Update on S2 fixes

No access to music library since May (yes I followed the instructions on permissions blah blah blah). Streaming services not streaming or look like they’re streaming but nothing plays on the speakers. And since the ‘update’ last week I now have a speaker randomly disappearing and reappearing (sometimes with volume slider missing), grouping failing or falling apart and no music playing or stuck on a stream that decided to stop mid stream. Must be a network problem as it can’t possibly be SONOS. Should I reboot my router? /s

Are you running your Sonos devices on a wireless sonosnet signal, or are you using your local router WiFi? If it’s the latter, then see the below link and check your device connection and SNR level for the speaker that’s disappearing intermittently. Ideally it needs a strong signal, so perhaps see if it has an SNR level of 45dB, or higher. Although it should be fine at a level around 30dB.

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

@mvosloo My experience was similar.  The app update seemed to make things worse and I finally lost patience.  The morning after posting here, I received a slew of hardware updates which improved things considerably, although still not 100%.  I’m unsure if auto updates aren’t working correctly at the moment, or if the app update caused other issues they had to get patches out for or what.  Anyway, click on the settings cogwheel in the top right, then “Manage”, then “System Updates”, then “Check for Updates”.  You can also check that all your speakers are on the newest version by clicking “About Your System” instead of “System Updates”.  I *think* the newest version is 16.4.2.  Hopefully you have some hardware updates waiting that will clear up some of your issues. 

@wallymonster Yes my software and system is up to date (16.4.2) and there are no further updates available.

@Ken_Griffiths I’ve gone through the app settings and nowhere does it show dB wifi signal levels nor do I have the options decribed in the article. All I can see is that Enable WiFi is checked under Connection.

Under Settings > Manage > Network it looks like I’m running on SonosNet Channel 11.

The speaker issue started immediately after the last update. It updated each speaker and errored on one of the speakers. After a couple of retrys it said update successful but one of the speakers was missing. I unplugged all the speakers and plugged them in again and the speaker reappeared but now sometimes disappears (and its about 1m from a mesh node). The volume bar isssue on this speaker pre-dated the last update, appearing after the previous update. Maybe the speaker is on the way out but with all the app issues how would I know whether its the app or the speaker?

The problem I have is that I shouldn’t have to spend time fault finding and fixing my speakers (and finding workarounds so I can access my music on my PC) nor have to scour community websites and bulletin boards to find out that all the sudden problems I had in May were due to the new app (it was months before an official email from SONOS acknoweldged that there was a problem) - I have better things to do with my time and for those that are not particularly technically literate, it must be a nightmare. SONOS should have been able to roll back their update as soon as all the problems arose.

In their rush to push out new products they have alienated their existing users and totally trashed their reputation. And to be frank, keeping their users regularly updated on what is happening to correct all these problems is the least that they can do. One apology from the CEO just doesn’t do it for me.

I’m already buying Echo speakers to replace SONOS. Although the sound may not be as good, at least they work with zero issues.

If you're on Sonosnet you won't see the WiFi signals etc. as they're related to the signal back to your router/Access Point etc. and Sonosnet meshes the Sonos devices together.

Try accessing HTTP://IP ADDRESS OF SONOS DEVICE>:1400/support/review

How does the matrix look? The colours (and numbers) give a guide to how well the devices are connection to each other..

Speaker shows as Green. Highest numbers are:

Inbound: 35
Outbound: 31
STP state: undefined

Noise Floor: -117, -113, -113
OFDM ANI level: 0

Ken has been very helpful to me, and he suggested some of the same solutions. He ran out of suggestions. I am now up to 65 emails back and forth with an engineer who has not been able to stabilize my system yet.   That doesn’t include hours on the phone with support. 
 

My point is… the website says Sonos is “Effortless Listening.”  The consumer should not have to continually read the Community Posts and work with support like I have experienced since May.  This is not effortless and I am certainly not “delighted” as the CEO said we would be in the future. 
 

Brian

Some info. about what you’re seeing in the Sonos matrix. Note that newer Sonos products do not report in this area anymore as they do not use SonosNet… 

When the information is available, the colour of the left column gives an indication of ambient conditions. It's based on the noise floor and the active noise rejection…

OFDM ANI for newer devices, 

or OFDM Weak signal level for older ones. 

• ANI goes from 0 (good) to 9. 

• Weak signal level …used to go from 5 (good) downwards, but in more recent times, larger values have started appearing for some reason. 

A node which connects to the wired root is secondary. One which connects to a secondary is tertiary. 

Noise Floor values - is just the amount of wireless noise in the area.

• Pretty much. -90dB (or better) is desirable.

Just for info…

OFDM = Orthogonal frequency-division multiplexing; 

ANI = Automatic Noise Immunity

• Inbound & Outbound ....30 and up is desirable. The maximum is 63.

@sjw@Ken_Griffiths Thanks for the network matrix info!  That’s awesome.  I didn’t know I could access that.

 Why in my matrix does the Arc show as Undefined?  Other values are:

Inbound:    58

Outbound: 60

STP state: forwarding

 All the filled boxes are gray.  This is on the Safari browser on iPhone.