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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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    Bubbajoegus
    Lyricist III
    October 1, 2017
    I tried changing my standard connection to a direct connection from my wifi router to one of the play 3s; that didn't help...any ideas?
    Stuart_W
    Stuart_W
    World-Class Superstar
    October 1, 2017
    I tried changing my standard connection to a direct connection from my wifi router to one of the play 3s; that didn't help...any ideas?

    A couple of things to tr. As you say the issue happens with your iPhone try disabling the Wi-Fi assist.
    Also, check to see if your phone is connecting to your router's 5GHz or 2,4GHz wireless network - Less likely this is the issue if you still get the problem wth your Sonos wired.
    Arc + Sub (Gen 1) + 2 x Play 1/ Stereo Play 3s/ Era 100 Stereo in Kitchen, One Stereo in Bedroom, Play 1 stereo pair in Study, Play 1in Bathroom, Sonos Move 2
    Bubbajoegus
    Lyricist III
    October 3, 2017
    Stuart - I've tried what you suggested with the iPhone. My Wi-Fi assist was actually already off. I believe it is something with the iPhone as I tried another source - my Amazon Echo - which I have on 'line-in' to a play-5. I played an amazon cloud playlist through my entire sonos system and there were no skips, jumps or stoppages in play. It is something with the iPhone/sonos interface. I wonder if my various iPhone apps' notifications are interfering...I haven't seen a pattern there yet but I do have all sorts of notifications for mail, messenger, fb, etc. Any other ideas? perhaps there is a sonos' app setting that I am missing.
    Stuart_W
    Stuart_W
    World-Class Superstar
    October 3, 2017
    Suggest you submit a diagnostic after it happens and post the number here for a Sonos rep
    Arc + Sub (Gen 1) + 2 x Play 1/ Stereo Play 3s/ Era 100 Stereo in Kitchen, One Stereo in Bedroom, Play 1 stereo pair in Study, Play 1in Bathroom, Sonos Move 2
    Bubbajoegus
    Lyricist III
    October 4, 2017
    Ok - submitted diagnostic #7914187
    Keith N
    Keith N
    Sonos Staff
    October 26, 2017
    Hi there, Bubbajoegus: Thanks for the diagnostic report. I was able to take a closer look at your account and saw that you have reached out to us. Should you still need assistance, let us know.
    Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.
    dsmoran
    Lyricist I
    May 13, 2018
    My music stops playing when playing music from iTunes on my phone. I submitted diagnostics, changed wifi channels and nothing seems to work. The only thing that works is switching to play music through amazon prime. I think its a bug purposely inserted by sonos with last years app update.
    Keith N
    Keith N
    Sonos Staff
    May 14, 2018
    Hey there, dsmoran. Thanks for posting and welcome to the Community. You may want to check out this topic where one of our users spoke to a senior technician about streaming content from your mobile device.
    Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.
    ronenst
    Lyricist I
    April 13, 2019
    My sonos one stop music randomly. It doesn't important the music source. Mostly stop playing after 10 min or more
    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
    Show more replies
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