Contributor II

Answered

beam randomly disconnects

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My beam randomly disconnects when playing any of the music downloads including Sonos Radio. Does not disconnect when watching TV. Have tried all troubleshooting instructions but still happens

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Ken_GriffithsAnswer

I have already called twice and spent a painful hr on the phone withe the reps. Each time they say it’s been fixed and when I ask what was the fix and cause they can’t explain

What type of connection is the Beam using - wired, WiFi or SonosNet?

If using SonosNet, have you tried a different non-overlapping channel in the Sonos App? I’d also ensure that any wired device is set at least 1 metre away from the router, or other wireless access point.
If using WiFi, have you tried using a different non-overlapping 2.4Ghz WiFi channel? - I’d also set the channel-width to 20Mhz only… (If router allows that).
If using a wired connection, then perhaps try a different cable and ensure the device is wired direct to the router, or a switch adjacent to the router. Do not wire it to a separate WiFi access point, unless that AP is wired directly back to your router/switch.

Let us know if the suggestions above perhaps helps to fix things for you.

Stanley_4

Grand Maestro

Then all that is left is to submit a diagnostic and call Sonos support to have it looked at.

M

mjcoleman1Author

Contributor II

I have already called twice and spent a painful hr on the phone withe the reps. Each time they say it’s been fixed and when I ask what was the fix and cause they can’t explain

Ken_GriffithsAnswer

I have already called twice and spent a painful hr on the phone withe the reps. Each time they say it’s been fixed and when I ask what was the fix and cause they can’t explain

What type of connection is the Beam using - wired, WiFi or SonosNet?

If using SonosNet, have you tried a different non-overlapping channel in the Sonos App? I’d also ensure that any wired device is set at least 1 metre away from the router, or other wireless access point.
If using WiFi, have you tried using a different non-overlapping 2.4Ghz WiFi channel? - I’d also set the channel-width to 20Mhz only… (If router allows that).
If using a wired connection, then perhaps try a different cable and ensure the device is wired direct to the router, or a switch adjacent to the router. Do not wire it to a separate WiFi access point, unless that AP is wired directly back to your router/switch.

Let us know if the suggestions above perhaps helps to fix things for you.

M

mjcoleman1Author

Contributor II

I am still struggling with the connection after converting the BEAM to cable versus WIFI. After discussing further with the support team, they stated I had multiple IP address that was causing the disconnection, and the best solution was to convert the beam to a cable connection which I have done but I am still experiencing the beam to disconnect. Only thing that has changed is I bought a new smart TV (Hisense) .

Ken_Griffiths

I am still struggling with the connection after converting the BEAM to cable versus WIFI. After discussing further with the support team, they stated I had multiple IP address that was causing the disconnection, and the best solution was to convert the beam to a cable connection which I have done but I am still experiencing the beam to disconnect. Only thing that has changed is I bought a new smart TV (Hisense) .

Assuming you have tried the things suggested earlier, such as using a different cable etc. then I’d perhaps go back to Sonos Support and explain the things you’ve tried and see what they may say.

Airgetlam

Changing from WiFi to wired won’t have any effect on duplicate IP address issues. To fix that, you’d need to unplug the Beam, then reboot your router. Wait a couple of minutes before plugging back in the Beam.

If that is what you’re experiencing, then WiFi or wired won’t make any difference. Whichever you prefer would be fine, although leaving it wired would knock out any potential wifi interference you may also have been experiencing.

Bruce

M

mjcoleman1Author

Contributor II

I switched to wired to eliminate any wifi interferences. I was frustrated with having to unplug and reboot to restore the wifi connection to the beam. Unfortunately, the issue still exists with the beam being wired

Airgetlam

Re read my post to fix any duplicate IP address issues you may be experiencing.

Bruce

M

mjcoleman1Author

Contributor II

Maybe I’m confused. I went from Wi-Fi to wire to avoid any of the duplication issues

Airgetlam

That’s my point. Changing from WiFi to wired has zero effect on duplicate IP addresses. That’s an issue on the router, and has nothing whatsoever to do with the connection method.

Bruce

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