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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Show previous replies

106rallye

Having ten connections form different Spotify accounts is not a widespread use case for a consumer system, so Sonos might not have much experience with it. But, since it has worked before, I can see you want to know what happened.

G

GLO YogaAuthor

Avid Contributor III

@AjTrek1 So you are correct when I select Spotify and add it as a service then begin to play it goes south.

@106rallye I completely agree, they have very limited experience with it based on my numerous conversations, we are going down a rabbit hole.

Not sure if the number of Spotify accounts I have on Sonos is causing this though, I would like to say no it's not for the pure fact that Spotify plays seamlessly when using the Spotify app and sending the audio to Sonos.

This is truly not ideal to use a 3rd party app to control Sonos, things like Cross Fade cannot be used and when you have multiple teachers Spotify can't maintain the new playlists, meaning it reverts to the last playlist in their queue, a whole different issue. Sonos was just easy, but clearly now it's not.

But I will say this, My Audio Works in this manner and not on Sonos app 😞 sigh....this problem to me is becoming Black and White and there is a resolution but not sure if I can get Spotify and Sonos to work on a fix together, but I will try for sure!

S

sjw

Local Superstar

When you play Spotify songs (through the Sonos App), do you have crossfade on?

If so, try turning it off and see if you still have the problem.

buzz

Grand Maestro

I think that it would be a very messy work around, but you could break the system into two or three separate systems, perhaps ‘east’/’west’ or similar. While this would work around the stream limit, it would eliminate the ability to Group all of the rooms and playlist maintenance would become inconvenient because you’d need to share or maintain them across separate systems.

G

GLO YogaAuthor

Avid Contributor III

This is the messiest workaround and today resulted in the exact worse case scenario.

Had a special event and the teacher selected to play via Sonos instead of Spotify so the skips ensued...I almost walked in halfway to change her connection to be direct from Spotify but imagine mid Yoga Class that was an active class, down for about 45 seconds it would have thrown it off and created a bad experience while I walked in there.

Now sadly I'm Jerry Rigging everything to work, which works, but will inevitably lead to issues like it did today. Honestly so much stress for something that should really be stress free.

Not sure how this can be resolved beyond this workaround 🤷

106rallye

You probably need a higher grade system, not a system for consumers.

G

GLO YogaAuthor

Avid Contributor III

Does one even exist?

buzz

Grand Maestro

Is your facility organized as separate physical rooms? Is there any reason to play the same content in multiple areas?

G

GLO YogaAuthor

Avid Contributor III

So you walk in to the lobby and there is one Symfonisk where the shoe cubbies are and another Symfonisk by the front desk. The Studio which is directly behind the lobby separated by a single wall has 6 Play 3s and 1 Sub Gen3 and a Boost.

In theory I can stop the lobby music but I still need 7 speakers connected in the Studio side.

G

GLO YogaAuthor

Avid Contributor III

Here is a zoomed out shot of our lobby when we shot a commercial last year. You can see the studio to the right through the door: