Sub and surround speakers randomly cut out

5 replies
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I have a setup with Playbase, Sub and surround speakers. Playbase works fine but Sub and surround lose the sound often and randomly. Same problem with direct input from TV and wi-fi streaming, however problem occur More frequent on wi-fi. I have tried "everything" and is about to give up. Can someone help?

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Keith NAnswer

Sonos Staff

Hi there, Pellman. Thanks for the diagnostic reports. Based on my findings, it may be best to give our support technicians a call to troubleshoot this in real time. It seems the PLAYBASE is still having a hard time maintaining its connection to the network. The technicians are able to set up a remote session and get a closer look at how data is being sent along the network.

Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.

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PellmanAuthor

Contributor I

Diagnostic info 1383841645

Edward R

Retired Sonos Staff

Hi, Pellman. Thanks for providing the diagnostics, but unfortunately they were blank. This indicates WiFi communication issues, so it's unsurprising you'd be having issues. Can you please reboot your Sonos device(s), then your router, then attempt to submit a diagnostic once again and respond with the confirmation number? Many thanks in advance.

Try searching our articles for help with your question: https://www.sonos.com/en/support

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PellmanAuthor

Contributor I

Thanks Edward. I have completed reboot of all devices including the router. New diagnostic is 1644995588.

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PellmanAuthor

Contributor I

Just in case, I made a third diagnosis from another hand held device. No. 1794796887

Keith NAnswer

Sonos Staff

Hi there, Pellman. Thanks for the diagnostic reports. Based on my findings, it may be best to give our support technicians a call to troubleshoot this in real time. It seems the PLAYBASE is still having a hard time maintaining its connection to the network. The technicians are able to set up a remote session and get a closer look at how data is being sent along the network.

Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.

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