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Avid Contributor I
May 16, 2021

Sonos speakers cut in and out when playing HD music

  • May 16, 2021
  • 15 replies
  • 1382 views

I have the following Sonos setup

1 x Boost

2 x Play:1s paired - kitchen

2 x sonos Ones paired - living room

1 x sonos Five - Office

When I try to play any HD music(Tidal or Sonos Radio HD) with the speakers grouped together, the music drops in and out from speaker to speaker. Especially when I switch to a new song manually. Even when I play Sonos Radio HD on the kitchen by itself I’ll get drops or the music volume will lower itself intermittently. 

I contacted Sonos support and after hours of troubleshooting was transferred to their top tier support. He said my wireless looked clean with no interference and we went through a number of trouble shooting steps(changed wireless channels, changed controllers, etc..) with no luck. He said he was seeing buffer overruns in the logs but that was it. He eventually just recommended wiring all the speakers with ethernet which completely defeats the purpose of buying wireless speakers.

Just wondering if anyone else was having similar issues with HD music and any resolutions. Not sure if Sonos just has a problem with HD but I felt kind of defeated when Sonos support just threw their hands up and said go wired. Regular music plays fine like Spotify or Sirius XM.

Any suggestions would be appreciated.

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    15 replies

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    Kumar
    May 17, 2021

    Not really. Except that every customer is an isolated case, in some respect

    @Corry P Granted the challenges in wireless grouped play of music using HD files, the OP issue with playing HD music on the single player should be easier to address? 

    Corry P
    Corry P
    Sonos Staff
    May 17, 2021

    Not really. Except that every customer is an isolated case, in some respect

    @Corry P Granted the challenges in wireless grouped play of music using HD files, the OP issue with playing HD music on the single player should be easier to address? 

    Indeed. I would think so. But if Tier 2 were unable to help in real-time with diagnostics, I’m not going to start all over again here - it wouldn’t amount to much, I’m afraid. 

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
    Kumar
    May 17, 2021

    I am not sure that OP has tried to work with Sonos to at least get the single speaker to play wirelessly. Over to OP.

    Turn_it_upAuthor
    Avid Contributor I
    May 20, 2021

    I am not sure that OP has tried to work with Sonos to at least get the single speaker to play wirelessly. Over to OP.

    I tried with the Tier 2 support to just focus on the kitchen issue. Again, no luck and again he said he could see no obvious reasons. It’s a mystery. 

      Kumar
      May 20, 2021

      I tried with the Tier 2 support to just focus on the kitchen issue. Again, no luck and again he said he could see no obvious reasons. It’s a mystery. 

      I have opened a new thread linked below that might be of future interest to you:

      https://en.community.sonos.com/advanced-setups-229000/stable-wireless-streaming-distribution-of-hd-music-6858832

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