Is your music cutting out? Or are your players disappearing from the app?



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385 replies

Hello

I have tried setting the channels on router and sononet. Still having connection problem with my Playbase.

Diagnostic: 1617445095.

Cheers

Dylan
I have been getting continued drops both on Tunein & Spotify.

Can you please review my diagnostic - 1634660299

Thanks

I can’t see your diagnostic as I’m not part of Sonos. I’m just a user like yourself, but to get your diagnostic reviewed quickly, it’s best to go to @SonosSupport on Twitter, as the Support Staff there are 24/7 and hopefully someone there will help you out.
Userlevel 2
Diagnostic submitted - 427706467

I have recently changed my router to a TP Deco mesh system which has dramatically improved WiFi coverage through my home.

However despite re-setting up my Sonos system from scratch and in boost set up with the bridge wired to the main deco, I’m getting continual drop outs, unable to find Sonos system, unable to connect to music services and so on.

I’ve tried changing Sonosnet channels to no avail.

Please review my diagnostic. Thanks
I have been getting continued drops both on Tunein & Spotify.

Can you please review my diagnostic - 1634660299

Thanks
Hi,

I've added a Play:5 and rearranged my Play:1s a bit.

I now have frequent cut outs on the furthest Play:1.
I ran a diagnostic under: 1761403263

In addition, I have connected a Turntable via a preamp to the Line in on the Play:5
Haven't gotten Autoplay to work properly and sometimes after starting playback from Line In manually it stops after a few seconds.

Any tips on what to improve here?

lobochrome,

Try connecting one of your Sonos devices to your routers ethernet ports and run all your devices on SonosNet. See the switching instructions below. Make sure the SonosNet channel is also different to the one in use by your routers 2.4ghz band. In fact try to set them at least five channels apart.

Switching from Standard WiFi to Boost Mode and vice versa
CLICK HERE for the switch procedure.
Hi,

I've added a Play:5 and rearranged my Play:1s a bit.

I now have frequent cut outs on the furthest Play:1.
I ran a diagnostic under: 1761403263

In addition, I have connected a Turntable via a preamp to the Line in on the Play:5
Haven't gotten Autoplay to work properly and sometimes after starting playback from Line In manually it stops after a few seconds.

Any tips on what to improve here?
Will do, thanks Stuart_W
Userlevel 7
Badge +21
I suffer from this issue, to the point where I am about to just give up on Sonos as a platform. It's just too poor, particularly with a Spotify connection. I have a bridge + Connect, and I've tried everything from changing wifi channels, to switching back to Sonos Net and it's just a joke. Meanwhile I can stream 4K netflix to every tv in the house, and yet I have interference for a crappy Spotify stream? Come on - this seems more like poor software than wifi interference?

This thread is for along resolved issue that affected a lot of users. Most likely your problem isn't related even if the symptoms are the same. I suggest you start your own thread describing your set-up and the problem with any error messages you get. Also, submit a diagnostic shortly after the problem occurs and post the number in that thread
I suffer from this issue, to the point where I am about to just give up on Sonos as a platform. It's just too poor, particularly with a Spotify connection. I have a bridge + Connect, and I've tried everything from changing wifi channels, to switching back to Sonos Net and it's just a joke. Meanwhile I can stream 4K netflix to every tv in the house, and yet I have interference for a crappy Spotify stream? Come on - this seems more like poor software than wifi interference?
Userlevel 7
Badge +20
I’m having terrible trouble with Spotify the last few days. Tracks skip or stop completely. It’s random, and doesn’t appear to happen when there’s other massive activity on my home WiFi. It’s infuriaiting. I have had several email exchanges with Sonos but haven’t nailed the problem.

My system is Plusnet router, usual speed around 30Mbps.
Bridge - Ethernet connected to router
Connect
Connect Amp
Pair of Play 1s
2 play 3s
Play 5

Yesterday I was asked to change the Ethernet cable running to the bridge, which I did. I notice today that the bridge is listed as not connected on my router’s device table. Could anyone look at my system and see if it’s running in wireless mode?
Is anything else wrong?

Diagnostic 857893844

I’ve been a Sonos customer since the mid 2000s and have never been as frustrated with it as I am now.


