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RustiCofred
Contributor I
August 31, 2018
Answered

Keeps cutting out

  • August 31, 2018
  • 178 replies
  • 117810 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
    Kennethyimhomes
    Lyricist II
    August 25, 2019
    I’ve been having the same issues and it’s been happening over the last couple of weeks. Im also using Google Wifi with Sonos.
    kevincabritit
    Lyricist II
    August 27, 2019
    Its happening in the office with Spotify throughout the day.
    ID: 578437311
    Kennethyimhomes
    Lyricist II
    August 27, 2019
    Its happening in the office with Spotify throughout the day.
    ID: 578437311

    I assume you are not using Google Wifi at the office?
    kevincabritit
    Lyricist II
    August 27, 2019

    Its happening in the office with Spotify throughout the day.
    ID: 578437311    I assume you are not using Google Wifi at the office?
    nope. Just regular Wifi using unifi routers
    Kennethyimhomes
    Lyricist II
    August 27, 2019


    Its happening in the office with Spotify throughout the day.
    ID: 578437311    I assume you are not using Google Wifi at the office?    nope. Just regular Wifi using unifi routers

    Thank you. Good to know. Must be something on Sonos end.
    Jeff S
    Jeff S
    Retired Sonos Staff
    August 27, 2019
    I’ve been having the same issues and it’s been happening over the last couple of weeks. Im also using Google Wifi with Sonos.

    Hi there,

    When using Sonos on mesh networks like Google Wifi, it's helpful to make sure all of your wireless access points are running on the same wireless channel. When they are on different channels, it can make it hard for your speakers to stay in sync. Another option is to set your Sonos system up in the mesh configuration by wiring one speaker or Boost into your Google Wifi hub. This gives the Sonos system its own network and channel that you can separate from the Google Wifi channels. We recommend using channels 1, 6 and 11 as they do not overlap.

    If that doesn't help, submit a diagnostic report and reply here with the confirmation number.
    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
      August 27, 2019
      Its happening in the office with Spotify throughout the day.
      ID: 578437311

      Thanks for sending in the report. Your Sonos speakers are losing connection to your wireless network frequently. This is likely the reason your music cuts out. You have a couple different wireless access points which are running on different wireless channels. See if you can get them all set to channel 1, which looks to be the best in your area.

      Alternately, you can wire one of your speakers, or a Boost, in to your main router, switching your Sonos system to a mesh network setup. You can adjust the wireless channel for your Sonos system to 1 if any issues continue.
      Help others find useful content by clicking the like button and selecting the best answer to your question.
      kevincabritit
      Lyricist II
      August 27, 2019

      Its happening in the office with Spotify throughout the day.
      ID: 578437311      Thanks for sending in the report. Your Sonos speakers are losing connection to your wireless network frequently. This is likely the reason your music cuts out. You have a couple different wireless access points which are running on different wireless channels. See if you can get them all set to channel 1, which looks to be the best in your area.

      Alternately, you can wire one of your speakers, or a Boost, in to your main router, switching your Sonos system to a mesh network setup. You can adjust the wireless channel for your Sonos system to 1 if any issues continue.
      thanks i will contact the network admin to see what they can do.
      Kennethyimhomes
      Lyricist II
      August 28, 2019

      I’ve been having the same issues and it’s been happening over the last couple of weeks. Im also using Google Wifi with Sonos.Hi there,

      When using Sonos on mesh networks like Google Wifi, it's helpful to make sure all of your wireless access points are running on the same wireless channel. When they are on different channels, it can make it hard for your speakers to stay in sync. Another option is to set your Sonos system up in the mesh configuration by wiring one speaker or Boost into your Google Wifi hub. This gives the Sonos system its own network and channel that you can separate from the Google Wifi channels. We recommend using channels 1, 6 and 11 as they do not overlap.

      If that doesn't help, submit a diagnostic report and reply here with the confirmation number.



      Jeff, you rock! THIS FIXED IT!

      That totally explains it too! I didn’t have to manually change the channels on Google Wifi (not even sure if you can), all I had to do was plug in a network cable to one of the Google Wifi access points to the Sonos, and now it’s responsive again and doesn’t cut out. Thanks for your explanation, it would have driven me mad not knowing why.
      kevincabritit
      Lyricist II
      August 30, 2019
      We ended up just wiring the sonos to the main switch and havent had any dropouts so far.

      We suspect it was the WAPs havent different channels.

      Thanks to everyone help.
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