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?
Best answer by Airgetlam
View originalIf this is happening only when you stream Spotify - then it is because your Play 5 Gen 1 dont have enough memory to handle Spotify Streaming. It is a Known-issue at Sonos - but they dont want to spend time on fixing it in their software for S1 - so leaving old legacy customers in the dark :( I have two Play 5 Gen 1 - they play perfectly fine when streaming ie radio and other streaming services - only a problem with Spotify. Its hard to believe that Sonos and Spotify could not solve this issue for our devices - if they wanted…..
I think you can call, although you might get shunted to the UK call center.
The old Sonos play 5 gen 1 will only play on the s1 app. It you try to connect it with the s2 app, it wil show you a picture of the old speaker and tell you it's not connecting, but not why!?! Duh took me ages to work that out!! The gen 2 will connect to both apps but love my old gen 1:).
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.
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
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.
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!
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.
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%.
I’m not sure how connecting your phone to the same router does anything at all to rule out wifi interference , as certainly a large amount can come from outside the network.
”Wireless interference can occur when two or more wireless devices compete for the same Wi-Fi space. If this overlap is causing performance issues, it can be quickly resolved by changing your network’s wireless channel or by moving Sonos away from the source of the interference.”
(From the link provided)
By having as few devices as possible in my home using wifi, I am trying to minimize interference. The cell phone needs to be connected to the same network to control Sonos.
I am not able to ask all neighbors to switch their equipment and appliances off so this was as far I was able to go to control the test environment.
How can I diagnose the speed between the router and the Sonos device? What are the recommended specs?
Have you contacted Sonos support, as I recommended in my original ‘answer’ in this thread? Much of that data would be in the technical diagnostic that they would be reading.
If you’re unable to tell what your neighbors are using, I’d definitely try other channels, just as a test.
It is a nice quote from the document , but not the only source of potential interference. I’ve seen lots of issues with DECT phones, and I’ve had personal experience with both a failing microwave that when on was spamming interference across the WiFi spectrum, and a new neighbor choosing to use a channel I’d been using for SonosNet. Once I figured that out, a quick change to my own network channels resolved that. Oh, and I replaced the errant microwave. If it was causing issues for Sonos, there’s no way of knowing what potential effect it was having on me.
Nor have we ruled out a potential hardware issue on your device itself, something that would likely be discovered in the data you provide to Sonos support.
You made several assertions in your post that I’ve not found to be accurate, when talking about Sonos, and the way it interacts with the network.
Hopefully, talking to Sonos directly might resolve the issue you’re evidently experiencing, or at least provide you with more hard data to consider.
I don’t understand your statement that says ‘ My Play 1 is too new to add to S1 ‘. All PLAY:1s no matter what the age will run S1. You would need to factory reset it, and then ‘add a device’ to your existing S1 system.
I wouldn’t touch a BRIDGE with a ten foot pole. I’d instead, if needed, use a BOOST, again setting it us as an S1 device…but it really isn’t required if you can wire to a speaker, The BOOST (and BRIDGE before it) is essentially just a standard Sonos speaker, without the speaker parts, but instead all the electronics/networking/CPU/Memory in a small package.
You should always be able to share music across the same version of the Sonos operating system, either S1 or S2. If you’re having an issue, 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.
My Play 5 Gen 1 has this issue. I spoke to support for over an hour. All they said at the end of that call was, try plugging it in via ethernet. Never mentioned this memory issue.
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
I get the same issue with my Play 5. I also have an Era 300 which works perfectly so there’s definitely a problem with something with the Play 5 combo. Enormously frustrating.
My case is perhaps a little different as the Play 5 has misbehaved for quite some time and in that period I’ve switched broadband supplier so it’s now using a different router but having the exact same dropout problem. So it’s difficult to argue it’s anything other than a Play 5 issue.
i get it’s an old product and Sonos must be keen to not have to support it but it’s still a fabulous speaker in most respects - better in some ways than the Era 300 - so I’m reluctant to bin it. Plus it’s hardly ecological to do so - but then Sonos maybe would be supporting them if they were more ecologically minded… 😉
Thanks for that - so helpful. I am not surprised but sad that those of us on a truly limited budget are being gradually priced out of the market. I will stick with my old Sonos speaker as London as it works, as it is the one I to successfully deal with the complexity of a care home WiFi system. I have no interest in Bluetooth as I also cannot afford to buy a phone with the advanced versions, of it and for the record, boy can I hear the difference between the two every time! Thanks again.
J
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.
Fair enough - but why is there no drop out when I add the Play 1 ?
It’s odd. I have two PLAY:5s in my living room that work flawlessly. Which makes me think the issue you’re experiencing is network related in some way, and not the PLAY:5s themselves.
As above. It’s a memory issue. As it’s on their legacy product line I don’t think they will resolve the software issues.
they want you to spend more money and buy a new one.
sad. What a waste
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!
Ok, fair call.
I’ll try the channel change and if it still drops, I’ll submit a diagnostic log and see what the engineers say.
Then I’ll buy you a beer!!!
+22
I had vexing issues with my setup. Much fussing about before I sent in a diagnostic and talked with support.
My problem I had two different issues, a pair of Play 1 Surrounds that were too close together, inches, and a Beam and Play 3 that were also inches apart even though in different rooms.
Giving them both a couple feet of separation ended the issues.
It’s odd. I have two PLAY:5s in my living room that work flawlessly. Which makes me think the issue you’re experiencing is network related in some way, and not the PLAY:5s themselves.
Out of interest, can I ask what mobile device are you running Spotify on?
I’m using an IPhone 11 with the latest iOS but it’s happened with previous iOS versions (it’s not recent).
Hi Folks, know I am late on parade; recently bought a play 5 Gen 1 with only 1 router upstairs for whole care home! Started with apple music on Android phone on cd quality as sometimes use aux in. Stopped all the time not sounding great. After trying everything with no success, switch to Deezer at similar quality. Audio blows Apple away and not a single interruption! Logic tell me they should be similar, they are simply not. Well worth extra quid a month☺️ because I am mostly bedbound, I listen to music approx., 9 hours a day. The old speaker just keeps on going :). Cheers all, thanks for a wonderful forum.
PS
Sorry, should add I have an upstairs room only 50 metres from router and try to have not more than 5 apps at a time
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