Skip to main content
Binx01
Contributor I
January 20, 2015

Unable to connect to Sonos player/Music stops

  • January 20, 2015
  • 38 replies
  • 21150 views
I am having issues with my Sonos system that seems to have started after the latest update?  It does not matter what device I use to control the system...PC based, tablet based, phone based, wired or wireless connectivity, and do have a bridge connected wired.  The system has worked perfectly for two+ years and just started having issues recently.  It starts fine but might “crossfade” midstream during a song or just stops, then may start again after a while or just stops and I see the error message "unable to connect to Sonos player"?  I have rebooted my router and bridge a few times but nothing changes.  The player may play for a few songs then start acting up or may play for longer.  I have 4 Play 5 speakers, one Play 3 speaker, a Sonos Amp and the bridge, and was looking at adding the PlayBar, but am holding off for now.  And after having enjoyed my Sonos system without issue for a few years, I was wondering if the latest update is causing the issues?  I do not have any other issues related to my network and can play the same playlists through my PCs or tablets without any issues, as well as stream any media to my TVs without issue.  Any ideas?
      This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

      38 replies

      Jeff S
      Jeff S
      Retired Sonos Staff
      January 22, 2015
      Hi Bob,

      It sounds like there may be some wireless interference interrupting communication between your Sonos components. To determine if this is the case, and how to fix it, we would like to see some data from your Sonos system. Please send us a diagnostic report and reply here with the confirmation number: How to submit diagnostics.
      Help others find useful content by clicking the like button and selecting the best answer to your question.
      User981359
      Lyricist I
      May 14, 2015
      Hi Bob,

      It sounds like there may be some wireless interference interrupting communication between your Sonos components. To determine if this is the case, and how to fix it, we would like to see some data from your Sonos system. Please send us a diagnostic report and reply here with the confirmation number: How to submit diagnostics.

      I have the same problem...4561158
      Jeff S
      Jeff S
      Retired Sonos Staff
      May 19, 2015
      Hi Bob,

      It sounds like there may be some wireless interference interrupting communication between your Sonos components. To determine if this is the case, and how to fix it, we would like to see some data from your Sonos system. Please send us a diagnostic report and reply here with the confirmation number: How to submit diagnostics.

      Hi User981359,

      I see some wireless interference on your system. This may well be the cause of the connection errors. Please try changing the wireless channel on which your Sonos system operates. Here's how to change the Sonos wireless channel.

      Please let us know if this does not help.
      Help others find useful content by clicking the like button and selecting the best answer to your question.
      razzmatazz75
      Lyricist I
      September 8, 2015
      Same problem here... diagnostic #4883919
      nancykonings
      Lyricist I
      January 18, 2016
      I have the same problem as well... diagnostic # 5380527
      Max P
      Max P
      Sonos Employee
      January 27, 2016
      I have the same problem as well... diagnostic # 5380527 Reviewed your diagnostic and found peaks of wireless interference. Here's an article how: Reducing wireless interference
      Help others find useful posts by clicking the like button and selecting the best answer to your question.
      Anouk
      Lyricist I
      January 30, 2016
      Same problem. Diagnostic # 5420194
      Daniel H
      Daniel H
      Sonos Employee
      February 4, 2016
      Same problem. Diagnostic # 5420194 Hi Anouk, please send a new diagnostics, this needs to happen within 15 minutes of such an issue.
      Help others find useful posts by clicking the like button and selecting the best answer to your question.
      timbracken
      timbracken
      Trending Lyricist I
      February 16, 2016
      Hi - I also have the same problem - I'm glad to see I'm not alone. #5475440
      Thanks.
      Daniel H
      Daniel H
      Sonos Employee
      February 16, 2016
      Hi Tim, please change the Sonos' wireless channel to 11, wait 10 minutes, and submit another diagnostics.
      Help others find useful posts by clicking the like button and selecting the best answer to your question.
      Show more replies
      Terms & ConditionsAccessibility statement