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1 Sonos speaker out of 6 keeps dropping out

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My kitchen Sonos One SL which worked for 4 years mostly without issue, has just started losing connection to wifi while the other half of the stereo pair (another Sonos One SL) continues to play. Swapping places, changing rooms, even wired over LAN, the problem continues. At times it breaks the app and the entire room they’re in completely drops from the app. Sonos team on X (Twitter) are gracious, even DM me at all hours, but some of the call center techs are argumentative and give me bad troubleshooting advice about this issue. BTW I also have a Sonos Ultimate immersive Set (Arc+Sub3+dual Era 300s) that play without issue on the same WiFi. Any suggestions will be greatly appreciated and welcomed.
Thank you.

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BigAlNYCAnswer

Trending Lyricist II

iPad mini running iPadOS 13.3.1 does not see the Sonos One at all

iPad Air running iPadOS 18.4 not only sees the speaker it allows me to manipulate the audio through AirPlay

last update for 4/5: successfully got stereo pair with sub working. minor adjustments may have helped. Signs point to iOS or Sonos App. Maybe a combination of both.
thanks to everyone for the help and input

buzz

Grand Maestro

Is the issue tied to a location or specific speaker?

BigAlNYCAuthor

Trending Lyricist II

Is the issue tied to a location or specific speaker?

Specific speaker. I’ve swapped its location with the working Sonos One SL, and moved it closer to the router. Going as far a hard wiring to LAN. Same exact issue happened, temporarily losing connection to eventually come back, to lose it again.It is this one specific Sonos One SL

buzz

Grand Maestro

Likely this is a hardware issue. Have you submitted a diagnostic immediately after an event, then worked with SONOS phone support? Don’t Factory Reset until you’ve worked with phone support because the Factory Reset will destroy diagnostic data.

Note that all traffick for a Group passes through the player used to start the Group. Similarly, all traffic for a pair passes through the left speaker.

N

nik9669a

Senior Virtuoso

If it lost connect whilst Ethernet cable-connected it doesn’t sound good. Next time it happens, generate a diagnostics report and contact Sonos support. They may see things in the report to isolate the issue.

Edited to add: @buzz was posting whilst I was typing 😜

BigAlNYCAuthor

Trending Lyricist II

If it lost connect whilst Ethernet cable-connected it doesn’t sound good. Next time it happens, generate a diagnostics report and contact Sonos support. They may see things in the report to isolate the issue.

Edited to add: @buzz was posting whilst I was typing 😜

Diagnostic sent several times. The device is almost 4 years old, so doubtful that I get a replacement from Sonos. Thanks for the input and suggestions.

BigAlNYCAuthor

Trending Lyricist II

Likely this is a hardware issue. Have you submitted a diagnostic immediately after an event, then worked with SONOS phone support? Don’t Factory Reset until you’ve worked with phone support because the Factory Reset will destroy diagnostic data.

Note that all traffick for a Group passes through the player used to start the Group. Similarly, all traffic for a pair passes through the left speaker.

The left speaker keeps its connection even after the right has dropped and the app drops the room entirely. That left speaker keeps going and going.

Airgetlam

Remember, Sonos doesn’t respond to diagnostics sent, unless you call Sonos Support directly to discuss it.

I’d imagine they get way too many false positives to do so effectively.

Bruce

BigAlNYCAuthor

Trending Lyricist II

Remember, Sonos doesn’t respond to diagnostics sent, unless you call Sonos Support directly to discuss it.

I’d imagine they get way too many false positives to do so effectively.

I’ve had multiple conversations with their technical support team. Phone support, email and social media.

BigAlNYCAuthor

Trending Lyricist II

Remember, Sonos doesn’t respond to diagnostics sent, unless you call Sonos Support directly to discuss it.

I’d imagine they get way too many false positives to do so

Just got off a 60 minute support call. Sonos has lost their way.

BigAlNYCAuthor

Trending Lyricist II

Currently there’s little I can do that hasn’t been done in regards to troubleshooting.
But weeks of 60 plus minute support calls, is a futile endeavor.

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