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antiserum1
Contributor I
January 20, 2023
Answered

sonos play: 5 Gen 1 constantly stopping for 10 sec.

Hi there,

 

recently re activated my sonos play:5 (1st gen) from 2

years hibernation. Connecting easy but device keeps

stopping/interrupting the song every 20min for approx 10 sec. Then it would continue the song as if nothing happened. Any idea how to rectify this? 

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Airgetlam
AirgetlamAnswer
January 20, 2023

There’s a few of possibilities that leap to mind, but likely could be more.

First, this could be simple wifi interference, or even a duplicate IP address issue. Or it could be that your router is experiencing a duplicate IP address problem. At the least, I’d recommend a network update, by unplugging all Sonos devices from power, then rebooting your router. Only once the router comes back up should you plug back in the Sonos devices, which will force them to get new IP addresses. 

I’m assuming, since you’re running a PLAY:5 gen 1, that it’s using S1, so you’ve updated your controller and the speaker to the latest build of software.

But it might be a hardware problem, too, in which case you should 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 Sonos system and network. 

 

Bruce
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SumoIrl
Lyricist III
August 8, 2023

Hi Bruce

Thanks for your reply. I believe I reset the Play 1 correctly but when trying to set it back up, the S1 app said something along the lines of “this product requires S2 app” - I’m not 100% sure so I will try it again. I’m hoping that by grouping the Play 1 with my Play 5’s, it will stop the Play 5 dropping music intermittently. 

Thanks for clarification on Bridge, I didn’t know that. 

It is only Spotify that is causing an issue, I can stream radio all day long and nothing drops so I don’t believe it to be a wifi / interference issue. Also, the audio drop out on one speaker is exactly the same length of time - about 8 seconds so I don’t think this is consistent with wifi issues. I remain open to correction on this though….

I’ll try and eliminate as many scenarios as I can before submitting a diagnostic. 

Blair

    Airgetlam
    Airgetlam
    August 8, 2023

    Blair, 

    I’d still encourage the diagnostic and calling in to Sonos aspect. If it’s just happening with one stream, that really points a lot more to issues on their side, rather than Sonos, but then each stream tends to have its own sensitivity to Wi-Fi interference, so checking in with Sonos would likely be a good thing. 8 second intervals could be anything, unfortunately, from IP conflicts, to interference, to issues with Spotify’s servers.  Without looking at that hard data in the diagnostics, that only Sonos folk have access to, it’s really hard to tell.

    Your PLAY:1 definitely can run S1, sound like you may just need to fiddle a bit more. Might not hurt to bring that up on your call, Sonos could likely help you get that speaker reconnected to your S1 system. 

    Bruce
      SumoIrl
      Lyricist III
      August 8, 2023

      Thanks Bruce - I’m not sure I can call anyone in Sonos from Ireland? 

      I’ll try submitting a diagnostic though and maybe they can help remotely. The issue can’t be on spotify’s side - one speaker continues to play the song while one drops out! And all my other (newer) Sonos products work fine with Spotify - we played it on the Play 1 for hours on Sunday night with no dropouts. 

      I’m going to try the Play 1 route first. Appreciate your help!

        Airgetlam
        Airgetlam
        August 8, 2023

        I think you can call, although you might get shunted to the UK call center.

        Bruce
          SumoIrl
          Lyricist III
          August 9, 2023

          Hi Bruce and others!

          A little update - I think the issue might be fixed

          You were right about the Play 1 working on S1. First I had to downgrade the software in S2, this took a few attempts but then it worked. 

          Now if I play Spotify to the Play 1 in S1 and then once it is playing, group the Play 5’s with it, the Play 5’s are not dropping out. I’ve only tested for a half an hour but it worked perfectly

          I’ll report back once I try it more as this will be a neat workaround for anyone with legacy products that are dropping out due to lack of memory or whatever. 

           

          Blair

          Airgetlam
          Airgetlam
          August 9, 2023

          Shouldn’t be any ‘memory’ issues on a standard S1 stream, however HD streams are much more sensitive to wifi interference due to their need for higher bandwidth. 

          Bruce
          SumoIrl
          Lyricist III
          August 9, 2023

          Fair enough - but why is there no drop out when I add the Play 1 ? 

          Airgetlam
          Airgetlam
          August 9, 2023

          The PLAY:1 is probably in a better receptive area for a signal, and is then sharing it via SonosNet with the PLAY:5. 

          Wifi is a tricky thing, and constantly changing. It’s also affected by all sorts of external influences, up to and including solar flares. It isn’t ever a ‘set and forget’ system that never changes. Even wired networks are constantly changing for a multitude of reasons. 

          Bruce
            SumoIrl
            Lyricist III
            August 9, 2023

            Sorry, I just can’t accept that at all. The Play 1 is sitting beside the Play 5, like directly beside it. Previously, I swapped the Play 5’s L & R - it was the L speaker that dropped out - and sure enough it dropped out when in the location the R speaker sat. When the L speaker was powered off, the R speaker dropped when playing on it’s own. 

            I’m happy to be proved wrong and I will admit it on here and buy you a virtual beer!!!  I’ll change the wifi 2.4ghz channel to see if this helps. 

            I think I’ve got a workaround but would like to help others in the same situation. I love my Sonos speakers, I’ve got other S2 products in the house so I’d love the old 5’s to keep going!

            Airgetlam
            Airgetlam
            August 9, 2023

            Which is exactly why I suggested calling in. Just because 99% of the time, it is issue X doesn’t mean that you’re not in the other 1%. And not having access to anything other than your comments here, I’m somewhat hampered, and will almost always go with the 99%. 

            Bruce
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