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HCWPSL
Contributor I
January 13, 2021
Answered

Sonos Five AirPlay problems on Linksys Velop Mesh network

  • January 13, 2021
  • 19 replies
  • 990 views

Got the Five on 11.11. Love the sound and turn on as often as I get the chance.

In just the last couple of months, I noticed that the music stops after a while.  Initially I thought the playlist ended but lately, I started noticing a sudden stop in the playing mid song.

  1. I use a Linksys Velop mesh. 
  2. I have only the Five.
  3. Switched the channels on the Mesh, Reset the mesh.  Even unplugged, & reconnected my fibre broadband.
  4. Did a wired connection of the Five to the root (parent) router of the Linksys Mesh.
  5. Have also tried to uninstall the Sonos Five and re-install the Five.
  6. Here are the last 10 drops (Date:  Approx length of time I noticed it stopped) while playing a very very long playlist on iPhone 11 
    1. 23.12.2020   33 mins
    2. 29.12.2020   1hr 03 mins
    3. 30.12.2020   16 mins
    4. 01.01.2021   49 mins
    5. 03.01.2021   1hr 38 mins
    6. 05.01.2021   1hr 26 mins
    7. 08.01.2021   58 mins
    8. 11.01.2021   25 mins.
    9. 12.01.2021   52 mins
    10. 13.01.2021   09 mins

Please help.  This is getting rather frustrating.

Thanks.

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Best answer by Simon B

Hi there @Hcwps, thanks for reaching out and on sending a diagnostic report of your Sonos system, It shows Audio Playback Error on the Airplay logs and Audio dropouts on Airplay via Sonos. Since you’ve done some troubleshooting and it’s working for now. Kindly observe if the issue will reoccur and if it does, I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps and provide options on why Airplay is not working properly with your Sonos Five.

feel free to let me know if you require any further information.

19 replies

Show previous replies
ratty
ratty
January 13, 2021

Do as I suggested above and test the quality of your Airplay connection to see if it is really the culprit.

  • Wire the Five to your router.
  • AirPlay from your phone.

If you suffer from any of the regular dropouts mentioned in your first post then it’s highly likely that AirPlay is the cause.

    Hcwps
    Lyricist III
    January 14, 2021

    I have done what you suggested:

    1. Connect the Five to the router with an e5 cable.
    2. Airplay to the speaker from my iPhone.

    The speaker played flawlessly that evening & yesterday morning. Will return to using wifi mode this evening when I get back home.

     

    regards

     

    HCWPSL

     

    Hcwps
    Lyricist III
    January 15, 2021

    I could not help but try connect to the Five just now before I left for work.

    Connection failed. 


    Regards 

    HCWPSL

    Hcwps
    Lyricist III
    January 15, 2021

    Hi

    Got back & managed to connect to the Five wirelessly & (Air)played to the speaker for about a little over an hour.

    It then disconnected mid-track & when I tried to reconnect to the speaker, it failed.

     

     

    Could you please help?

     

    regards

     

    HCWPS
     

    ratty
    ratty
    January 15, 2021

    Sonos Support had better take a look. Submit a system diagnostic and post the confirmation number.

      Hcwps
      Lyricist III
      January 15, 2021

      Submitted system diagnostics.

      Confirmation #:  211840131

      Now it’s working again. Temperamental. :(


      Regards

       

      HCWPS

      Simon B
      Simon BAnswer
      Retired Sonos Staff
      January 15, 2021

      Hi there @Hcwps, thanks for reaching out and on sending a diagnostic report of your Sonos system, It shows Audio Playback Error on the Airplay logs and Audio dropouts on Airplay via Sonos. Since you’ve done some troubleshooting and it’s working for now. Kindly observe if the issue will reoccur and if it does, I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps and provide options on why Airplay is not working properly with your Sonos Five.

      feel free to let me know if you require any further information.

      Help others find useful content by clicking the like button and selecting the best answer to your question
        Hcwps
        Lyricist III
        January 16, 2021

        Hello Simon 

        Thanks for your response.

        I was able to enjoy the speaker for quite a while last night. Alas, it all came to a head when it dropped around 22:45, when the app was disconnected from the speaker... just like 2 pictures before.

         Will call the phone in as you suggested.

         

        regards 

         

        HCWPS

        Simon B
        Simon B
        Retired Sonos Staff
        January 16, 2021

        Hi @Hcwps, thanks for the update. Keep us posted on how it goes after calling phone support. If there is anything else I can do for you, please, don’t hesitate to let me know, we're here to answer any further questions you have.

        Help others find useful content by clicking the like button and selecting the best answer to your question
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