Contributor I

Answered

sonos move won't stay connected

Forum|Forum|5 years ago
September 21, 2021
5 replies
399 views

I upgraded a five zone s1 set up to an s2 set up and switched one unit to a Sonos Move.

The Move unit will not stay connected to the Sonos App.

I have a Unifi Network with multiple hotspots and I have strong wifi signal all over the house.

So far I’ve tried three things 1) I switched the sonos channel from channel 6 to channel 1, 2) I made sure another sonos unit reasonably nearby is hardwired to the network and 3) I set the move to a fixed IP address.

None of this has seemed to help. I have to turn the unit on and off 90% of the time i want to use it.

If this is how it’s supposed to work, can I return it? If this isn’t how it’s supposed to work, can you give me further troubleshooting tips?

The troubleshooting log confirmation number is: 1694109195.

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Best answer by GuitarSuperstar

Adjust this setting on the UniFi controller:

Under Settings > Wireless Networks > Advanced Options, disable Multicast and Broadcast Filtering.

G

GuitarSuperstarAnswer

Lead Maestro

Adjust this setting on the UniFi controller:

Under Settings > Wireless Networks > Advanced Options, disable Multicast and Broadcast Filtering.

"Receive with simplicity everything that happens to you." - Rashi

C

crankybulldogAuthor

Contributor I

Thank you for your response @guitarsuperstar!

I logged into my unifi dream-machine router and in the UI it’s displaying the closest I could find was “Multicast DNS” which is presently disabled (was already disabled).

The specific UI path you called out does not exist in my configuration as far as I can find.

Is there another thing I can search in the UI to find the setting you’re referencing. I tried a few obvious things but couldn’t find Multicast and/or Broadcast Filtering.

G

GuitarSuperstar

Lead Maestro

Here are a couple more things to try:

Check these router settings:

a. Auto channel must be set to Off

b. Choose best non-overlapping channel (1,6,11)

c. Set channel bandwidth to 20MHz

d. Both 2.4GHz and 5GHz should be enabled

e. UPnP should be enabled

f. 802.11 band should be set to b/g/n

g. Airtime Fairness should be disabled

Another user fixed his issues with the Move by adding the Move MAC address to the multicast exception list.

"Receive with simplicity everything that happens to you." - Rashi

C

crankybulldogAuthor

Contributor I

I was able to revert back to the older UI on my Unifi Router and make the original change you suggested… will test for a few days to determine if fixed and to determine if any other measurable impact +/- on my network.

Thank you for the fast and excellent tips.

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crankybulldogAuthor

Contributor I

@GuitarSuperstar Thank you!!!!

Changing the multicast setting made my entire Sonos experience. You’re awesome, thank you, thank you, thank you!

@Sonos You guys really should add something to your app that lets the user know something is wrong with the network. I had a 5 zone sonos system since approximately 2011 and then added another 5 zones in 2018. I’m a mega fan BUT in the last year my sonos performance has been horrifying. I finally upgraded everything to S2 and bought a Move and when that didn’t fix the problems and the Move didn’t work at all I started telling anyone who would ask that I did NOT recommend Sonos. In my opinion, the App should be able to -- at minimum -- detect that this multicast problem is going on and let me know. Instead it forced me into a mode of dissatisfaction and I was only recovered by the good graces of GuitarSuperstar who solved this problem. Now the system works better than ever.

I’m still a Sonos fan but disappointed that this issue was a) hidden from view and b) not well documented.

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