Question

Music Services - Cannot Add to Queue

  • 7 September 2019
  • 6 replies
  • 160 views

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I have been a happy Sonos customer since 2013. In the past few months I have been having intermittent issues getting music services to work. I've had more than my fair share of "cannot add to queue" and other errors of the like. This has been extremely frustrating. One sonos tech on the phone suggested my 6 year old bridge was failing - so I use a wired connection via my soundbar now. I'm still getting these issues connecting to music services.

The only fix has been to reset my router/gateway.

While I've read people say modems and cordless phones cause interference, I have had these devices next to my bridge for years and this issue has only started this summer. HELP! I paid thousands for all my speakers - this isn't acceptable.

6 replies

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I have been a happy Sonos customer since 2013. In the past few months I have been having intermittent issues getting music services to work. I've had more than my fair share of "cannot add to queue" and other errors of the like. This has been extremely frustrating. One sonos tech on the phone suggested my 6 year old bridge was failing - so I use a wired connection via my soundbar now. I'm still getting these issues connecting to music services.

The only fix has been to reset my router/gateway.

While I've read people say modems and cordless phones cause interference, I have had these devices next to my bridge for years and this issue has only started this summer. HELP! I paid thousands for all my speakers - this isn't acceptable.


Hi there,

Thanks for reaching out. It doesn't sound to me like wireless interference. Rebooting your router wouldn't help if that were the only issue. It sounds to me more like there's a networking issue, perhaps IP address conflicts. You shouldn't have to reboot your router often. If you're able, try setting reserved IP addresses for your Sonos units and various other networked devices. This will help prevent any conflicts, which could be the reason your system isn't connecting to music services.

Please submit a diagnostic report and reply with the confirmation number. I'll take a look and see what your Sonos units are reporting.
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Incidentally these problems started when i upgraded to the XB6 Gateway from Comcast. So, perhaps the old gateway and sonos played together nicer than this one.

I just set up reserved IP addresses for my speakers. Also just ran diag: confirm 504323261.

Diagnostic 330213348

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@bip02465 Thanks for sending the report. There’s not a lot to go on there. Overall, your Sonos system seems to be working well. I think it would be a good idea to work with out phone team to troubleshoot the network. Please give us a call, our number can be found here.

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@JTBERRY Hi there, I don’t see a whole lot in your report other than some communication issues between your Kitchen unit and the rest of the system. Is the Kitchen speaker near any other appliances, or wireless devices such as a cordless phone base? Try moving those devices, or the speaker to a new spot.

 

Please provide a bit more detail about what’s going on with your system and I’ll try to help.

Thank you Jeff S. I just bought a Beam and tonight I figured out that when I group my 5 Sonos speakers that the Beam blocks the music even if the TV is off. I am able to group the other 4. I can also choose the Beam, play music through that but unable to add any other speakers. Is this normal? Also I was thinking about bringing my 2 SonosOne speakers to the living room for surround sound. If I do that will I have the same grouping issues as my Beam? I appreciate the help. 

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