This week I have had problems connecting to CNBC on my SONOS system via Tunein. The CNBC stream will start as expected then drop off after about two minutes. The Tunein CNBC stream works fine on other devices on the same WIFI. It appears that the problem is with SONOS.
Is anyone having a similar problem.
Scott
Update: The CNN Station failed after five minutes. Now I assume its not just CNBC.
Best answer by Sebastien D.
View originalI have now had numerous phone calls with Sonos and also with Amazon. No solution.
Fixes tried so far:
This has been happening for a few weeks now - always the same things / same channels / about the same amount of time (cuts out after 8 - 15 minutes)
Really frustrating given how frequently I try to play those channels.
Also, my last phone call with Sonos ended with them recommending I call Amazon. As expected, Amazon had nothing to offer as they couldn’t connect to the Sonos system and because the stations play fine on the Echo dot units. Ugh
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At this point, let’s move this conversation to DM so I can gather some more information.
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This issue is not yet resolved, we’re still working towards a solution on this.
There will be an announcement when we have a resolution here.
Hopefully soon. Now, we get a scenario with CNBC where it mutes out for second or two and comes back. At least the eliminated the complete loss.
I started having the same tune in problem with MSNBC and Fox New Talk. They had been rock solid for over a year. Now the drop out after a few minutes. They come back but the time between drop outs keeps getting shorter until Sonos says the service is unavailable. If I tune away and back, I can get the service to play again, but start getting drop outs almost immediately. Feels like a buffering problem or flow control.
I’ve tried the solutions earlier in the thread, also without success.
Diagnostics 1164047972
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ok, let me know how to proceed.
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Hello
I’ve looked over your report and it looks like you may have more than one router or WiFi extender in your network.
Have you made any changes or added any equipment to your network since the playback issues have begun?
Have you rebooted your router(s) and/or access points and does anything change?
If you wire one of your three speakers to your router directly via Ethernet, does this issue continue?
Any update on the solution for this?
Hello
I’ve looked over your report and it looks like you may have more than one router or WiFi extender in your network.
Have you made any changes or added any equipment to your network since the playback issues have begun?
Have you rebooted your router(s) and/or access points and does anything change?
If you wire one of your three speakers to your router directly via Ethernet, does this issue continue?
Jean,
Thanks for responding. Yes, I have an extender. It has not been a recent change, it has been in place longer than the Sonos. I checked and the Sonos is connected to the primary router, which I had tried rebooting. FYI: The primary router is literally 5 feet away, so I expect signal strength is not an issue.
I’ve checked my other Sonos services, like Spotify, Pandora, and Plex. None are having any issues.
After reading the previous responses, I gave tuning to those stations via the App, as opposed to Alexa, and have not had a problem since. While I very much appreciate the convenience of using Alexa, I can live with the App for now.
I will check if the problem happens on our other speakers and when hardwired over the next few days.
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Hello
Please keeps us posted on what’s happening with your system playback so we can work with you on this.
CNN does not even work through TuneIn for me. I have to use it through Sonos Radio.
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I think I have concluded that this is a TuneIn issue? Having issues with these stations also using TuneIn app alone.
Latest response from Sonos following the description above:
“We're aware of this issue and our development team is working with Amazon and the specific radio stations on a resolution. I have escalated your case to them so that they may compare and document. We are hoping to have a resolution for you soon.”
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Here is my diagnostics 1358859377
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Here is my diagnostics 1358859377
It works fine when I am pulling from my “favorites” under app, the issue seems to be coming from Alexa voice recognition of “Alexa, play CNBC”
In case a Sonos staff is looking at this, my case ID is 01575063
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They have also had me so “all kinds of things”...I am resolved to the idea it is on their end. Done spending too much time trying to get something work.
Honestly, I’m mildly concerned that the issue is at the CNBC and CNN end. Both Sonos and TuneIn are merely aggregators of the stream addresses that they’re given by the respective companies. They don’t actually store or manipulate the data in any way, it never goes through a Sonos or a TuneIn server. When you initiate playback, TuneIn, and consequently Sonos, ‘go’ to the server port they’ve been told to get the content from, snd play that stream. If that particular streaming port/server is not providing a clean stream, there isn’t much either company can do, other than to contact the originator, and suggest there is some sort of issue that needs to be resolved on behalf of TuneIn’s and Sonos’ customers.
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I disagree since the fact it works perfectly through the app but not when using voice recognition via Alexa...there’s the issue.
True. Many content providers use separate servers/ports in order to make it easier to track where users are coming from. And the fact still remains that neither Sonos nor TuneIn store/filter/process this data, they just point the player to a location to get the data from.
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Hello
Thank you for reaching out to the Sonos Community with your playback issue and providing detailed information about what is currently working and what is not.
Although we have been tracking issues with Alexa playback and radio services, they are mostly concerned with triggering playback via a Sonos voice service enabled speaker such as a One or a Beam which are not in play here since you only have Play:5 (Gen1) and are using Amazon Echos to add voice functionality here.
Does this issue occur on other radio stations triggered though Alexa?
Can you test playback of a different radio streaming service such as iHeartRadio or MyTuner?
I’ve been looking over your diagnostic reports for the last few days and there are a few things that leap out at me about your system as possible causes of this behavior, but they would be effecting playback across other music services as well.
Streaming music services work differently than streaming radio services which may account for why Apple music is fine but the radio is struggling.
Are there plaster or concrete walls in your house by any chance? The “physical interference” in your network as logged in your diagnostic reports is fairly strong and this could playing a roll in what is happening here.
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Thanks for posting the confirmation number. Let’s start off by rebooting router by unplugging it from power for 5-10 minutes then plug it back in. Once you have internet back online, I would also recommend power cycling your Sonos products for 10-30 seconds.
If the issue still persists, disable the Sonos skill and re-enable the skill within the Alexa app.
Hey
Have done the steps I have previously posted? If so, let me know if the issue still persists.
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