Is Sonos working on an update to fix these random drops? I’ve had Sonos for over 12 years and upgraded all speakers when we moved about 3 years ago. I’ve always been such a Sonos advocate but I wouldn’t recommend this to anyone. What is being done to correct these issues? This is not a WiFi issue and it is not a latency issue, it is a Sonos latest app update issue that is wrecking the value of the whole system. I’ve been on with Sonos support for over 1.5 hours and they basically gave up. Please help!
Answered
Sonos speakers randomly dropping out then Sonos stopping
Best answer by Airgetlam
I would not factory reset them, if the issue continues, which would most likely erase all the useful data that might explain to Sonos what the issue is.. I’d instead 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 Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.
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Mine won’t even work today. My WiFi is fine. Very frustrating.
It is frustrating. Used to be sooo good! I have noticed that streaming Pandora or Spotify radio stations instead of playlists seems to work a little better if you are just trying to listen to something
Having the same issue today. Came in and the music wasn’t playing despite having an alarm set to play music every day at 830AM. Thought it was weird. Two of the speakers randomly weren’t connected. Unplugged and reconnected them. Deleted all alarms and made a test alarm, which worked. Then the music stopped 30 seconds in. Tried again, same issue. Tried a third time without the alarm function, just playing music and it stopped 30 seconds in and reset to the first song of the playlist.
I would not factory reset them, if the issue continues, which would most likely erase all the useful data that might explain to Sonos what the issue is.. I’d instead 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 Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.
I contacted support and they couldn’t even connect to my system. I ended up rebooting the modem and about 15 minutes later the system came back.
during the day, it would intermittently drop volume or a speaker out. It’s ridiculous.
then last night while watching tv, the whole system started on its own, playing some god awful explicit rap music. No clue why or how.
Every time I’ve seen a Sonos ‘spontaneously’ playing music, it’s been a command from outside, rarely AirPlay 2, but frequently a Spotify Connect connection from someone who has forgotten their connection is to your system, and not their own device.
If you submit a diagnostic within 10 minutes, I think Sonos can see where the ‘start playing’ command comes from in the data, but it isn’t stored forever, which is why that ‘within 10 minutes’ is important. You may have to wait to see if it happens again.
Getting the same issues here. Definitely happening in response to the recent code changes. Turning everything (router and speakers) off and rebooting only helps for a few minutes. I think this is a new bug they just introduced in the *speaker* software error, not the controller app.
If you can prove that it is an issue with the Sonos software, it would be ideal that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. That would give Sonos hard proof, and enable them to squash the ‘bug’.
So far, there have been zero confirmed ‘it’s the software’ reports in these forums, and only ‘it’s an external factor’ reports. All ‘it’s the controller’ reports have ultimately ended up, when resolved, and reported, not to be Sonos software issues, but misunderstandings about something else.
I’m certainly not saying it is impossible, only that providing Sonos the opportunity to figure out the problem is the only way to getting it fixed, no matter what the source is.
If you can prove that it is an issue with the Sonos software, it would be ideal that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. That would give Sonos hard proof, and enable them to squash the ‘bug’.
So far, there have been zero confirmed ‘it’s the software’ reports in these forums, and only ‘it’s an external factor’ reports. All ‘it’s the controller’ reports have ultimately ended up, when resolved, and reported, not to be Sonos software issues, but misunderstandings about something else.
I’m certainly not saying it is impossible, only that providing Sonos the opportunity to figure out the problem is the only way to getting it fixed, no matter what the source is.
I’m sorry but that’s utter nonsense.
You can’t stand there with a straight face and claim there are zero reports that have concluded “it’s the software’ when Sonos themselves have said “it’s the software”, postponed product launches, and set aside a large amount of cash to try and repair the damage with an unknown hit yet to come on the bottom line?
Yet we’re expected to also believe in the case of say the OP, that for many years their system has been fine yet suddenly it’ll be their network deciding to have a bit of fun, because just working was boring so let’s start spewing duplicate IP’s to mix it up a bit.
And the people that believe this get upset when people call them out on it?
I do wonder how anything digital ever works as it’s just so damn unreliable it seems. It’s like audio grade ethernet cables that somehow deliver better bits. How people ever manage Internet banking without being +/- £100 on any transaction I never know…
If you need this amount of tech support just to plug in a speaker and play music, the issue is the design of the ecosystem that can’t cope with consumer grade systems and the variety of them it’ll encounter. People shouldn’t have to sit there submitting endless diagnostics just to get it working again.
