Sonos Connect volume decreases on its own

Any chance you could submit a system diagnostic, and post the number here, for the folks at Sonos to look at? That might help them figure out what might be sending a "reduce volume" command to your system (or anything else that might be an issue).

Is the volume decreasing in the Sonos controller, or on the device you're connected to with the CONNECT?

If it's the first, as Airgetlam asked, can you send in that diagnostic? Most likely, the minus button on the CONNECT is sticky or getting pressed, or the something on the network is sending commands to your CONNECT to turn the volume down. So any devices that have been connected to Sonos as a controller will need to be checked. That includes any mobile devices and or Sonos CONTROLs.

Do i just post the confirmation number to this post?

I suspect that would work, yes. Since it says "author" next to your name, it'll be the note that Ryan or his cohorts need to help figure this out.

7795166 is the confirmation number

Thanks Mike. On that diagnostic, 4 CONNECTs are showing up. Is this behavior happening on only one of them? If so, can you swap that one for another in the house? Move the locations and even change the names in Room Settings. We'd like to see if the issue follows the player or stays in the room.

I'm having a similar issue with both my two CONNECTs. I've already tried to disconnect all speaker cables and the volume decrease problem persists. I've submitted a diagnostic info on my system just a few minutes ago. My confirmation number is 1211791194. Thank you in advance for any support you can provide me.

Have a look at the app on your controller/ phone when it does it.

I've had a couple of times where the app has turned down on it's own (or up to full!). Had to shut the app down completely and restart to cure it.

Thanks for the tip. Unfortunately I’ve killed and restarted the app many times and the same behavior persists !

Hi Pripper, the diagnostic is showing what's called an amp fault on both of those CONNECT:AMPs. An amp fault can be caused by bad wiring or something along the connection chain from the amplifier to the speaker. If you've disconnected the speaker leads from the back of your CONNECT:AMP, and then rebooted it by unplugging the power for a few seconds, does it fault when you try to play music to it once powered back up? Make sure you're doing this test with nothing touching the speaker terminals in the back, speakers should not be connected at this time.

If the CONNECT:AMP faults with those orange lights flashing with nothing connected to it, then there's most likely a problem with the amplifier and you'll need to replace it. You can give us a call on our support line and a technician can assist with tests and help you sort out what the next steps will be.