Contributor I

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Playbase Sound cutting out

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Hi,

Ive started getting issues today where my Sonos Playbase is dropping out of sound for about 30 seconds before starting again. I have restarted Wi-fi and have the Playbase wired to my router but still getting these dropouts. The Playbase has a white light flashing while the sound drops out. I’ve also noticed when I change channel on Sky the sound drops and when I pause and start again the sound drops and white light starts flashing. I’ve also noticed if I unplug the Playbase from the router my app can’t find it, it only displays in app when hard wired. No idea what’s going on, I’ve submitted a diagnostic report 40417093, please could someone take a look? Many thanks

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Corry PAnswer

Sonos Staff

Hi @tomcress2000

Welcome to the Sonos Community!

Are you still having this problem? A Sonos product flashing white spontaneously indicates a reboot which should not be happening (flashing white after you press a button or give a voice command is normal).

As this is happening, the issue has nothing to do with your network or TV. Your diagnostics (thanks) indicate an abnormally high boot count since the last time the Playbase was reset (prior to the reset last month).

I recommend you get in touch with our technical support team, who will look into your options for you.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

G

GuitarSuperstar

Lead Maestro

What router are you using? Have you tried changing the wireless channel on your router or (when wired) changing the SonosNet channel in the Sonos app?

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"Receive with simplicity everything that happens to you." - Rashi

T

tomcress2000Author

Contributor I

Hi, My router is Bt. I’ve factory reset Playbase and still experiencing same issues. Managed to re add it to Wi-fi but still drops in and out. When it seems stable I then try play a song from the app it happens again.

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GuitarSuperstar

Lead Maestro

Did you try changing the wireless channel on your router? https://support.sonos.com/s/article/4769?language=en_US

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"Receive with simplicity everything that happens to you." - Rashi

T

tomcress2000Author

Contributor I

Thanks I’ve tried changing channel on Wi-fi and when Sonos hardwired and changing the Sonos channel

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Corry PAnswer

Sonos Staff

Hi @tomcress2000

Welcome to the Sonos Community!

Are you still having this problem? A Sonos product flashing white spontaneously indicates a reboot which should not be happening (flashing white after you press a button or give a voice command is normal).

As this is happening, the issue has nothing to do with your network or TV. Your diagnostics (thanks) indicate an abnormally high boot count since the last time the Playbase was reset (prior to the reset last month).

I recommend you get in touch with our technical support team, who will look into your options for you.

Translate

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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