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moc3
Contributor I
October 30, 2020
Question

Sonos Beam freezes and unresponsive

purchased new sonos beam; successfully setup then within a few mins it froze and played white noise until it was unplugged. did factory reset many times; reset router etc; replaced HMDI ARC cable with optical; overnight it has frozen again with touch buttons unresponsive and not visible in app; remove power for 5 mins and it returns until the next time it freezes.  I did send a diagnostic report but now its happened whilst writing I can’t. please help

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4 replies

moc3Author
Contributor I
October 30, 2020

diagnostic submitted 409991253

Mark P
Mark P
Retired Sonos Staff
October 30, 2020

Hi @moc3.

Welcome, thank you for reaching out to Sonos Community, I totally understand where you're coming from and I’m here to help.

Where did you purchase the beam?

Check the diagnostic report and no issue we've seen so far.

Since you already replaced HMDI ARC cable with optical cable and even doing a factory data reset still showing irregularities especially the touch button is unresponsive.

Much better to get a replacement for this product.

You can contact our customer phone support to know more about the manufacturer's warranty.

Let us know if it works. If you need help with any other information, please be sure to let us know.

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moc3Author
Contributor I
October 31, 2020

Hi Marc

Thank you for your prompt response. I bought the Sonos Beam from John Lewis online in the UK. It arrived on Thursday and ever since I’ve been debugging the problem, which is less than ideal. Last night it repeatedly froze again. I did another diagnostics upload after one of the failures # 990698728. Does this show up any faults?

As it is faulty with no resolution despite following all of the troubleshooting I believe I can return to John Lewis and ask for a replacement. But I’d like to know if the last report shows up anything obvious before I do so.

Thanks, Martin.

Mark P
Mark P
Retired Sonos Staff
October 31, 2020

Hi @moc3.

Welcome, thank you for reaching out to Sonos Community since you already tried all troubleshooting steps let me help you further.

Nothing strange showing in the diagnostic report you provided, but just to make sure here are router settings that need to be verified.

You can contact your ISP or the manufacturer of the router for assistance.

a. Auto channel must be set to Off

b. Choose best non-overlapping channel (1,6,11)

c. Set channel bandwidth to 20MHz

d. Both 2.4GHz and 5GHz should be enabled

e. 802.11 band should be set to b/g/n

f. Airtime Fairness should be disabled

Let us know if it works. If you need help with any other information, please be sure to let us know.

 

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