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wellingutd
Contributor II
May 16, 2022
Answered

sonos system dropping out

  • May 16, 2022
  • 1 reply
  • 123 views

My sonos system is dropping out while playing both Spotify and Tidal.  It sometimes comes back to the same track, other times skips to the next track and other times jutters then completly dies.  I have tried resetting routers, hard wiring one in to my ethernet but nothing seems to resolve.  My diagnostic number is 888534667

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Best answer by Ken_Griffiths

Assuming you’re running the devices on your routers WiFi signal at the moment, perhaps set its 2.4Ghz wireless band to either ‘fixed’ channel 1, 6, or 11 as they provide a non-overlapping signal. Then, if the router allows, set the channel-width to 20Mhz only and see if that improves things for you. See this support link:

https://support.sonos.com/s/article/4769

If you have left a single Sonos device wired to use a SonosNet connection, then do these few things (this is in addition to the router changes suggested above)…

  1. Ensure the wired device is direct to the router, if practicable, or a wired switch that links direct to the router. (Do not use a HT surround, or Sub, as the wired device).
  2. Keep the wired Sonos device at least one metre away from your router, or any other wireless device.
  3. Set the SonosNet channel at least 5 channels away from your chosen router channel. https://support.sonos.com/s/article/1219
  4. If you do not have any Sonos portable devices (Roam/Move) then remove your WiFi credentials from the Sonos App. See this link: https://support.sonos.com/s/article/3488
  5. Optionally, consider reserving your Sonos IP addresses in your routers DHCP Reservation Table to keep them fixed to the same address on the network. 

 

1 reply

Ken_Griffiths
Ken_GriffithsAnswer
May 16, 2022

Assuming you’re running the devices on your routers WiFi signal at the moment, perhaps set its 2.4Ghz wireless band to either ‘fixed’ channel 1, 6, or 11 as they provide a non-overlapping signal. Then, if the router allows, set the channel-width to 20Mhz only and see if that improves things for you. See this support link:

https://support.sonos.com/s/article/4769

If you have left a single Sonos device wired to use a SonosNet connection, then do these few things (this is in addition to the router changes suggested above)…

  1. Ensure the wired device is direct to the router, if practicable, or a wired switch that links direct to the router. (Do not use a HT surround, or Sub, as the wired device).
  2. Keep the wired Sonos device at least one metre away from your router, or any other wireless device.
  3. Set the SonosNet channel at least 5 channels away from your chosen router channel. https://support.sonos.com/s/article/1219
  4. If you do not have any Sonos portable devices (Roam/Move) then remove your WiFi credentials from the Sonos App. See this link: https://support.sonos.com/s/article/3488
  5. Optionally, consider reserving your Sonos IP addresses in your routers DHCP Reservation Table to keep them fixed to the same address on the network. 

 

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