S2 problem - Drops my Play:5

Are you looking for assistance?

Hi @Gill_2, thanks for reaching out. Regarding your concern about missing or dropping speakers on the Sonos App. I’ll ask you to submit a diagnostic report for us to further investigate what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this issue. 

Let us know how you get on with the advice above.

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

Confirmation number 24600941.

Hi @Gill_2, thanks for the update. Upon checking the diagnostic report that you sent. I’ll ask you to do some troubleshooting steps for this issue.

1. Can you try to power cycle the missing Sonos products?
2. Have you tried to do Find the missing product on the Sonos App?
3. What is the color of the lights on the missing Sonos products?

Let us know how you get on with the advice above.

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

Sorry...I got no notification in my email of your response. This fault is an intermittent fault and we are spending far too much time re-connecting to Sonos. We can usually re-connect using the Find Missing Product but are really fed up that since changing to the S2 controller and dropping our old Bridge device, we cannot control our two products, one of which , the Play:5, was bought recently as a result of your request that we upgrade. Now our system does not work reliably. Not good enough. At the moment. I am trying to reconnect AGAIN and have been advised to use an Ethernet cable! For heavens sake, the whole point of Sonos is that it is wireless.

1816150445.

Another diagnostic report for you.

I have very similar issues - again with a Sonos 5 on S2 controller (IOS). Periodically the controller cannot find the speaker (even though it is playing music over wifi from Deezer). Or it simply refuses to update the display  to the latest track that is playing.

I had no problems with S1

My diagnostics is 922563726

Thank you

Hi @Gill_2, thanks for the update, I appreciate you taking the time to submit the diagnostic report also on taking the time to do some basic troubleshooting to resolve the issue.   Upon checking, it still shows a controller diagnostic and I can’t see the status of the whole Sonos System. Also, you mentioned about the Sonos bridge, Kindly check this link on Removing the Sonos bridge on the Sonos system. Also this link on Removing Sonos products that are not compatible with Sonos S2 App.

If this won’t still work, I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps. since we cannot get the diagnostic details for your Sonos system.

Hi @kidglove56, Thanks for reaching out and welcome to the community. I appreciate you taking the time to submit the diagnostic report. Upon checking, I saw a wireless Interference and Audio dropouts issue on the Play 5 Gen 2 that you have. Kindly check this link about Reducing Wireless Interference and also this link about Audio Dropouts.

Let us know how you get on with the advice above.

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

Thanks for the quick reply Simon!

So the interference would be between my iPhone (the controller) and the Sonos 5? The music carried on streaming and there were no audio dropouts.  It was only the “controller” that played up and it had not done so prior the S2.

Having said that I will of course look into what other competing wireless devices are nearby

QUESTION - would a Boost help reduce interference by creating its own Sonos network?

Regards 

Paul