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
Answered
beam randomly disconnects
Best answer by Ken_Griffiths
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.
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Then all that is left is to submit a diagnostic and call Sonos support to have it looked at.
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
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.
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) .
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.
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.
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
Re read my post to fix any duplicate IP address issues you may be experiencing.
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.
I thought I’d already done so, above, based on the information you received from Sonos.
Duplicate IP addresses are often exposed by the fact that Sonos reboots itself each time it receives new software. If your router is in a ‘bad’ state, it can hand out a bad IP address, Sonos (or any other client) isn’t able to know. The process above forces a reload of both the router and associated tables it handles, as well as resets the OS and the requested IP address by the Sonos. You want to do both parts, in the order suggested. Doing them in a different order won’t provide all the same benefits.
In fact, setting reserved IP addresses, if your router allows that, will do much the same thing, and is good housekeeping for your network, but isn’t required. In fact, the current router I use doesn’t give me access to do that, but fortunately, I lose all power often enough (or the router is robust enough, or I haven’t had enough bad power fluctuations) for it not to be an issue for me where I am, but it certainly has been in other locations.
It probably wouldn’t hurt to check the TV’s software for updates, too, and then force a reboot by unplugging it from the wall for a couple of minutes.
Unfortunately my IT skill set is limited. Sorry for the repetitiveness in my responses. So u recommend the unplug beam and re boot router when this happens
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