System stops randomly

Hi there @Guy H and welcome to the Sonos Community!

Sorry to hear of the issues you have experienced. It is true that some customers have experienced performance issues in certain situations, our teams are working hard to address this with frequent updates. I wouldn’t say that what you report is common, though it is difficult to pin your reported issues to one exact cause at the moment. I would however recommend checking that your Sonos App is up to date as we have just rolled out a new update which addresses several issues, this can be done from the App Store or Google Play Store depending on your device.

If you find that this does not help with the reported issues, can I then check if the issue is only occurring when grouping speakers together? If so then it may be worth starting the group using a different speaker, as the first speaker in the group acts as coordinator, if that one speaker has any connection issues or wifi interference nearby then this can affect playback on the whole group. 

Hopefully this helps, please let me know how you get on.

I have an odd variation of the problem.  Music stops being audible - I hear nothing from the speakers, but the app shows the devices as playing.  If I remove them from a group and re-add them, playback resumes.  If it happens on a non-grouped device, I have to start some new music and “replace the queue” to get sound back.

Support has looked at my diags but so far has offered no solution and has only said it appears to be “interference” even though the devices are wired.  So, suddenly, after 15 years or so with Sonos, we have developed “interference” at the same time the software has been destroyed.  This only started about a month ago after a firmware update to the speakers. 

Still working with support to identify problem…now they want me to install the update that breaks the album listing from the music library so they can continue diagnostics.  Ugh.

Same issue here, Music starts playing (but sometimes heavily delayed compared to pre-update) and then just stop and usually can’t be brought back on, while the app still shows playing. Sonos explanation of “inference” can be ruled out pretty easily, since playing Music via AirPlay still works, it’s just playing via the Sonos app that is broken. And this started exactly with installing the big new update.

Really disappointed, just dumped a bunch of money into a Sonos system, only for the company to show there true face and be unable to admit obvious problems.

It sounds like a frustrating issue with the new app. Given Sonos support’s remote reboot didn’t resolve it long-term, it’s likely a problem with the app update. You may need to wait for a new app version or check for any available patches or updates in the meantime.

We are having the same issue with Apple Music and groups.

Moderator Note - Removed and recorded diagnostics.

I saw elsewhere that there could be issues with Apple Homekit integration from one of the Sonos staff…

Have people with the weird issues added the Sonos speakers to Apple Home? If so, does removing them from Apple Home make it better? 

@Ian_S I don’t have any registered with HomeKit, I do have them associated with Home Assistant however.  

Might be worth an ‘un-associate’ to see if anything improves…