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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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SolosheepAuthor
Contributor II
October 12, 2021

Hi @Solosheep 

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

I did this but had to re add the speakers back. I have come across another strange issue now it is connected via a wire. I seem to lose internet connection to sonos after 12am till sometime in the early morning. 
 

i do not have any router settings that would cause this but it’s very confusing and I can’t even record a diagnostic. 

SolosheepAuthor
Contributor II
October 13, 2021

1511741186

Corry P
Corry P
Sonos Staff
October 13, 2021

Hi @Solosheep 

I think, at this point, that it may be best for you to get in touch with our technical support team, who will go through some troubleshooting steps with you in real time (though if you haven’t tried rebooting the surrounds after the Beam was rebooted, I’d give that a go first). Please call rather than chat, if you can. Thanks.

If you’re confident that you could figure out how, it may be worth assigning static IP addresses for the Sonos devices in your router’s settings. On occasion, I’ve even seen on Sky routers that disabling IPv6 can help. If you don’t know how to do these steps, I recommend calling in.

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