Contributor I

Answered

sonos devices dropping connection

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After recent update majority of my Sonos devices have been constantly dropping off the internet every day or two.

It's usually been 3 out of my 7 devices, however it's starting to get worse with the 4th now dropping off. I've gotten so frustrated I thought it may have been my router so I purchased a new $400 router setup. And still they are dropping.

It's usually my Play:1, Play:3 and Play One. Looking for answers as I am now holding off on my planned Sonos purchases because of this issue.

I've created a diagnostic: ***********

Moderator edit: diagnostic number recorded and removed

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AirgetlamAnswer

More likely fighting some other device for a duplicate IP address. Try unplugging all of your Sonos devices, and while they’re unplugged, reboot your router. Once the router has had a couple of minutes to recover, plug back in your Sonos devices.

Bruce

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Ken_Griffiths

The boost hasn’t been doing it’s job since I ”upgraded” to the new app and not been doing anything at all that I can make out since the update in May. The speakers have all been visible on my mesh, showing that they were connected to my router / repeaters using wifi…

It should be working and it’s connectivity was improved in mid-May. See the release note (screenshot attached).

If problems persist then it maybe best to reproduce the issue seen and then immediately submit a Sonos system diagnostic report from within the Sonos App, note it’s reference and then contact/chat with Sonos Support Staff via this LINK and see what the Staff can perhaps suggest to help you to resolve the matter.

K

Komaok

Lyricist II

Just purchased a refurbished Arc. I can not keep it connected to play continuous music or even my TV. I own multiple other sonos speakers none of which I have a problem. I have reached out to customer service a number of times with no resolutions. On there side it shows it working. I’m wondering if the original issue with the speaker was the connection and they didn’t wait long enough to reproduce the issue.

Ken_Griffiths

Just purchased a refurbished Arc. I can not keep it connected to play continuous music or even my TV.

How is it connected? What have you and Sonos Support Staff checked/tried so far?

K

Komaok

Lyricist II

Connected by WiFi. We have done all the resets of router and updates. Completely took it out of the system factory reset. Every time we do anything it plays for awhile then disconnects. Through the TV or just playing music we get the same results.

Ken_Griffiths

Connected by WiFi. We have done all the resets of router and updates. Completely took it out of the system factory reset. Every time we do anything it plays for awhile then disconnects. Through the TV or just playing music we get the same results.

What does the Arc’s status LED do when the music/tv audio drops out? -

Does the Arc lose its actual connection to the router and drop its IP address?

What router are you using (make/model) - can you ascertain it’s 2.4Ghz WiFi channel and it’s channel-width?

K

Komaok

Lyricist II

The led goes out. Not sure about the rest.

Ken_Griffiths

The led goes out. Not sure about the rest.

Does the Status LED ever flash white when it happens? - it will normally flash for a short time and then fall back to a steady white LED, or it may switch off, if you’ve disabled it - Either way though, it will usually flash if the Arc reboots or loses connection to your WiFi.

Just need to know what you actually see happen - if it’s not losing its WiFi connection it might just be an mDNS discovery issue by your controller. Maybe see what happens next time and check your routers DHCP server to see if it’s losing it’s IP address and then report back here.

R

RacDel

Trending Lyricist I

The boost hasn’t been doing it’s job since I ”upgraded” to the new app and not been doing anything at all that I can make out since the update in May. The speakers have all been visible on my mesh, showing that they were connected to my router / repeaters using wifi…

It should be working and it’s connectivity was improved in mid-May. See the release note (screenshot attached).

If problems persist then it maybe best to reproduce the issue seen and then immediately submit a Sonos system diagnostic report from within the Sonos App, note it’s reference and then contact/chat with Sonos Support Staff via this LINK and see what the Staff can perhaps suggest to help you to resolve the matter.

Ken, thank you very much for your help and hints. I did try to carry on looking into it yesterday, but … life. So, I will do what you and your colleague have suggested as soon as I can and let you know how it went.

RacDel

S

SoulFood

Lyricist I

Same issue for me...Rarely any issues with connection pre latest update, now, every single day, multiple speakers won’t play music despite showing they’re connected to the system.

Set Up:

Arc/Sub

2 sets of One SL paired for stereo

2 Individual One SLs

1 Port supporting an old Sony receiver and outside wired speakers

R

RacDel

Trending Lyricist I

The boost hasn’t been doing it’s job since I ”upgraded” to the new app and not been doing anything at all that I can make out since the update in May. The speakers have all been visible on my mesh, showing that they were connected to my router / repeaters using wifi…

It should be working and it’s connectivity was improved in mid-May. See the release note (screenshot attached).

If problems persist then it maybe best to reproduce the issue seen and then immediately submit a Sonos system diagnostic report from within the Sonos App, note it’s reference and then contact/chat with Sonos Support Staff via this LINK and see what the Staff can perhaps suggest to help you to resolve the matter.

Ken, thank you very much for your help and hints. I did try to carry on looking into it yesterday, but … life. So, I will do what you and your colleague have suggested as soon as I can and let you know how it went.

RacDel

And now, as if by magic, it has stopped dropping out. No idea how it happened, as I had tried everything and then gave up as I was too busy at work and privately. I have just tested the sound again and it is back to normal. Thank god for that.

and thank you Ken.

RacDel

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