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daniel010
daniel010
Contributor I
Mar 7, 2017 7:53 PM UTC
Answered

Surround Speakers keep cutting out

Recently I've been experiencing a problem whereby my 2 Play3 speakers, which are connected as Surround speakers to my Playbar, regularly cut-out and fall silent for about 20 seconds, before coming back on again. How can I fix this issue?
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Airgetlam
AirgetlamAnswer
Mar 7, 2017 8:24 PM UTC
daniel010,

There are a couple of guesses that I have, but to be honest, they'd just be random guesses. Your best bet would be to submit a system diagnostic within 10 minutes of this issue occurring, so that a Sonos rep can look at what's going on in your system and give you a concrete answer.
Bruce
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21 replies

Airgetlam
AirgetlamAnswer
Mar 7, 2017 8:24 PM UTC
daniel010,

There are a couple of guesses that I have, but to be honest, they'd just be random guesses. Your best bet would be to submit a system diagnostic within 10 minutes of this issue occurring, so that a Sonos rep can look at what's going on in your system and give you a concrete answer.
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Bruce
    daniel010
    daniel010Author
    Contributor I
    Mar 7, 2017 8:45 PM UTC
    Thanks, will do
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    Airgetlam
    Airgetlam
    Mar 7, 2017 8:49 PM UTC
    Happy to be of (potential) help.
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    Bruce
    Ryan S
    Ryan S
    Retired Sonos Staff
    Mar 7, 2017 9:26 PM UTC
    If you post the diagnostic number here I'll take a look for you.

    Just some thoughts, it's likely this is an issue with some 5GHz interference on the PLAYBAR, so if anything is sitting nearby that's wireless too, you may need to get some distance there.
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      wayoung
      Avid Contributor I
      Mar 8, 2017 6:39 AM UTC
      Good luck. Ive had this issue since I set up my surrounds. They would work fine for a short while then start dropping over and over again. I went months back and forth with Sonos engineers on phone and through email with no resolution. Eventually my ticket was closed when I had a personal emergency and didn't reply to one of their emails fast enough.

      A system update a year or so ago seemed to resolve most of the issues - now they'll run fine for weeks (even a couple months at one point!) before randomly dropping again constantly for a few days. Then back working again for a few weeks. Then start randomky dropping again for a few days....

      Hopefully your case resokves better than mine.
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        Ryan S
        Ryan S
        Retired Sonos Staff
        Mar 8, 2017 6:05 PM UTC
        If it starts doing it again wayoung, feel free to reply back to that email ticket and it'll get reopened. We'd be happy to work with you some more.
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        daniel010
        daniel010Author
        Contributor I
        Mar 8, 2017 10:03 PM UTC
        It just happend again, so I submitted a Diagnostic Report: 7172112
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        Jeff S
        Jeff S
        Retired Sonos Staff
        Mar 9, 2017 4:49 PM UTC
        It just happend again, so I submitted a Diagnostic Report: 7172112

        Hi daniel010,

        Your BOOST is having a very hard time communicating wirelessly, there's a lot of interference showing up. Is your BOOST close to any third party wireless devices or other electronics such as your router or a cordless phone base? If so, try moving it away and see if things improve.

        It may also help to change the wireless channel your Sonos system is operating on.
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        daniel010
        daniel010Author
        Contributor I
        Mar 10, 2017 7:26 AM UTC
        Thank you Jeff. I haver moved the Boost as far away from the Router as it's cable length will allow and have changed the Sonos NetChannel to 11. I have submitted a new Diagnostics Report ( 7176150 ) Can you check if there is still interference?
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        Jeff S
        Jeff S
        Retired Sonos Staff
        Mar 10, 2017 3:52 PM UTC
        Thank you Jeff. I haver moved the Boost as far away from the Router as it's cable length will allow and have changed the Sonos NetChannel to 11. I have submitted a new Diagnostics Report ( 7176150 ) Can you check if there is still interference?

        Things are looking better as of a few minutes before this report was submitted. How is the system performing?
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        Help others find useful content by clicking the like button and selecting the best answer to your question.
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