I’ve been a long time customer and really love my Sonos system that I have added to over time. However, in recent weeks we’ve been encountering a number of different issues including:Different speakers randomly not showing up in the app (this is not consistent to specific speakers) Sound randomly cutting out of individual speakers while music is playing (also not consistent to specific speakers) Volume randomly changing on individual speakers while music is playing (note that the volume in the app is not changing but the volume of the actual sound coming out of speakers) Sound from the TV routed via optical cable to Playbar cuts in and out (note this is not an issue with the content/streaming since no issues when using the TV’s built-in speaker for the sound) Search within the app takes an excessively long time and does not consistently return results for connected services Skipping tracks in the app does not work consistently (will sometimes hang for a bit before skipping, will sometimes say cannot connect to service requiring multiple attempts before skipping) Connected services will randomly not show content when manually browsing in the app Randomly everything on the My Sonos page in the app will show everything as unavailable My setup is as follows:Playbar and two Play:1s setup in surround configuration Five Two additional Play:1s RoamApp is up to date as are system updates (according to the app).Steps taken thus far have been unplugging and plugging speakers back in, adding back speakers that were previously in the system but then just stopped showing up, and doing a factory reset on the Roam. I was thinking the next step is to do a full reset of everything and basically setup again from scratch but wanted to see if anyone else is experiencing anything similar or has other suggestions.Thanks!Josh

Contributor I

Answered

Recently I have been having a number of issues with my Sonos system

19 replies
4194 views

I’ve been a long time customer and really love my Sonos system that I have added to over time. However, in recent weeks we’ve been encountering a number of different issues including:

Different speakers randomly not showing up in the app (this is not consistent to specific speakers)
Sound randomly cutting out of individual speakers while music is playing (also not consistent to specific speakers)
Volume randomly changing on individual speakers while music is playing (note that the volume in the app is not changing but the volume of the actual sound coming out of speakers)
Sound from the TV routed via optical cable to Playbar cuts in and out (note this is not an issue with the content/streaming since no issues when using the TV’s built-in speaker for the sound)
Search within the app takes an excessively long time and does not consistently return results for connected services
Skipping tracks in the app does not work consistently (will sometimes hang for a bit before skipping, will sometimes say cannot connect to service requiring multiple attempts before skipping)
Connected services will randomly not show content when manually browsing in the app
Randomly everything on the My Sonos page in the app will show everything as unavailable

My setup is as follows:

Playbar and two Play:1s setup in surround configuration
Five
Two additional Play:1s
Roam

App is up to date as are system updates (according to the app).

Steps taken thus far have been unplugging and plugging speakers back in, adding back speakers that were previously in the system but then just stopped showing up, and doing a factory reset on the Roam.

I was thinking the next step is to do a full reset of everything and basically setup again from scratch but wanted to see if anyone else is experiencing anything similar or has other suggestions.

Thanks!

Josh

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.

AirgetlamAnswer

Most of this is indicative of network issues. Might be wifi interference (possibly from outside your network), or simply duplicate IP addresses.

At the very least, if the first link doesn’t provide any relief when you follow its suggestions, I’d recommend that you power down all of your Sonos devices. While they’re powered down, reboot your router, and give it a couple of minutes to reboot, before powering back up your Sonos devices. However, this is a temporary thing…if it does fix the issue, I’d encourage you to prevent it from happening again by reading your router’s manual, and setting up reserved IP addresses for all your permanent network devices in the router. It’s good housekeeping ;)

However, if neither approach works for you, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it.

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

Bruce

Show previous replies

Stanley_4

Grand Maestro

Power off the Playbar and surrounds, reboot the router.

Power up JUST the surrounds and see if they appear.

Different router makers have different IP assignment ideas, some allow static IPs to be anywhere, others allow only outside the dynamic pool, others only within it. All you can do is live with your router’s rules or get a more friendly router.

O

outofstate

Lyricist III

Sonos method of connectivity is questionable. I have had 6 different brands of wireless speakers and sonos is the only one that causes frustration. The app is meh and IMO is used to data mine customers for resellers. All the excuses listed are just that excuses, script reading tech support with the last entry blame ISPs is pathetic. The fact the so many users have reported the same issue over and over and over again, is falling on DEAF EARS is pathetic. For the price there should be no excuses!

O

outofstate

Lyricist III

Power off the Playbar and surrounds, reboot the router.

Power up JUST the surrounds and see if they appear.

Different router makers have different IP assignment ideas, some allow static IPs to be anywhere, others allow only outside the dynamic pool, others only within it. All you can do is live with your router’s rules or get a more friendly router.

Are you a network engineer? What is your expertise with routing hardware and routing protocols?

Stanley_4

Grand Maestro

Power off the Playbar and surrounds, reboot the router.

Power up JUST the surrounds and see if they appear.

Different router makers have different IP assignment ideas, some allow static IPs to be anywhere, others allow only outside the dynamic pool, others only within it. All you can do is live with your router’s rules or get a more friendly router.

Are you a network engineer? What is your expertise with routing hardware and routing protocols?

Nah, I’m a complete idiot, just ignore me.

O

outofstate

Lyricist III

Power off the Playbar and surrounds, reboot the router.

Power up JUST the surrounds and see if they appear.

Different router makers have different IP assignment ideas, some allow static IPs to be anywhere, others allow only outside the dynamic pool, others only within it. All you can do is live with your router’s rules or get a more friendly router.

Are you a network engineer? What is your expertise with routing hardware and routing protocols?

Nah, I’m a complete idiot, just ignore me.

was scratching my head with the information provided. Might know what your thinking but just cant write it or youre regurgitating the web which explains your reply.

Airgetlam

Just curious as to what your expertise is. @Stanley_4 has been helping people with their Sonos system for years, without any pay, and with scant thanks. He has a Sonos system, understands more about networking than I do, has helped many a user set up a Pi device as an NAS, but apparently doesn’t meet your standards for a community member to offer assistance. Feel free to ignore him, but I’d recommend if you want assistance from Sonos, and not this community, posting here won’t be very helpful, as Sonos support doesn’t frequent this community forum. You’d need to call Sonos Support directly to discuss your particular issue.

Bruce

buzz

Grand Maestro

@Josh Guss,

After making their initial connection via WiFi the surrounds will switch to using a private 5GHz connection to PLAYBAR. Some routers will then assume that the surrounds are no longer present and will stop displaying the surrounds. Unfortunately the surrounds still have an IP address and will use it from time to time. If this occasional use of their IP address results in a duplicate … the phantom might strike. The “might strike” is what makes this issue so frustrating because you could accidentally get away without reservations 100 times in a row, then the phantom does its deed. You can view the surround’s IP addresses in via Settings → System → About My System. Most routers will allow you to add clients that are not currently visible.

O

outofstate

Lyricist III

Feel free to ignore him,

Will do. Ty

J

Josh GussAuthor

Contributor I

Power off the Playbar and surrounds, reboot the router.
Power up JUST the surrounds and see if they appear.

Thanks @Stanley_4! That did the trick. So now I have each speaker setup with a dedicated IP Address. Will monitor performance and hopefully these changes will resolve the issues I have been having. Will report after more regular use.

Thanks

Sign up

Login to the community