Keeps cutting out

Diagnostic report: 1962036361

My beam has started to play up again. Keeps on cutting out when listening to music through iPad and also through the record player. I had the same issues a while back and thought I’d fixed it. I’d moved the router away and set it to a wireless setup and changed the channel to 11. 
 

Any help would be appreciated

Thanks

Brendan

Hi @bminno9, thank you for reaching back to the Sonos community. I  appreciate you for describing the issue and for providing the diagnostic. Let me check it for you.

Looking at the diagnostic, an audio dropout due to sync errors and was detected in your Sonos system.

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

1. Do you experience the same on other music services?
2. On which speaker do you experience the issue? All or specific? 
3. Do you experience the same if you play music directly from the Music service app? AirPlay?

Let me suggest the next troubleshooting and see if it works for you.

1. If you have access to your router settings, below are the settings that need to be verified. You can contact your Interner Service Provider or router manufacturer for assistance.
   • The auto channel must be set to Off
   • Choose the best non-overlapping channel (1,6,11)
   • Set channel bandwidth to 20MHz
   • Both 2.4GHz and 5GHz should be enabled
   • UPnP should be enabled
   • 802.11 bands should be set to b/g/n
   • Airtime Fairness should be disabled (if applicable)
2. Identify devices that may be causing the interference
   • Move away from the devices from your Sonos speakers or turn them off. Check Sonos if there's an improvement with the performance.
3. Hardwire one of your speakers to the router and re-check Sonos’ performance.
4. Relocate the affected speaker(s) to determine if it is a wireless range issue.

Let us know how you get on with the advice above and submit another diagnostic report for us to check. Just include the confirmation number in your response so that we can look up the information.

If you have any questions about this. We and the community are always here to help.

I have 2 wall speakers, and they are connected with to the Sonos Amp. I have them hard wired into a switch that goes into the router. The sound cuts out every few minutes for 2 seconds. I tried wireless and hard wired. Any Ideas? Here is my diagnostic code: 142509174

Hi @sollason7`, thank you for reaching out to the Sonos community and for submitting the diagnostic. Let me help you with this. 

Upon checking the report, there’s no issue found in your Sonos system that might be causing the audio to stop or skip. Let me suggest the next troubleshooting and see if it works for you. 

• Change the wireless channel on the Sonos app
  • In the Sonos app > Settings > System > Network > SonosNet Channel > Change the wireless > Set it to channel 6
  • Re-check Sonos' performance.
• Identify devices that may be causing the interference
  • Move away from the devices from your Sonos speakers or turn them off. Check Sonos if there's an improvement with the performance.
  • Relocate the affected speaker(s) to determine if it is a wireless range issue.

After performing the steps above and you're still experiencing the same problem, please contact our Sonos Customer Care support to perform in-depth troubleshooting and understand your full network setup. Our phone support has the tools to check what's going on in your system and to remotely access your device to address the issue. Please feel free to reach out in the future if you have any other questions. You're always welcome here.

Hi @Rowena B.,

Our system is also cutting out quite frequently. It’s only our Sonos Connect (S2) called “Stue”. I’ve submitted diagnostic #1807649770.

Our Ubiquiti Unifi setup claims that the Wifi connection to that particular device (and the others for that matter) is perfectly fine and stable.

Let me know if there’s anything I can change based on the diagnostic data.

A little update on this: it seems to happen on my other Sonos devices too, which are Sonos One. It seems to only happen using Spotify though, and I haven’t seen it happen with Radio.net for example. 

@sofiebreyen

Maybe your Sonos devices are exposed to wifi interference, as also suggested by @Rowena B. You can find more info here.

Same issue. One speaker (Beam) keeps cutting out while everything else plays fine.

Diagnostic code: 1236765729

Hi @jfrydesign, 

Thank you for reaching out to the Sonos community and for letting us know about your concern.

Upon checking the diagnostic, there's an interference in your wireless network that may be caused by wireless congestion or low wireless range and detected an audio dropout in your due to sync errors.

Let me suggest the common fixes for audio interruptions while playing from a music service on Sonos. If you are listening to a different source, see our other audio troubleshooting articles for more help.

1. Sequential reboot to refresh your network and all your Sonos devices connection.
   • 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.
   • Test playback from your Apple music and observe.
2. If you have access to your router settings, below are the settings that need to be verified. You can contact your Interner Service Provider or router manufacturer for assistance.
   • The auto channel must be set to Off
   • Choose the best non-overlapping channel (1,6,11)
   • Set channel bandwidth to 20MHz
   • Both 2.4GHz and 5GHz should be enabled
   • UPnP should be enabled
   • 802.11 bands should be set to b/g/n
   • Airtime Fairness should be disabled (if applicable)
      

After performing the steps above and you're still experiencing the same problem, I recommend contacting our Sonos Customer Care support to perform in-depth troubleshooting and understand your full network setup. Our phone support has the tools to check what's going on in your system and to remotely access your device to provide the best option for you. Please feel free to reach out in the future if you have any other questions. You're always welcome here.

Sound keeps cutting out on Apple TV. It now shows that it is connected to the Sonos on airplay but no sound. Diagnostic number 1514259681