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Question

Spotify dropping out, undiscoverable and offline.

  • 5 November 2020
  • 10 replies
  • 186 views

970426344
 

Hi All, 

 

Have a Beam with play 1’s as surround, 2 further P1’s in the kitchen and dining room and a play 5 G2. Beam is connected via Ethernet to a TP Link Archer router (over power line adapter) and a virgin Superhub 3 in modem mode. 
 

constantly having issues with Spotify pausing and starting again after what seems like buffering. 


Submitted diagnostics, any issues with Virgin been reported? Wifes about to go mad 

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10 replies

Simon B
Userlevel 6
Badge +16

Hi @Mister Knights, Thank you for reaching out and welcome to the community and for sending a diagnostic report of your Sonos system. Upon checking Audio dropout is detected on your system. Kindly check this article about Music service audio stops or skips for some troubleshooting steps for this issue. If this won’t work, we’ll check further for this issue. 


Let us know what you have in mind with the advice above.

The Sonos community is always here to help.

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C

Hi,
As per the link “system requirements” which is also included in the link provided above by @Simon B, ethernet over power is not supported. Can you wire one of your speakers (not the surrounds) with an ethernet cable to the router?

Also pay attention to the “group coordinator” as explained here: https://en.community.sonos.com/controllers-software-228995/sonos-group-coordinator-question-6803946

M

@ClausN @Simon B 

 

Hi and thanks both. 
 

unfortunately, there no way to wire an Ethernet directly to the switch without the power line. It’s tucked away in a server room.

didn’t know they didn’t play well together. Will reset to wifi and try that 

 

Simon B
Userlevel 6
Badge +16

Hi @Mister Knights, thanks for the update. Let us know how it goes for our suggestions and see if that ill work. If you have any questions or run into any other issues, please do not hesitate to contact us. We are always happy to assist you.  

The Sonos community is always here to help.

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M

@Simon B 

Hi Simon, I think best option is a boost and to remove the power line. Do you agree? 

Simon B
Userlevel 6
Badge +16

Hi @Mister Knights, thanks for the update. About your question on the Sonos Boost, since you have the Sonos Beam hardwired. It may have the same effect on your system. Or another option would be trying to hardwire one of your speakers to the router aside from the Beam. A Sonos Play 1 would work, not the one’s on the surrounds, to check if it will have the same effect. 

Let us know what you have in mind with the advice above.

We're here to answer any further questions you have.

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M

@Simon B 

i meant in the room with the network switch and router. Connecting the system via the boost, which is hard wired to the switch. 
 

theres no way to hard wire a P1. Otherwise it would be in a room, and unusable 

Simon B
Userlevel 6
Badge +16

Hi @Mister Knights, thanks for the update. About your question, so that we can further determine if a Sonos Boost would be needed in your current setup and if it will have an improvement about this issue. We’ll try to get further recommendations. I'll ask you to contact our phone support team for further assistance kindly. They may check your current system setup and other diagnostics and options if a Sonos Boost would be recommended after doing all possible troubleshooting steps to resolve this issue. 

If you have other questions with your Sonos products, feel free to reach out.

The Sonos community is always here to help.

Help others find useful content by clicking the like button and selecting the best answer to your question
M

Hi @Simon B 

 

new diagnostic 770794889

 

have plugged in a P1 to the switch for testing 

Simon B
Userlevel 6
Badge +16

Hi @Mister Knights, thanks for the update and for sending a diagnostic report of your Sonos system. Upon checking, it still shows interference between the devices. If you’ve followed all the necessary troubleshooting steps and it’s still not working properly, We’ll take this further. I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps.  

Please, feel free to let me know if you require any further information.  
We're here to answer any further questions you have.

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