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Audio dropping and reconnecting

  • 7 December 2018
  • 1 reply
  • 44 views

Hi, we have a sonos installation which has been working for more than a year. Now my playbar suddenly disconnects, then it connects again and continues playing. I have made a diagnostic with number 1341469669.

This is not the first time we have issues with your product. The error log shows the following messages:
Vrijdag, 7 December 2018 - 19:18 Amsterdam, Berlijn, Bern, Rome
Kan 'All Along the Watchtower' niet afspelen. Verbinding met Spotify verbroken.

Vrijdag, 7 December 2018 - 19:18 Amsterdam, Berlijn, Bern, Rome
Kan 'Mr. Tambourine Man' niet afspelen. Verbinding met Spotify verbroken.

Vrijdag, 7 December 2018 - 19:18 Amsterdam, Berlijn, Bern, Rome
Kan 'Mr. Tambourine Man' niet afspelen. Verbinding met Spotify verbroken.

Vrijdag, 7 December 2018 - 19:18 Amsterdam, Berlijn, Bern, Rome
Kan 'Mr. Tambourine Man' niet afspelen. Verbinding met Spotify verbroken.

Vrijdag, 7 December 2018 - 19:18 Amsterdam, Berlijn, Bern, Rome
Kan 'Samba Pa Ti' niet afspelen. Verbinding met Spotify verbroken.

Vrijdag, 7 December 2018 - 19:18 Amsterdam, Berlijn, Bern, Rome
Kan 'Drive - Remastered' niet afspelen. Verbinding met Spotify verbroken.

Vrijdag, 7 December 2018 - 19:18 Amsterdam, Berlijn, Bern, Rome
Kan 'Open Einde' niet afspelen. Verbinding met Spotify verbroken.

Its in dutch, but it sais connection lost with spotify while spotify can play on the computer without any problems. Can you assist us in solving this?

Kind regards,
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Best answer by Keith N 7 December 2018, 20:07

Hi there, PietVanBeveren. Thanks for posting and sharing your diagnostic report number. After taking a quick look, it seems that the problem is between the Bridge and your Playbar. Specifically, the Bridge is having to resend data to the Playbar over 90% of the time when these errors occur.

Let's start by removing the Bridge from the equation altogether. Is it possible to plug any other of the Sonos devices into the network using an Ethernet cable? After, re-test the audio and let us know if the audio drops continue.
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Hi there, PietVanBeveren. Thanks for posting and sharing your diagnostic report number. After taking a quick look, it seems that the problem is between the Bridge and your Playbar. Specifically, the Bridge is having to resend data to the Playbar over 90% of the time when these errors occur.

Let's start by removing the Bridge from the equation altogether. Is it possible to plug any other of the Sonos devices into the network using an Ethernet cable? After, re-test the audio and let us know if the audio drops continue.