Contributor I

Answered

Sonos speakers randomly dropping out then Sonos stopping

21 replies
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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!

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AirgetlamAnswer

@LCWMB , that sure sounds like a potential duplicate IP problem. I’d try unplugging all Sonos devices from power, then rebooting the router. Give the router a couple of minutes to come back up before plugging back in the Sonos devices.

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.

Bruce

P

Pamiela

Lyricist III

Mine won’t even work today. My WiFi is fine. Very frustrating.

B

Brob1979Author

Contributor I

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

L

LCWMB

Lyricist I

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.

AirgetlamAnswer

@LCWMB , that sure sounds like a potential duplicate IP problem. I’d try unplugging all Sonos devices from power, then rebooting the router. Give the router a couple of minutes to come back up before plugging back in the Sonos devices.

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.

Bruce

P

Pamiela

Lyricist III

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.

Airgetlam

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.

Bruce

1

12NRG75

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.

Airgetlam

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

.

Prodigy III

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.

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