

We would need to restart the network, unplug the Network system for 20 seconds then plug them back in.

After the network has come back online, reboot the Sonos speakers.

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

hi @Kyle A 

restarted the network and rebooted the speakers, still unable to connect via Spotify from my Galaxy S10.

My wife is able to connect via her iPhone.

I’m guessing that I’ll need to delete sonos and/or spotify from my phone and try again.

Any chance you have other suggestions?

thanks!

Hi @DCNemesis, thank you for the update.

Yes, you could remove and read the Spotify account. 

Does your Wife use the same Spotify account with her iPhone?

if not, we would need to contact our Phone support as they have a test account for Spotify, which a screen share is required. 

This will allow us to isolate if the error is with the account itself.

1 800 680 2345 Monday to Friday from 10 am to 9 pm ET.

If she does use your Spotify account, we might have an issue with the Galaxy S10. If you haven’t tried yet; restart the Galaxy S10. 

Then check if you can access Spotify through the Spotify App after.

Update us with your findings.

928393154 diagnostic 

Hi @LINZ., welcome to the Sonos Community, and thank you for providing the diagnostic for us to check. Let me help you and figure out what's happening.

Upon checking, there's a communication problem between your Sonos speakers and your network. Your Sonos speakers have been up for 29 days. To address this, the next step is to perform a sequential reboot of your network devices, all your Sonos products, and force close mobile controllers to refresh the connection.

A sequential reboot means that we need to do this in order.

• Unplug your network devices (modem, router, any wireless access points on the network) from the power and wait for 60 full seconds before you plug it back in.
• Once the router is back online, unplug all your Sonos devices from the power. Please wait 15 seconds before you plug back them back in.
• Force close the Sonos app from your iOS or Android device.
• When the status light on your Sonos speakers are solid white, get back on the Sonos app and check if you're connected.

If after rebooting your network and Sonos devices and you're still experiencing the same, please submit a diagnostic report and post here the confirmation number. If you can let us the detail of your concern for us to understand what’s happening, that would be great. Also, kindly provide your full network setup including the make and model for each device to further assist you on this.

Let us know how you get on with the advice above. 

We have 2 speakers - sometimes one will drop out and sometimes both.

Diagnostic - 1729739496

Also having the same issue. I have to go back into the app and restart the playback. I have confirmed that the internet and wifi is not having an issue at the time of the interruption. Diagnostic report 1594855596

Hi folks,

@c.s and @dmcgruther, thank you for reaching out to us and welcome to the Sonos community. I appreciate you for sending the diagnostic reports and letting us know about your concern.  Let me help you and figure out what's happening.

Upon checking the diagnostics, I also see a communication problem between your Sonos speakers and your network.

First I'd like to isolate the issue so we can create a path towards resolution.

1. Any changes happened before this issue occur? Have you been experienced this issue since the first time you set it up?
2. I'd like to know if you already performed a sequential reboot with your network and Sonos devices?
3. Do you also experience the issue on a specific music service or on other music services?
4. Have you tried moving your speakers close to the router? Is there any improvement?
5. How about wiring your speakers directly to the router? Did you still experience the same issue?

If checking the inquiries above and you're still facing the same issue, please submit another diagnostic report to further check on this. 

We’ll wait for your reply.

1200905626
 

Sometimes the beam will get very quiet and sound muffled, as well as the SL’s will cut out, even the ones not connected to the beam. 

Hi @Emzs, thank you for your reply and for submitting the diagnostic. Let me check it for you.

Based on the diagnostic, there's interference in your wireless network that may be caused by wireless congestion. This is a network-related issue that is causing your Sonos system to experience audio cut outs.

Also, upon checking your Sonos system is already updated. You may just need to refresh the connection of your devices. Let me suggest the following basic troubleshooting to address your concern.

A sequential reboot means that we need to do this in order.
1. Unplug your network devices (modem, router, any wireless access points on the network) from the power and wait for 60 full seconds before you plug it back in.
2. Once the router is back online, unplug all your Sonos devices from the power. Please wait 15 seconds before you plug back them back in.
3. Force close the Sonos app from your iOS or Android device.
4. When the status light on your Sonos speakers are solid white, get back on the Sonos app and check if you're connected.
5. Play music from your music service to test.

After performing the steps above and you're still experiencing the same problem, hardwire one of your speakers to your router and observe your Sonos system. Please submit another diagnostic for us to check if the errors have been cleared out.

Please feel free to reach out in the future if you have any other questions.

You're always welcome here.