If you can prove that it is an issue with the Sonos software, it would be ideal that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. That would give Sonos hard proof, and enable them to squash the ‘bug’.
So far, there have been zero confirmed ‘it’s the software’ reports in these forums, and only ‘it’s an external factor’ reports. All ‘it’s the controller’ reports have ultimately ended up, when resolved, and reported, not to be Sonos software issues, but misunderstandings about something else.
I’m certainly not saying it is impossible, only that providing Sonos the opportunity to figure out the problem is the only way to getting it fixed, no matter what the source is.
Bruce, your response is at best uninformed, at worst absolute rubbish with an intent to spread disinformation. Most reports about the app issue are true. Think about all the press and bug fixes attempting to address latency, alarms, custom services, etc. please don’t spread false information.
I was on the phone with Sonos while the issue was occurring. We did three different “resets” and pulled a diagnostic every time. They could see the issue. Even though she agreed to call back if we got disconnected, she didn’t. Line disconnect and I haven’t heard back from Sonos at all. Still not working. This is 100% a Sonos problem. I’ve had Sonos equipment at three different locations since 2012. This is the worst it has ever performed.
I was on the phone with Sonos while the issue was occurring. We did three different “resets” and pulled a diagnostic every time. They could see the issue. Even though she agreed to call back if we got disconnected, she didn’t. Line disconnect and I haven’t heard back from Sonos at all. Still not working. This is 100% a Sonos problem. I’ve had Sonos equipment at three different locations since 2012. This is the worst it has ever performed.
After Bruce’s ridiculous comments and direction…. I did spend nearly two hours with Sonos tech support. All they could do was say “reboot the speakers” and “reboot the router” or “reboot the modem”. I told the Sonos rep that because of VOIP we would loose connection each time we rebooted the model or router. To his credit, he called me back the first time. The second time he said it would call back, but the phone has not rung from Sonos. I am now on another 35 minute wait to talk to tech support.
Oh, that’s painful. One thought, do you have the Sonos boost by chance?
Close. 5 hours of tech support. New speaker software is very bad at acquiring and maintaining IP addresses. I had one room on Ethernet (as prior customer support had told me to) via unmanaged switch. The set up worked fine for 5 years with Sonos. According today’s customer service: Having that rooms Sonos products behind an unmanaged switch was taking down the entire Sonos system after the last poorly tested update. The best advice from Sonos (after 5 hours of painful customer service) was to remove the unmanaged switch. After the switch was removed, the system started working again. The customer service rep also directed me to run many more speakers directly to Ethernet (again counter to prior Sonos Customer service direction).
Interesting. That is similar to the boost functionality. When I remove it at a different house the system works just fine. Why they don’t know how to troubleshoot this stuff is maddening. Glad you are up and going again. Let me know if it holds for 48 hours.
Having the same issue today. Came in and the music wasn’t playing despite having an alarm set to play music every day at 830AM. Thought it was weird. Two of the speakers randomly weren’t connected. Unplugged and reconnected them. Deleted all alarms and made a test alarm, which worked. Then the music stopped 30 seconds in. Tried again, same issue. Tried a third time without the alarm function, just playing music and it stopped 30 seconds in and reset to the first song of the playlist.
I have the same problem. I have reset the system 10 times and it comes back. I've had Sonos for close to 20 years! For me, it started when I went from a slow and old wifi router that always worked, to a fast 5G wifi router. I have tried connecting the Sonos all via wifi and leaving one connected via cable to the 5G wifi router. Same problem. The Sonos speakers wake me up every morning with streaming radio, but the Sonos app can't find them. I have no problems with other equipment that is connected, it is only Sonos that has problems. So it sounds like a Sonos software problem.
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 Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.
This is getting ridiculous! After several months of the system not recognising my music library, and having to reboot / reinstall, it’s now dropping out after playing half a dozen tracks. And now has deleted all my saved radio stations. Today I could only play Sonus radio. Now looking at alternatives. Sonus trade in for upgraded speakers is a condescending 15%. Sonus, can you assure me you are working on improvements, or should I just cut my losses and go elsewhere
Ok these drop outs have been happening since I purchased the product. It just took me three attempts to submit a diagnostic. If this is going to be a problem I will be asking for a refund.
Submitting a diagnostic sends information to Sonos but to have them look at it you must contact support
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