Skip to main content
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

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.

98 replies

GLO YogaAuthor
Avid Contributor III
April 18, 2023

Got it. Thanks @AjTrek1 for having me double check the Comcast, because you may on to something. When I went to research how to login to that specific gateway, Google showed me its’s Typical IP address which looks like 10.0.0.1 and to my surprise I remember before my most recent change, when the Boost was connected I remember seeing that IP address under each speaker, so I don’t understand how that was possible but they were connected to it previously (not now)

 

This morning’s 6am class got the crappy end of the audio stick the whole “water bag” idea never made sense until now but it wasn’t just skipping, it was skipping like a Scratched CD, so same song pretty much cutting in and out, super annoying at some point she literally used her iPhone for audio in the last 5 minutes of class 😔

 

@buzz when you are referring to previous reserved IP address, what exactly is that?

AjTrek1
April 18, 2023

You can log into the Comcast Admin page to place it in Bridge mode ( if allowed). However, that is a remote function that Comcast can handle by phone or chat. After that all you need do is setup your Mesh properly. Don’t make the process any harder than need be. You’re paying Comcast for that type of service as well. Make them do their job. ISP’s generally think customers are stupid 🤪

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

The router’s DHCP server is similar to the receptionist at a building’s entrance. As clients arrive, they check-in and are given a number -- their IP address. As long as the client is in the building, this is how they are known. The receptionist keeps track of the numbers in a little index card box. If someone spills coffee into the box or she runs away to get married (or the router is rebooted or replaced) the box is simply dumped out and numbering restarts. These IP addresses are just rented and must be “renewed” periodically. Unfortunately, there is no general notice sent out asking everyone to renew if there is a general fault (reboot, replace, power outage, whatever) and the numbering simply restarts. And, there may not be a contract stating that a client will receive the same address during renewal. This can easily create duplicates as you are assigned the number that I’m still using. You can imagine the chaos -- “I didn’t order that!”, “Where’s my order?” … and on and on. “Reserved” clients have a VIP status and are always assigned the same address. This reduces the risk of duplicates.

Check the NIGHTHAWK’s documentation for reservation details. Reserve addresses for all regular network clients -- especially SONOS. There is no point reserving addresses for transient clients, such as students and instructors.

GLO YogaAuthor
Avid Contributor III
April 18, 2023

@AjTrek1 - Agreed! I am calling them now to put it in bridge mode, I can’t login to the router, I don’t see its SSID (located on the back of the unit) just “Xfinitywifi” on any network. The back of the Comcast unit has a Network name but I don’t see it. 

 

@buzz Thank you for epic description (she runs away to get married 😂🤣) it actually helped me visualize it all.

 

Question, the Nighthawk asks if I want to create a separate 2.4ghz network, I could make it so Sonos is the ONLY thing that is connected to it and make the rest go to the 5ghz band?

AjTrek1
April 18, 2023

Creating a separate SSID’s for 2.4Ghz and 5Ghz works fine for some legacy products. I have 2.4Ggz, 5Ghz and 6Ghz bands broadcasting on my router all with the same SSID.

I have Moves, Roams and Era100’s that connect to the proper band with no issues. My other 24 Sonos connect to the SonosNet via a Boost.

Bottom-line I don’t see the necessity to create separate SSID’s. @buzz may have a different opinion.

BTW…yes I do have a product that uses the 6Ghz band 😁

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

Class is over and working with Comcast (slow death) to get the Modem to be in Bridge Mode

 

I took a deep dive into the advanced settings of the NIGHTHAWK and noticed 2 speakers were staying on 2.4ghz and the rest are hopping to 5ghz...seems like that would be an issue?

 

 

GLO YogaAuthor
Avid Contributor III
April 18, 2023

Oh snap...the 2 speakers that was showing interference on the Matrix on the previous page are the 2 on 2.4ghz, Mid Right Studio and Front Left...I thought I set them up to be all the same band but the NIGHTHAWK doesn't let me force the device to a certain band

 

Moderator edit: removed picture with serial number

buzz
Grand Maestro
April 18, 2023

I’m not familiar with the NIGHTHAWK details. Some routers are a pain because they will not allow units on one band to communicate with units on the other band. There may be user options to allow or block the communication. If you force SONOS to use 2.4 and your phone uses 5GHz and the router blocks 5GHz from communicating with the 2.4 side, the phone will not be able to control the SONOS units. In my case clients can flip between bands and access points on a whim and nobody cares.

The newer SONOS units that can use 5GHz are more agile than the older 2.4GHz only units. I highly recommend following my 2.4GHz band setup suggestions.

AjTrek1
April 18, 2023

I’d say that once you get the Comcast box into bridge mode you’ll be able to get your NightHawk up and running correctly.

I’d power down all Sonos and concentrate on getting your NightHawk mesh working properly. That should be your main node connected to your Comcast modem. Next setup the satellites to work only as extensions of your network with no DHCP capabilities.

If you changed the SSID you may have to setup your Sonos as a new system starting with the Boost. If you didn’t change the SSID you can just reintroduce the Boost to setup the SonosNet. Then bring your other Sonos speakers online.

My Sonos works perfectly in the configuration of the Comcast modem in Bridge mode and my Asus AiMesh consisting of a main node and two satellites. I have a Boost plugged into the main node creating the SonosNet.

My Moves, Roams and Era100’s connect to home WiFi with no issues as I mentioned in a previous post.

However, you can’t change physics regarding the WiFi inference generated by humans (as per @buzz) in your environment. If that remains an issue you might consider investing in Sonos Era 100’s and using Bluetooth.

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

Great feedback, I'm on it...