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Londo
Contributor I
Apr 13, 2021 5:35 PM UTC
Answered

Playbase sound cutting out intermittently when playing music from iMac

My Playbase sound will start and stop when playing music from my iMac.  It does not do this when playing the TV sound or the internet radio.  My Play 1 speakers do not have this issue - its just the the Playbase.  I did turn the power off and back on for the Playbase but that has not resolved it.  Any suggestions?

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Corry P
Corry PAnswer
Sonos Staff
Apr 19, 2021 11:02 AM UTC

Hi @Londo 

Are you still having this problem? If the steps suggested by @GuitarSuperstar haven’t helped, I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system.

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

GuitarSuperstar
Lead Maestro
Apr 13, 2021 5:39 PM UTC

Are you playing music to the Playbase through the Sonos Controller on your iMac or through AirPlay?

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"Receive with simplicity everything that happens to you." - Rashi
LondoAuthor
Contributor I
Apr 13, 2021 9:00 PM UTC

The Sonos Controller

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GuitarSuperstar
Lead Maestro
Apr 13, 2021 9:14 PM UTC

Can you connect any of your Sonos speakers directly to your router or network with an ethernet cable?

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"Receive with simplicity everything that happens to you." - Rashi
LondoAuthor
Contributor I
Apr 14, 2021 2:29 PM UTC

Yes - I can connect a Play 1 (if I can find a cable).

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    LondoAuthor
    Contributor I
    Apr 15, 2021 7:50 PM UTC

    However - its only the Playbase that is having the problem and I cannot connect an ethernet cable to that (too far away)

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    GuitarSuperstar
    Lead Maestro
    Apr 15, 2021 8:14 PM UTC

    You only need to connect one Sonos speaker directly to your router to create a SonosNet mesh network. In this situation, it doesn’t matter which speaker.

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    "Receive with simplicity everything that happens to you." - Rashi
    Corry P
    Corry PAnswer
    Sonos Staff
    Apr 19, 2021 11:02 AM UTC

    Hi @Londo 

    Are you still having this problem? If the steps suggested by @GuitarSuperstar haven’t helped, I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system.

    Translate
    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
    LondoAuthor
    Contributor I
    Apr 29, 2021 10:24 PM UTC

    I plugged in a Play 1 directly into my wifi router, however the problem continues.  I will get in touch with the technical support team.

     

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      LondoAuthor
      Contributor I
      Jul 13, 2021 11:24 PM UTC

      Update

      Short answer - no resolution.

      Long answer - we tried the following actions (to the best of my recollection - its been a few weeks now):

      • Disconnecting group the Playbase is in and then reconnecting
      • unplugging the system and plugging back in
      • Plugging a Play 1 directly into wifi router
      • Updating the Sonos app on the iMac (I had the latest already on my iPhone - which is what I usually use to access Sonos)

      The last technician told me to contact my internet provider, which makes no sense to me as my internet connection was/is working just fine.  They also told me the problem could be that there are so many other detectable wifi networks from my neighbors.  If that is the reason, then Sonos is basically saying their product cannot reliably work in any current urban or suburban environment.  Of course all my neighbors have their own wifi networks.  I doubt this is the issue otherwise this problem would have existed from the beginning.

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      Corry P
      Corry P
      Sonos Staff
      Jul 19, 2021 9:07 AM UTC

      Hi @Londo 

      Apologies - I’ve been off for 2 weeks.

      Can you please confirm that the issue is with playing music stored on your iMac only? And that playing the same tracks on your other speakers works without issue? This would not be affected by your internet connection but it could be affected by local interference, though this doesn’t seem to be the case on your system. I recommend you keep Sonosnet on channel 1, however.

      If it is only the Playbase that’s affected, and only when playing from Music Library, please try connecting the Playbase to ethernet, if you can (even if only for long enough to test playback) and let me know how you get on.

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