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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buzz

Grand Maestro

If SONOS is using SonosNet, it will ignore WiFi and WiFi will ignore SONOS. The ERA units will not connect wirelessly to SonosNet.

G

GLO YogaAuthor

Avid Contributor III

Completed - Comcast Modem set to bridge

Setup Boost - 3ft away from Router but hardwired to it. Both sitting at 6.5ft off the ground

Matrix Before adding Boost:

Here is the Matrix after adding Boost:

Sigh...back to square one

Maybe my Boost has went Bust

buzz

Grand Maestro

You can explore that by powering down Boost and wiring another player. Boost is simply a player with the audio guts stripped out.

G

GLO YogaAuthor

Avid Contributor III

Just noticed a 15.3 update getting pushed to all my Speakers, everything was on 15.2 earlier today. Hopefully there is some small fix.

Support has been helpful and doing everything they can. They seem to think this update will help. Have you guys downloaded it yet? Probably just bug fixes I assume and really hope!

buzz

Grand Maestro

Does the Matrix change on its own -- possibly by time of day?

G

GLO YogaAuthor

Avid Contributor III

Seems to be similar with not much fluctuation. I removed the Boost and the Matrix went to this:

The update had no effect sadly.

I am going to see if creating a dedicated 2.4ghz network and having just the Sonos and the teachers phone (their controller basically) connected to it. Then I can eliminate some of the speakers being on 2.4 and some on 5ghz.

Maybe the Play 3’s have reached the end of the line?

buzz

Grand Maestro

In that last Matrix, which player is wired?

G

GLO YogaAuthor

Avid Contributor III

The last matrix has nothing wired, after I added the Boost I removed it since it was blasting Red like that.

This is the worst it has ever been, it’s almost like the more effort I put to fix, the worse it gets. I had to swithc from Sonos to the JBL speaker mid class - Sonos kept dropping speakers then switching tracks, I have never experienced this before.

The app would say “the connection to spotify was lost” or the song “wasn’t encoded correctly” when the track would skip. Sometimes it literally was skipping 4 tracks in a row, I mean its insane, never seen this before

G

GLO YogaAuthor

Avid Contributor III

Support is going to escalate to their senior team tomorrow. They said they want to test out their account on my system, I thought he was referring to Spotify accounts, but they said the registered Sonos account is what they want to test.

Well this is going to a whole other level.

Should I go buy a new Router? Would getting new Era 300’s even solve the issue? (doubtful?)

buzz

Grand Maestro

Work with SONOS support. They can see details not available here.

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