Enthusiast II

Sonos sound cutting out

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I have a playbar, 2x play:1 and sub in 5.1 configuration.
Ocassionally the sound will start cutting - it only lasts for like a split second before it comes back but its annoying when suddenly all the sound is gone and then comes back - when it does this it will keep cutting out every few seconds and lasts for several minutes at a time

What causes this and how do I fix it? Should I return it to the store for a refund?

Thanks

Audio Interruptions

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Patreezia

Lyricist I

I've been having the same problem with my Sonos playbar. I kept blaming Comcast, but now realize that it can't be Comcast, since my other crappy little tvs, which do not have any playbars or sound but their own tv speakers, work fine. I'm really disappointed to see so many others with this same issue, which probably means I now possess a $600 piece of useless trash. I'm glad I found this forum, though, because it has saved me from buying 2 more Sonos playbars, something I was just about to do. My playbar is connected to my Samsung 55" TV, and I'm trying to watch cable TV--which the playbar is making essentially impossible. The sound is cutting out and back in, over and over. Since I'm not tech savvy, I'm going to have to pay someone the big bucks just to disconnect the worthless playbar, so my TV can use its own sound. Very disappointing, Sonos!

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Airgetlam

I would recommend that you submit a system diagnostic within 10 minutes of experiencing this issue, and either post the number here, or contact Sonos Support to discuss it. I prefer to suggest the phone folks, they have more tools available, but are only available Monday through Friday during business hours. Both the Twitter and Facebook support folks are available 24/7.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

Its unfortunate, but an anecdotal report such as yours doesn't carry enough data in order to make an appropriate diagnosis. I do hope that it relieved some of your frustration, though. Submitting that diagnostic would go a long way in helping to resolve the issue you're experiencing.

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Bruce

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erinoboyle

Lyricist II

Mine is doing the same. However, it never used to. So I think it must've happened from some update, perhaps?

My playbar is connected directly to the regular with the Ethernet cable, so I'm not sure why I'm having the issue. But it sure is annoying as hell. And frustrating.

Would it be because I have the 2 play 1s for the surround sound part of it? (Wirelessly)

Diagnostic number - 778389512

I tried unplugging the play 1s for a few minutes and it made no difference. Soooooo... C'mon Sonos! Please come up with a reasonable answer for us. These speakers are far too expensive for this to just be shrugged off.

Thank you.

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Stanley_4

Grand Maestro

You should contact Sonos support with that diagnostic number, the contact page has some 24x7 options.

What does your Network Matrix look like? http://172.16.1.111:1400/support/review (change the IP to yours)

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IMEaudiovideo

Lyricist III

I am a Sonos dealer with well over 100 Sonos systems installed. And I have ONE home with the same problem. We have change networks, cables, channels, etc. It only does it while watching TV now I’m playing music. We are going back today to spend a couple hours with it. Will let you know what we determine.

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DamianLee337

Contributor I

It might be an issue with an incompatibility with some Samsung televisions.

I get constant audio dropouts while watching television over a wired connection (NO DROPOUTS during music playback over WIFi), not experiencing any wireless interference, and a working optical cable.

I've sent over MANY diagnostics, and had several troubleshooting sessions with various helpful Customer Service reps, with no solution. The last person told me they are having an ongoing problem with Samsung models, and Sonos is creating a case file.

Sadly, this helps me in NO WAY AT ALL except to perhaps diagnose the problem. Now, I own a $700 terrible piece of audio equipment.

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EdDR2

Lyricist III

Hello, I don’t know if this is the same issue everyone is having. But my system’s sound kept cutting out while listening to music for a few seconds and coming back on. I have a playbar, two play 5 (2nd Gen) and a sub. I had the playbar connected to my sony Bravia TV (not even year old) via digital sound cable. Found out while the tv was off/stand by mode, it was sending a signal to the playbar, intermittently making the music to cut out. I disconnected the tv from the playbar and that solved the issue. After being told by sonos that I had a wifi conflict issue. Did all the disconnects, restarts, reset the entire system etc. very time consuming to say the least… none of that helped. I solved the issue myself.. Hopefully this will help someone out there having the same issue as me.

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CourtofPaige

Lyricist I

Solved this problem. Well it doesn’t solve it, but I’ve at least figured out the conflict.

Unplug the optical cable. Since doing this I have been able to stream music to my playbar with no interruptions.

I have a funny feeling it has to do with the TV trying to send a signal to the playbar. I have a Sony Bravia and you can send movies and music to it, even while it’s turned off. The TV will automatically turn on from the mobile or tablet device.

This leads me to believe it’s the optical cable. The signal isn’t getting from the TV to the playbar.

Also, can absolutely rule out the internet being the issue. I’m on WIFI with REALLY BAD speeds. Every other device that is running throughout the house will continue to run without the same delays the playbar was experiencing.

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