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Solosheep
Contributor II
September 12, 2021
Answered

Play:1 drop outs from all sources while on surround

I have two play 1s linked to a Beam. This is setup as a surround system.

Both play 1s can be connected to Ethernet if needed. The Beam is connected to the TV by the HDMI to Optical cable/adapter.

what I have been finding is the one of the play 1s the “right” one keeps clipping out when watching TV or listening to music. This happens if on WiFi or on Ethernet. 
 

I’m starting to think the play 1 is faulty or failing. I have done a diagnostic report but not sure how to submit it to Sonos as the online chat is not available number is 1438370456

Can anyone offer advice? 

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Corry P
Corry PAnswer
Sonos Staff
September 14, 2021

Hi @Solosheep 

Great - thanks. I see a way forward. Your missing speaker has likely logged-on to your network via a Sky Q box. This is a problem as the Sky Q boxes don’t allow all of Sonos’ used network messaging types to pass through.

The best thing you can do in this situation is to wire either the Kitchen speaker or the Beam to ethernet, permanently. That, plus a 1 minute wait should do the trick, but rebooting the Beam may also be needed.

Alternatively, please do the following:

  • Unplug the Beam and the surrounds speakers from power
  • Unplug your living room Sky Q box from power, plus any more of these that are closer to the Beam than the router is
  • Plug in the Beam, wait for a solid white light
  • Plug in the surrounds, wait for solid white lights
  • Plug in the Sky Q box

It’s possible this can be shortened to “unplug the Sky Q box for half of a minute” :)

Later, if speakers are offline (or rather, online but don’t show in the app) and have solid white lights, the chances are good that a reboot of the Sky Q box will fix it.

I hope this sorts it out for you.

 

Edit: There’s also a TP-Link access point which could cause the same issue.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
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23 replies

GuitarSuperstar
Lead Maestro
September 12, 2021

Make sure you have WiFi enabled under the Beam’s settings and do not wire the Play:1s with an ethernet cable. Unplug the Beam from power for a couple of minutes and reboot your router. If this doesn’t work, if possible, try wiring the Beam to the router with an ethernet cable.

"Receive with simplicity everything that happens to you." - Rashi
SolosheepAuthor
Contributor II
September 12, 2021

@GuitarSuperstar i have tried this. If I wire up the Beam it throws everything out. Even if I reset the Beam to factory settings so not sure what that is about? 
 

currently WiFi on Beam and play 1s  and the right speaker dropping out about every couple of seconds or sooner for 0.5 each time. 
 

I was looking at changing the WiFi Chanel but can’t see this option. 

GuitarSuperstar
Lead Maestro
September 12, 2021

Before you wired the Beam to the router, did you remove the Play:1s as surrounds first?

Try this:

1. Remove Play:1s as surrounds in the Sonos app.

2. Unplug the Beam and Play:1s for two minutes.

3. Wire the Beam to the router while the Beam remains unplugged.

4. Reboot your router.

5. Plug the Beam and Play:1s back in. Wait a few minutes until all speakers are connected and seen in the Sonos app.

6. Add the Play:1s as surrounds to the Beam.

 

You can change the SonosNet Channel under the Network settings in the Sonos app.

"Receive with simplicity everything that happens to you." - Rashi
SolosheepAuthor
Contributor II
September 12, 2021

Hello

ive done this before sadly and the issue comes back after a day or so.

also the Sonosnet is always greyed out on channel 6

buzz
buzz
Grand Maestro
September 12, 2021

Solosheep,

Go to Settings → System → About My System. WM: 0 indicates a unit that is using SonosNet. WM: 1 indicates WiFi and WM: 2 is a private wireless connection between BEAM, surrounds and SUB.

    Corry P
    Corry P
    Sonos Staff
    September 13, 2021

    Hi @Solosheep 

    Thanks for your post!

    Please enable WiFi on your wired Play:1, then disconnect the speaker from ethernet.

    You can ethernet-wire the Beam or the Kitchen speaker, but please don’t ethernet-wire a surround speaker.

    I hope this helps.

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
      SolosheepAuthor
      Contributor II
      September 13, 2021

      Hi @Solosheep 

      Thanks for your post!

      Please enable WiFi on your wired Play:1, then disconnect the speaker from ethernet.

      You can ethernet-wire the Beam or the Kitchen speaker, but please don’t ethernet-wire a surround speaker.

      I hope this helps.

      Hello , I have done this but I still get drop outs. Or it will stay connected for a few days then I will lose the right speaker completely from the surround sound and have to start again from scratch. 

      Corry P
      Corry P
      Sonos Staff
      September 13, 2021

      Hi @Solosheep 

      If by “start from scratch” you mean factory reset, please don’t do this.

      I can only go by what the diagnostic says, and it says the Right Rear Play:1 speaker is wired to ethernet and has WiFi disabled, neither of which we want to be the case.

      Could you please submit a new diagnostic, replying here with the number given? Thanks.

      "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
        SolosheepAuthor
        Contributor II
        September 14, 2021

        Hi @Solosheep 

        If by “start from scratch” you mean factory reset, please don’t do this.

        I can only go by what the diagnostic says, and it says the Right Rear Play:1 speaker is wired to ethernet and has WiFi disabled, neither of which we want to be the case.

        Could you please submit a new diagnostic, replying here with the number given? Thanks.

        Here you go. I’ve now lost the left speaker. So it’s very random last a day or so. Here is the latest 2014136582

         

         

         

         

        Corry P
        Corry PAnswer
        Sonos Staff
        September 14, 2021

        Hi @Solosheep 

        Great - thanks. I see a way forward. Your missing speaker has likely logged-on to your network via a Sky Q box. This is a problem as the Sky Q boxes don’t allow all of Sonos’ used network messaging types to pass through.

        The best thing you can do in this situation is to wire either the Kitchen speaker or the Beam to ethernet, permanently. That, plus a 1 minute wait should do the trick, but rebooting the Beam may also be needed.

        Alternatively, please do the following:

        • Unplug the Beam and the surrounds speakers from power
        • Unplug your living room Sky Q box from power, plus any more of these that are closer to the Beam than the router is
        • Plug in the Beam, wait for a solid white light
        • Plug in the surrounds, wait for solid white lights
        • Plug in the Sky Q box

        It’s possible this can be shortened to “unplug the Sky Q box for half of a minute” :)

        Later, if speakers are offline (or rather, online but don’t show in the app) and have solid white lights, the chances are good that a reboot of the Sky Q box will fix it.

        I hope this sorts it out for you.

         

        Edit: There’s also a TP-Link access point which could cause the same issue.

        "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
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