Question

My Sonos keeps disconnecting.

  • 16 October 2014
  • 66 replies
  • 32466 views

I have a sonos bridge and 2 sonos 1. Every now an then the music stops playing and when I look in the sonos app it can only find one of my players. I connect the other one and group them again. I start the music and 5 min. later the music stops again. I have tried to reboot everything - the players, the bridge, my router, my modem - everything. It is also happening with only one of the players playing. It used to work fine, but has changed to this overnight. I have tried to change my Sonos to channel 11 and router to channel 1, moved my bridge away from my router. But it din't help. What to do?

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66 replies

Thanks. Now that I know about this issue and forum post, I will make sure to submit the diagnostic if and when it happens again.
Just do another diagnostic, and write down the number, then come back here and post it. They probably get thousands a day, and I'd bet that they don't look at each one, unless prompted by posting here, or a phone call with the number.

Oh, and be sure to do the diagnostic within 10 minutes or so of the problem occurring, I'm pretty sure those log files that are kept aren't infinite in length. 🙂
I have recently started having this same issue. I sent in a diagnostic today, but I forgot to note the number. Is there any way for me to retrieve it, or can it just be reviewed based on my account information?
I have just been unplugging the speaker and plugging it back in, resetting it. It is weird that after so long of working without any issues, this now starts to occur. The only new device in our house that is on the 2.4 ghz channel is an echo.
Userlevel 7
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What's very unusual here is that the CONNECT:AMP continues to work, whereas the CONNECT (which is the first device in the chain) does not. Can you please wire in the CONNECT:AMP, then Factory Reset the CONNECT, before adding it back in? If the issue persists, it may be time to get in touch on the phone.

Disclaimer for our other users:
We do not recommend Factory Resetting a Sonos product unless it is explicitly stated by a Sonos employee.
The majority of (what wrongfully appear to be) Sonos-related issues are caused by your home network, which a Factory Reset does absolutely nothing to mitigate!
Thanks Tom,

New diagnostic number is 6666438.

There was a netgear product used as an extender for other products, but I've disconnected it with no improvement. It remains unplugged/disconnected.

The connect is plugged directly to the router, and the connect:AMP plugged into the Connect. There are no problems with the connect:AMP (have never been). The previous arrangement was the Connect:AMP directly to the router, with the Connect plugged into the Connect:AMP and we had the same problems.

Thanks for the help.





Hi Shane, I'm afraid there's not much to see on that diagnostic as the CONNECT looks to have been dropped at the time. If it remains online long enough, please submit a diagnostic when it is visible.

It does look like there is a Netgear device acting as the STP root for the CONNECT:AMP; this may be something like a switch or some kind of extender? Please provide us details of this device and any other network devices such as extenders, access points and switches.

Try taking that Netgear out of the network and connecting both the CONNECT:AMP and CONNECT directly to your ISP's router to make a really simple setup for testing. This should work well, assuming no hardware issues such as a faulty Ethernet cable.
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Hi Shane, I'm afraid there's not much to see on that diagnostic as the CONNECT looks to have been dropped at the time. If it remains online long enough, please submit a diagnostic when it is visible.

It does look like there is a Netgear device acting as the STP root for the CONNECT:AMP; this may be something like a switch or some kind of extender? Please provide us details of this device and any other network devices such as extenders, access points and switches.

Try taking that Netgear out of the network and connecting both the CONNECT:AMP and CONNECT directly to your ISP's router to make a really simple setup for testing. This should work well, assuming no hardware issues such as a faulty Ethernet cable.
I have a connect:amp and a connect and the connect keeps disappearing (ever since I bought it). It is hardwired to the router and I still have the problem. Diagnostic #6589966.

Thanks
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I have a problem with sonos playbar+sub which keep disconnecting from the group (including two play 1)
Please send a diagnostics after that happens, and reply with the confirmation number. https://sonos.custhelp.com/app/answers/detail/a_id/142
I have a problem with sonos playbar+sub which keep disconnecting from the group (including two play 1)
alan_83,

Playlist creation and playing issues are not related.

There is a certain amount of hardware space allocated to SONOS Playlist storage. When you exceed this limit, you'll see that message when attempting to create a new or modified playlist.

Playback issues are caused by communication problems. If you experience another playback issue, submit a diagnostic and follow up with SONOS support.
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Possible fix? I made a sonos playlist and received an error message that I needed to delete some playlist...couldn't create a new playlist. I proceeded to remove several playlists that I don't really use that much. Ever since them, the grouping has worked flawlessly. No more random disconnections where one sonos would get dropped from the group. I don't know if there is any under-the-covers technical reason too many [large] sonos playlist could cause the problem people are reporting here, but my "groups" are working perfectly now for 4-5 days after removing some of my playlists. Worth a shot.
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Man, I'[m having this exact problem, too. What a pain. It started happening out of nowhere (maybe after an update), but it had been working reliably for couple years, ever since I go the sonos. Really a bummer.
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Your confirmation number is: 6164775.

