Music cuts out/jumps to next tracks


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Music from my library cuts out and other times, jumps to next track. As many others have reported, this has never happened... only after I upgraded to 4.1. And no, it has nothing to do with my wi-fi connection (or my computer's connection to/signal from my wi-fi router to/from my controllers. It happens even when I have full signal and full functionality/connection from my controller (Macbook Pro or iPhone) for all other uses (surfing the Internet, sending/receiving email, etc.) and no glitches or downtime occurring with any of the other 10 Internet connected devices in my house. Also, yes (even in the face of my wi-fi router obviously functioning fully), I still took the time to pull the power on it for >30 secs... on several occasions, and to no affect.

238 replies

It’s not WiFi lag you’re experiencing, it’s the speakers disconnecting from your LAN, I think. And if it is the duplicate IP address issue, connecting it with a cable won’t change anything at all. It will still be using the same duplicate IP address handed to it by your router. 

Songs truncating or moving on to the next track isn’t associated with where you’ve stored the music. It’s a reflection, in the majority of cases, of an issue with your speakers maintaining a connection to your LAN.

In the majority of cases, it’s wifi interference. However, frequently after a software update, duplicate IP address issues can be more prevalent. You can try unplugging your Sonos devices, the rebooting your router. Once the router comes back up, plug the Sonos devices back in, wait a couple of minutes, then test.

Thx.  I do have a couple different wifi options.  I’ll try a different source.  I also have a LAN connection next to one of the speakers.  I’ll try plugging in there and playing music solo. That will eliminate and wifi lag.

Songs truncating or moving on to the next track isn’t associated with where you’ve stored the music. It’s a reflection, in the majority of cases, of an issue with your speakers maintaining a connection to your LAN.

In the majority of cases, it’s wifi interference. However, frequently after a software update, duplicate IP address issues can be more prevalent. You can try unplugging your Sonos devices, the rebooting your router. Once the router comes back up, plug the Sonos devices back in, wait a couple of minutes, then test.

I set up my iTunes library on a WD MyCloud Ultra Ex2 using Sandisk 1TB SSDs.  I was able to access my iTunes music library and playlists on my Play:1 and One speakers.   Like others, some songs are randomly truncating, then moving on to the next track.  There is no pattern to how this is acting.

Are there any recommended settings to minimize this?

 

Thx

Thanks. I'll post the resolution, when that happens. I ended up emailing support and included my Diagnostic Number from a screenshot I took.
Hey, thanks for the extra information. Always fascinating to see what other things people are doing with their Sonos, since mine is a fairly standard setup.

The sleep on the Drobo was an outside shot at best. Generally speaking, I'd not expect any NAS to "sleep" at all.

One final warning. Make sure you have the numbers of those diagnostics when you end up talking to the folks at Sonos. It'll speed things up, I suspect. If they have to go backwards from your account name to your email address, and then search for the numbers, and finally bring the diagnostic report up by the number, it would likely be a much longer "please wait" process. Giving them the number directly would cut several searches out of that process.

Good luck! And when you get an answer, I'd be fascinated if you posted what it is here. I'm always up for learning something new, and perhaps your situation will help someone else in the future.
They're unlikely to send an email, that's just not the way that Sonos tends to work.

Your symptoms are indeed odd. Basically, you've ruled out both wifi interference and a potential duplicate IP address issues by the fact that you've got no problems when streaming Google Play Music. And removing the BRIDGE makes sense, although I replaced mine with a BOOST, rather than a CONNECT.

Why so many CONNECTs? Do you have that many inputs to your Sonos system?

Which raises some potential other questions in the network. Is there any possibility that your Drobo 5N is sleeping occasionally? I've never owned one myself, but there are some NAS devices that allow sleep to cut in when it perceives it's not in use. It would seem odd for it to sleep when it's playing a stream, but it's at least worth checking.

If you're interested in engaging with Sonos support, rather than the Sonos community moderators, I'd recommend that you contact Sonos Support to discuss it. I suggest the phone folks, they have more tools available because they're on the phone with you, but they are only available Monday through Friday during business hours. Both the Twitter and Facebook support folks are available 24/7.