Hi David,

There appears to be a bit of interference making it hard for your BRIDGE to stay in communication with some of your speakers. This may explain the audio issues you've described. Please try changing the wireless channel your Sonos system is using and see if that helps.
Userlevel 7
Badge +20
So It will get problem when My wifi includes 2.4G and 5G with same password? I am using netgear R6700. Please help, my code 6568818

Hi Mark,

Your diagnostic report came through with some formatting errors making it hard to read. If you're still having issues, please send in a new report, reply here with the confirmation number, and I'll take a look.
Badge +4
I’m having terrible trouble with Spotify the last few days. Tracks skip or stop completely. It’s random, and doesn’t appear to happen when there’s other massive activity on my home WiFi. It’s infuriaiting. I have had several email exchanges with Sonos but haven’t nailed the problem.

My system is Plusnet router, usual speed around 30Mbps.
Bridge - Ethernet connected to router
Connect
Connect Amp
Pair of Play 1s
2 play 3s
Play 5

Yesterday I was asked to change the Ethernet cable running to the bridge, which I did. I notice today that the bridge is listed as not connected on my router’s device table. Could anyone look at my system and see if it’s running in wireless mode?
Is anything else wrong?

Diagnostic 857893844

I’ve been a Sonos customer since the mid 2000s and have never been as frustrated with it as I am now.
So It will get problem when My wifi includes 2.4G and 5G with same password? I am using netgear R6700. Please help, my code 6568818
Userlevel 7
Badge +20
I just went through the songs cutting off before ending problem. Trying to change the channel on this Apple Express was not easy and went nowhere, never got to the point of being able to do anything. Plugging the One into an ethernet connection and re-pairing with the W-FI worked. No other system on WIFI I have has had this problem including video WIFI devices which are crunching a lot more bandwith. Something is wacky with the Sonos system and hopefully it can be fixed with a software update.

Hi, BikerNation. We can help you to configure your Airport Express if you give us a call. I am confident that we can get this running properly for you. Updates will do nothing to improve local WiFi connectivity but we can certainly help with that.
Badge
I just went through the songs cutting off before ending problem. Trying to change the channel on this Apple Express was not easy and went nowhere, never got to the point of being able to do anything. Plugging the One into an ethernet connection and re-pairing with the W-FI worked. No other system on WIFI I have has had this problem including video WIFI devices which are crunching a lot more bandwith. Something is wacky with the Sonos system and hopefully it can be fixed with a software update.
Userlevel 7
Badge +20

There are a few things which might cause this behavior. Please submit a diagnostic report from your Sonos app after this happens, then reply here with the confirmation number and I'll take a look.


I ended up doing a factory reset, then initializing as new. Seems to be working for now. Strange.


It's good to hear that things are working. Please let me know if you run into any more issues.
Badge

There are a few things which might cause this behavior. Please submit a diagnostic report from your Sonos app after this happens, then reply here with the confirmation number and I'll take a look.


I ended up doing a factory reset, then initializing as new. Seems to be working for now. Strange.
Userlevel 7
Badge +20
Getting tired of fighting this issue. Speakers randomly drop out of Sonos app. Phone sees all speakers, but PC is missing one. Reset controller, reset devices, reconnect via cable. PC sees all speakers, but phone only sees one. ??? Unplug everything and try again. Now it works for a while, but for how long?

Irritating. Nothing else in the house has issues. Lights connect, refrigerator connects, garage door openers online, everything else working just fine. Getting to the point where I'll just plug in the Sonos stuff with Cat5 and leave 'em wired. Sonos stuff doesn't seem very tolerant of other equipment being on the same wifi.


Hi tsmith35,

There are a few things which might cause this behavior. Please submit a diagnostic report from your Sonos app after this happens, then reply here with the confirmation number and I'll take a look.
Badge
Getting tired of fighting this issue. Speakers randomly drop out of Sonos app. Phone sees all speakers, but PC is missing one. Reset controller, reset devices, reconnect via cable. PC sees all speakers, but phone only sees one. ??? Unplug everything and try again. Now it works for a while, but for how long?

Irritating. Nothing else in the house has issues. Lights connect, refrigerator connects, garage door openers online, everything else working just fine. Getting to the point where I'll just plug in the Sonos stuff with Cat5 and leave 'em wired. Sonos stuff doesn't seem very tolerant of other equipment being on the same wifi.
Userlevel 7
Badge +20
Folks i am having the same problem as some people above. My Play 1 & 5 are cutting out only when in group mode. Can you review my diagnostic please - 161428641 - Its very frustrating.

