Contributor II

Answered

Play:1 drop outs from all sources while on surround

23 replies
331 views

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?

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

Corry PAnswer

Sonos Staff

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

Show previous replies

S

SolosheepAuthor

Contributor II

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.

Ok I will try your suggestions

I have disabled all of the sky Q Wi-Fi already as it’s connecting directly by Ethernet. The TP Link is also only a powerline ethernet connector and has no Wi-Fi ability.

I will report back

Corry P

Sonos Staff

@Solosheep

Your speakers see 3x Sky and 1x TP-Link WiFi broadcasts with the same name on 2.4 GHz.

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

S

SolosheepAuthor

Contributor II

Im Not sure why as the TP - link that are in range are power plug only. The Sky Q box is Ethernet only.

the only sky device I have that send WiFi are too boosters one in the sun room and one in the upstairs office.

once I follow the instructions above would I disable the WiFi on the Beam?

S

SolosheepAuthor

Contributor II

I have followed the instructions and for now disabled the Beam WiFi and changed the channel to 1 as a test . Latest report here 886229547.

Appreciate your patience and help this far.

S

SolosheepAuthor

Contributor II

Ok I have enabled WiFi back on the Beam. Now getting sound from both rear speakers. But the right one still drops out but not as much.

new report

1380758114

Corry P

Sonos Staff

Hi @Solosheep

Yeah - you want to keep the Beam’s WiFi on, otherwise the surrounds won’t work.

There are no playback errors reported - it all looks good in the diagnostic. I would reboot the TV and router by removing power from both for a minute, just to make sure everything is feeling refreshed.

I do recommend that you remove the WiFi credentials from the Sonos system: Settings » System » Network » Manage Networks.

From then on, the Beam (or Kitchen) must be wired to ethernet for your whole system to be able to work.

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

S

SolosheepAuthor

Contributor II

Hi @Solosheep

Yeah - you want to keep the Beam’s WiFi on, otherwise the surrounds won’t work.

There are no playback errors reported - it all looks good in the diagnostic. I would reboot the TV and router by removing power from both for a minute, just to make sure everything is feeling refreshed.

I do recommend that you remove the WiFi credentials from the Sonos system: Settings » System » Network » Manage Networks.

From then on, the Beam (or Kitchen) must be wired to ethernet for your whole system to be able to work.

Ok so I will remove the WiFi as suggested and keep the beam on Ethernet. I can’t wire the kitchen due to its location .

if the right speaker keeps dropping out would this then be a physical issue? If so how could determine this?

Corry P

Sonos Staff

Hi @Solosheep

There are no hardware issues being reported by the right surround speaker. Let’s see how it goes, and if you get any further dropouts (either heard or the speaker missing from the app) please immediately submit a new diagnostic and reply here with the number given when convenient. If the speaker was missing from the app, please submit another diagnostic when you see it come back. Please try not to reboot the Beam or the right surround from now on so we can get as many logs as we can. The diagnostics will show if there was any interference or other cause of playback hiccup at that moment, and we’ll work from there. Due to the change in how the system now connects, the previous diagnostics no longer really apply.

If there is a problem with the speaker, we’ll get to the bottom of it.

Kitchen on WiFi will be fine - we just needed one unit to be wired so that Sonos devices don’t attempt to connect to the various WiFi access points. When a Sonos device is wired to ethernet it creates a hidden WiFi network that any Sonos device, belonging to the same owner, will prefer over any other WiFi connection. We call this SonosNet. So, your kitchen speaker now connects to the Beam for it’s network connection, as will any speakers you add in the future (other than Move or Roam). Surround speakers don’t work well in this ethernet-wired role, for various reasons.

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

S

SolosheepAuthor

Contributor II

No connection now again. I have followed the app advice but nothing :(

Diagnostic: 1317750818

Corry P

Sonos Staff

Hi @Solosheep

Rebooting your router, and then (when router reboot is complete) rebooting the Beam should help.

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

Show more replies

Sign up

Login to the community