Avid Contributor III

I have tried everything...Literally...

98 replies
1633 views

Yes its true, I tried it all, I have even asked Google’s Bard and the AI was like “ You have done extensive troubleshooting, I can’t think of anything else you can to do.” Then Bard said that I can buy new speakers lol.

Rewind a bit, so I have a Yoga studio where we have 6 Play 3’s, a Sonos Connect, Sonos Boost, and in the Lobby 2 Sonos Symfonisk bookshelf speakers. For a period of time things we good, normal the way it should be but then things got worse.

Once you hit play only half the speakers would go on, it would then by about the 30 second mark all come back. Then every few tracks the audio would skip. So as I mentioned we tried everything to resolve, for example: Restarted the router, restarted the modem, restarted the speakers, updated router firmware, changed networks entirely, connected Sonos to a brand new Network, removed an existing LTE backup router, tried all the different SonosNet channels, nothing would work, the error still persisted as if I didn’t even attempt a fix.

Sonos rep I spoke to looked at my original Diagnostic and said we should test the bandwidth of each device; he said all the devices seem to be from the same Generation (except the Sonos Sub) and had a concern about the amount of devices that are connected to the “Coordinating Speaker”. We choose the Symfonisk to be our coordinating speaker.

Once I connected to that 1 speaker (Symfonisk) everything was perfect Diagnostics #359478355

Then I grouped 2 Symonisk’s (my 2 lobby speakers) and 2 Play 3’s and 1 Sonos Sub, everything was perfect: Diagnostic #326650861

Then I added 2 more Play 3’s so a total of 4 Play 3’s, 2 Symonisk’s and a Sonos Sub, everything was still perfect, Diagnostic #1918676361

I went to add another Play 3, and the moment I added it, that speaker dropped off then came back after almost 20 seconds then my skipping began again Diagnostics #715468770

I then ungrouped that 5th Play 3 and kept it to the 4 speakers that was working well, and although the audio Isn’t dropping out when a new track would start it does still skip every 3-4 songs. and sometimes quicker. Here is the final Diagnostic number I just pulled # 595992515

Does the Play 3 or Sonos Connect, or even the Boost have issues when connecting to a certain number of devices?

If anyone has any insight or has experienced this please do share as I am not providing the best experience to our customer right now.

Truly appreciate any kind of help!

Moderator edit: removed case number

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

Show previous replies

AjTrek1

This is suggestion is too little too late…but here it is….😀

Your studio and lobby appear to be open with exposed beams. An alternative setup would have been to use Sonos outdoor speakers with amps. The speakers would be wired and the down angles can be adjusted on the attached arms. One amp can handle 6 speakers to a room. However you would probably require 3 amps?? The expense would be the stumbling block assuming all other considerations are nil.

Together Everyone Achieves More = T.E.A.M.

buzz

Grand Maestro

Am I correct that there are only two spaces? The lobby and the studio? You are using multiple SONOS speakers to create more uniform coverage? In this case you might want to trim the Volume in certain areas, but there is no need for individual content?

buzz

Grand Maestro

Sonos support said that: “ ‘Stream Limit detected for Music Service on Sonos’ A stream limit error is a failure condition that occurs when multiple streams are initiated from the same account. When this occurs, the music service terminates the oldest audio stream to allow the newest one to play”

I suspect that the teachers are attempting to use their Spotify account simultaneously in two different locations. For example, while they are teaching in your facility, someone at home is using the account too. I have never tried this, but it might cause trouble if their Spotify account is playing through your system while they attempted to access Spotify using their Spotify account on their phone.

buzz

Grand Maestro

I just tested my hypothesis. I started playing a Spotify playlist using a SONOS controller. Then I started playing another Spotify playlist on my phone and the SONOS system stopped.

G

GLO YogaAuthor

Avid Contributor III

@buzz yes that is also what happens here but usually the teacher teaching is only playing their account here at the studio, so that becomes less of a direct issue. Here is our account:

Not everyone is added yet but you get the idea.

I am dying a slow audio death…

Things I can try at this point:

-Remove all Spotify accounts and test with just one

-Ad the teachers Playlists to Sonos, creating Sonos Playlists and test from there.

-Remove all speakers and 1 by 1 add a speaker and run a Diagnostic after each, see when the issues shows up on Sonos's back end.

-Hardwire one Play 3 then make it the Coordinating device and test this method adding speakers 1 by 1 to that setup (would this not be the same as just hardwiring the Sonos Connect and making that the "coordinating device" instead of a Speaker?)

-Test all the above again without the Boost connected.

Last Resort:

-Replace all Play 3s with Era 300s and Lobby Symfonisk with Era 100s and just connect via Bluetooth (not sure how a Bluetooth setup would even work compared to an existing setup)

Anything else I should be trying that we have not yet?

buzz

Grand Maestro

The most productive home trouble shooting step at this point would be powering-up players one by one, then checking the Matrix. Just looking your photos, I think that it would be practical to wire more players.

G

GLO YogaAuthor

Avid Contributor III

*Update* After testing speakers one at a time I noticed the issue never went away, with one speaker I was skipping tracks.

I missed a reply from @sjw about testing Crossfade (thanks for the reminder). As it turns out there were a couple things going on here. First was the amount of Spotify accounts connected to the system (10) and the new “Crossfade” issue. The crossfade issue seems to be the Primary issue to causing the skipping. I have now tested hours of use with Zero skipping, all via the Sonos app, it was Definitively Crossfade for us.

The issue with too many accounts didn’t cause the skipping but apparently is throwing up some kind of red flag to the Sonos team, they said the issue (Both) will be resolved with a new update forthcoming.

I appreciate all the help from @buzz @AjTrek1 @Airgetlam @sjw @106rallye @Stanley_4 for all your replies and support!

buzz

Grand Maestro

Thanks for the update.

Sign up

Login to the community