They'll probably want to look at a system diagnostic of your system, it may be worth running one before you contact them, and writing down the resulting number to give to them.


Thanks Bruce. Lots of questions. I went to support on the Sonos page and was greeted by something to the affect of "why don't you ask the community", and a seemingly appropriate thread (this one) existed.

Why so many Connects? I like to use the Connect as a source for a number of stereo systems. Most are Connect > preamp > DAC > amp > stereo speakers. I do use 2 Connects as preamps and just have a signal sensing amplifier and speakers. Why not a Sonos Amp, because for the additional $150 I'd rather have a signal sensing Class A/B amp with more wattage than the Sonos Amp's Class D (or whatever), digital amplifier. Personal preference is to separate these components out, so that I can change things around at will.

I actually don't use any of the line level inputs on the Connects. I'm tempted by one particular use case, but I need a really good reason to put a Connect in the signal chain for my analog sources. Spreading music around the house is one use case, but if I'm listening to my turntable - I'm listening to my turntable. It'd be nice for others, but I only need one system to listen to that on.

Is there any possibility that your Drobo 5N is sleeping occasionally? A couple things make me think no. I have no issues with audio or video playback using a PC. Only with Sonos. It also happens every time I replace the queue with a new album. It doesn't seem likely that the Drobo would sleep, or go into some other mode, within seconds. Every time, it starts the queue fresh from my Music Library there's approximately 18 seconds of the audio cutting out intermittently on separate systems (Play 1s and Connects). I thought it could be an indexing issue, but probably not as Sonos should do that when it scans my library. Isn't that basically the point?

Thanks for the advice on contacting Support. I'll have to wait till Friday. I forgot the main reason I went with Sonos...the fact that I don't have to provide my own support. Hopefully that's the case. I already ran a diagnostic after causing the issue to occur twice and have the number. It's totally repeatable, which is why I've been able to do the troubleshooting that I have.

Thanks again!
They're unlikely to send an email, that's just not the way that Sonos tends to work.

Your symptoms are indeed odd. Basically, you've ruled out both wifi interference and a potential duplicate IP address issues by the fact that you've got no problems when streaming Google Play Music. And removing the BRIDGE makes sense, although I replaced mine with a BOOST, rather than a CONNECT.

Why so many CONNECTs? Do you have that many inputs to your Sonos system?

Which raises some potential other questions in the network. Is there any possibility that your Drobo 5N is sleeping occasionally? I've never owned one myself, but there are some NAS devices that allow sleep to cut in when it perceives it's not in use. It would seem odd for it to sleep when it's playing a stream, but it's at least worth checking.

If you're interested in engaging with Sonos support, rather than the Sonos community moderators, I'd recommend that you contact Sonos Support to discuss it. I suggest the phone folks, they have more tools available because they're on the phone with you, but they are only available Monday through Friday during business hours. Both the Twitter and Facebook support folks are available 24/7.

They'll probably want to look at a system diagnostic of your system, it may be worth running one before you contact them, and writing down the resulting number to give to them.
I'm having an issue similar to the OP. I have 4 Play 1's (not one) and 3 Connects. One Connect is wired to my router, the rest of the Sonos devices are wireless. I have no issues with internet audio sources (primarily Google Play Music). However, when I play from my local Music Library the audio stutters and starts cutting in and out on various speakers. Once it stops doing that, it'll continue to play an entire album as expected. I've had intermittent issues with this when the queue finishes and I add more music. Occasionally the playback will skip to the next track or just start going through the queue with each subsequent song unplayable. This only happens when I'm playing from my local Music Library and always happens when I begin to play music from that library. I suspect my wired Connect may not be set as the root device (having read other posts and having switched from a Bridge a while ago). I am no longer using a Bridge. My local music is stored on a Drobo 5N. Router, ethernet cables, etc. are all gigabit. I'd appreciate an email with troubleshooting steps.
Hi I am a novice at dealing with this. As I can see many people have had this issue and have been directed to send a diagnostic report.
Could I ask have Sonos found out why this is happening?
Could you kindly place a solution on this forum? Or direct how I can solve the same issue.
’I play music from iPhones’ Stored library, when the screen is active, no problems playing the music one after another, if the screen locks then either songs skip or stops playing. I’ve isolated each sonos speaker and it happens on all of them (6-8mo ago I had no issue, so wonder if it’s an update issue). I am however able to play radio stations with out any problems. Don’t have streaming service so can’t test that’.

