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imagwai
Contributor I
July 29, 2017
Answered

Sonos stops playing randomly

Hi. My Sonos system has worked perfectly for years, but have recently started to experience an issue whereby playback of music will suddenly stop altogether. The length of time this happens after is fairly random but it could happen a couple of minutes into the first song, or in the middle of the second or third. It happens both whilst playing music from my NAS, or from internet services like Amazon music.

This has been happening for a few weeks now and is difficult to pinpoint to a single cause, because several changes happened in my home at round about the same time: i) there was a large Sonos software update which failed several times before finally working; ii) I got a new NAS (so my music library moved); iii) I moved some of my network devices around; iv) I upgraded my main broadband router to a BT Smart Hub (although these last two were largely in response to the problem!).

So far, I have tried:
- Separating the 2.4 and 5GHz wifi frequencies
- Ensuring Sonos is on a different channel (11) to my home wifi (6)
- Checking for wireless interference from other networks in the area
- Checking for any IP address conflicts on my network (there are none)
- Replacing cable being used to connect Sonos Bridge to my network
- Moving the Sonos Bridge away from the router and other devices to a different part of the house
- Switching off my wireless IP cameras in case they were causing interference

Getting desperate now. Just done a diagnostic - 7660366 - if anybody can help!

TIA
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    Airgetlam
    AirgetlamAnswer
    April 13, 2019
    In most cases of music stopping randomly, it's caused by wifi interference.

    If the solutions provided in that link, it might be helpful if you were to submit a system diagnostic within 10 minutes of replicating this issue, and either post the number here, or contact Sonos to discuss it. There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.
    Bruce
    View in thread

    35 replies

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    ronenst
    Lyricist I
    April 14, 2019
    Thanks, i will try that and send the system diagnostic to sonos if i couldn't find the problems
      Follywood
      Lyricist II
      July 7, 2019
      I’m having the same problem on my iPhoneX and my wife’s iPhoneX
      the playback stops randomly
      BUT the iPhone tells me that Sonos has lost connection with my iphone
      That’s s fine explanation but I have 3 bars wifi signal strength on my iphone

      Help
      Airgetlam
      Airgetlam
      July 7, 2019
      But that doesn’t indicate what the strength of the signal is between your speakers and your router, and also doesn’t show you if you might have a potential IP conflict. The only indication there is that your phone sees a 3 bar signal average over time.
      Bruce
      Follywood
      Lyricist II
      July 8, 2019
      I have submitted my system diagnostic
      1149825584

      my iPhoneX.... the problem goes away when I turn the iPhone’s Auto-Lock to NEVER

      Dear Mr Sonos
      is this the answer to the problem?
      Your comment would be appreciated
      thx
      Follywood
      Lyricist II
      July 8, 2019
      Bruce
      i don’t have wireless speakers
      My Connect :Amp is wired to my speakers and the amp is connected to the Google Wifi via ethernet cable and a switch
      IphoneX is connected via wifi to Google Wifi
      Connect:Amp has a static IP address on Google WiFi
      cheers John
      bminno9
      Lyricist III
      February 7, 2020

      I’m having a similar problem. I’ve got my record player hooked up through my connect. I’ve tried changing the wireless channels on both the Sonos app and router. Works for a bit then cuts out. My ref number is 2033664107. 
       

      Thanks

      Anonymous
      February 10, 2020

      Hello @bminno9, welcome to the community! 

       

      I understand that you are experiencing some issues with playing music from your turntable to Sonos. Thank you for providing that diagnostic. Would you mind answering a few questions for me?

       

      Does this happen with music services, such as Tunein, or does this only happen from content from the turntable? 

       

      Does this turntable have pre-amp by chance? If you are not sure, would you mind providing the make and model of that turntable?

      bminno9
      Lyricist III
      February 10, 2020

      Hello Richard, thanks for the reply. Yes it also stops when I’m using Spotify or Apple Music or any other streaming service. The turntable is a pioneer dj and has a pre amp. 

      Kind regards

      Brendan

      Anonymous
      February 10, 2020

      Thank you for confirming that. The diagnostic did not show any errors from those services. Have you played music from Spotify, or Apple music recently? 

       

      Does this only happen when the Connect is playing audio; for example, if you were to play music on just your Beam, does the audio cut out as well? 

      bminno9
      Lyricist III
      February 11, 2020

      Yes the beam cuts out while using Apple Music. I’ll see what it does tonight and if it stops I’ll run another diagnostic test. 

      Thanks

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