Sonos system losing connection to controllers.

Hi User860270,

Normally, once connected, your controllers should stay connected to your Sonos system. There can be a few reasons why the your controller lose connection. If your controllers are connecting to another wireless network, or even and open guest network, they would lose connection to Sonos. Also, if your router is having some issues sending data between your controllers and the Sonos system, you may see this behavior.

Have you added any networking components to your home network recently? If you added a wireless extender, or something similar, it is possible that your devices can't connect to Sonos through this extender.

It might help us figure this out if we see some data from your system. Please send us a diagnostic report and reply here with the confirmation number: How to submit diagnostics.

I have had my SONOS System for about 1-2 months. I have the Soundbar, Sub, a Player 3 and a Player 5. It worked just fine for a few days, then started dropping music. The Bestbuy salesrep said I may need a "Wifi booster"...so I bought it. Hooked it up...the BOOST is plugged directly into the "wifi router/booster". I keep having to go throughout my house and reset every part of the system. It sometimes will work for a few hours to a few days...then it starts dropping music (through my Google Play app)...and sometimes the other apps. When I spent the (almost $2600 now) on all of this...the Bestbuy salesperson did not inform me that I needed to be a network engineer or have a degree in radio signal interference. He said...just follow the easy instructions to connect the BOOST to your WIFI and it'll be up and running in a matter of minutes! THIS IS TRUE...it only took a few minutes to connect everything and get it up and running. And to be quite honest...I actually love the system when it's working. I have replaced my $3500 Bose system with this system. HOWEVER...I do NOT even know HOW to access the cable company's router...even if I did, I wouldn't know what in the heck to do. It seems to me (being the CEO of a good sized company), that there would have been a lot of testing from SONOS R&D department prior to charging the PREMIUM rate that Sonos is charging for a system that relies so heavily on Internet/Network connectivity and WIRELESS connectivity. In theory, this system is amazing. In reality, I wish I would not have purchased it yet. Not until all of these bugs were worked out. I find this deeply disturbing. $2000 to $3000 investment in a system like this is pretty steep.

Hi User860270,

Normally, once connected, your controllers should stay connected to your Sonos system. There can be a few reasons why the your controller lose connection. If your controllers are connecting to another wireless network, or even and open guest network, they would lose connection to Sonos. Also, if your router is having some issues sending data between your controllers and the Sonos system, you may see this behavior.

Have you added any networking components to your home network recently? If you added a wireless extender, or something similar, it is possible that your devices can't connect to Sonos through this extender.

It might help us figure this out if we see some data from your system. Please send us a diagnostic report and reply here with the confirmation number: How to submit diagnostics.

Done.

Your confirmation number is: 4355185.

System layout:
PC and Bridge wired directly to same physical switch.
Play 3 connected via Bridge.

All devices lose connectivity to the system regardless of using wired or wireless network.

Rebooting system does not bring it back, I have to actually re-join one controller to the system via the button on the bridge, and then all devices connected to the system work just fine for a day or two.

I have had my SONOS System for about 1-2 months. I have the Soundbar, Sub, a Player 3 and a Player 5. It worked just fine for a few days, then started dropping music. The Bestbuy salesrep said I may need a "Wifi booster"...so I bought it. Hooked it up...the BOOST is plugged directly into the "wifi router/booster". I keep having to go throughout my house and reset every part of the system. It sometimes will work for a few hours to a few days...then it starts dropping music (through my Google Play app)...and sometimes the other apps. When I spent the (almost $2600 now) on all of this...the Bestbuy salesperson did not inform me that I needed to be a network engineer or have a degree in radio signal interference. He said...just follow the easy instructions to connect the BOOST to your WIFI and it'll be up and running in a matter of minutes! THIS IS TRUE...it only took a few minutes to connect everything and get it up and running. And to be quite honest...I actually love the system when it's working. I have replaced my $3500 Bose system with this system. HOWEVER...I do NOT even know HOW to access the cable company's router...even if I did, I wouldn't know what in the heck to do. It seems to me (being the CEO of a good sized company), that there would have been a lot of testing from SONOS R&D department prior to charging the PREMIUM rate that Sonos is charging for a system that relies so heavily on Internet/Network connectivity and WIRELESS connectivity. In theory, this system is amazing. In reality, I wish I would not have purchased it yet. Not until all of these bugs were worked out. I find this deeply disturbing. $2000 to $3000 investment in a system like this is pretty steep.
Hi User9861,

While the majority of installs are fairly simple, we can't anticipate every network and each piece of hardware out there. The good news is that we have a very skilled support team who can help you get everything up and running. We've created a support ticket for you: 150210-002158. Please give us a call and we'll get your system working again. How to contact us.

