The app says music is playing, but the speakers say otherwise.

Hello everyone! 

I am the receptionist for one location of a three office optometry practice. We use a variety of Sonos speakers and the Sonos app in all three locations, using playlists from Apple Music and an iPad to control the Sonos app. Recently, we’ve been experiencing a frequent issue with playback, and it happens at all three locations with all the speakers. 

I keep the “now playing” screen up on our iPad at all times so I can see the song and control the volume for those inconsistently loud or quiet songs. Herein lies the issue: the scrub bar continues to move (showing the song is indeed playing) and the volume stays constant (no fluctuations) BUT the office is silent. It happens intermittently, sometimes for a few seconds, sometimes for a whole song (or multiple..). Sometimes skipping the song will bring audio back, sometimes it doesn’t. We haven’t pinned down if it’s all speakers at once, but that’s what it sounds like. 

Here’s what we’ve tried:

1. Reset the router AND ran a speed test. Our internet speeds are great (66mbps down, 96.29mbps up), one of our offices has its own WiFi for the Sonos speakers and that didn’t help. 
2. Check for interference from other machines. These speakers are 20 feet off the floor, or in exam rooms with a computer and a TV (no  microwaves in there)
3. Uninstall the Sonos app and reinstall. No change.
4. Turn off Lossless audio in the iPad settings. Sonos is STILL playing Lossless audio even though I don’t have the setting enabled (noticed after a “glitch” occurred, it was Lossless. When the music resume, the Lossless logo was gone)
5. Unplug and plug back in all the speakers.

It’s frustrating to experience this once and a while, but several times a day in three different offices is wearing thin on everyone’s patience! If anyone has any tips, we’d really appreciate it!!