I have my Sonos system connected to Nest wifi pro. Every few days or so one of my speakers or rooms of my Sonos system disappears. I have to then restart my WiFi network and then the problem is solved. But then it happens again in a few days. What can I do to stop this from happening?
Best answer by Corry P
View originalI wonder why the Era 300s are unable to use Sonosnet, people at least report some success with that. A mesh network is in almost every larger home nowadays and the fact that my electronic window treatments (blinds) work better than my sonos speakers is laughable.
I’m now experiencing what you’re talking about. My kitchen speaker completely disappeared from even airplay on my phone I could still see it connected to the internet in the device list inside the google wifi app the whole time.
So I factory restarted the kitchen one and re-added into my Sonos system again today. I went through all the prompts and sounds and whatever. When It was completed it told me that my new Era 300 had been added to kitchen. When I went back to the Sonos app immediately after, the kitchen speaker had already disappeared again. It is seriously getting past the point of ridiculousness. Having to power cycle everything multiple times just to get a speaker to play. I’m over having music by that point because I’m all frustrated.
I screwed up by not disabling auto-updates once the new app rolled out and everything worked for a single day. I am so glad that I didin’t invest in a larger system of Sonos speakers in every room because it would be actually impossible to get them all to show up if I cant even get 3 speakers to simultaneously be visible in the app.
We are about to add a pool in the backyard and I was going to use Sonos there too as I thought I’d be able to sync everything. I don’t think I’m going to go that route anymore.
Anyone have any new fixes for this? The very first version of the newly released Sonos app worked to keep my rooms and speakers visible, but I accidentally did not turn off “auto update” so now I’m stuck on version 80.00.80.
I have tried everything. I have 3 rooms in total.
Living room (has arc/sub) - both are hardlined
kitchen (has single era 300) - connected to 5ghz
office (has single era 300) - connected to 5ghz
I have also reserved IP addresses inside the Google nest Home app for each speaker.
None of these solutions has been a permanent fix.
Every time I enter the house either the living room is missing OR I have the kitchen and office and NO living room. Every once in awhile I’ll have just the office but I can NEVER get all 3 to be available to play at the same time. I have to power cycle the speakers repeatedly to get them to be visible.
I can airplay to the speakers even when they’re not visible in the Sonos app. I have over 50 devices in our household and Sonos is the ONLY one that has still has issues It’s so frustrating.
i thought it was fixed with the new version of the app but it immediately broke again when accidentally updating
Sonos with Nest Wifi Pro is a hot mess. I ran the original google wifi mesh and sonos for several years with no issues. Upgraded to Nest Wifi Pro, life with Sonos immediately sucked, no issues with the other 40+ devices attached. Drop outs, serious lags, inability to group, and speakers going missing, need to reboot. These products just don’t seem to work well well together, for several complex reasons I’m tired of investigating and trying to workaround.
I have had much more stability switching back to using sonos net for speaker connectivity. Direct ethernet to as many of the sonos units I could by attaching an unmanaged gigabit switch off the main Nest wifi pro unit. Ethernet backhaul the mesh points while you are at it (if you can) The Nest Wifi Pro should be able to navigate the increased wifi noise from the sonos net. Sure beats getting angry with your Sonos and Google purchases and rebooting the world every few day.
This didn’t work for me and my Nest wifi pro network. I have 3 routers all hardlined to modem with an unmanaged switch.
I hardwired my arc and sub (living room). And all I have additional is 1 era 300 (kitchen), 1 era 300 (office).
I even reserved IP addresses for each speaker and the Sonos app still loses rooms on a daily basis.
Love the sound of the speakers when they work but it shouldn’t require a degree in IT to be able to get them to be able to get rooms to be able to group consistently :(
Sonos with Nest Wifi Pro is a hot mess. I ran the original google wifi mesh and sonos for several years with no issues. Upgraded to Nest Wifi Pro, life with Sonos immediately sucked, no issues with the other 40+ devices attached. Drop outs, serious lags, inability to group, and speakers going missing, need to reboot. These products just don’t seem to work well well together, for several complex reasons I’m tired of investigating and trying to workaround.
I have had much more stability switching back to using sonos net for speaker connectivity. Direct ethernet to as many of the sonos units I could by attaching an unmanaged gigabit switch off the main Nest wifi pro unit. Ethernet backhaul the mesh points while you are at it (if you can) The Nest Wifi Pro should be able to navigate the increased wifi noise from the sonos net. Sure beats getting angry with your Sonos and Google purchases and rebooting the world every few day.
I had sent my diagnostics over the them as well, a couple of times. They did not mention the frequency issue you referred to. Hopefully that was looked at.
Very interesting
I can’t believe there’s still devices that need networks to be split for different frequencies :(
If that is the case then the issue is really one for Sonos to address.
Let’s see what their support teams say.
I have this same exact issue (with Nest wifi pro) and have also spoken with Sonos support.
I have 3 nest wifi pros that are hardlined to the router and 2 wireless nest wifi pros (as part of my mesh network)
After sending diagnostics. I was told by sonos support that my arc is connecting to the 2.4ghz, while my era 300s were connecting to the 5ghz.
