iTunes on Mac desktop won't connect with Sonos Beam via AirPlay

Hi there @dukiebluedoc.

Thanks for reaching out, let me check it for you.

To check some data from your system, please submit diagnostic reports through the Sonos app using both controllers (one on the Mac that works with Airplay 2 and one with the Mac that’s experiencing an issue) and reply with the confirmation number. I'd start by reviewing your system and see if there’s anything causing this issue.

Looking forward to hearing from you soon.

Sorry I could not find the Sonos app for submitting diagnostics via Mac on the Mac App Store.

Can you tell me the name and how to download it to both Macs?

Found the Sonos app and downloaded to both computers, then submitted diagnostics for both.

MacBookPro (can connect to Beam) diagnostic # 288143420

iMac (cannot connect to Beam) diagnostic #1255445319 

Annazel S

I have sent in diagnostics for both computers, see my most recent above.

Waiting for your replay.

Caroline 

Hi there @dukiebluedoc.

Thanks for your response and my apologies for the delayed response time.

Upon checking the diagnostic report, there are errors and symptoms indicative of interference that have been detected on one or more Sonos components running on the WiFi. Here are the common fixes that you can follow to try and resolve it:

• Reboot your router. Unplug your router from power for ten seconds and then plug it back in. Your router may take several minutes to come back online. When your network is back, try playing music on Sonos.

• Reboot your Sonos speakers. You can follow our guide on rebooting Sonos products to restart each affected speaker. 

• Clear up any wireless interference.  Here is our article on how to reduce wireless interference to improve the wireless environment.

Hopefully, that solves it but if not, it would be best to give our support technicians a call to have a closer look at this in real-time. I suggest our phone team for they have more resources available on their system for advanced troubleshooting, and the tools our agents can use would be very useful in this case, there can be an advantage if they need to remote into the controller to see what's going on.

When calling, you can help us by also having a Mac or Windows computer available so we have the option to perform any hands-on troubleshooting and testing as needed.

​If you have any questions, please feel free to let us know.

Thanks, Annazel, for your detailed response .

Yesterday, without doing any of the actions you suggested I tried to stream to the Sonos Beam from the affected iMac and it worked just fine.

Frustrating to not know why this did not work before and now does, but at least your answer gave me an array of options to try if the problem rears its ugly head in the future.

Caroline