Hi User860270,

Normally, once connected, your controllers should stay connected to your Sonos system. There can be a few reasons why the your controller lose connection. If your controllers are connecting to another wireless network, or even and open guest network, they would lose connection to Sonos. Also, if your router is having some issues sending data between your controllers and the Sonos system, you may see this behavior.

Have you added any networking components to your home network recently? If you added a wireless extender, or something similar, it is possible that your devices can't connect to Sonos through this extender.

It might help us figure this out if we see some data from your system. Please send us a diagnostic report and reply here with the confirmation number: How to submit diagnostics.

Hi User860270,

When the system was not connected to your controllers, it had lost its network information. This generally means that the Sonos components were not able to communicate with your router. This could be due to settings on your switch, or faulty cables or ports.

You might try bypassing the switch, wiring the BRIDGE into the router directly. You could also connect the BRIDGE to the ethernet cable ahead of the switch, then run another cable from the extra port on the BRIDGE and into the switch. This would let us know if some of the data from the Sonos system is not getting through your switch.

Another option would be to use the new, fully wireless setup. This would remove the need for the ethernet cable and would simplify your network. The PLAY:3 would need to be within range of your router's wireless signal though. For a guide to setting up your system in the wireless mode, please see this guide: How to set up Sonos wirelessly.

The frustration is more than understandable, but in Sonos defense most home network appliances like routers, switches and access are shipped in so many different configurations that it is impossible to predict every brand's scenario. This becomes even mode difficult if the equipment id provided by a phone or cable carrier which alter the firmware.

Yet, Sonos probably has to consider some remote assistance where they can connect to the customers network and verify/alter the necessary settings. We are in the 21st century and 'least customer engagement' is the support model of choice these days. Additionally instead of telling us customers how to contact us, rather asking for availability to reach out proactively.

This might be a privacy concern for some customers, but the Sonos system should submit automatically diagnostics when network interference or dropouts are recognized. 

Proactive engagement is key.

This said, id like to offer some advice from my own setup:

'Lost' components: Most routers assign dynamic IP addresses to any device connecting to the network. This is very convenient for smartphones, tablets etc, but for systems like Sonos (and not limited to them) not ideal because any change in IP addressing creates a virtual break between the controller app and the components.

Resolution:
Assigning static IP addresses to the Sonos components in the router can usually fix this along with assuring that UPnP (Universal Plug and Play) is enabled. 

@User9861, if you don't mind sharing your modem/router model, i am positive the members of this forum can help guiding you through this process.

I have had my SONOS System for about 1-2 months. I have the Soundbar, Sub, a Player 3 and a Player 5. It worked just fine for a few days, then started dropping music. The Bestbuy salesrep said I may need a "Wifi booster"...so I bought it. Hooked it up...the BOOST is plugged directly into the "wifi router/booster". I keep having to go throughout my house and reset every part of the system. It sometimes will work for a few hours to a few days...then it starts dropping music (through my Google Play app)...and sometimes the other apps. When I spent the (almost $2600 now) on all of this...the Bestbuy salesperson did not inform me that I needed to be a network engineer or have a degree in radio signal interference. He said...just follow the easy instructions to connect the BOOST to your WIFI and it'll be up and running in a matter of minutes! THIS IS TRUE...it only took a few minutes to connect everything and get it up and running. And to be quite honest...I actually love the system when it's working. I have replaced my $3500 Bose system with this system. HOWEVER...I do NOT even know HOW to access the cable company's router...even if I did, I wouldn't know what in the heck to do. It seems to me (being the CEO of a good sized company), that there would have been a lot of testing from SONOS R&D department prior to charging the PREMIUM rate that Sonos is charging for a system that relies so heavily on Internet/Network connectivity and WIRELESS connectivity. In theory, this system is amazing. In reality, I wish I would not have purchased it yet. Not until all of these bugs were worked out. I find this deeply disturbing. $2000 to $3000 investment in a system like this is pretty steep.
Jeff, Thank you so much! I spoke to Scott at your service department tonight. I am absolutely amazed at the level of professionalism and great customer service your company provides! Scott was able to fix the system! Thank you very much!