My system worked fine with an arc and sub in living room and 1 era 300 in the kitchen. As soon as I added another era 300 in my office, I started having these same issues you mention (rooms randomly disappearing), requiring me to restart or reboot sonos or my entire network.
I was told that I needed to split the 5ghz and the 2ghz into 2 different network names (which Nest doesn’t allow you to do).
So instead I hardlined the Arc (and left the 2 eras on wifi). This should have worked because now the era 300s are on 5ghz together and the Arc is hardlined. This didn’t solve the issue
The IP reservation doesn’t fix it either.
I researched this over the internet and it seems like a common problem. Sonos is the ONLY devices out of our 50 connected devices in the household to have issues.
I have thought of contacting Nest support as well. My guess is it will turn into Nest pointing at Sonos and Sonos pointing at Nest, leaving me again with hours wasted and no resolution. I would hate to get rid of my Nest system (bought recently) just to hopefully find something that works for Sonos.
like you I’ve already gone the fixed IP route. It makes no difference.
sometimes even my iPhone drops off the network though and won’t reconnect to WiFi until I restart the network. I have a feeling I’ll be raising this with nest support as well.
worryingly when I looked up people with similar issues their support simply stated they didn’t guarantee 24/7 service and restarting the network was a valid solution. If I get to that point I’ll be ditching nest and switching to something else.
would like to hope the support routes might at least help identify the cause of the specific issue.
Have not really gotten anywhere. I tried reserving IP addresses for each speaker, that did not fix the issue. The issue is intermittent. Rooms disappear, then if I restart my router/network they will come back, or sometimes the rooms come back on their own. Really frustrating. Sonos support did escalate my case so I could eventually speak to an actual human being but its by appointment the earliest appointment they have is like a week and a half from now. So that’s not really helpful since I can’t talk to someone while I know the issue is occurring.
It’s interesting you mentioned it was working fine until somewhat recently. I’m in the same boat. This was all working flawlessly for a long time and now it’s a mess.
Seeing the exact same problem with my Nest WiFi Pro. Would love to know if you got anywhere with support? From what I can tell I think it’s a DHCP server issue on the Nest. Have occasionally seen other devices drop off and be unable to reconnect until a network restart.
Nest WiFi Pro had been pretty good until 5-6 weeks ago.
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Hi
Thanks for sending me your case number via DM, I've reached out internally and a colleague should contact you soon, if not today then tomorrow.
I hope this helps.
+18
Hi
Congrats on your “world’s first” AI effort and your “millions of customers enjoying their Sonos systems without issues” and all the other things you mentioned. That’s wonderful. Perhaps for Sonos.
You might want to take a more customer-centric approach here. In my personal opinion I would not be touting such things to a customer who has purchased your products, having problems with them and has already tried multiple modes of support and still no resolution.
You have all of these amazing capabilities you mentioned but how about something actionable for a customer? How about you say, hey, here is a customer who has bought seven of our speakers. They have tried chat support, phone support, Sonos community support and their issue is still unresolved. How about Sonos sends my case to support and then sets up a call time with myself and a support representative to troubleshoot?
My mention of the AI was merely an attempt to illustrate to you that we have already taken feedback such as yours about how long you needed to wait for support, and actioned something significant as a result - this was my only motivation for even bringing it up. My apologies that I did not make it clearer to you.
Instead of telling me I need to just try again (and I can “do other things while waiting on hold”, really?)
I think you misunderstood me there, to be fair - I was comparing the multiple days it has taken me to assist you here, with a comparatively short tech support phone call. In particular, I was attempting to say the only real advantage to providing support here on the community (other than that other people can see the advice) is that you are free to do other things while waiting for a reply, whereas on a call you - like anyone else - will feel somewhat tied to the phone call going on, needing to keep one ear on the call, so to speak. Again, my apologies that I was not clearer in this.
Surely a company, brand who has the amazing capabilities you felt it was appropriate to tell me about them has the ability to set up a phone call? I’m going to guess you have some rationale for not being able to
That’s a very good point, and I did look into doing exactly that - I’m not convinced I know why, but you don’t seem to have any existing cases or chat transcripts on your account. For this reason, I am unable to perform a case escalation in order to get a more experienced agent to contact you directly. I will soon send you a Direct Message here regarding this, in case you used a separate email address when you last contacted us - if there is a case, I will see what I can do for you in this regard.
I do appreciate the attempts you have made to help here. But I would recommend against telling customers who are very frustrated with your products and brand about what a great job you are doing. Again, just one customer’s opinion here.
You are most welcome, and thank you for the feedback - I will take it onboard.
I wasn’t going to respond any further here but after reading your reply I decided to. I know a little bit about brand marketing and customer experience so I’d like to give you a Sonos customer’s response here. Someone who has purchased your products and interacted with your brand.
Congrats on your “world’s first” AI effort and your “millions of customers enjoying their Sonos systems without issues” and all the other things you mentioned. That’s wonderful. Perhaps for Sonos.
You might want to take a more customer-centric approach here. In my personal opinion I would not be touting such things to a customer who has purchased your products, having problems with them, has already tried multiple modes of support and still no resolution.
