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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

    Show previous replies
    Jeff S
    Jeff S
    Retired Sonos Staff
    April 1, 2019
    All speakers cutting out diagnostic # 903347808

    Hi there,

    I don't see any playback errors in your diagnostic report. Please run through the steps in this guide, which covers the most common causes. If that doesn't help, please reach out to our phone team.
    Help others find useful content by clicking the like button and selecting the best answer to your question.
    Jeff S
    Jeff S
    Retired Sonos Staff
    April 1, 2019
    All speakers also cutting out and skipping music constantly. Diagnostic #1308495905

    It looks like your speakers are losing connection to your wireless network from time to time. This is likely due to interference from your guest network, which is running on the same wireless channel as your main network. Try changing the guest network's wireless channel to 1 or 11 and see if that helps.
    Help others find useful content by clicking the like button and selecting the best answer to your question.
    One80Salon
    Lyricist I
    April 2, 2019
    Having the same issue, hoping to get some help. Reference ID:
    566199308
    Annie Syspex
    Lyricist I
    April 3, 2019
    We are having the same issue. Refer to diagnostic number 382995637, kindly advise.
    Annie Syspex
    Lyricist I
    April 5, 2019
    Players are cutting out. It is not functioning properly for almost one month. Refer to our diagnostic number 382995637,
    troberts618
    Lyricist I
    April 6, 2019
    I had the same problem and it was severe on speakers connected to a Beam. I connected the Beam to my TVs HDMI ARC port and setup 2 Play 1s. The Play 1s were intermittent when watching TV and perfect when listening to music via the Sonos app. I ditched the HDMI ARC and went optical audio and it fixed the cutting out issue. I hope this helps.
    Edammer
    Lyricist III
    April 8, 2019
    Similar issue, radio cutting out.
    1553646887

    Would be good if we could get access to the info as well?
    Emilypoie
    Lyricist I
    April 10, 2019
    967238623 - Sound goes in and out
    trevormc
    Contributor I
    April 11, 2019
    Having cutout issues, installed a boost and have tried changing SonosNET channels. Still cutting out.

    Diagnostic # 1987328871
    Jeff S
    Jeff S
    Retired Sonos Staff
    April 11, 2019
    Having the same issue, hoping to get some help. Reference ID:
    566199308

    Thanks for the report. There's quite a bit of wireless latency in the communication between your Sonos units. This is most often caused by wireless interference. Please make sure your Bridge is not too close to your router, or any other wireless electronics. It may also help to change the wireless channel your Sonos system is using.
    Help others find useful content by clicking the like button and selecting the best answer to your question.
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