Answered

Random Audio Drop Outs

  • 21 January 2024
  • 5 replies
  • 155 views
J

I know these topics are throughout the forums but I figured I’d start my own to separate from others and finally submit my own logs.

I submitted my logs (ID: 873786225)

My current setup consists of a mix of older S1 gear and new using both the apps S1 and S2, these are all WM1 (wireless) and none are hardwired in and all within the coverage of two Unifi APs.

 

S1:

  • 3x Sonos Connects (ZP 90)

S2:

  • 1x Play 5 (Gen 2)
  • 1x Play 1 (Gen 1)
  • 2x Era 100
  • 1x Connect Amp (ZP120)

Tried & Tested:

  1. I have tried hard wiring in a few of these devices and had the same issue, so I put them all back to being on wireless rather than creating a SonosNet wifi network which may clash.
  2. I have also tried static IPs via MAC in the Unifi Gateway outside of my set DHCP range, no change.
  3. Rebooted all the Sonos boxes, Gateways, any/all my networking hardware.
  4. (I’ve had a full house power-cut a week ago so that nuked the entire house for a full reset)

Typically what happens is the music can be playing for a long time via Spotify app directly or through any of the Sonos S1/S2 apps and it stops playing while the songs progress timer is still ticking away for about 5 seconds before it kicks back in.

It doesn't necessarily discriminate what music source/app I'm using, soundcloud, mixcloud Spotify etc.

More info below: (Serials and IP Redacted except the last octet)

Sonos S2 app:

Associated Product: .66
---------------------------------
Connect:Amp: Garage
Serial Number:
Sonos OS: S2
Version: 15.11 (build 76247270)
Hardware Version: 1.17.3.1-2.1
Series ID: C100
IP Address: .66
WM: 1
OTP: 1.1.1(1-17-3-2.1)
---------------------------------
Era 100: Hayley's Room
Serial Number:
Sonos OS: S2
Version: 15.11 (build 76247270)
Hardware Version: 1.38.1.10-2.1
Series ID: A100
IP Address: .61
WM: 1
---------------------------------
Era 100: Henry's Room
Serial Number:
Sonos OS: S2
Version: 15.11 (build 76247270)
Hardware Version: 1.38.1.10-2.1
Series ID: A100
IP Address: .59
WM: 1
---------------------------------
Play:5: Study
Serial Number:
Sonos OS: S2
Version: 15.11 (build 76247270)
Hardware Version: 1.13.1.7-2.1
Series ID: C100
IP Address: .83
WM: 1

----

Sonos S1 app:

Associated Product: .84
---------------------------------
Connect: Living Room
Serial Number:
Sonos OS: S1
Version: 11.12 (build 571946310)
Hardware Version: 1.1.16.4-2.0
Series ID: S100
IP Address: .82
WM: 1
r8: 16.0-7
---------------------------------
Connect: Rotel Amp
Serial Number:
Sonos OS: S1
Version: 11.12 (build 571946310)
Hardware Version: 1.16.5.5-2.0
Series ID: P100
IP Address: .62
WM: 1
OTP: 1.1.1(1-16-5-zp90-0.8)
---------------------------------
Connect: Theatre
Serial Number:
Sonos OS: S1
Version: 11.12 (build 571946310)
Hardware Version: 1.16.5.5-2.0
Series ID: P100
IP Address: .84
WM: 1
OTP: 1.1.1(1-16-5-zp90-0.8)

 

Any help narrowing this down is appreciated.

Thanks.

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Best answer by Airgetlam 21 January 2024, 04:49

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5 replies

Airgetlam

Since only Sonos employees can read diagnostics, your next step would be to call Sonos Support directly to discuss it.

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

 

My suspicion, based on the data you’ve posted, is wifi interference , although it’s not clear if it’s coming from inside your network, or even inside your home…especially as it appears to be affecting both your S1 and S2 systems. 

Bruce
T

I have had the same kind of problem for the last 5 years. I have Sonos in 3 different locations all with fast internet connection and well working wifi. I had very good experience of Sonos before but now tired of the whole system.

Airgetlam

What did Sonos support suggest to you, when you submitted a diagnostic, and called them?

Bruce
B

I have 2 Sonos Play 1s in one location and 80 miles away have 3 Sonos One SLs. I’d like to know which version of the Mac App to use. The one I’m currently using will not update for some reason. I get an error message. I’ve been trying on and off for a week but still the same message. My App is v15.9. I’d like to be able to control both systems from one App but if I have to have two then so be it but I can’t work out what I need. 

 

Airgetlam

Which Mac OS are you using? Note that Sonos no longer supports setups using the desktop controllers, you must use a mobile device (iOS or Android) for setup. However, the desktops are great for controlling music. Here is a good reference FAQ for which OS’ are supported for the app.

Here is the FAQ on how to update your Mac’s controller. 

Both speaker sets support S2, there is no reason why you would need S1. However, as they are in two different locations, they won’t ‘see’ each other, or sync any data, you’ll need to treat them as two different systems. But you should be able to use the same app to connect in both locations. 

Bruce
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