Android 8.6 Battery Drain and Windows 8.6 Issues

It may be good to provide them with a diagnostic, in case there's something in there that will help them identify what the issue is. Just be sure to post the number here, so they know what they're looking for.

It may be good to provide them with a diagnostic, in case there's something in there that will help them identify what the issue is. Just be sure to post the number here, so they know what they're looking for.

The Android app was fine, then they updated it, now it's a battery hog. I doubt specifics of my system other than the phone model, Android version and Sonos app version will help pinpoint the cause...

If that's not the case and someone from Sonos requests it, I'll certainly submit a diagnostic...

I'm having the same issue.

Hi Marc and Karen,

Can you send in a diagnostic report from your controller then reply here with the confirmation number? I'll take a look for you.

My confirmation number is 656421743. Thanks for looking into this.

Hi Jeff,

I just sent a diagnostic from my phone, 1367975628.

Further info which may be related: -

I've noticed (since the last round of updates) my two AMP:CONNECTs regularly drop off, These are the only 2 I have wired, I have a Play:1 and Play:3 both on Wifi. When the Connects drop, it screws with the whole system and all controllers either fail to find anything, or just those on Wifi. The only way to get back to normal is to power cycle the Connects, and sometime the Plays as well.

On one occasion after a power cycle, the controller said one of the Connects was a new device and I had to name it again, and add it to my account again?

Hope this helps....

My confirmation number is 656421743. Thanks for looking into this.

Thanks for sending in the report. The only thing that I see in your report is that you have a secondary wireless network running on the same wireless channel as your main network. It may help your Sonos system's stability by changing the wireless channel on your router's secondary network. This would reduce interference between the two. If your phone has the login information for the secondary network, it may be switching over often, which might explain the battery issue as it tries connecting to Sonos. You could try removing the credentials for the second network, also disabling lock screen controls for the Sonos app may help.

Hi Jeff,

I just sent a diagnostic from my phone, 1367975628.

Further info which may be related: -

I've noticed (since the last round of updates) my two AMP:CONNECTs regularly drop off, These are the only 2 I have wired, I have a Play:1 and Play:3 both on Wifi. When the Connects drop, it screws with the whole system and all controllers either fail to find anything, or just those on Wifi. The only way to get back to normal is to power cycle the Connects, and sometime the Plays as well.

On one occasion after a power cycle, the controller said one of the Connects was a new device and I had to name it again, and add it to my account again?

Hope this helps....

In general, it can help to shut down the Sonos app when not in range, and to disable the lock screen controls. I see a couple times where your controller is trying to connect to the Sonos system. This could be related to the CONNECT:AMP issues you've described.

There are a couple of errors indicating that the ethernet ports were down in your report. This can sometimes be caused by a failing ethernet cable. You might try swapping out cables. Also, what are your CONNECT:AMPs wired into? Sometimes switches and routers can have settings which need to be configured to prevent network loops which might be what's going on with your system.

In general, it can help to shut down the Sonos app when not in range, and to disable the lock screen controls. I see a couple times where your controller is trying to connect to the Sonos system. This could be related to the CONNECT:AMP issues you've described.

I've never had lock screen controls enabled.

Shutting down the Sonos app when not in range is a bit odd...I really don't want that to be the solution! I've never had this power issue before. I think you could be right that my issues may be centred around the CONNECT:AMP's weird behaviour, though...

There are a couple of errors indicating that the ethernet ports were down in your report. This can sometimes be caused by a failing ethernet cable. You might try swapping out cables. Also, what are your CONNECT:AMPs wired into? Sometimes switches and routers can have settings which need to be configured to prevent network loops which might be what's going on with your system.

Part of my troubleshooting was me power cycling the switch that both CONNECT:AMPs are hard wired into, which may be what you're seeing. There's also a BOOST hard wired into the same switch. I'm almost certain there are no issues with my network. All Sonos IPs are reserved, configured through Google Wifi pucks (2 - the 2nd hard wired through the switch).

Over the past couple of days I haven't had any further drop-outs, but I really think it may be the CONNECT:AMP that was dropped from my account and found as a new device....why would that happen?

In general, it can help to shut down the Sonos app when not in range, and to disable the lock screen controls. I see a couple times where your controller is trying to connect to the Sonos system. This could be related to the CONNECT:AMP issues you've described.

I've never had lock screen controls enabled.

Shutting down the Sonos app when not in range is a bit odd...I really don't want that to be the solution! I've never had this power issue before. I think you could be right that my issues may be centred around the CONNECT:AMP's weird behaviour, though...

There are a couple of errors indicating that the ethernet ports were down in your report. This can sometimes be caused by a failing ethernet cable. You might try swapping out cables. Also, what are your CONNECT:AMPs wired into? Sometimes switches and routers can have settings which need to be configured to prevent network loops which might be what's going on with your system.

Part of my troubleshooting was me power cycling the switch that both CONNECT:AMPs are hard wired into, which may be what you're seeing. There's also a BOOST hard wired into the same switch. I'm almost certain there are no issues with my network. All Sonos IPs are reserved, configured through Google Wifi pucks (2 - the 2nd hard wired through the switch).

Over the past couple of days I haven't had any further drop-outs, but I really think it may be the CONNECT:AMP that was dropped from my account and found as a new device....why would that happen?

The CONNECT:AMP could drop from your system if it lost its network address, but as long as it was previously set up and connected, it won't lose its settings. I think at this point it would be best to work this live with our phone team. Please give us a call, you can find the number here.