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cracking sound in Play:5

  • 28 June 2020
  • 1 reply
  • 31 views

Hi

i have constantly cracking noise in my sonos play 5 after I cange network at home (to better router)

what can be the problem ? SonosOne are working great but not the big play 5

 

diagnostic number:

903182096

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Best answer by Paul A 30 June 2020, 21:51

Hi @BSK80.

Welcome to the Sonos community and thank you for reaching out and for submitting a diagnostic. 

Crackling sound on any speaker regardless if it is a Sonos device or not is not a good sign. It is an indicator of a speaker ware/torn inside the device it self. I would also like to share with you that the diagnostic submitted does not show any hardware failure. This is normal since physical damage on the speaker it self will not display any data on the diagnostic unless it is a wireless card failure which in this situation is not. 

I would try to reach out to our  customer service phone support for some more in-depth troubleshooting steps or a possible replacement. They are open Mondays through Fridays from 10:00 AM to 10:00PM EST. Before doing a Factory reset on the Beam as a last resort.

Please let me know if you still need further assistance.

Thanks,

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Hi @BSK80.

Welcome to the Sonos community and thank you for reaching out and for submitting a diagnostic. 

Crackling sound on any speaker regardless if it is a Sonos device or not is not a good sign. It is an indicator of a speaker ware/torn inside the device it self. I would also like to share with you that the diagnostic submitted does not show any hardware failure. This is normal since physical damage on the speaker it self will not display any data on the diagnostic unless it is a wireless card failure which in this situation is not. 

I would try to reach out to our  customer service phone support for some more in-depth troubleshooting steps or a possible replacement. They are open Mondays through Fridays from 10:00 AM to 10:00PM EST. Before doing a Factory reset on the Beam as a last resort.

Please let me know if you still need further assistance.

Thanks,

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