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Recurring issue - IHeartRadio cutting out


I understand this has been covered and fixed before. However, IHeartRadio channels are cutting out again, usually for about 10 seconds at a time. It seems to occur about every couple of minutes and has been going on for the last 3 weeks now.  I just submitted support diagnostics (Confirmation Number 379500762). Please advise.

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Best answer by Airgetlam 14 November 2019, 02:55

Ok, a few suggestions. 
 

Frequently, interruptions are an indication of the speaker having a hard time staying connected to your LAN. Most frequently, this is a result of wifi interference. And different sources have different tolerances for disconnects, so it could be happening for iHeart Radio, but not for another stream, like Pandora, etc. Worth checking the data in that link.

But of course, if your entire system is wired, it’s hard to have that interference. Frequently after a software update, there seem to be a lot of posts from people who are having issues with their router handing out duplicate IP addresses. This normally should clear up when the router renews the lease, but often people (like me!) don’t have the patience to wait, and don’t know how long the router is set up to do that process. This is easy to fix quickly, by unplugging your Sonos devices from power, then rebooting your router. Once the router comes back up, plug your Sonos devices back in to the power. If this does indeed resolve the problem, I’d recommend looking in to how to reserve IP addresses in your router’s manual, and do every device in your home, it’s a good network practice.

But if that doesn’t alter your issue, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this issue, and either post the number here, or contact Sonos Support to discuss it. 

I usually suggest the phone folks, they have more tools available, but are only available Monday through Friday during business hours. Both the Twitter and Facebook support folks are available 24/7.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

The OP has decided to post his number here, and wants to wai for a community moderator to have the time to investigate, but I would recommend cutting the wait time by actually contacting Sonos support directly. 
I would certainly hope that there’s a response here soon, but there is no guaranty that the issue the OP is experiencing is necessarily the same as yours.  

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Me too...ever since updating to 10.5 this exact behavior is seen on my end. I have my units configured as SonosNet

I have this problem too - For the last 3-4 weeks IHeart Radio  cuts out for 10-20 seconds every 3-5 minutes.

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*BUMP*

Ok, a few suggestions. 
 

Frequently, interruptions are an indication of the speaker having a hard time staying connected to your LAN. Most frequently, this is a result of wifi interference. And different sources have different tolerances for disconnects, so it could be happening for iHeart Radio, but not for another stream, like Pandora, etc. Worth checking the data in that link.

But of course, if your entire system is wired, it’s hard to have that interference. Frequently after a software update, there seem to be a lot of posts from people who are having issues with their router handing out duplicate IP addresses. This normally should clear up when the router renews the lease, but often people (like me!) don’t have the patience to wait, and don’t know how long the router is set up to do that process. This is easy to fix quickly, by unplugging your Sonos devices from power, then rebooting your router. Once the router comes back up, plug your Sonos devices back in to the power. If this does indeed resolve the problem, I’d recommend looking in to how to reserve IP addresses in your router’s manual, and do every device in your home, it’s a good network practice.

But if that doesn’t alter your issue, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this issue, and either post the number here, or contact Sonos Support to discuss it. 

I usually suggest the phone folks, they have more tools available, but are only available Monday through Friday during business hours. Both the Twitter and Facebook support folks are available 24/7.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

The OP has decided to post his number here, and wants to wai for a community moderator to have the time to investigate, but I would recommend cutting the wait time by actually contacting Sonos support directly. 
I would certainly hope that there’s a response here soon, but there is no guaranty that the issue the OP is experiencing is necessarily the same as yours.  

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Thanks Bruce...I have a support case going right now. More information on my specifics: No other source of audio is cutting out. I can stream iHeart on my laptop/desktop/phone without interruptions. It occurs when grouped and ungrouped on SonosNET. I have monitored the units during the iHeart outages and they are not dropping off my network nor do I see any major interference using a wifi analyzer.

This is why I am pointing towards a service issue with iHeart. I will post the results of the support case when it is resolved. Stay tuned.

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I’ve got the exact same thing going on and I’m getting the runaround from Sonos support (“have you tried rebooting it? Try re-authorizing and see if that fixes it.” etc.).

