Speakers cutting out on both Wi-Fi and SonosNet

Question

I am using the current Sonos app (Controller for Mac OS S2 Version 17.2) on a 2020 iMac running MacOS Sequoia 15.6.1. I have an Arris Model NVG578HLX router connected to a TP-Link TL-SG105 Ethernet switch. I have a Sonos Five connected to the switch via Ethernet cable. The Five (left) is paired with a second Five (right) and a Sonos Sub. I have five Sonos One SLs in various rooms. All speakers are showing they are in Wireless Mode 0 (SonosNet). I am having a problem with the speakers cutting out randomly, even if I just am playing music through 2 or 3 speakers instead of the whole system. This was happening when they were on Wi-Fi, before I connected the Five to the switch. I thought changing from Wi-Fi to SonosNet would resolve the issue but it has not. Note: the Sonos app and each speaker’s firmware is up to date.

When I play Sonos Radio, all speakers play as expected. The issue appears when I am playing Apple Music, specifically my personal library mirrored in Apple Music via iTunes Match.

When I play music via the Apple Music app from my iMac via AirPlay 2, all the speakers work as expected. Why would the speakers cut in and out (individually, not collectively) only when I’m accessing my Apple Music library via the Sonos app?

Airgetlam · Accepted Answer

For all practical purposes, SonosNet is the same as WiFi. Not surprised there was no difference, although the channels of broadcast might have made a difference.

My initial thought was a possible network issue, but that was blown up by your contention that it works via Sonos Radio, and not via Apple Music. There’s a very small chance it could be a DNS issue, but seems unlikely, especially since it appears to be hitting you with local files, rather than files from Apple Music.

I think, in your case, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. Don’t post the resulting diagnostic number here, they get sensitive about GDPR.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

DeRochier · Answer

The issue appears to stem from service drops from my Internet provider, Ziply Fiber. I’ve learned this has been going on for at least a week. The red bar is an example of the service drop.

I’m able to play music successfully from the Music app on my iMac because I have local copies of all the music I’m streaming via iTunes Match. (That’s my presumption anyway.)

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