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Diagnostic Reports - How do they work?


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Are you curious about our diagnostic reports and how they work? This topic is meant to help paint a little more detail around what happens when you submit a diagnostic report and when it's a good idea to do so. 

What happens when you submit a diagnostic report?


When a user submits a diagnostic report, their Sonos system will generate a "snapshot" of their household Sonos devices and their connectivity to your local network. After the report is created, the Sonos Controller will generate a reference number that allows Sonos Staff to locate that specific snapshot. Each diagnostic report creates a different reference number, so if you submit multiple it's important to write each number down (or screenshot them for easy reference!) 

Keep in mind: Diagnostic reports are a one-time-use tool for troubleshooting. The diagnostic report itself does not create a support ticket and Sonos is not notified when a diagnostic report is submitted. Because of this, diagnostic reports are most helpful when a Sonos technician requests one and is available to take a look. 

Community members with the "Sonos Staff" title have the ability to take a look at these diagnostic reports and can point you in the right direction. Alternatively, if you are looking for immediate support it is recommended to get in contact with our support team directly.  

What type of information is included in a diagnostic report?

 
Diagnostic reports mainly contain player logs, reports on network connectivity for each Sonos player and controller information. 

Player Logs
This data will show what buttons on the unit were pressed, what music service was being listened to, volume levels, as well as any hardware errors such as power faults, failed components, etc. Typically this information is used to verify player states and will show logs from approximately 20 minutes before the diagnostic report is submitted.

Sonos and Network Connectivity
Network connectivity data includes information on each Sonos players connection to the local network and ultimately the audio source. Depending on how your Sonos system is set up, this may either be the connection to another Sonos player or directly to the router. Specifically, this data will help create a more detailed picture when talking about interference and transmission integrity. 

Controller Information
This information will tell us the type of device you are using to send commands to Sonos (iPhone, Android, tablet or PC/Mac). This will also allow Sonos to check the operating system that the controller is running to help determine compatibility.

What are some situations where submitting a diagnostic report would be helpful?

 
By sharing your diagnostic report with a Sonos technician, they are able to get a basic idea of how data is moving along the network and any physical issues with a given player. Remember that diagnostic reports act as a "snapshot", as such, it is imperative to run a diagnostic report and record the confirmation number shortly after experiencing troubles. This will ensure the problem will appear in the report and should prove helpful when working with a Sonos technician.  

Device isn't powering on? (Hardware problem)
Check a different power outlet and get in contact with our support team should the problem persist. If a device cannot power on or be seen on the network, it cannot be seen on a diagnostic report. 

Device is able to power on, but not able to play streaming audio. (Network Connectivity)
In this case, the device is able to power on and is seen by Sonos, but the problem arises when the player calls out to the internet. A diagnostic report here would be helpful to see if the culprit is wireless interference or connectivity issues. 

Alexa will not understand to my commands, however, Sonos works fine on its own. (3rd Party Services)
Since Sonos works well in its own environment, we know it is likely not a problem with local network connectivity. Diagnostic reports will show when a player calls out to Alexa and the subsequent action, but we are unable to see the actual commands given to Alexa. In this situation, it may be best to verify the dialogue history and remove/re-add Alexa.  

Spotify drops out, but other music services seem okay. (Music Services)
Anytime a user describes a problem regarding audio dropouts, it can likely be traced back to problems regarding connectivity between Sonos and the larger network. In this case, running a diagnostic report will help pinpoint where the problem area is and may show where to focus troubleshooting efforts.

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In short, a diagnostic report acts as a report of how your Sonos system is working physically and its current connection to your streaming or local audio sources. Submitting a diagnostic report acts as a snapshot in time of the current Sonos system behavior and still needs to be relayed to a Sonos technician. Community members with the "Sonos Staff" title are able to take a look at diagnostic reports and may be able to give some insight into some areas of interest.
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