Contributor I

Answered

Ray crackling noise

6 replies
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I have had a Sonos Ray for about a year, it was fine initially but there’s been the odd occasion this crackling noise starts but I’ve never called up about because it will resolve itself for months then come back. Recently it’s coming up when I log into Netflix, I’m disappointed and was close to buying other Sonos products but it’s put me off, is this a common fault? It also disconnects from my Wi fi on occasion too.

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AirgetlamAnswer

Not, to my knowledge, a ‘common’ fault.

I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. But don’t post the resulting diagnostic number here, they get sensitive about GDPR.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

Bruce

AirgetlamAnswer

Not, to my knowledge, a ‘common’ fault.

I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. But don’t post the resulting diagnostic number here, they get sensitive about GDPR.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

Bruce

S

SamuelstuartAuthor

Contributor I

Thanks for your quick reply, I will call them tomorrow. I should have called straight away but it just went for months, gutted because it’s the most I’ve spent on speakers and never had issues with 50 to 100 pound ones. Hopefully they sort it , I thought it was just Netflix but I can hear it a bit now on other channels

Airgetlam

I understand…inertia is a terrible thing. I just did today something I’ve been meaning to do for 6 months. The challenge is, at least in my mind, there is likely something to be seen in the diagnostic, and those of us who are not Sonos employees can’t see it. Not that I don’t want to help, I’m just not sure I can.

Bruce

S

SamuelstuartAuthor

Contributor I

Thanks, yes maybe it’s something they can sort. Funny thing is, I’ve put Netflix back on and now it’s gone again!!! But I will call them this time because my confidence has gone now so I need to find the fault so I can put Netflix on knowing I’m getting sound 🤣

Thanks for your help

Stanley_4

Grand Maestro

It would really help if you could send a diagnostic within a few minutes of noticing the problem. That captures internal data that might point out the problem.

Once sent call at your convenience.

Without a diagnostic (sent during the problem} Sonos can only look at current (maybe 15 minutes) of data and may not see the issue.

S

SamuelstuartAuthor

Contributor I

Yeah normally happens at night when they are closed , tried to ring before but it was 9, I will have to just put the TV on earlier and try to ring before 8pm if the problem comes back.

thanks

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