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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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    Anonymous
    February 11, 2020

    Sounds good! I look forward to your reply. 

    bminno9
    Lyricist III
    February 19, 2020

    Hi Richard, the Sonos system has been good since last time I spoke to you but it’s started playing up again. It’s cutting out using Apple Music with the iPad and also through the record player hooked up with the connect. My diagnostic number is: 111585530

     

    Thanks again

    Brendan

    Anonymous
    February 19, 2020

    Thank  you for letting me know. The only thing I am seeing in this diagnostic, is insufficient bandwidth. When you are playing music to your speakers, is anything else using your internet? 

     

    Also, what time of day does this happen? If this happens post rush hour, it is possible that your internet provider may be struggling to maintain the appropriate bandwidth to maintain the audio stream. 

    bminno9
    Lyricist III
    March 7, 2020

    Hello Richard,

    So my Sonos system has started to play up again. It’s only my beam that’s affected. I have a Sonos one grouped with the beam. The beam stops playing while the one keeps on playing. I group the beam back with the kitchen and it’ll play for 2-3 mins and then stop again. Any help would be appreciated. My diagnostic number is: 177370424

    Kind regards
    Brendan

     

    Anonymous
    March 7, 2020

    Thank you. We would like to move your case over to our phone team, as we can go through more detailed troubleshooting with you in live time. I am going to send you a direct message requesting more information, so I can create a case for you. 

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