Sonos System with missing rooms on Google Nest Wifi

Hi @Pz8675309 

Welcome to the Sonos Community!

Sorry to hear of the issue you are having with rooms disappearing from your Sonos app - it can be very annoying! There are a few things that can cause this kind of behaviour - WiFi interference, multicast flooding, IP address conflicts and plain misconfiguration of the network.

So, rather than me guessing what the issue might be and flooding you with technical information - most of which might not even be applicable in your particular case - I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

However, I understand that not everyone can call in during office hours, so I recommend a read of my article for some pointers that may help:

I do recommend calling in, however - it can save a lot of the guess work. If it really isn’t an option for you, please let me know.

I hope this helps.

@Corry P thanks for your reply. I have tried calling the support line a few times now and each time there is over an hour wait time. I also tried via chat and worked with the tech for over an hour and a half and he then abruptly said we have taken this as far as possible and I need to call tech support. So that avenue was also quite frustrating. 
 

The solution here could likely be one of the things I have read about in your article and many others. However, before I try any of these somewhat more in depth configuration changes to my router etc. it would be really great to speak with an actual human being who is knowledgeable on all of this.  
 

Have to say thus far I am pretty disappointed in Sonos customer support. I spent quite a lot of money on all of these speakers and when they work fine they are great. But when they don’t and I need help it doesn’t feel like the company is doing a good job of supporting its existing customers. 

Hi @Pz8675309 

If you're on a chat and the agent asks you to call, that’s typically because there are some needed steps that the agent cannot make while doing chats - I imagine their plan was to have someone remotely connect to your computer in order to look at your router settings and use some tools to probe your network behaviour. I understand that this can be frustrating, but there was likely a good reason.

The next time your system has been on for a while and you open the Sonos app to find all the rooms that should be there, please submit a support diagnostic. If you do this when speakers are missing, I won’t get any info from those speakers, which I will need. Then, when speakers next go missing, please submit another diagnostic. Once done, please post here letting me know - but please don’t post the confirmation numbers given at the end of the process, as it’s identifying information and I can just look it up anyway.

I’ll take a look for you and see what I can see - hopefully an answer will be forthcoming.

@Corry P i just submitted diagnostic number 1. This is the one where the full system is working fine and all speakers, rooms are present. Submitted today at 5:29am. 
i will submit again the next time the issue occurs. 

Hi @Pz8675309 

Thanks - I’m taking a quick look now. So I can adequately explain to you what I end up thinking the issue might be, do I have your permission to use the room names and speaker models of your system (data protection laws over here prevent me from doing so without your clearance) in my next posts? 

@Corry P yes. I’m fine with that. Thanks. 

@Corry P i just submitted diagnostic #2.  Room “family room” and the three speakers in that room has disappeared from the app as of 7:30am this morning. You should now have the two sets of diagnostics you asked for. 

Hi @Pz8675309 

Thanks!

I’m already concerned that there might be a Google Nest device in close proximity to your Family Room (RR) speaker - if this is the case, please move them at least 3 feet (1m) apart, to minimise cross-interference. If Family Room is one of the rooms that ever goes missing, this could be the reason why. Also, that speaker in particular is reporting interruptions due to low bandwidth - getting the Nest node away from it a bit should help.

The next time rooms go missing from the app, please try the following:

The symptoms you describe don’t match those described on the documentation where I got these instructions from exactly, so this is more of a just-in-case-it’s-this-easy situation. Please let me know if this does bring the missing rooms back, though.

Is it typically your Era 100 model speakers that go offline, or does the Family Room do it too?

I hope this already helps.

Hi @Pz8675309 

I didn’t see your latest post till after posting mine - I’ll have a look now. Thanks!

@Pz8675309 

Did the missing room come back after submitting the diagnostic, by any chance? I ask because the Family Room is not missing from the diagnostic, which is unusual for rooms missing from the app.

Do missing rooms ever come back by themselves if you don’t try to address the problem?

Hopefully, moving the Nest in that room will suffice for Family Room speakers going missing from the app - please let me know how you get on.