Avid Contributor I

Answered

Playback fails after pausing

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When I pause for about 10 seconds and hit play again, It says it cannot play this content and either restarts the song or skips to the next song in the queue. Also the scrubbing bar gets out of sync with the music. It will be near the end of a song and the bar will still be in the middle. I am on the latest app version and all of my speakers are on the latest firmware version.

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AirgetlamAnswer

That suggests some network instability, with likely the speakers not maintaining a great connection to your router, and through that, to your controller. I’d start with a simple network refresh. Unplug all your Sonos devices from power, then reboot your router. Give the router a couple of minutes before plugging back in your Sonos. Give them a couple of minutes to connect, and just for safety, check for updates, as there was a rolling update out this week. Then test.

If the experience continues, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. Don’t post the resulting diagnostic number here, they get sensitive about GDPR.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

Bruce

AirgetlamAnswer

That suggests some network instability, with likely the speakers not maintaining a great connection to your router, and through that, to your controller. I’d start with a simple network refresh. Unplug all your Sonos devices from power, then reboot your router. Give the router a couple of minutes before plugging back in your Sonos. Give them a couple of minutes to connect, and just for safety, check for updates, as there was a rolling update out this week. Then test.

If the experience continues, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. Don’t post the resulting diagnostic number here, they get sensitive about GDPR.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

Bruce

W

warbuff24Author

Avid Contributor I

I just switched from ISP router(Xfinity) to the Netgear Nighthawk CAX30 cable modem router. I had some issue initially after setting up but they seemed to work themselves out. But with the recent updates, I seem to be having more issues. Not sure if it is the router or not.

Airgetlam

Hard to tell. I’d at least perform a full network refresh, by unplugging all your Sonos devices from power, and then rebooting the router. Wait a couple of minutes, then plug back in the Sonos devices. Wait for them to come back up, then test. But as before, if your experience continues to be bad, I’d run that diagnostic, and call Sonos support.

Oh, and once your system comes back up, check in the Sonos controller for updates, and apply them, just to be sure your system is current.

Bruce

W

warbuff24Author

Avid Contributor I

I just factory reset my whole system and set it back up. I also changed the SSID for my 2.4GHz band since it was the same as my 5GHz band. I am still seeing the issue. Time to call support.

Airgetlam

I’d avoid doing factory resets in the future, unless instructed by Sonos. They remove any error logs that Sonos can use to assist.

Bruce

H

HerrSmitz

Lyricist II

Hi,

Having the same problem. It started after the last Sonos update. Nothing else in my home network has changed, so it’s something Sonos have done. It happens after maybe 30 minutes or pause.

My NAS is a Raspberry Pi with SSD drive, so it’s not a problem of the NAS drive sleeping as the OS is on the same drive.

I get the message “Unable to play”.

The only solution I have found is to remove the music library and add it again.

Airgetlam

An update often reboots the Sonos, so it is feasible that they get a incorrect IP address from the router. Before calling in, I’d perform a quick network refresh by unplugging all Sonos, then rebooting the router. Once the router recovers, plug back in the Sonos. Wait two minutes, then check in the controller for any updates, apply them as necessary, and test again.

Bruce

W

warbuff24Author

Avid Contributor I

I have done all of that, I factory reset both my system and router. Nothing worked.

Airgetlam

Then I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. Don’t post the resulting diagnostic number here, their lawyers get sensitive about GDPR.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

Bruce

W

warbuff24Author

Avid Contributor I

I have done that with tier 1 I have a tier 2 call on Saturday. I am not optimistic.

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