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steveal
Contributor I
Nov 28, 2020 7:08 PM UTC
Answered

SONOS system only plays only the first few seconds of PC music tracks

My Sonos 5 still plays radio OK. But when I select a music track or an album from my PC, Sonos now just plays the first few seconds of a track, pauses for a few seconds, then plays a few seconds of the next track. And on and on….  All was ok until a few days ago!

Can anyone help?

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    Rowena B.
    Rowena B.Answer
    Retired Sonos Staff
    Nov 29, 2020 11:10 PM UTC

    Hi @steveal, thank you for your response and for submitting the report. Upon checking the diagnostic did not parse correctly. The diagnostic is either corrupted or in some cases your Sonos system is not communicating to the Sonos cloud server.

    Let me suggest the next troubleshooting steps, to perform a sequential reboot of your network devices, all your Sonos products, and force close mobile controllers to refresh the connection. 

    A sequential reboot means that we need to do this in order.
    1. Unplug your network devices (modem, router, any wireless access points on the network) from the power and wait for 60 full seconds before you plug it back in.
    2. Once the router is back online, unplug all your Sonos devices from the power. Please wait 15 seconds before you plug back them back in.
    3. Force close the Sonos app from your iOS or Android device.
    4. When the status light on your Sonos speakers are solid white, get back on the Sonos app and check if you're connected.

    Please submit another diagnostic report and let us know the confirmation number. Thanks.

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    4 replies

    Rowena B.
    Rowena B.
    Retired Sonos Staff
    Nov 29, 2020 1:49 AM UTC

    Hi @steveal, thank you for reaching out to the Sonos community. We appreciate you for letting us know about your concern. Let me help you with this. 

    I'd like to ask some questions to isolate the issue so we can create a path towards resolution.

    ​1. Are you playing music from your music library on your computer?
    2. Are you using Windows PC or MacOS?
    3. Any changes in the network recently like a new router?
    4. Have you tried updating your music library?
    5. Have you tried removing and re-adding your music library?

    To further assist you with this, please submit a diagnostic report and post here the confirmation number to check your system functionality and to further assist you with this.

    Let us know how you get on with the advice above. We'll wait for your reply.
     

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    stevealAuthor
    Contributor I
    Nov 29, 2020 9:33 AM UTC

    Thanks for the reply, here are the answers to your questions

     

    1. Yes
    2. Windows PC
    3. No
    4. Yes
    5. No

    I notice a small message appears after each track plays for a few seconds “Unable to play XXXX - network connection  speed insufficient to maintain playback buffer”

    Then after a pause the next track starts and plays about 10 seconds before quitting again and flashing the same message.

    Note that the network seems just fine for all other services in that room (internet etc.)

    Diagnostics sent. Confirmation number 377480549

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    Rowena B.
    Rowena B.Answer
    Retired Sonos Staff
    Nov 29, 2020 11:10 PM UTC

    Hi @steveal, thank you for your response and for submitting the report. Upon checking the diagnostic did not parse correctly. The diagnostic is either corrupted or in some cases your Sonos system is not communicating to the Sonos cloud server.

    Let me suggest the next troubleshooting steps, to perform a sequential reboot of your network devices, all your Sonos products, and force close mobile controllers to refresh the connection. 

    A sequential reboot means that we need to do this in order.
    1. Unplug your network devices (modem, router, any wireless access points on the network) from the power and wait for 60 full seconds before you plug it back in.
    2. Once the router is back online, unplug all your Sonos devices from the power. Please wait 15 seconds before you plug back them back in.
    3. Force close the Sonos app from your iOS or Android device.
    4. When the status light on your Sonos speakers are solid white, get back on the Sonos app and check if you're connected.

    Please submit another diagnostic report and let us know the confirmation number. Thanks.

    Translate
    Help others find useful content by clicking the like button and selecting the best answer to your question.
    stevealAuthor
    Contributor I
    Nov 30, 2020 11:31 PM UTC

    Rowena,

     

    I followed your steps and am now properly connected and fully working.

    Thank you!

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