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mlogic
mlogic
Contributor I
October 15, 2017

Speaker dropping out or showing but not controllable

  • October 15, 2017
  • 14 replies
  • 598 views
Since updating Sonos apps and iPhones and iPad and the speaker has become erratic and constantly dropping out or showing device list but unable to control it.
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14 replies

Keith N
Keith N
Sonos Staff
November 8, 2017
Hi there, mlogic. Are you still experiencing this issue? Since posting this, we have released a few updates that should improve performance. If you are still having this problem, please submit a diagnostic report and reply with the confirmation number it gives at the end.
Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.
mlogic
mlogicAuthor
Contributor I
November 8, 2017
So far, it has been stable for last few days. It seemed to have done another update just now. My diagnostic number 8057121.
Keith N
Keith N
Sonos Staff
November 8, 2017
Good to hear. Things are looking good so far. Feel free to reach out should you run into any problems.
Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.
mlogic
mlogicAuthor
Contributor I
November 10, 2017
Dig report : 8067996
speakers has all disappeared from all controllers - iPhone, pc, Mac and iPad.
Keith N
Keith N
Sonos Staff
November 10, 2017
Thanks for the update and diagnostic report, mlogic. For troubleshooting purposes, if you were to plug in one of the PLAY:3's into the router via Ethernet cable, do the issues persist? This will help us to determine the cause of the dropouts. Additionally, what is the model number of your TP-Link router?
Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.
mlogic
mlogicAuthor
Contributor I
November 30, 2017
At this moment I do not have cable in the house to connect my Sonos. I am working on cabling all rooms with cat 6. Router in question is TP-Link Archer C9 AC1900 v1 with the latest Firmware.
mlogic
mlogicAuthor
Contributor I
November 30, 2017
Another dropout last night loss all speakers
Keith N
Keith N
Sonos Staff
November 30, 2017
Hello again, mlogic. Thanks for the update. At this point, I feel it would be best for you to give our support technicians a call if possible. We've been working together on this for almost a month with spotty results. I want to respect your time and efforts so far by making sure we get you to a solid solution. That way you can enjoy the music and not spend your time here 😛

I've taken the liberty of creating a support ticket that encapsulates our correspondence here so far. Your reference number for this ticket is 171130-002719 and our contact information can be found here.

I sincerely appreciate your efforts so far, and hope to get you reliably enjoying Sonos as soon as possible.
Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.
mlogic
mlogicAuthor
Contributor I
December 2, 2017
Another dropout with all devices ... report info in screenshot
Keith N
Keith N
Sonos Staff
December 4, 2017
Thanks, mlogic. This has been added to your ticket. Please give us a call when you are available to do so.
Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.
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