Connection Lost to Google and Amazon

Hello @ngin,

Welcome to the community and thank you for reaching out to us with your playback issue. 

It looks like you have reset your Sonos system since reaching out to us. Are you continuing to experience playback issues? 

Is it possible to wire one of your Sonos players directly to your Eero router with an Ethernet cable to see if this changes the playback performance. 

If necessary, please submit another diagnostic report and I’ll be happy to look it over.

Hi Jean,

I am still having the issue. My latest diagnostic report number is 1291508998. The same issue is happening where when I try to play a station, playlist, album or song, the error message says either that it can’t add the music to my queue or that the connection was lost.

Hello again @ngin, and thank you for the follow up. 

I’ve taken a look over your reports and it looks like you’re in a fairly busy (WiFi) environment which could be contributing to your playback woes. 

Can you tell us how far away your three speakers are from each other and from the primary Eero router?

Do you have plaster or concrete walls that could be blocking or interfering with your overall network communications?

You may find this article on network interference useful although it may not be possible to change the WiFi channel on you Eero from channel 1, but there may be some other ways that we can iron out the wrinkles here. 

Hi Jean, 

One speaker is in the same room, maybe 12-15 feet away with nothing to interfere. The second is in the next room over, an additional 15 feet away. The third is upstairs from the primary Eero, but in the same room as the beacon/booster, 5 or so feet away.

This is a new occurrence. I have not had this issue before and my floor plan and Sonos layout have not changed. 

The Eero is the newest variable, which I set up in November. I wonder if it is related.

Thank you for your response @ngin,

Usually When I see the kinds of latency and communications issues that I do in your system, There’s a couple of things that I would want to look at. 

First would be the actual location of the speakers themselves. Are your speakers sitting on or near anything metal or electronic that could be interfering with communications?

Is there any way that you can wire one of your speakers to the primary Eero node and test music playback? 

When any one Sonos speaker is wired, it begins broadcasting it’s own mesh network and I’d be interested to see if this changes the playback behavior.

If you can provide any information about the router or modem that is feeding your Eero router, that would also be helpful in helping us identify the weak link in the chain.      

Hi there. This is still an issue. I wired one of the speakers into the modem and I still received the same error.

I also just tried to update my system and I get a code 30 error. This is incredibly frustrating.

As far as  router info, I have an Arris Surfboard SB6183. I just now have the Sonos running through a Netgear GS605 switch since I changed the system to wired. 

I just submitted diagnostics: 188835442

Hello @ngin,

Thank you for the additional information on your system. 

Since you are getting Update Error 30 you will need to start by unplugging your other two Sonos Play: 1s from power. Start by working only with the Living Room player that is wired into your Eero and follow these steps: 

1. Reboot your Arris Surfboard, your Netgear switch and your Eero router by unplugging them from power for about a minute each.
2. Reboot the Living Room Play: 1 by unplugging it from power for about 10-20 seconds.
3. When your player connects again try the update. your other two players should remain un-powered until this update completes. 
4. If possible wire the Sonos product directly into your Eero router than than the Netgear switch. 
5. If you are successful in updating this single player, plug the remaining players in one at a time and complete the pending updates. 

Please report back and let us know how you are doing.   

Unfortunately, the update still didn’t work. 

@ngin, are you getting the same error code?

Can you please submit a follow-up diagnostic report and respond with the number?