Contributor I

Answered

Era 100 & Sub Stereo Pair dropping

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I have had a Beam with Ones in a stereo pair working rock solid for a few years. I also have a Five and a Move 2 and have had no issues at all.

I’ve just added 2x Era 100s and a Sub mini to my setup. The Era 100s are in a stereo pair with the sub in one room (my office)

At least once a day, the stereo pair drops/breaks down, with music just coming from one Era 100. The only way i can get it back together is to power cycle the speakers. I use the Sonos app mainly to play music but occasionally use Airplay and my Connect+Turntable. I’ve not noticed any cause+effect with the chosen source and stereo pair drops.

My office has the router located in it, so the wifi signal is full strength. I have no other issues with my network or speakers.

Any ideas why this is happening and how i resolve it please?

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AirgetlamAnswer

That suggests, although doesn’t guarantee, some wifi interference . Which could come from ‘outside’ your network. Just as a precaution, the first thing I’d try is a network refresh, by unplugging all Sonos devices (not merely the Era 100s), and then reboot the router. Give the router two minutes to come back up, then plug back in your Sonos devices. Give them a couple of minutes to boot and connect, then check in your controller for updates, and apply them as necessary. Finally, do your testing.

If the above process doesn’t fix the issue, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. Don’t post the resulting diagnostic number here, their lawyers 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

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Pierre.L

Trending Lyricist I

I don’t keep track of which of my units uses 2.4 or 5. The units are free to make their own choice. There is a setting in some WiFi networks that blocks communication between the 2.4 and 5 segments. This can be frustrating if the controller uses one segment and one or more SONOS units uses the other. And, a unit may switch segments if conditions or locations change.

Are any units wired to the network?

Yes wifi only, perhaps the loss of stereo sound comes from the speaker switching between 2.4 and 5 GHz and vice versa.

buzz

Grand Maestro

I think that your most practical approach would be working with SONOS phone support because they have access to the diagnostic data.

We cannot rule out some sort of hardware issue. For stereo pairs the left speaker processes the network traffic required to manage and operate the pair and subwoofer. If the left speaker is struggling with its connectivity for some reason, the right and subwoofer may have issues. Physically swapping left and right is a data point. Another data point would be to remove the subwoofer, un-bond the stereo pair, then rebuild the Room with left and right assignments swapped from the previous setup. Keep notes. It may help to keep track if you mark one of the speakers with a piece of tape.

Stanley_4

Grand Maestro

One quick and easy thing you can try is assigning reserved DHCP addresses from your router's settings pages. Do another power down all Sonos, reboot router and controller, power up Sonos omce they are set.

Some systems, sometimes (makes finding it hard) get an addressing glitch and this fixes it in under a minute per speaker. Instructions are usually on your router's DHCP Settings page.

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Pierre.L

Trending Lyricist I

Hi Guyz thanks a lot for your support,

Not sure if you noticed but yesterday Sonos released again a new update mentioning that it fixed bugs…

Since the update everything seems to be back to normal, and I even think the sound is better.

I'll continue testing for a few days before contacting Sonos support. But I have a strong feeling their previous update had a bug.

Thanks again

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Pierre.L

Trending Lyricist I

Unfortunately, the bug reappeared yesterday. I thought it was related to the latest update, but no :(

It's also not related to 2.4 GHz or 5 GHz Wi-Fi, as both my Era devices were connected to 5 GHz when the bug reappeared.

I'll contact support after my vacation.

I hope they find the cause of the problem, or perhaps they'll replace the Era 100 that's responsible.

Airgetlam

Since I believe the Sub is connecting directly to the Era 100s, rather than to your WiFi, it’s unlikely to be WiFi interference between the Sub and your WiFi, but it could certainly be between the Sub and the master of those two Eras. But, as you say, there is likely information in the diagnostics that would be telling, and unfortunately, we can’t see it. Only Sonos employees can.

Bruce

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thermopylAuthor

Contributor I

I’ve not eradicated it completely, but I have reduced the frequency.

I spoke to support with their diagnostics - bit of a waste of time tbh. ‘Network issues’ was the conclusion, with suggestions that involved moving hardware out of the room it’s in; the whole point of buying this setup was to have immersive sound in my office!!

Anyway - a couple of changes i made which have made it more stable; i’m not sure which made the difference though…

manually set the channels my 2.4g and 5g networks use - and then set Sonos’ as far away as possible
moved my printer away from the speaker that drops out first
moved one speaker away from a lamp with a hive smart bulb in it

Stanley_4

Grand Maestro

#1?

You moved what as far away as possible?

I'm on a small screen so it is hard to check but didn't you say you were on wifi, not the 2.4 gHz Sonosnet? That shouldn't be present if you are on wifi.

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