Contributor I

Unable to connect to Sonos player/Music stops

Forum|Forum|11 years ago
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?

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A

artistiq

Lyricist II

I'm running a Mac Book Pro with OS X 10.10.5.

I just setup a system and tried to connect my local iTunes music folder. Based on the vague instructions, I went into Preferences>Sharing and clicking on "file sharing", and it still failed several times prompting the dialog "unable to connect to folder...".

I restarted Sonos and relaunched Finder still with no success.

I did gain success when I went into the Folder's info panel and activated the "Shared Folder" setting. (selecting the folder and then pressing command+i of File>Get Info). I did this to the parent and two nested folders that contain the music, but I'm not totally sure if you need to just do this to the parent and/or the child directories as well - I happen to do it for all of my relative directories.

Then it took a long time for the library to be added. My library is over 180GB, and I just let it run overnight. I'm not sure how long it actually took, but over an hour.

additional note: I did this to have access to my personal library of music, but also to play audio books downloaded from Audible and added to my iTunes library. Unfortunately, the audio book from Audible did not show up, I searched genre>Audio Books, by artist (author), by song/book title, and I cannot find it anywhere in my library. It is definitely in my iTunes library and I checked the directory inside the library location. But it is not showing up in Sonos.

Jeff S

Retired Sonos Staff

I'm running a Mac Book Pro with OS X 10.10.5.

I just setup a system and tried to connect my local iTunes music folder. Based on the vague instructions, I went into Preferences>Sharing and clicking on "file sharing", and it still failed several times prompting the dialog "unable to connect to folder...".

I restarted Sonos and relaunched Finder still with no success.

I did gain success when I went into the Folder's info panel and activated the "Shared Folder" setting. (selecting the folder and then pressing command+i of File>Get Info). I did this to the parent and two nested folders that contain the music, but I'm not totally sure if you need to just do this to the parent and/or the child directories as well - I happen to do it for all of my relative directories.

Then it took a long time for the library to be added. My library is over 180GB, and I just let it run overnight. I'm not sure how long it actually took, but over an hour.

additional note: I did this to have access to my personal library of music, but also to play audio books downloaded from Audible and added to my iTunes library. Unfortunately, the audio book from Audible did not show up, I searched genre>Audio Books, by artist (author), by song/book title, and I cannot find it anywhere in my library. It is definitely in my iTunes library and I checked the directory inside the library location. But it is not showing up in Sonos.

Hi Artistiq,

Usually setting the sharing permissions in the system preferences menu will also set the permissions on nested folders. This sometimes does not work due to account permission issues or custom security settings. A library of that size will take a long time to index.

Audible is no longer available on the Sonos system so your system will be unable to index or play your Audible files.

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T

Triven

Contributor I

Sonos connect amp is hardwired with Ethernet and has worked flawlessly over these few years. As of a few days ago , it vanished and when power recycled it shows up but cannot connect to any music or radio . Have submitted Diagnostics #6321435.
Please Help!

Jeff S

Retired Sonos Staff

Sonos connect amp is hardwired with Ethernet and has worked flawlessly over these few years. As of a few days ago , it vanished and when power recycled it shows up but cannot connect to any music or radio . Have submitted Diagnostics #6321435.
Please Help!

Hi Triven,

It looks like your Sonos system is not up to date. This could be the reason why it isn't connecting to music services. Please run updates and let me know if any issues continue. Here's how to update your system.

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M

Michael10

Lyricist I

Having trouble connecting to one of my Sonos 3. Diagnostic # 6343524

Jeff S

Retired Sonos Staff

Having trouble connecting to one of my Sonos 3. Diagnostic # 6343524

Hi Michael10,

There's some wireless interference which is likely the reason your PLAY:3 isn't connecting. Please try changing your Sonos system's wireless channel, here's how.

It may also help to reboot your router and the missing player. It looks like the unit is communicating with your other speakers but it has lost its IP address, probably due to the interference.

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J

Jsbrava

Lyricist I

Connect amp, living room 2, keeps dropping out diagnostic 6368920

R

raldrey

Lyricist I

Hi Sonos,
I am having constant issue with audio quality and skipping songs. I have Sonos Connect and 2 Sonos Connect Amp. My diagnostic information is: 6531456.

I get error codes 1001 and 1002 very, very often trying to play back from Spotify or even from local music on my phone. I have tried to change the channel number in the router per your recommendations and that still does not improve/fix the issue.

Thanks !

Jeff S

Retired Sonos Staff

Hi Sonos,
I am having constant issue with audio quality and skipping songs. I have Sonos Connect and 2 Sonos Connect Amp. My diagnostic information is: 6531456.

I get error codes 1001 and 1002 very, very often trying to play back from Spotify or even from local music on my phone. I have tried to change the channel number in the router per your recommendations and that still does not improve/fix the issue.

Thanks !

Hi raldrey,

Your speakers are losing connection to your wireless network from time to time. This could be due to the extended network nearby which is on the same channel as your main network. Please try to change the wireless channel on your extended network to 6 or 11 and see if that helps.

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S

Simon_148

Contributor I

Same here
7132143

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