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PaulSlade
Contributor I
November 29, 2020
Question

Sonos keeps cutting out

  • November 29, 2020
  • 1 reply
  • 114 views

Hi

I’ve submitted diagnostics  (2030254196) can you advise what the issue is.

Thanks,

Paul.

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1 reply

Rowena B.
Rowena B.
Retired Sonos Staff
December 1, 2020

Hi @PaulSlade, welcome to the Sonos Community. Thank you for reaching out to us and for submitting the diagnostic. Let me help you out with this.

Based on the diagnostic, there's interference in your wireless network that is caused by wireless congestion, audio dropout due to sync errors, and an audio playback failure was detected in your Sonos system. This could be the reason why you're experiencing audio issues.

Let me suggest the next troubleshooting steps to see if it will work for you.

  1. Sequential reboot to refresh the connection. 
    • 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.
  2. Hardwire one of your speakers to your router and check Sonos' performance
  3. Ungroup your speakers
    • Start music playback in each room to check if you will experience the same
  4. 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 you're still experiencing audio stop or skip, I recommend contacting our Sonos Customer Care support with your full network setup including the make and model of each device, and for more in-depth troubleshooting steps to provide you the best option.

If you need help with any other information, please be sure to let us know. The Sonos Community is always here to help.

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