Hi Tpaynez,

Your Sonos system lost communication with your router, which is why your controllers couldn't connect. It looks like the ethernet port on your BRIDGE is sometimes active, and sometimes it isn't. This may be due to a faulty ethernet cable. Please try a different ethernet cable and see if that helps.
Your confirmation number is: 6164775.
Same problem here. Almost never stays connected from day to day. Not sure what changed but its really getting annoying having to go through set-up every time I want to use the system.

Hi Tpaynez,

Here's a guide to getting your controllers reconnected to your Sonos system.

Once reconnected, please send a diagnostic report in and reply with the confirmation number. I'll take a look and see what is causing your system to lose connection with your controllers.

If you are unable to get reconnected,please let me know.


Your confirmation number is: 6164775.
Userlevel 7
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Same problem here. Almost never stays connected from day to day. Not sure what changed but its really getting annoying having to go through set-up every time I want to use the system.

Hi Tpaynez,

Here's a guide to getting your controllers reconnected to your Sonos system.

Once reconnected, please send a diagnostic report in and reply with the confirmation number. I'll take a look and see what is causing your system to lose connection with your controllers.

If you are unable to get reconnected,please let me know.
Same problem here. Almost never stays connected from day to day. Not sure what changed but its really getting annoying having to go through set-up every time I want to use the system.
I have a sonos bridge and 2 sonos 1. Every now an then the music stops playing and when I look in the sonos app it can only find one of my players. I connect the other one and group them again. I start the music and 5 min. later the music stops again. I have tried to reboot everything - the players, the bridge, my router, my modem - everything. It is also happening with only one of the players playing. It used to work fine, but has changed to this overnight. I have tried to change my Sonos to channel 11 and router to channel 1, moved my bridge away from my router. But it din't help. What to do?

Assuming you have these files downloaded onto your mac as a MP3, you must make a folder with all the music imported in. From this you will go onto Sonos preferences, music libary and then press the + to add a method for your system to find the music. Click on the folder you have just made, wait for the system to update and remove the previous one. This worked for me.
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I have the same problem. My Sonos Play 5 and two Sonos play 1s, keep ungrouping. It is usually when I use my infrared foxtel remote. I just submitted a diagnosis - number is
Your confirmation number is: 5212154

Please help Sonos, as I LOVE your products. I suspect this is a software update issue. I use an android controller as well as a PC controller.


If you're still having this problem can you try changing wireless channel on your network (on channel 6 in the report), to channel 1 and see how it works? If you find that they still ungroup, change to channel 11 and let me know if the problem persists.
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HI Sed in Surfers Paradise,

You may want to start a new thread as you may get lost on this one.
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I have the same problem. My Sonos Play 5 and two Sonos play 1s, keep ungrouping. It is usually when I use my infrared foxtel remote. I just submitted a diagnosis - number is
Your confirmation number is: 5212154

Please help Sonos, as I LOVE your products. I suspect this is a software update issue. I use an android controller as well as a PC controller.
Hi, I have Playbar, Play1 (1x) & Bridge. I use Playbar and Play1 to watch my TV. However each time i turn TV On and Off, i need to go in to my Sonos App to reconnect Play1. Can please any one tell me if this is a normal behaviour?

Also I noticed that if you have two Play1, you can hook them up to Stereo under 'Room Settings' and then' add surrounds'. Would that resolve the issue of having to reconnect the play1 as stand alone product? Thanks George
151021-000982 i just installed at a big business and all eyes are on me to fix this problem the controller is lousing connection with the player. i cant find the problem any thing would help im looking like a dumb ass and thats not cool with the training i have. im hoping this dose not cost me my job because i realy like what i do. on top of the 6 figure pay out..... PLEASE HELP !! FYI it is hard wired and there are no other problems on the network and i have the network administrator to help and still stumped
We have two Sonos Amps in the office, and one has just started dropping off, both are connected via ethernet, would it be possible to take a look at the diagnostics and let us know if its something on the network or a an issue with the hardware.

The device will flash amber if I unplug and then plug it back in but once it drops it will not flash until we turn it off and on again. The amp is connected to an external device radio via the line out.

#5000522
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Hi Felipe_2,

Welcome to the Sonos community. I am sorry to hear about your faulty Play:5. I have a house full of Sonos speakers and I live in Fort Lauderdale and we were hit by lightning the other day. The lightning killed a big palm tree in my yard and a TV, TV box, Router and the power supply to my Sonos Bridge. All the rest of my Sonos gear is fine! My gear works great 100% of the time and I am very happy with Sonos.

I suggest that you start a new thread and ask if folks are happy with their Sonos systems. I think this post was lost in all the other posts on this thread and that is why you have not heard from any other happy Sonos users.

Les