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Playbar sound sometimes interrupts (drops)

  • June 22, 2020
  • 3 replies
  • 280 views
A
  • TV zone Playbar + Sub + AMP (LR + RR) sometimes stop music then continues for ~10 s
  • All devices connected directly to root switch by cable. RSTP configured on switch.
  • All AMPs stays in rack. Playbar + Sub in TV room.
  • Internet connection is fast and reliable.
  • All other zones (AMPs) works fine.
  • Only happens when playing streaming services like Apple Music or TuneIn. Never on TV optical connection.
  • Have tried full reset, depair AMP (LR + RR), switch Playbar with another (original Playbar working fine in another location now), disable RSTP completely. No effect.
  • Can provide video when this happens (nothing interesting, audio stops then continues).
  • Diagnostic report 1933998374.
  • Maybe related, dont know: Playbar sends to Sub and AMP (LR + RR) “/ZoneGroupTopology/Control” and receive “Internal Server Error UPnP error 800”. See in packet sniffer.
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3 replies

A
  • Alekseeva
  • Author
  • Contributor I
  • July 2, 2020

Is there a chance that someone will help us?

Maybe another report needed?

Paul A
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  • Paul A
  • Retired Sonos Staff
  • July 7, 2020

Hi @Alekseeva.

Welcome to the Sonos community and thank you for reaching out to us.

Based on the diagnostic submitted, WiFi interface on your Sonos amp acting as surrounds to your Playbar was disabled. 

I would like to recommend trying the following guidelines and see what happens.

  1. Enable Wifi on the Sonos amp and test. (submit a diagnostic so we can check what happened)
  2. Unplug the Sonos Amp and Playbar from the router and test if it helped fix the issue. (submit a diagnostic so we can check what happened)
  3. Connect Sonos amp directly to the Playbar via ethernet cable and test if it helped. (submit a diagnostic so we can check what happened)
  4. Conenct only the Playbar to the router and test again. (submit a diagnostic so we can check what happened)

Let me know how it goes.

Thanks,

 

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A
  • Alekseeva
  • Author
  • Contributor I
  • November 27, 2020
  • Sonos AMP’s (including those acting as surrounds) don’t have Wi-Fi coverage with Playbar because of many walls and far distance. But we try enable Wi-Fi and drops increased, so we turned it off back.
  • This Playbar work without drops in another place, and another same Playbar work with drops in this place, so this is something weird with this place, not a particular Playbar.
  • We done full check of the network and updated to latest Sonos firmware, then right after sound interrupted again we submitted a diagnostic report 600701902. Can you determine what happened by this report?
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