You have all of these amazing capabilities you mentioned but how about something actionable here/now? How about you say, hey, here is a customer who has bought seven of our speakers. They have tried chat support, phone support, Sonos community support and their issue is still unresolved. How about Sonos sends my case to support and then sets up a call time with myself and a support representative to troubleshoot? Instead of telling me I need to just try again (and I can “do other things while waiting on hold”, really?) Surely a company, brand who has the wonderful capabilities you felt it was appropriate to tell me about has the ability to set up a phone call? I’m going to guess you have some rationale for not being able to
I do appreciate the attempts you have made to help here. But I would recommend against responding to customers who are very frustrated with your products and brand by telling them what a great job you are doing. Again, just one customer’s opinion here.
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Hi
I will try to find time to call Sonos tech support. As I had mentioned the wait times are typically very very long on the support lines to I’ll need to carve out more hours to dedicate to this.
I understand. We have recently implemented what we believe to be the world’s first serious attempt at utilising AI for troubleshooting purposes in an attempt to reduce the number of customers needing to speak to an actual agent, freeing those agents up for more involved cases such as yours. Helping you here takes much longer, of course, but at least you are not stuck on a call - you are free to do other things while you wait. In this case, however, it seems to me that a phone call (and probably a remote session on your computer) is needed. I think if you show them this thread, you’ll probably get your case quickly escalated to a higher level.
I do appreciate you trying to help here but overall I have to say I’m pretty disappointed with Sonos at this point. I am hardly the only one things like this are happening to based on the amount of threads I see on issues similar to mine. I have spent a pretty large amount of time on this already and still not resolved.
IMO If a company is in the wireless speaker business it feels like they better have the “wireless” part figured out. Doesn’t feel like it to me. 👎👎
I understand your point - you’re certainly not the first person to suffer such problems - but there are literally thousands of models of routers available, and now many mesh systems too, and it simply is not possible for us to test them all. We do maintain a list of incompatible routers, however, and Google Nests are not on it, so I think there will be an answer for you. For what it’s worth, I never have rooms missing on my own system, and neither do the vast majority of our customers. Remember that no matter how many threads you see here, it pales in comparison to the actual millions of people enjoying their Sonos systems every day without such issues. Of course, that does not help you with your issue, but I feel it’s fair to point out that you are, metaphorically speaking, in a hospital and thinking “is everyone sick?”
I hope you feel better about it all once we fix the issue for you.
I will try to find time to call Sonos tech support. As I had mentioned the wait times are typically very very long on the support lines to I’ll need to carve out more hours to dedicate to this.
I do appreciate you trying to help here but overall I have to say I’m pretty disappointed with Sonos at this point. I am hardly the only one things like this are happening to based on the amount of threads I see on issues similar to mine. I have spent a lot of time on this already and still not resolved.
IMO If a company is in the wireless speaker business it feels like they better have the “wireless” part figured out. Doesn’t feel like it to me. 👎👎
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Hi
I’m sorry to hear that - I had my hopes up for IP reservation.
Have you tried rebooting only the closest Nest node when the Family Room goes missing? It might be worth a try. If the room comes back before the node has even finished rebooting, then the Arc has successfully connected to another Nest node - it might even be worth trying things with the Family Room Nest node turned off for a few days.
One more idea might be to disable the option described on the following page (if it happens to be enabled, of course):
If this doesn’t help, I’ve kind of scraped the barrel here - I would recommend that you get back in touch with our technical support team, but to do so with a phone call in the first instance as there are simply more tools available to the agents on the phone lines. I recommend you supply the agent you speak to with a link to this thread (or get them to Google “site:en.community.sonos.com Pz8675309 google nest”) at the start of the call so you don’t have to recall everything attempted here so far.
I hope this helps.
Absolutely. The lapse of an IP reservation and re-lease would certainly be helped by assigning reserved IP addresses. That way, when the lease expires, it would go back to the currently ‘reserved only for the one device’ IP address, and not give it (potentially) a duplicate IP address, if the router is in a state in which it has forgotten where it is in the DHCP table.
It’s one of those things I learned about several routers ago. I have no idea if my current router can get in that situation, because I’ve reserved IP addresses for pretty much everything in my home at this point. Given the number of brownouts in my new home, it is probably a good thing, too. The thing for me was I left open the first 100 IP addresses for random ‘guest’ devices to grab as needed, and used the upper range for my own network devices. It’s worked well for me for many, many years, across at least three routers. Sure, it takes a half an hour to set up my devices, and was rather intimidating the first couple I did, but once I understood what was going on, it not only became easy, but took about 10 seconds per device. It was much harder learning how to do it than it was doing it, for me. But reading the routers manual worked well, and it really was, once I got into it, easy to do. And in my not so humble opinion, it is ‘good housekeeping’ for a network. When it can be done. I’ve seen some routers (looking at you, StarLink and T-Mobile) that don’t allow you access to do so, which is somewhat frustrating to me, as a tinkerer. Perhaps they handle the possibility better, but not having access to that data in some form is somewhat constricting to me.
That’s a good indication of a IP lease lapse and re-allocation.
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