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GLO Yoga
Avid Contributor III
April 16, 2023

I have tried everything...Literally...

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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Grand Maestro
April 18, 2023

As a test wire BOOST to the router, but keep BOOST at least three feet from the router. Allow a few minutes for the system to work out the new topology, then produce a network matrix.

    GLO YogaAuthor
    Avid Contributor III
    April 18, 2023

    Roger that. I will add the Boost. I will make sure the Router is at least 3 feet away if not more. I will begin that test in about 1.5 hours (after class).

     

     

    GLO YogaAuthor
    Avid Contributor III
    April 18, 2023

    Have not added the Boost yet, Sonos support think they found:

     

    We are testing this now….turns out the Comcast Modem has a router built-in CBR-T is the model

     

    GLO YogaAuthor
    Avid Contributor III
    April 18, 2023

    Nothing solved, but they had me test to see if the Skipping happens on Sonos Radio and it does not, just on Spotify. Then that same Spotify doesn’t skip or have issues when we connect to the JBL BT speaker...I updated Router settings to Channel 11. 

     

    I noticed that some speakers were on 2.4 and the rest on 5ghz. The Nighthawk has an option to create a new separate 2.4ghz network with its own name, should I do that?

     

    The struggle continues 😅

    AjTrek1
    AjTrek1
    April 18, 2023

    Have not added the Boost yet, Sonos support think they found:

     

    We are testing this now….turns out the Comcast Modem has a router built-in CBR-T is the model

     

    @GLO Yoga 

    Are you serious????

    Maybe you should have read my last post. Here it is….

    I would say the issue is the Comcast business router which I believe is also your modem. My instincts suggest that the Comcast box needs to be placed into Bridge mode.

    My guess is you have two WiFi networks and devices are hoping between the two. I have Comcast/Xfinity as my ISP. Their router/modem combo is in Bridge mode.

    My 3rd party Asus AiMesh controls all WiFi. I have 30 Sonos devices running in wired mode with a Boost to create the SonosNet. I have numerous other devices on main WiFi such as cell phones, tablets, computers, cameras and other IOT devices with no issues. Knock ✊ on wood 🪵. 

    You have nothing to loose by placing the Comcast box into Bridge mode. In fact I’d venture to say Comcast may have suggested placing your Nighthawk into Bridge mode when in fact it should be the opposite. Your Nighthawk should be in Router mode. Of course I’m just guessing about your setup.

    Together Everyone Achieves More = T.E.A.M.
      GLO YogaAuthor
      Avid Contributor III
      April 18, 2023

      Yes I am serious...everything is on 2.4ghz and it always was...

       

      I didn't quite understand what he said when he referenced overlapping. I shouldn't have posted, just got excited thinking he seen something no one else did, such was not the case.

       

      Thanks for your quick reply 

      AjTrek1
      AjTrek1
      April 18, 2023

      So … you still don’t believe that the router portion of the Comcast modem is (or be) the cause of your issues. Until it’s prove otherwise that’s my belief. The router portion of that modem needs to be disabled or stop using your NightHawk mesh and use the router built-in to it. 

      Together Everyone Achieves More = T.E.A.M.
        GLO YogaAuthor
        Avid Contributor III
        April 18, 2023

        Got it, I hope that is the issue, but I never connected to that before so just never thought it to be a factor, didn’t realize it was a router until yesterday 😞

         

        There must be a way to disable that comcast router and leave the modem running, I will do that first. If that doesn't work I will do the Boost test and place it at 6-7ft height in the studio.

         

        Truly appreciate the support

        AjTrek1
        AjTrek1
        April 18, 2023

        Call Comcast and tell them to place the box in Bridge mode. Well… keep it simple…just tell Comcast you want the router portion of their box turned off (no WiFi capability)

        They may push back and give a bunch of rhetoric about support. Don’t buy into that. Comcast still supports the Modem which is how they provide internet service.

        Once that issue is resolved you’ll have to make sure your NightHawk mesh is setup properly. Who setup your NightHawk mesh?

         

        Together Everyone Achieves More = T.E.A.M.
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          Grand Maestro
          April 18, 2023

          After placing the Comcast Gateway in bridge mode, first reboot the Gatateway then the NIGHTHAWK. I hope that you had previously reserved IP addresses in the NIGHTHAWK, otherwise there could be a mess after the reboots.

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