Skip to main content
Davimead
Contributor I
January 26, 2018
Answered

Sonos keeps dropping connection

Hi, This clearly seems to be a common problem with sonos systems. My system keeps dropping connection regularly, especially with the radio. I have reset my router, updated my software but to no avail. There seems from other threads that there are several different reasons for this happening. Has anyone got any suggestions where to even start? All help gratefully received
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.
Edward R
Edward RAnswer
Retired Sonos Staff
June 12, 2019
If you are encountering issues with your Sonos devices dropping off your system with regularity, there are a few points you will need to explore.

Firstly, what is the exact nature of the issue: Is it the fact that your music is being interrupted, or is your problem that you have rooms missing from the Sonos app?
Commonly, either of these issues can come as a result of wireless interference. Are you perhaps using an incompatible network configuration or hardware that does not meet our system requirements?

If all of the above checks out, you may wish to set static IP addresses to the devices on your Sonos system, some routers have an issue maintaining a connection with devices that remain on the home network.
For information on how to do this, please consult the literature supplied with your router.

As you can see, there are many different aspects to having your system function properly.
If you are still having issues, please start a new topic with the following information:

  • What devices do you have?
  • Has anything changed on the network?
  • Which service(s) are you trying to listen to?
  • Is the behaviour always the same?
  • Can you recreate it with ease, or is it random?
Try searching our articles for help with your question: https://www.sonos.com/en/support
View in thread

40 replies

Show previous replies
Airgetlam
Airgetlam
July 1, 2018
Try assigning it a reserved IP address in your router's DHCP table. In most cases, that will resolve the issue you're running in to.
Bruce
TimmyB
Lyricist I
July 1, 2018
Additionally, contact support! With my issue above I also had a faulty Connect unit. I contacted support and they were very helpful and we ended up RMAing the unit for a replacement.
Stanley_4
Stanley_4
Grand Maestro
July 2, 2018
You can also submit a diagnostic to Sonos and post the number here so they can look at your system internal info.
bkrieger
Lyricist I
July 31, 2018
I'm having the same problem and I'm ready to throw my sonos 3 in the garbage. I have changed the wireless channel and setup a static IP address for my Sonos. Nothing fixes it. I have submitted a diagnostics confirmation # 1630044849.
    Jeff S
    Jeff S
    Retired Sonos Staff
    July 31, 2018
    I'm having the same problem and I'm ready to throw my sonos 3 in the garbage. I have changed the wireless channel and setup a static IP address for my Sonos. Nothing fixes it. I have submitted a diagnostics confirmation # 1630044849.

    Hi bkrieger,

    Your speaker losing connection to your wireless network from time to time. If you've already tried changing your wireless channel, the next best step would be to work with our phone team. Please give us a call, you can find our phone number and hours here.
    Help others find useful content by clicking the like button and selecting the best answer to your question.
    Axelgunn
    Contributor I
    August 17, 2018
    I’m having the same problems - seems to be since the most recent updates. I’ve tried swapping to use WiFi, changed channel, rebooted everything and still it is randomly losing rooms, stopping playing randomly and skipping tracks. Diagnostic is 8476362. Can anyone help?
    Axelgunn
    Contributor I
    August 17, 2018
    Same here. I am a network & telecoms professional and have tried everything. Setting channel to fixed. Rebooted this and that first etc. Still rooms keep droping out and mistically coming back randomly after x minutes.
      Airgetlam
      Airgetlam
      August 17, 2018
      Axelgunn,

      As a guess, you're having issues with duplicate IP addresses. Have you assigned reserved IPs to your Sonos equipment in your router's DHCP table?
      Bruce
      revel
      Contributor II
      August 18, 2018
      After going over some things over the phone (ending with being told the connection is far far better) it seems to have gotten worse. I'm doing everything I can and everything I know from the tech. I have the PlayBar up pointing at the satellites. I have the router on 11 and have pulled powers in the right order, waited, and put them back in. Now the sub and satellites are both dropping.

      Here is the funny thing. My setup is reasonably ideal. I am not in a large room. I'm in a medium/smaller room setup. I only have 2 things on my wifi. My phone and now recently my new TV. I wire everything. I do not have a crazy setup here. I don't have a family using a bunch of devices or anything. Only 1 sub and 2 Sattelites. I'm not in an apt or anything i'm in the suburbs with spaces between the homes.

      I can't get through 1-3 songs before something cuts out. The sub is quite close to the playbar too!

      When the week comes around and I'll be back on the phone with Sonos but I'm not sure what they are going to do at this point other than instruct me on how to hard wire the entire thing and run wires across my livingroom (exactly what I wanted to avoid). Also I don't even know how that works. The playbar has only 2 ports on the back and there are 3 systems cutting out. And my Router is full (3 PCs and a PS4). So do I need to start using switches/hubs?

      I'll see what can be done before returning.

      1843047572 diag submission.
      Edward R
      Edward R
      Retired Sonos Staff
      August 20, 2018
      Hi, revel. Just going to drop my own perspective on this. Your PLAYBAR looks to have a satisfactory connection, you are correct in that regard. The issue of the SUB and satellites dropping out is likely down to 5GHz interference. Perhaps changing the channel of this network will prove useful? Apologies if this has already been addressed. Let me know how this goes.
      Try searching our articles for help with your question: https://www.sonos.com/en/support
      Show more replies
      Terms & ConditionsAccessibility statement