Beam keeps dropping connection.

Hi @dellhem.

Welcome to the Sonos Community and thanks for reaching out to us and for submitting a diagnostic. Allow me to share some information to help.

The diagnostic submitted only contains an information about the Wifi name your controller is connected to. No Sonos Product was connected to the Sonos App the moment the diagnostic was submitted. It seems that your Beam is not connected to the internet. Allow me to share some troubleshooting steps to help out.

Allow me to share with you the guide about Sonos LED Lights to better understand the LED status on your Sonos Beam. 

Since you have mentioned about  a factory reset performed in your Beam, can we try the following these steps accordingly.

• Let’s make sure we perform another complete factory reset on the Sonos product. Unplug the device from power, press and hold the join button (while it is unplugged form power), while the button is pressed, plug it in to power and wait for a green light before letting go. Doing a factory reset on your Sonos products removes all information stored on the product such as but not limited to music services, Wifi name, Sonos account, etc. It will act as if it is brand new out of the box.
• Open the Sonos app tap on cannot connect to Sonos ‘Fix it’. reset the Sonos App.
• Relaunch the Sonos App and choose set up a new Sonos system. You may use your existing Sonos account to sign in and follow the prompts.
• Once the Sonos Beam is fully set up on the Sonos App can we submit a diagnostic so we can check the network it is connected to and any wireless interference that may be the root cause of this issue.

I hope this helps.

Please let me know how it goes and keep me posted.

Thanks,

Hi.

Here’s a new diagnostics ID create when connected: 909254741

@Paul A 

Hi @dellhem.

Thanks for your immediate response and for submitting a diagnostic.

Based on the provided diagnostic, your Sonos Beam is already fully set up and is able to connect locally just does not have internet connection. Please try to unplug the Beam from power and plug it back after 10-15 seconds. The Sonos Beam should come online after doing this step. Once the Sonos Beam is online, try to test to make sure everything works.

Please let me know how it goes and keep me posted.

Thanks,

@Paul A 

The reset process requires you to unplug the power, which I’ve done twice. Why would a third time help?

@dellhem 

I recently experience the same issue where my beam would disconnect from the app and reappear.

Everything was working perfectly and I only started experiencing this lately.

I called support and this was their advice.

My wifi gateway is setup with one network name. My router automatically decides what frequency to use (2.4ghz/5ghz) for that device

What fixed my problem was separating out my wifi signals with different names and passwords. Then connecting my beam to the 2.4ghz signal.

Hi @justinpsu,

Thanks for your reply. I will try this to rule it out, but it is completely unacceptable as a solution. Sonos do net get to decide how I set up my network, and there are several reasons why you would not want to split the frequency bands on different SSID’s. How weird that it has been working perfectly since July 2019 and suddenly, with no changes to the network, this happens… 

Can I ask, what router do you have?

@dellhem 

Supposedly it’s an Xfinity issue but I’m not sure since I haven’t done anything with my setup. I’m using an Xfinity provided router and modem setup. 
 

Model# CGM4331COM

I left the Sonos unplugged over night. Didn’t help even a little bit.

I do have my router set up in “Dual band smart connect” (Both frequencies on the same SSID).
I did the following:

1. The Beam was connected to the 2.4GHz band, but was unavailable in the app.
2. I started a continuous ping. All timed out.
3. The I turned the 5GHZ band off.
4. The pings started to get replies immediately.
5. I turned the 5GHz band back on.
6. Still works, 10 minutes later.

As I have been restarting both the Beam and my router several times during troubleshooting, I do not expect this to last.

@Paul A - Why do you care how we set up our network? It wasn’t an issue a month ago. Did you update the firmware?

And now it stopped working again. It took about 20 minutes..