Hi Brian_134,

Your Sonos speakers are losing connection to your wireless network from time to time. This is likely due to wireless interference. It looks like there are a couple wireless networks in range running on the same wireless channel as your router. This is making it hard for your speakers to keep the music streams going and can likely be fixed by changing your router's wireless channel to 1 or 6, which are less crowded.


Thanks Jeff, i'll monitor the networks in my area to see what channel they are broadcasting on and adjust as needed.

Some questions though, why is the sound only dropping in group mode? Surely the sound should drop in single mode also? I've checked the logs on other devices and none of them are losing connection to my network except for my Sonos setup and this has only started to happen in the last 3 or so months, only device added to the network in that time was an Echo Dot.

Thanks,
Brian


Playing to a group uses more bandwidth than playing to just one speaker. It's possible that the interference is low enough to only cause issues when playing to multiple speakers.
Userlevel 1
Folks i am having the same problem as some people above. My Play 1 & 5 are cutting out only when in group mode. Can you review my diagnostic please - 161428641 - Its very frustrating.

Hi Brian_134,

Your Sonos speakers are losing connection to your wireless network from time to time. This is likely due to wireless interference. It looks like there are a couple wireless networks in range running on the same wireless channel as your router. This is making it hard for your speakers to keep the music streams going and can likely be fixed by changing your router's wireless channel to 1 or 6, which are less crowded.


Thanks Jeff, i'll monitor the networks in my area to see what channel they are broadcasting on and adjust as needed.

Some questions though, why is the sound only dropping in group mode? Surely the sound should drop in single mode also? I've checked the logs on other devices and none of them are losing connection to my network except for my Sonos setup and this has only started to happen in the last 3 or so months, only device added to the network in that time was an Echo Dot.

Thanks,
Brian
Userlevel 7
Badge +20
Folks i am having the same problem as some people above. My Play 1 & 5 are cutting out only when in group mode. Can you review my diagnostic please - 161428641 - Its very frustrating.

Hi Brian_134,

Your Sonos speakers are losing connection to your wireless network from time to time. This is likely due to wireless interference. It looks like there are a couple wireless networks in range running on the same wireless channel as your router. This is making it hard for your speakers to keep the music streams going and can likely be fixed by changing your router's wireless channel to 1 or 6, which are less crowded.
Userlevel 1
Folks i am having the same problem as some people above. My Play 1 & 5 are cutting out only when in group mode. Can you review my diagnostic please - 161428641 - Its very frustrating.
I have been experiencing this problem for months and it is an all-consuming blight on my listening experience. Even when I manage to get a song to play, it invariably switches to a completely different one seemingly at random within a minute. I have tried switching to channels 6 and 11 with no avail. I stream from Spotify and constantly see the pop-up saying the connection to Spotify was lost. One way to resolve this issue would be to allow us so stream locally cached Spotify files from phone or laptop, rather than always have to stream over the internet. Perhaps we can hope for this with AirPlay?

Diagnostic code is 579487317. Would be grateful if someone could take a look.


Hi, BishDish. Your Homespot and printer appear to be generating WiFi interference which is knocking your system out of kilter. Can you try disabling these as a test, then let me know how it works from there?


Thanks for the response. A bit perplexed as I don’t own a printer, but the homespot is unfortunately mandated by my ISP and I’m not sure if it can be turned off. I’ll try.
Userlevel 7
Badge +20
I have been experiencing this problem for months and it is an all-consuming blight on my listening experience. Even when I manage to get a song to play, it invariably switches to a completely different one seemingly at random within a minute. I have tried switching to channels 6 and 11 with no avail. I stream from Spotify and constantly see the pop-up saying the connection to Spotify was lost. One way to resolve this issue would be to allow us so stream locally cached Spotify files from phone or laptop, rather than always have to stream over the internet. Perhaps we can hope for this with AirPlay?

Diagnostic code is 579487317. Would be grateful if someone could take a look.


Hi, BishDish. Your Homespot and printer appear to be generating WiFi interference which is knocking your system out of kilter. Can you try disabling these as a test, then let me know how it works from there?