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RustiCofred
Contributor I
August 31, 2018
Answered

Keeps cutting out

  • August 31, 2018
  • 178 replies
  • 117809 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 11, 2019
    We are having the same issue. Refer to diagnostic number 382995637, kindly advise.

    In your report I see that your Boost is having a hard time communicating wirelessly with your speakers. Please try changing the wireless channel your Sonos system is using. Also, make sure your Boost is not too close to any wireless electronics that could cause interference.
    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 11, 2019
    Similar issue, radio cutting out.
    1553646887

    Would be good if we could get access to the info as well?

    Hi there,

    The streaming audio isn't getting to your speakers fast enough. Due to the nature of this issue, I think it would be best to work with our phone team. Please give us a call, our number is found here.
    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 11, 2019
    967238623 - Sound goes in and out

    Hi Emilypoie,

    There are many wireless communication errors between your speakers. This is probably due to interference. Try changing the wireless channel your Sonos speakers are using. This can help reduce interference from nearby networks. Also, take a look around and in between your Sonos components for any third party electronics. Try moving anything your find near your speakers away, and see if that helps.
    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 11, 2019
    Having cutout issues, installed a boost and have tried changing SonosNET channels. Still cutting out.

    Diagnostic # 1987328871

    Thanks for the report. Your Sonos system is split into 2 setups, one on the Sonos mesh, the other connected to your Open Mesh system, which is running on 2 different wireless channels. All of these factors make it hard for your Sonos speakers to stay in sync.

    The speakers in the "Up" areas are connecting to your Open mesh system. I would recommend going into the Sonos app's settings menu, choosing advanced settings then wireless setup to find the option to reset your wireless credentials. This will clear the wireless login information and make the Sonos speakers connect through the Sonos mesh instead. Also, there's an elevated level of wireless noise showing up. It looks like there are a lot of networks nearby. Try keeping your Sonos system on channel 6, and your mesh system on channels 1 or 11.
    Help others find useful content by clicking the like button and selecting the best answer to your question.
    Jeff S
    Jeff SAnswer
    Retired Sonos Staff
    April 11, 2019
    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.
    Help others find useful content by clicking the like button and selecting the best answer to your question.
    faizal
    Lyricist I
    April 12, 2019
    So much cutting out on all speakers suddenly. System unusable! Diagnostic 212476280
    Jeff S
    Jeff S
    Retired Sonos Staff
    April 12, 2019
    So much cutting out on all speakers suddenly. System unusable! Diagnostic 212476280

    The streaming data isn't getting to the speakers fast enough. This is likely due to wireless interference from nearby networks running on the same channel as your own. Try changing your wireless network over to channel 11, which is less crowded.
    Help others find useful content by clicking the like button and selecting the best answer to your question.
    faizal
    Lyricist I
    April 12, 2019
    So much cutting out on all speakers suddenly. System unusable! Diagnostic 212476280

    The streaming data isn't getting to the speakers fast enough. This is likely due to wireless interference from nearby networks running on the same channel as your own. Try changing your wireless network over to channel 11, which is less crowded.

    The issue seems specific to the Sonos speakers. I just did a Google Wifi network test and the Sonos speakers are the only ones having issues. Why?

    Jeff S
    Jeff S
    Retired Sonos Staff
    April 12, 2019
    So much cutting out on all speakers suddenly. System unusable! Diagnostic 212476280

    The streaming data isn't getting to the speakers fast enough. This is likely due to wireless interference from nearby networks running on the same channel as your own. Try changing your wireless network over to channel 11, which is less crowded.

    The issue seems specific to the Sonos speakers. I just did a Google Wifi network test and the Sonos speakers are the only ones having issues. Why?



    It's hard to say without more in depth troubleshooting. I'd recommend giving us a call. Our phone team can take a deeper look at your network live. You can find our phone number and hours here.
    Help others find useful content by clicking the like button and selecting the best answer to your question.
      faizal
      Lyricist I
      April 12, 2019
      So much cutting out on all speakers suddenly. System unusable! Diagnostic 212476280

      The streaming data isn't getting to the speakers fast enough. This is likely due to wireless interference from nearby networks running on the same channel as your own. Try changing your wireless network over to channel 11, which is less crowded.

      The issue seems specific to the Sonos speakers. I just did a Google Wifi network test and the Sonos speakers are the only ones having issues. Why?



      It's hard to say without more in depth troubleshooting. I'd recommend giving us a call. Our phone team can take a deeper look at your network live. You can find our phone number and hours here.

      Thanks Jeff. I have a Google Wifi router which automatically scans for the least crowded channel every 5 minutes. I don't see a way to override that.

      I called the phone team and the wait time is over 30 minutes! Given the increased number of people complaining about this in the forum [and presumably by phone] is there not some fix Sonos can deploy? Just brainstorming while I spend the afternoon on hold... 😞
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