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petervaneerde
Contributor I
Jun 17, 2020 11:59 PM UTC
Answered

TV audio skipping.

Upgraded to S2 software now my audio from my TV skips really badly when I have more than one speaker playing the tv audio stream. It works fine when it's only the TV room speaker setup. Used to work perfect on the original software. Adjusting the group audio delay does nothing. Diagnostic 70307141

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Jean C.
Jean C.Answer
Retired Sonos Staff
Jun 28, 2020 5:49 PM UTC

Hello @petervaneerde,

Welcome to the Sonos Community and thank you for reaching out with your diagnostic report.

Is this audio issue only occurring on the Sonos Play: 1 speakers you have in other locations in your home or is it happening on the surround and home-theater devices as well? 

Can you try the following steps to see if your playback improves?

Change the Sonosnet channel that you system is using from 6 to either 1 or 11.

Reboot your WiFi router by unplugging it from power for approximately 1 minute. 

Reboot all of your Sonos products starting with your Playbar and then your Play: 1s.

When your system is back up online, please test playback on your system starting only with your “TV Room” and then adding other rooms one at a time.

If you respond with a follow up diagnostic report, we can see if there are any changes in the communications data.   

 

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petervaneerdeAuthor
Contributor I
Aug 11, 2020 5:39 PM UTC

Hello?

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Paul A
Paul A
Retired Sonos Staff
Aug 12, 2020 3:29 PM UTC

Hi @petervaneerde.

Welcome to the Sonos community and thanks for reaching out to us.

My apologies for the late response. I would like to share with you the content indicated on the diagnostic that might be causing the issue. Based on the diagnostic, the Playbar is connected to the router via ethernet cable and is responsible for the Sonos Mesh system for all your Sonos devices including communicating in-behalf of your Home theater system which includes the sub and 2 satellite speakers. I would suggest replacing the Sonos Playbar with another Sonos Play 1 not included in the Home Theater speaker to be wired to the router or connect one additional Sonos speaker (Play 1 not part of the Home theater system) to the router via ethernet cable to lessen the stress on the Playbar.

Please let me know how it goes. We are always here to help,

Thanks,

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petervaneerdeAuthor
Contributor I
Aug 12, 2020 3:50 PM UTC

Why did it work perfectly before the S2 update then?

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Paul A
Paul A
Retired Sonos Staff
Aug 12, 2020 4:45 PM UTC

Hi @petervaneerde.

Thanks for the immediate response.

Based on this topic trend, Your Sonos system has already encountered wireless interference even before the update, and just like what you have mentioned, no change even after the recommendation of one of my colleagues which was the wireless channel change. This time I would ask if we can try my recommendation and see how the Sonos system behaves, I would also recommend submitting a diagnostic before and after my recommendation have been set.

Please let me know how it goes. We are always here to help.

Thanks,

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petervaneerdeAuthor
Contributor I
Aug 12, 2020 7:30 PM UTC

I have no where to put a Play1 near my router. This is not a solution. 

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Paul A
Paul A
Retired Sonos Staff
Aug 12, 2020 9:15 PM UTC

HI @petervaneerde.

Thanks for the immediate response.

I would suggest contacting our technical support team for more in-depth troubleshooting steps. You may also want to take note of the following information so we can check our internal articles for any known issues with your networking devices.

  • Router make and model.
  • Modem make and model.
  • Wifi Booster/extender make and model.
  • Mesh system make and model.
  • Other non-Sonos devices connected to the router via ethernet cable.
  • Other non-Sonos devices wirelessly connected to the router.

Please let us know if you still have further questions or concerns. We are always here to help.

Thanks,

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petervaneerdeAuthor
Contributor I
Nov 17, 2020 5:18 PM UTC

Would just like to make it clear here for anyone else wha may stumble upon this thread that, as I suspected, NONE of the above was remotely helpful and ultimately the only thing that finally resolved this issue was an update pushed to my system probably about a week ago. Which is exactly what I said in the very first post. This is 100% a software/firmware problem which required a software/firmware fix.

If you have this problem I would just wait for updates and would not bother starting down this rabbit hole with Sonos support.

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