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Contributor I
Aug 4, 2018 7:35 AM UTC

Sonos keeps dropping out and losing connection

I have 2 play 1 speakers. They run from a sonos bridge which is wired into my Orange live box via ethernet cable.
I also have another access point in another room which is hardwired back to the bridge. I use Sonos mainly for my own library stored on an Apple Mac Pro.
The whole set up is absolutely hopeless. Works fine during daytime but in the evening constantly drops out for up to an hour, fades comes back. I live in an old stone house with a fairly low download speed of around 5 mgb per second but I would not think the download speeds should make any difference as I play from my own library. I would appreciate any ideas on how to solve this issue.
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34 replies

Lyricist I
Aug 4, 2018 3:38 PM UTC
I have the same issue and I have 35MB download. Sometimes it works and sometimes it doesn't. I have had this system with 5 Play 5's, Soundbar, Sub, Play 3. Frustrated.
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Contributor I
Aug 4, 2018 3:53 PM UTC
I have the same problem. The sound drops, and the system is randomly shutting off. Ironically this started happening the same day we lost Net Neutrality.
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Edward R
Retired Sonos Staff
Aug 7, 2018 2:41 PM UTC
Hi there, all. We can certainly get to the bottom of this for you. Following an occurrence of this issue, please submit a diagnostic and respond with the confirmation number. This way we can identify the cause. Many thanks in advance.
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Try searching our articles for help with your question: https://www.sonos.com/en/support
Contributor I
Aug 7, 2018 3:50 PM UTC
Sure! 811860144.
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Contributor I
Aug 7, 2018 3:52 PM UTC
here's another: 1462635174
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Lyricist I
Aug 7, 2018 4:18 PM UTC
Same problem here. Diagnostic number is : 452188864
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Contributor I
Aug 7, 2018 5:52 PM UTC
here's another when the system just randomly turned off: 1049606304.
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Contributor I
Aug 7, 2018 6:08 PM UTC
Another random shut down: 459785180. I hope this gets you what you need to help us.
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Contributor I
Aug 7, 2018 7:12 PM UTC
Also having the same issue: Diagnostic Conf #: 1770772928. Beyond frustrated!
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Contributor I
Aug 7, 2018 7:14 PM UTC
Also having the same issue: Diagnostic Conf #: 1770772928. Beyond frustrated! And it's happening on my iPhone as well as my PC Controler. Aaaargh!
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