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Best answer by Rowena B.

Hi @Drewzer4455, 

Thanks for your response and for submitting the diagnostic. Let me help you with this.

Based on the report, an audio dropout was detected in your due to sync errors, an audio playback failure in your Sonos system, the Family room with your rear speakers is showing as a dropped room. Also, a potentially bad Ethernet cable detected on your Family Room Connect Amp. Your Sonos speakers not only communicate with your network, but they also communicate with other speakers. 

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

  1. 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.
    • Check the status lights on your Sonos speakers, they should have solid white light an indicator that your Sonos is connected.
  2. Change the wireless channel on the Sonos app
    • Settings > System > Network > Networks > SonosNet Channel > Set it to 1
    • Observe your Sonos system performance.
  3. 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)

If there's no improvement with your Sonos system, it would be best for you to continue working with us over the phone to expedite the process.  I recommend contacting our phone support with your full network setup including the make and model of each device and for more in-depth troubleshooting steps.

Please let me know if you have any further questions or concerns, we'll be glad to assist you.
 

13 replies

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controlav
controlav
Lead Maestro
February 4, 2021

There’s a 15-second timeout on any queue loading operation. If the playlist is long, or the service is slow, this limit could be exceeded.

Hi Ratty,

The operation to add to queue on my device is more like 5 seconds before it gives the error. This is from pressing play to receiving the error.


There could be a size limitation of the playlist xml itself, as well as the timeout. Can you try 2499 and 2501 items? If it fails exactly at 2500 then it might just be a hard item count limit.

Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.
JasonSStein
Lyricist I
February 11, 2021

I have a library of almost 4,000 songs and think I found a solution. I had a Spotify Playlist of all my liked songs. In the Sonos app, i used the option to take that Playlist and "Make a Sonos Playlist". Now that it's a Sonos Playlist vs a Spotify Playlist, I no longer receive that error message. Give it a shot

Sancezzio
Enthusiast II
February 12, 2021

I have a library of almost 4,000 songs and think I found a solution. I had a Spotify Playlist of all my liked songs. In the Sonos app, i used the option to take that Playlist and "Make a Sonos Playlist". Now that it's a Sonos Playlist vs a Spotify Playlist, I no longer receive that error message. Give it a shot

Thanks for your reply.

I have tried long pressing, add to my Sonos, then once that appears on the home page adding to a Sonos playlist then making a new playlist. I then get an error of unable to add all songs unfortunately!

At present I am using Spotify to cast to my Sonos anyway because of an unrelated issue with last.fm scrobbling, but if that is ever resolved I'd rather be using the Sonos app

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