intermittent audio drop outs

Hey there. Thanks for the diagnostics. They showed a bit of WiFi interference. This is often the cause of audio playback issues. If those links don't work, not to worry, we can certainly get to the bottom of this for you. Following any further occurrence of this issue or changes in your setup, please submit a further diagnostic and respond with the confirmation number. This way we can identify the cause. Many thanks in advance.

Thanks for your response. I got some suggestions from Sonos Support via Twitter but then solved it earlier this evening and i’ll share how if only to give other forum members a chance to chuckle at my expense!

I’d never used or seen an optical cable before, but needed to use it as I don’t seem to have HDMI arc. That meant I plugged it in just as it came in the box - including what I later discovered was a transparent protective cap that was supposed to be removed!

It didn’t seem to fit snugly when I first pushed it into the tv, but I thought maybe that was just a design flaw. The sound set up all went ok, music sounded great and I only seemed to get tiny drop outs during tv watching. It was only when I googled a picture of an optical cable today that I saw pics without the transparent cap in place and suddenly the penny dropped! Am now enjoying great sound with no drop outs !

I'm also getting intermittent drop outs lately. I've submitted a diagnostic already, but here's another one: 1134017811

I'm also getting intermittent drop outs lately. I've submitted a diagnostic already, but here's another one: 1134017811

Hi Cannync,

Thanks for sending in the report. I see some wireless communication errors between your Sonos components. Please try changing the wireless channel your Sonos system is using and see if that helps.

I am in India and using play 5 (first generation), since last one year, there has been continuous problem with audio drop and jump, lag in receiving command from controller. I contacted several times the support team. Regretfully, their support ends just by replying to my mail. And asking me to do
1. Change router channel
2. Change the location of play 5
3. Check for interference
Needless to say, I have tried every thing. Followed each instructions meticulously sent number of logs , but without any avail. Sonos support staff is clueless. Or they know the issue and do not have solution. I am compelled to stream through controller and stream either through alexa or Bluetooth.

Any one of you have the similar issue?
why sonos does not have solution?
do they have really a buggy set up?
I put off my plan to add more speakers, and seriously looking for alternate system.

Wish Apple really takes over sonos, with hope, they will have better skill in solving the problem

I am in India and using play 5 (first generation), since last one year, there has been continuous problem with audio drop and jump, lag in receiving command from controller. I contacted several times the support team. Regretfully, their support ends just by replying to my mail. And asking me to do
1. Change router channel
2. Change the location of play 5
3. Check for interference
Needless to say, I have tried every thing. Followed each instructions meticulously sent number of logs , but without any avail. Sonos support staff is clueless. Or they know the issue and do not have solution. I am compelled to stream through controller and stream either through alexa or Bluetooth.

Any one of you have the similar issue?
why sonos does not have solution?
do they have really a buggy set up?
I put off my plan to add more speakers, and seriously looking for alternate system.

Wish Apple really takes over sonos, with hope, they will have better skill in solving the problem

Hi there,

The symptoms you've described match the troubleshooting steps given. It sounds like you have wireless interference causing audio interruptions. Please see this guide for help addressing the most common causes of audio interruptions.

You can also submit a diagnostic report after these drops happen, then reply here with the confirmation number. I'll take a look and give you some things to try.