Really appreciate the assistance.
Case #: 00223178. The annoying fact that the music cuts short when playing tracks on own devices persists, really needs a fix urgently. I have my own tracks cut short 2/3 into the song (depending on song lenght) even when lock screen disabled. This happens when playing Sonos from any device, iPhone, iPad, MAC. Playbar now connected by ethernet cable, but it still happens. As with most others, it does not happen when playing streaming services. The story is that we are forced to pay for streaming services as we cannot play own music, which we have paid for owning!!!.
Userlevel 7
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Hi, cdd853. There is currently an ongoing issue with streaming from iOS devices. The suggested workaround, as you say, is to turn off the autolockscreen functionality. We hope to resolve this through other means soon.
Same thing happening to me with songs cutting off and skipping to next song. I may have identified it as when my iphone sleeps, but this was never an issue in the past, just recently. I don't want to stop my iphone from sleeping or I'll never have any battery life. I submitted a report #1739780955
Hello,

Where is your music library located? Is Sonos streaming the library off of your MacBook Pro or off of another computer / Network Attached Storage device?

Has Sonos dropped out when playing from any other sources, like Internet Radio?

I'd like to see a diagnostic report from your Sonos system right after a cutout occurs. Please follow the instructions here in order to submit a report, then let me know what the confirmation number is and I'll have a look.

Thanks.
Userlevel 7
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Hi everyone,

If you're getting audio interruptions while playing from your iOS device's storage, there's an issue we're looking into that causes this if you have non-Sonos AirPlay devices active on your network. You can get the streaming going again by disabling AirPlay on any non-Sonos AirPlay devices you may have, or by disabling auto lock on your iOS device in the iOS settings menu under display and brightness. Another option is to sync your iOS library with iTunes on a computer, then to set up a music share.

If you are getting audio cut outs from any source other than the storage on an iOS device, please see this guide for some troubleshooting tips.

If you've gone through the troubleshooting guide, and are still having audio cut outs, please submit a diagnostic report and reply here with the confirmation number.
New user. Everything up to date. Same issue. No problem with streaming. No problem with iTunes playlist in airplay. Just iTunes playlist through sonos app. No songs finish. Unusable.
Just received three Play 1s in the mail today and hooked them up. First time Sonos user. Right out of the box I found that my music was skipping to the next track mid-song on almost every track of the album. I’m playing music from my iPhone (not streaming service) and everything, including my brand new iPhone XS and the Sonos app and firmware are all running the very latest software. Diagnostics code: 540565934
I am having the same issue, I tried everything to resolve it on my own (am fairly tech savvy and help my friends with Sonos issue) but this one is still outstanding. Why is it so hard for Sonos to fix it, so many people are having this issue and repeatable, it happens every single time. Instead of wasting customer's time with all kinds of would be fixes, have someone in engineering look at it and fix it. It's so ridiculous.
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My music while using connect is skipping and cutting out.

Hi Knight23,

Please send in a diagnostic report after you hear the audio drop out. Then, reply with the confirmation number and I'll take a look for you.
My music while using connect is skipping and cutting out.
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Ok i get iT. I Will set iT of and Will post you of that Will work.
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No, the "Auto-Off" setting is an Apple setting under the Display & Brightness area, this is what makes the screen go off but it must also do something to the processor in the device and I have a suspicion that that is screwing with the SONOS App.
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Its in the app of Sonos the auto off setting?
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So, as mentioned earlier, I turned the "Auto- Off" setting on my iPad to "Never" and played a whole album with no problems.

I feel this is a problem with conflicts between the Apple IOS and Sonos App and wish these corporate's would get together and help each other which in turn would help us - The Customers!!!!!!!!!!!

Open source is supposed to mean inter interoperability.
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You are right. Just helpt for half an hour. A very anoying problem it is starting to become.?

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