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gonbry
Contributor I
June 10, 2020
Question

Sonos:Playbase audio cuts in and out.

Hello,

I’m searched the forum, and found similar threads, but all are old and closed now. I'm curious if anyone ever found a solution. 

What I'm experiencing is that when I'm watching TV, the audio on my Playbase starts to cut in and out. If I unplug the playbase, the audio goes back to normal and works fine... However the following day the audio on the playbase starts to cut in and out again. And if I unplug/plug it again, it starts to work just fine again, until the following afternoon... this has been happening for the past 2 weeks. 

Curious to hear if anyone has managed to solve this issue.

Thanks!

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15 replies

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kelvdon
Trending Lyricist I
October 2, 2020

Hi Mark,

My wireless router is near the playbase and the playbase is hardwired via Ethernet cable to the router. I would have thought being hardwired, the wireless interference would not be an issue.

I set it up this way because since S2 was released, the whole Sonos network kept disappearing almost daily. By having one of the devices plugged into the router, it has been very stable. The router is a Netgear RAX 80 wifi 6.

Mark P
Mark P
Retired Sonos Staff
October 2, 2020

Hi @kelvdon.

Thank you for providing the make and model of the router and verifying the speakers are already under Sonosnet.

Let's try this, can you please change the Sonos wifi channel to 11.

Go to Settings » System » Network » Sonos net channel.

Try to monitor if theirs any changes if it doesn't work, hardwire additional speaker to the router.

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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kelvdon
Trending Lyricist I
October 4, 2020

Hi

i changed to channel 11 and had another drop out. New diagnostic 942943656. 
 

I am unable to connect other speakers to the router as they are on other floors of the house. I am not having issues with those speakers, just the play base which is connected to the router via Ethernet. 

kelvdon
Trending Lyricist I
October 6, 2020

The latest cutout. Diagnostic number 1327921512. 

Mark P
Mark P
Retired Sonos Staff
October 7, 2020

Hi @kelvdon.

Welcome, thank you for reaching back to Sonos Community.

Since we already tried multiple troubleshooting steps I would like to recommend calling our customer phone support on this so you can be assisted with more.

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

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