Contributor I

Answered

« Unable to load content » - my relationship with SONOS is turning bad

Forum|Forum|1 year ago
December 15, 2024
15 replies
496 views

I can’t deal with this « unable to load content » anymore. From Sunday morning whereas I am just looking for a chill breakfast with family to Friday night when friends are coming over. I am spending more time trying to play music than chatting with friends and family. I don’t like this relationship I am having with you SONOS, we need to go talk!

How to fix this?

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Best answer by Airgetlam

However, if you do need to talk to Sonos, you can call Sonos Support directly to discuss it. Posting here puts you in contact with the community.

Show previous replies

Fernando_1

Lyricist III

@Airgetlam: yes, I meant PLAY:3, not SONOS:3. While I’m not looking for help on today’s particular issue (the reason I came here was to see if anyone else was experiencing the exact same thing), I can add that I’ve had the exact same setup for around 7 years. I can’t rule that there’s no WiFi interference around this particular PLAY:3, but I can very confidently say that there’s no new WiFi interference, and today’s erratic speaker behaviour I have never seen. It must have dropped off around 10 times in under 1 hour.

@Ken_Griffiths: I can’t see how the app could cause 1 speaker to randomly drop off either, but I don’t know what behaviour a controller update triggers behind the user interface (there certainly is a constant back-and-forth communication between the speakers and the app, as the app can “report” in real time speaker volume, song progress, etc). I’m sure nobody around here can see how the new app that’s been around since May still can’t smoothly control volume, how it can take as long as 30 seconds for the app to reconnect to the speakers after re-starting, how the Sonos engineering team still can’t restore playlist editing, and a long list of etcs. But the fact that we can’t imagine how it’s possible doesn’t mean that it’s impossible. I can only see from my empirical standpoint that nothing on my end has changed except for this one factor, so it’s a fair assumption that it could have an effect.

Ken_Griffiths

@Ken_Griffiths: I can’t see how the app could cause 1 speaker to randomly drop off either, but I don’t know what behaviour a controller update triggers behind the user interface (there certainly is a constant back-and-forth communication between the speakers and the app, as the app can “report” in real time speaker volume, song progress, etc). I’m sure nobody around here can see how the new app that’s been around since May still can’t smoothly control volume, how it can take as long as 30 seconds for the app to reconnect to the speakers after re-starting, how the Sonos engineering team still can’t restore playlist editing, and a long list of etcs. But the fact that we can’t imagine how it’s possible doesn’t mean that it’s impossible. I can only see from my empirical standpoint that nothing on my end has changed except for this one factor, so it’s a fair assumption that it could have an effect.

I don’t see any of the issues you mention - if I open the App (from a fully closed state), all Sonos rooms connect in a matter of a few seconds (or less). Volume controls have no issues on my network. I still think the issues you have are ‘likely’ something local, rather than Sonos-App related.

I’ve attached a couple of screen-captures from my iPhone XR App, just ones I think may cover at least some the issues that you mention with your own Sonos App.

In my own case, the Sonos devices run on a WiFi-6AX mesh setup and where available, I utilise their faster 5Ghz WiFi connection to the LAN. I choose to not use the (now) much slower SonosNet signal.

In the Sonos App (where shown) the device SNR connection levels are at 45dB, or higher, as mentioned in this Sonos Support link:

https://support.sonos.com/en-us/article/understanding-the-network-details-section-in-the-sonos-app

I personally found, early on, that improving my own device SNR connection levels to the 5Ghz WiFi band (where practicable), noticeably reduced the type of latency issues that you mention.

I do a number of other things besides., but if not tried already, you could perhaps take a look at your devices connection type and signal level, just to see if it might improve what you’re seeing at the moment.

Fernando_1

Lyricist III

Your assumptions seem all spot-on, but I don’t think I am facing network challenges. My router is, albeit not in line-of-sight, not even 4 meters/12 feet of the PLAY:3. SNR is excellent, and I’m too using the 5 GhZ connection:

Also, while my volume sliders move exactly like yours, the speakers just don’t react to them, at least not for a good 5 to 10 seconds.

My whole point in this conversation is that the new application is mediocre, in its current 3-times patched, in the best case. The undisputable, overwhelming reaction of the global community was clear, and Sonos acknowledged it...the current software has many issues, it’s not just lacking features. The Sonos Chief Innovation Officer, in the 10th December update (2.5 weeks ago), wrote that “we have been beta testing several features and fixes, with a particular focus on improving system setup and the reliability of adding new products, volume control and responsiveness”.

Finally, the fact that you haven’t seen any complaints during the holidays other than the OP’s doesn’t mean that there aren’t issues. It could just mean that people don’t know of this website, can’t be bothered troubleshooting via the community or by themselves, are going to do it after the holidays, that they lost trust in Sonos already, or any other possible reasons. I just wouldn’t be too dismissive of other people’s challenges with a software that everyone knows that is severely lacking.

Ken_Griffiths

@Fernando_1,

I certainly wasn’t trying to be dismissive - I’m just suggesting some things that might perhaps help if you’re having volume-control issues, delay with the App finding your speakers and the sound dropping out from your Play:3 - which, in the latter case, I still don’t personally think is likely Sonos App related.

Your suggestion of the App communicating/polling the speaker, or vice versa, still does not explain why other users with Play:3s are not widely reporting the issue, or why your other speakers on your own network are not encountering the same issue.

FWIW I did record my iPad App opening from a fully closed state earlier today and display my Sonos rooms and again the connection to all is within a couple of seconds and not as long as you described earlier - So that still makes me think you may have network latency issues and that the mDNS/SSDP multicasting packets are perhaps encountering some latency issues too over your network - i guess that might even be something running on your controller device that’s causing that ‘discovery’ issue (not that it would be the cause of your Play:3 dropout, however). It could just be general ‘intermittent ’WiFi interference, perhaps, as suggested by @Airgetlam earlier - so it might be worth looking at the WiFi interference link he provided.

If after that the problems mentioned do persist it maybe best to reproduce the issue(s) seen and then immediately submit a Sonos system diagnostic report from within the Sonos App, note it’s reference and contact/chat with Sonos Support Staff via this LINK and see what the Staff can perhaps suggest to help you to resolve the matter.

Fernando_1

Lyricist III

I’m not worried about my PLAY:3 glitching. I’m dead certain it’s on SONOS’ end, not my network (I play online frequently, and in several of my games there’s a permanent on-screen ping clock): a very short WiFi dropoff would affect my gaming big time, it would be visible in the ping clock, and should not affect music playback in a single speaker (which is about 2 meters away from my computer in line-of-sight) which probabyl has a very decent buffer. So I’m very confident it will be fixed with an upcoming update. I don’t feel very cynical when I say they will break something else, but I’m getting used to it.

I would like to stress my point once more: I can imagine Excron’s issues setting up his sytem, as system setup is a known issue with Sonos’ current software, as pointed out by Sonos themselves in their official updates.

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