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

Stanley_4

Grand Maestro

Too close to the router? They are pretty high power so a Meter would be the minimum distance I'd want them apart.

Under the network section for each speaker what does it show for the signal strength and connection quality?

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

T

thermopylAuthor

Contributor I

Too close to the router? They are pretty high power so a Meter would be the minimum distance I'd want them apart.

Under the network section for each speaker what does it show for the signal strength and connection quality?

Thanks Stanley - there’s a good metre between router and the speakers. Both show ‘strong connection’ to my 5hz network. I’ve also assigned them static IP’s but the issue still occurred last night.

Stanley_4

Grand Maestro

If you did the power down, reboot router and controller, power up after the assignment about all that is left is the support call suggested above

P

Pierre.L

Trending Lyricist I

Hi @thermopyl

Did you find a solution ? I have the same setup as you (2 Era 100s & a mini subwoofer) and the same problem.
My setup worked for over a year, and then suddenly I started having this stereo loss issue, and only one of the Era 100s speakers was working... (the mini subwoofer isn't working either).

The only thing that changed is the fact that i have updated the sonos system… could it be an issue in the last Sonos update ?

Thanks for your help

buzz

Grand Maestro

Reboot the system as suggested above. If that doesn’t resolve the issue, I suggest that you submit a diagnostic. Don’t Factory Reset anything unless recommended by SONOS Support. The Factory Reset will destroy diagnostic data that could have helped too discover the fundamental issue.

P

Pierre.L

Trending Lyricist I

:( I've already restarted the device, but that did not fix the bug. So I performed a factory reset right after, to try and fix the problem, but again, no luck.

I am wondering if having devices connected simultaneously to both the 5 GHz and 2.4 GHz Wi-Fi networks could be causing the stereo loss !?. I'm not at home, so I can't check which devices are using 5 GHz or 2.4 GHz.

Stanley_4

Grand Maestro

Factory reset rarely fixes anything, usually makes things worse and should be avoided.

Did you power down all Sonos, reboot the router and power them up? Doing just one, or one at a time often doesn't help.

buzz

Grand Maestro

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?

P

Pierre.L

Trending Lyricist I

Factory reset rarely fixes anything, usually makes things worse and should be avoided.

Did you power down all Sonos, reboot the router and power them up? Doing just one, or one at a time often doesn't help.

Yes I did like you mentioned, so during one day everything was again normal with no stereo loss, and them the bug came back, and I lost one of my era 100 (always the same) (+ the sub mini which seems no more working ever)

I even tried swapping them (even though they were in the same place for almost a year without any problems), but it's always the same one that "switches off" regardless of where it's placed. :(

I am only thinking of this story of wifi 2.4 ghz / or 5 Ghz (i will check to night which element is on the 2.4 ghz alone)

For information, my Era 100 devices are a maximum of 6 meters from my Wi-Fi router, and the connection is between good and strong.

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