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

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G

GLO YogaAuthor

Avid Contributor III

Maybe the Boost is the problem? I can ditch that too, I thought it would help.

Side note some songs fade out right when they begin, others after a minute. No rhyme or reason to the skip.

Once I removed the Connect that app shows a red dot and says Connect Disconnected.

G

GLO YogaAuthor

Avid Contributor III

@AjTrek1 Thanks for reaching out to more folks to help, much appreciated! 😊

G

GLO YogaAuthor

Avid Contributor III

More testing:

I have ungrouped everything leaving only the Symfonisk’s grouped (Lobby Front and Lobby back). For about 4 songs things were great then the randomly it skipped tracks, then seconds later it skipped the next track again quickly, new Diagnostic Report #1807955206.

So on the network the only thing was the Boost, and 2 Symfonisk’s and the issue was the same, so maybe its not the Play 3’s? Maybe its the Boost (although that makes no sense) and another skipped tack before I finished typing 😑

buzz

Grand Maestro

In a SONOS controller go to Settings → System → About My System and note the IP address of any unit except SUB or BOOST. Now go to http://[IP address]:1400/support/review and click on Network Matrix at the bottom and post that view here. Red cells indicate potential issues. Note that this is a static view. If you change something, refresh the page.

Is there a difference between an empty studio and a full studio?

G

GLO YogaAuthor

Avid Contributor III

I will pull the Matrix now, by Empty or Full studio, are you referring to people?

G

GLO YogaAuthor

Avid Contributor III

Seems as though the Boost may not be the issue? Its lit up green both Ways

buzz

Grand Maestro

Humans are essentially bags of water and water absorbs WiFi energy. If your space is full of water bags, WiFi performance can suffer. This Matrix is showing very good signal strength all around.

However, there is a lot of interference. Your WiFi should be set for 20MHz channel 1, 6, or 11. What other wireless products are in the area?

G

GLO YogaAuthor

Avid Contributor III

So the router is a Netgear Nighthawk Mesh immediately next to it, 4 inches is the Boost, both sit on top an Xfinity(Comcast) Business Modem. There used to be until yesterday a backup LTE Router that seemed like it would be the source of the interference, but I removed it before this.

Well it just dawned on me the Xfinity Business Modem is sitting on top of this Comcast Backup battery thing. If power ever went out it keeps the modem and router on. Everything is plugged into it, like a Surge protector...this thing is fairly large, it's almost like the size of a receiver. Maybe this device is causing interference?? In the morning I will get the Model Number and post a picture.

Thanks!

buzz

Grand Maestro

Placing wireless gadgets close together virtually guarantees interference. Separate the BOOST and Netgear by three feet. Similarly, don’t collocate players and mesh points.

G

GLO YogaAuthor

Avid Contributor III

I tried moving the Boost 30 feet away, made zero difference.

I will check this battery backup device and remove it and see what happens. Hoping that may be it.

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