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kdancyger
Contributor I
December 18, 2017
Question

Sonos Connect unrecognized and losing connection constantly

I have a Sonos Connect connected to my stereo and 3 sonos:1 speakers. My Sonos Connect will not stay connected to the network and when it does, only works for a short period of time before I need to unplug and re-plug it. Even that sometimes will not work to get it back on the network. Is Sonos Connect so sensitive that it needs to be so far away from any other wireless hardware? I have no connectivity problems with any other devices, including Apple TV, PCs, phones, iPads, etc. I recently connected the Connect again and ran a diagnostic: 8234741
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24 replies

Keith N
Keith N
Sonos Staff
December 20, 2017
Hello there, kdancyger. Thanks for posting and for the diagnostic report. The diagnostic report shows about 41 seconds of uptime for the CONNECT. We need the CONNECT to stay on a little longer, before submitting the diagnostic report. This will allow the unit to collect data on its surroundings and the network. Please submit another diagnostic and I'll be happy to take a look. Thanks again!
Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.
kdancygerAuthor
Contributor I
December 20, 2017
Ok -- Had a really hard time reconnecting tonight... Took several reboots but here is the new diagnostic report: 8245348. Thanks!
Keith N
Keith N
Sonos Staff
December 21, 2017
Thanks for the new diagnostic report. Just as you brought up, the biggest error I'm seeing is electronic interference from devices physically nearby. Can you tell me a little more about the physical location of the CONNECT? Is it, by chance sitting on top of an amplifier?
Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.
kdancygerAuthor
Contributor I
December 21, 2017
Ha. Not on top but up and to the side... I thought that was the whole point -- to make my amp Sonos Compatible... How far does it have to be? I'm connected directly to Apple TV which is connected to the amp so not sure how far away I can get...
Keith N
Keith N
Sonos Staff
December 21, 2017
The wireless antennae in the CONNECT are on the bottom towards the feet of the unit. This means if you were to place the CONNECT on an amplifier powering speakers, you'd run into some physical electronic interference errors. To address this, we normally say about 6-8 inches (15-20 cm) of separation should suffice. Next to the amp shouldn't be a problem so long that distance is maintained and it's not on top of another electronic device.

If you feel comfortable with the idea, perhaps you can upload a photo of the CONNECT's immediate surroundings? I'll be happy to take a look and see if I can advise on a good place for it.
Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.
kdancygerAuthor
Contributor I
December 29, 2017

Yes. Pic attached. I recently moved the Sonos Connect the top left shelf. Just to the right of the Sonos is an Apple TV, and under that is the amp.
kdancygerAuthor
Contributor I
January 2, 2018
Performed a factory reset yesterday -- it was a desperate attempt to get back online. I finally got the Connect back online today but it has still not been keeping it's connection. I submitted a new diagnostic report: 8306846.
kdancygerAuthor
Contributor I
January 7, 2018
Any update here? I just today created a sonosnet with a Play 1 and the connect at first only connects through wifi and not sonosnet, then drops off the controller entirely. I've rebooted the router and the connect several times.

Just rebooted Connect again -- here is my new diagnostic report: 8332127. Also screenshot of About Sonos below. Notice the Connect is WM 1 and my Play 1's are WM 0

kdancygerAuthor
Contributor I
January 7, 2018
Newest diagnostic report after an hour of connectivity. Connect still says WM 1 and audio is cutting out a bit: 8332248
Airgetlam
Airgetlam
January 7, 2018
You might get a faster response via one of their other methods of contact. Click on "Contact us" at the bottom of this page, then on the link at the right "Skip for all options" on the next.
Bruce
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