Contributor I

Answered

Speakers cutting out with new app

21 replies
1795 views

I have the latest version of the app, the new version. Now, when I play music, it cuts out, primarily with Amazon HD music. It’s frustrating because one of the benefits of having Sonos is being able to play music throughout the house, but speakers are not responding when I try to play Amazon HD music, which I subscribe to. Help!

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AirgetlamAnswer

One of the potential reasons for cutting import with one specific source, especially an HD source, which puts extra bandwidth requirements on your network, is wifi interference . I’d scan that FAQ and check your network.

If it continues to fail, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it.

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 phone folks, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

Bruce

AirgetlamAnswer

One of the potential reasons for cutting import with one specific source, especially an HD source, which puts extra bandwidth requirements on your network, is wifi interference . I’d scan that FAQ and check your network.

If it continues to fail, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it.

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 phone folks, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

Bruce

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Bear6120

Contributor I

Have the same issue. Really frustrating

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ActopAuthor

Contributor I

I know! And Sonos, please, I don’t want to hear that it’s another Wi-Fi issue. Or an Internet issue. I have 5Gbps coming into the house and I have modified my Internet settings to give priority to Sonos. And yet they still cut out. It’s hit or miss which ones are going to play when I’m trying to play them everywhere. I’ve done multiple Wi-Fi testing and I have no dead zones in the house thanks to my mesh network. Additionally, trying to switch in between speakers in the app also doesn’t work. It ends up defaulting back to the speaker. It was on originally, and I have to Go through changing speakers 2 to 3 times before it actually walks in the speaker(s) I want to hear! The rest of my family doesn’t even want to bother with it anymore. And it’s a shame because I’ve invested so much money into the system. It began with the release of the new app version. Sonos - Please just fix it!!

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Jeff345

Lyricist II

The new updated APP has rendered 6 of my speakers useless. This is garbage. I have reset my router, re-installed my router, reset my speakers, updated the app, logged in/out and prayed to SONOS-epherous, the god of bullshit speaker systems...all to no avail.

This system worked so well for 7 years and then an app update in mid May has made my speakers simply ugly paperweights.

I hope several people get fired for this disaster.

I am selling my $720ish (was $1300ish) worth of company stock on Monday and putting these paperweights for sale on FB.

I hope several people get fired.

#NeverSonos

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coletrickle26

Collaborator I

Have the same issue. Really frustrating

Same. Tried all of the following multiple times. Restarting router, ‘Reset Sonos App’, unplugging all 10 Sonos speakers, tested for wifi dead spots, Removed all Groups or zones, etc. Never had an issue before the most recent App release.

Running on Build: 80.01.30-release+20240525.f9b1e2f0d Version 16.2 (build 79.0-52294) fwiw...

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Bear6120

Contributor I

Please fix your app. Which I think is the issue. I can play music thru Apple Music without the app, but can only do 1 group at a time, but I go thru the app and try to do my whole system 6 ones, beam and 2 era and a sub. And it is frustrating, one group will play then the others will cut in and out, not play at all. Did all the suggested fixes, no go. So please fix your app.

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coletrickle26

Collaborator I

I tried this approach today. Closed the app on iPhone and iPad (both running the most recent SONOS app versions) and decided to try to play via the new play.sonos.com on my MacBook Pro. Was definitely idiosyncratic at first to play through all speakers. Had to toggle on/off, on/off a couple times on three of the speakers that were ‘cutting out’ when using the App but I was eventually able to get them all to play via the web version for a few hours without one or more speakers cutting in and out vs. when streaming via the App. Volume control responsiveness was still pretty terrible\slow via the web version. Regardless, the App still seems to be the main issue surrounding a lot of issues we have all exhaustively noted.

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OlivettaO

Lyricist I

It’s TERRIBLE. I am so frustrated with how hard it is now to select speakers, change volume, and the constant cutting in and out on the music is a mess. Not an issue of Wifi, network, these issues didn’t exist until the moment I updated to the new app. Sonos, your customers are all asking for a fix!!!!

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Bear6120

Contributor I

Agree. I have 6 ones, 2 eras, sub and beam. A good amount of $$ to not be able to enjoy

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Beachjunkey

Lyricist I

Sick to death of the new app. Has been useless since its launch. On the phone with Sonos yesterday, after 1hour hold, fix the problem for a day then today back to crap. Stop start and non responsive via app. Even when I shut the app it still played intermittently. Bloody useless. FIX THE APP!!!!!

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