The frustration is more than understandable, but in Sonos defense most home network appliances like routers, switches and access are shipped in so many different configurations that it is impossible to predict every brand's scenario. This becomes even mode difficult if the equipment id provided by a phone or cable carrier which alter the firmware.

Yet, Sonos probably has to consider some remote assistance where they can connect to the customers network and verify/alter the necessary settings. We are in the 21st century and 'least customer engagement' is the support model of choice these days. Additionally instead of telling us customers how to contact us, rather asking for availability to reach out proactively.

This might be a privacy concern for some customers, but the Sonos system should submit automatically diagnostics when network interference or dropouts are recognized. 

Proactive engagement is key.

This said, id like to offer some advice from my own setup:

'Lost' components: Most routers assign dynamic IP addresses to any device connecting to the network. This is very convenient for smartphones, tablets etc, but for systems like Sonos (and not limited to them) not ideal because any change in IP addressing creates a virtual break between the controller app and the components.

Resolution:
Assigning static IP addresses to the Sonos components in the router can usually fix this along with assuring that UPnP (Universal Plug and Play) is enabled. 

@User9861, if you don't mind sharing your modem/router model, i am positive the members of this forum can help guiding you through this process.


Thanks for the offer of assistance! Sonos customer service was able to get my system on the right track (no pun intended!)!!

The frustration is more than understandable, but in Sonos defense most home network appliances like routers, switches and access are shipped in so many different configurations that it is impossible to predict every brand's scenario. This becomes even mode difficult if the equipment id provided by a phone or cable carrier which alter the firmware.

Yet, Sonos probably has to consider some remote assistance where they can connect to the customers network and verify/alter the necessary settings. We are in the 21st century and 'least customer engagement' is the support model of choice these days. Additionally instead of telling us customers how to contact us, rather asking for availability to reach out proactively.

This might be a privacy concern for some customers, but the Sonos system should submit automatically diagnostics when network interference or dropouts are recognized. 

Proactive engagement is key.

This said, id like to offer some advice from my own setup:

'Lost' components: Most routers assign dynamic IP addresses to any device connecting to the network. This is very convenient for smartphones, tablets etc, but for systems like Sonos (and not limited to them) not ideal because any change in IP addressing creates a virtual break between the controller app and the components.

Resolution:
Assigning static IP addresses to the Sonos components in the router can usually fix this along with assuring that UPnP (Universal Plug and Play) is enabled. 

@User9861, if you don't mind sharing your modem/router model, i am positive the members of this forum can help guiding you through this process.


Glad to read that it worked out.

I have had my SONOS System for about 1-2 months. I have the Soundbar, Sub, a Player 3 and a Player 5. It worked just fine for a few days, then started dropping music. The Bestbuy salesrep said I may need a "Wifi booster"...so I bought it. Hooked it up...the BOOST is plugged directly into the "wifi router/booster". I keep having to go throughout my house and reset every part of the system. It sometimes will work for a few hours to a few days...then it starts dropping music (through my Google Play app)...and sometimes the other apps. When I spent the (almost $2600 now) on all of this...the Bestbuy salesperson did not inform me that I needed to be a network engineer or have a degree in radio signal interference. He said...just follow the easy instructions to connect the BOOST to your WIFI and it'll be up and running in a matter of minutes! THIS IS TRUE...it only took a few minutes to connect everything and get it up and running. And to be quite honest...I actually love the system when it's working. I have replaced my $3500 Bose system with this system. HOWEVER...I do NOT even know HOW to access the cable company's router...even if I did, I wouldn't know what in the heck to do. It seems to me (being the CEO of a good sized company), that there would have been a lot of testing from SONOS R&D department prior to charging the PREMIUM rate that Sonos is charging for a system that relies so heavily on Internet/Network connectivity and WIRELESS connectivity. In theory, this system is amazing. In reality, I wish I would not have purchased it yet. Not until all of these bugs were worked out. I find this deeply disturbing. $2000 to $3000 investment in a system like this is pretty steep.
Hi User9861,

That is great news. Please let us know if you have any further issues, we're here to help.