 

For me it only happens on my Connect:AMP zones, and they’re all connected via Ethernet with WiFi disabled so it’s not a WiFi issue. Other sources stream fine for hours with no dropouts.

If I start the stream on the Connect:AMP and add a Play 3 or Playbar, I can hear the other zone keep going fine during the dropouts. If I start the stream on the Playbar and then add the Connect:AMP zone, it still happens but it doesn’t seem to be quite as frequent.

I’m streaming iHeartRadio Canada in case that makes a difference. I tried 3 different stations and they all did it. The problem just started a few weeks ago, probably around the time I updated to 10.5 but I can’t say for certain.

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So far support hasn’t been able to identify the source of the issue, although they are adamant that there is zero issue with iHeart on their end :relaxed:

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And, just like that all of a sudden they are RMA-ing the CONNECT:AMP. Weird, as we were still troubleshooting. Oh well, hope it fixes the issue.

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And, just like that all of a sudden they are RMA-ing the CONNECT:AMP. Weird, as we were still troubleshooting. Oh well, hope it fixes the issue.

Jeez, I’ve got 4 Connect:AMPs. Hopefully they can fix it with a software update, although if they replaced them with the new amp then at least they’d stop bugging me to “trade up” the old ones every week.

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I’ve pretty much given up on Sonos support for this issue. After 10 days of calls and emails, I never get the same person (even when using email) so I have to retell most of the story and then talk them out of going through the troubleshooting steps that have already been done.

If someone from Sonos reads this and wants to have a look at the diagnostics I’ve submitted, the most recent one is 1260688020 from Nov 18th. There were two drop-outs observed shortly before the diagnostic package was created. I was using the Connect:AMP for the “Office” zone at the time. The first drop-out was around 9:08:00 EST and the second was at 9:10:30 EST. This was around the time that the source iHeartRadio station (https://www.iheart.com/live/tsn-1200-7503/) went into and then came out of a news break. Dropouts happen in the middle of shows too, but they seem a bit more likely to happen when the station goes in & out of a news or commercial break.

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@geldankat and @StuMc - on what Sonos gear do you experience the drop-outs?

For me, it’s only on my Connect:AMPs.  On a Playbar or Play 3 I haven't seen it, and if I group the Connect:AMP with either or both of the Playbar and Play 3, I can hear those zones keep playing during the 5-10 seconds that the Connect:AMP goes silent.

In the “About my system” info, my Connect:AMPs have:

Hardware Version: 1.16.3.1-1
Series ID: P100

Having the same issue with IHeart and our Connect:Amp.  

I didn’t realize, at first, that it was just IHEart that was cutting out. So I called the help desk. They said the Amp is too far away from the router; it’s only 17 ft. Then it was b/c the Amp is located in a cabinet (hardwired to speakers in the ceiling). We never resolved the issue during the phone call. I finally figured out it was only with IHeart stations. I wish I’d found this thread eariler.

Last night I was using an iPhone and portable JBL speaker...same thing! IHeart was still cutting out. Quick solution: I stopped listening to IHeart. 

I am also having this issue. Seems to only happen on my Connect (not Amp), and not my Play 3. I’ve tried all the standard troubleshooting solutions but nothing seems to work. Can stream from Spotify with absolutely no issues.

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Update: During my RMA process I played the same iHeart station on my other AMP (I have 3 of the same - one providing outside but won't use that until spring). That one would cut out whereas before it would stay hot while my primary (the RMA'd unit) cut out.

*New AMP installed -same **** different day.

*New wireless router installed last night (different brand) -same **** different day. No, if you're wondering, I did not get a new router because of iHeart/Sonos though I was certainly optimistic it *may* solve the issue.

You can add me to this list, similar scenario, only on the connect:amp, using Sonosnet and only on iHeart. Interestingly it seems to only happen on the unit with Ethernet plugged in. Is that what others are seeing too? I have an active thread going on twitter with support. I pointed them here FWIW.

