Contributor I

Answered

playbar cutting out

16 replies
2434 views

Hello,

My playbar cuts out every few minutes when streaming music and while playing tv audio. It has not mattered what service I am streaming. When I pair my Play1 with it, the Play 1 continues with no issue, but the playbar cuts out. It is not the service nor my network causing the issue.

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D

DroneFlyAnswer

Contributor I

Same thing here. I was told there is currently no fix(doing some research, it appears that this has been a longstanding issue), you have to unplug the Playbar and then plug it back in. This is a temporary fix, and then it has to be repeated.

How temporary was the fix? I have had this system with no issues since 2017 with zero issues until now.

You are correct. A known issue for the older playbars and connect amp. They are working on a fix so, hopefully one of the updates will fix it soon.

AjTrek1

Hi

Since you are convinced the issue is not the streaming service nor your network then here is your option to try and correct the issue….

The next time the drop occurs…you should within ten minutes run a diagnostic. Post the reference ID in your next post and call Sonos tech support. They can look at the diagnostic and possibly tell you where the problem lies.

Together Everyone Achieves More = T.E.A.M.

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DroneFlyAuthor

Contributor I

Thank you, I will do that.

S

Sadie bear

Trending Lyricist I

Same thing here. I was told there is currently no fix(doing some research, it appears that this has been a longstanding issue), you have to unplug the Playbar and then plug it back in. This is a temporary fix, and then it has to be repeated.

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DroneFlyAuthor

Contributor I

So, it happened again where it cuts out for about 10 seconds and cuts back in. This time with TV audio. Here is the diagnostic number. 1747810868

Airgetlam

The community can’t see your diagnostic information, unfortunately. You’d need to call Sonos Support directly to discuss it.

Bruce

Stanley_4

Grand Maestro

Sadie bear -- You might try adding a setting to your router’s DHCP page to assign your Sonos a static/reserved IP address. Do that, power down the Sonos, reboot the router and power the Sonos back up.

Only takes a couple minutes and removes a whole list of potential problems from the list to look into.

D

DroneFlyAuthor

Contributor I

Same thing here. I was told there is currently no fix(doing some research, it appears that this has been a longstanding issue), you have to unplug the Playbar and then plug it back in. This is a temporary fix, and then it has to be repeated.

How temporary was the fix? I have had this system with no issues since 2017 with zero issues until now.

Ken_Griffiths

So, it happened again where it cuts out for about 10 seconds and cuts back in. This time with TV audio. Here is the diagnostic number. 1747810868

Just in case, here’s the link to call Sonos Support to look at your diagnostic submission:

https://support.sonos.com/s/contact

Hope you can get the issue resolved. 👍

D

DroneFlyAuthorAnswer

Contributor I

Same thing here. I was told there is currently no fix(doing some research, it appears that this has been a longstanding issue), you have to unplug the Playbar and then plug it back in. This is a temporary fix, and then it has to be repeated.

How temporary was the fix? I have had this system with no issues since 2017 with zero issues until now.

You are correct. A known issue for the older playbars and connect amp. They are working on a fix so, hopefully one of the updates will fix it soon.

M

mheisey

Lyricist III

We’ve been having this same issue for several months with a system that has a surround setup with a Playbar, ConnectAmp, and SUBG2, and two additional ConnectAmps for two other rooms with in-ceiling speakers. They have a TP-Link Deco XE75 network with three nodes, two of which are hard-lined together. All Sonos devices are wired to the two Deco nodes that are hard-lined to eachother.

We have made every recommended network adjustment; set 2.4 to 20MHz, reserved IPs, separated the network and SonosNet channels, tried turning 5G off, etc. nothing has worked permanently. What we have found is that after rebooting all Sonos devices, they work fine for about a week to 10 days, then the problem starts up again - this has been fairly consistent. Sonos support has looked at the system and saw no issues. Sonos, is this a known issue, and are you working on a bug fix? Thank you!

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