Thanks for sharing those details, we're actively investigating an issue that can cause unexpected audio interruptions in certain situations/circumstances. We've shared your details with our engineering team. Should one need they will reach out to you with further details. We appreciate your patience with us.

I’ll keep this thread posted.

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I’ve pointed support here as well, seemingly to no avail. They just keep asking me to try trivial fixes via their email replies, and when I walk them through everything that has already been tried, they ask me to phone in to speak to someone.

I’ve phoned in three times so far - once I got someone who seemed fairly capable and we went through a few steps to rule things out. He wanted me to connect each Amp individually to my Ethernet switch (they’re in an AV rack with their Ethernet wiring daisy-chained) and reboot them all. That was a task for another day and of course changed nothing, and I got a different person when I updated the case with the new info.

My last call had the Sonos tech ask me to try a few things for the first 15 minutes, including walking me through submitting a diagnostic. When I mentioned that the case already had 3 diagnostics attached to it, all captured a few minutes after cut-outs were observed, I was told “just a sec”, and then got dead air for 30 minutes. No music on hold, no response to “hello? anyone there?”, just dead air. After 30 minutes I hung up.

I opened a support case with iHeartRadio this morning on the off-chance that they give a crap… I’ll post here if they tell me to do anything that might be helpful.

 

One thing that I thought might be illuminating is if several of us listen to the same iHeartRadio station over a given timespan and note the HH:MM:SS when the audio cuts out. If it’s something in the way the source material is encoded, we should all hear the cut-out at the same point in the program. If it’s something related to network issues like bufferbloat between our home networks and iHeartRadio’s CDN, then we’ll probably get cutouts at different times.

If anybody wants to try that, let me know and we’ll figure out what timespan and station to use.

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Funny...I updated my case this morning and they suggested hopping on a call and doing exactly what you went through with support. Guess I’ll save my time!

I’m willing to do the iHeart troubleshooting with you. Though, I really won’t have much time this week to do that. I should be available Monday. I’m on the West Coast. My morning usually slows down around 10am where I can pay closer attention to the cutouts. Name your station and let me know if that works for you with regard to timing.

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@markWC - I’ll set a reminder for myself on Monday and then DM you around 10AM PST.

 

I heard from iHeartRadio and their support person asked me to try some “Artist Radio” stations to see if the problem happens there. I listened to the Ed Sheeran station for ~45 minutes and then the Shawn Mendez one for a couple of hours and never got a dropout. If the rest of you get the same lack of dropouts on Artist Radio then it points to something that is specific to the way they stream/encode the live radio stations.

 

Sonos support also got back to me and said they’ve escalated the problem internally. A higher level support person is supposed to get in touch with me and setup a phone call. I said I didn’t mind putting the device into devel/debug mode (if they have such a thing) in case they want to ratchet up the logging. We’ll see...

It’s been working for me tonight--wonder if they did something? Once caveat, I did reconfigure my system a bit--running a speaker selector off of one now, and only using 2 of the 3 connect:amps I have, so take it with a grain of salt.

 

FWIW, a workaround I was using was to do airplay (I have a playbase). Of course you need at least 1 newer model piece of equipment for that to work.

I’m having the same problem, every 10 minutes or so it cuts out for about 10 seconds. Happens only with iHeartRadio on all my local channels. I’m in New Zealand. Doesn’t happen on anything else. Just happened again while typing this out so that was 2 minutes between drop outs.

Please sort this out it’s really annoying.

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@Ronans45 what is your setup? I think the most common in this thread is one or more :AMP units.

@markWC Sonos zone player (older version of the Amp) with wired speakers, Ethernet connection. Had no issues until the update. Had to switch to tunein station had not one problem since.

definitely not my setup. Has to be a glitch in the update. 

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@Ronans45 that is exactly the point of this thread - there *must* be an issue with 10.5.x update. It’s now a matter of convincing Support and to get their engineers looking harder at this issue. Hopefully @rosenqui has some success with the next tier of support.

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I still haven’t had any follow-up from Sonos, but for now I’m chalking that up to the US Thanksgiving holiday.

Hopefully I’ll hear from their second tier support this week.

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