Question

Recurring issue - IHeartRadio cutting out

  • 4 November 2019
  • 55 replies
  • 1508 views

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.


55 replies

So since the connect has a EOSL in 4 months I doubt there are any updates slated to try and fix this issue.

Agreed. I’ll be switching to TuneIn for the stations that are available there rather than waiting for a fix.

I’ve got 16 Sonos devices - four are Connect:AMPs, one of which was purchased in late 2014. To say I’m pissed at the way Sonos is handling this is an understatement.

Try launching iHeart radio app first, and then feed it to your Sonos device. Works for me!

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.

I’m not an expert, but after months of iHeart Radio cutting out I think I found a fix.  If you launch iHeart via iHeart App and then play through Sonos player it should work! I’ve tried it and haven’t had an issue today. I have had several conversations via email and voice with Sonos and iHeart Radio. Neither were able to help! SAD!

As of today I will be buying a new streamer So I can get my stations from iHeart. This is ridiculous.

I am interested in the outcome of this issue.  I only recently came across this thread although have been experiencing the same issue as described by others.  My initial research was primarily focused on iHeart service, although this thread has been illuminating.  The scenarios described above match my own.

Connect:AMP impacted, two units, one Ethernet the other WiFi.  Same dropout rate/frequency (5-10 seconds gap every few minutes).  Standalone Sonos speakers do not appear to be impacted.  I’ve confirmed other radio streaming services work seemingly without issue or interruption (TunedIn; and myTuner Radio for comparison).  Sadly my subject radio station is owned by iHeart and thus owns streaming rights, Washington DC: DC101 (101.1 FM).  Not available via other services to compare.

I realize I am not adding to the reported problem or sharing any revelations, but simply sharing.

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So since the connect has a EOSL in 4 months I doubt there are any updates slated to try and fix this issue.

Agreed. I’ll be switching to TuneIn for the stations that are available there rather than waiting for a fix.

I’ve got 16 Sonos devices - four are Connect:AMPs, one of which was purchased in late 2014. To say I’m pissed at the way Sonos is handling this is an understatement.

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Mine is a connect;amp that is many years old, though this is the first issue I have had.  Today I received the email that this device is no longer going to receive any software updates as of May.  Oh, and since it is connected with the newer components none of them will get future updates.  Been in IT for 20+ years and find this as a pretty awful way of handling customers.  So since the connect has a EOSL in 4 months I doubt there are any updates slated to try and fix this issue.

 

Forgot to mention.  I too opened up a Ticket with Sonos Tech Support.  Spent an hour on the phone, with no resolution.  I’m thinking that their Tech Support organization needs access to an internal system which documents Common Anomalies (Without resolution).

 

 

I’m having the same problem with iHeart radio dropping out.  We listen to local radio station content only.  Many iHeart local radio stations are dropping out.  I’m running 10.6.1 on Sonos:Connect and Sonos Speakers.  I don't believe that it’s a network issue, in that the problem manifests itself either wired or wireless.  Other services I play on Sonos do not drop the audio.  The Sonos App on my iPhone does show the iHeart Radio stream playing, just no audio.  My Sonos Speakers are much newer than the Connect.  I’m wondering if this is a Firmware Issue on the Connect, relating to a Codec problem.  Based upon the comments above, it seems that the problem is ubiquitous to Sonos’s older players.  Wondering if this problem has been seen in PORT.

 

 

I am so frustrated over this issue I am seriously considering purchasing a new streamer...I just hope Sonos is serious about seeking a fix..

Have had the same problem with iHeart over the past few months. Speakers are all hard-wired so not wifi issues - I assume. Unplugged and rebooted everything just last week. This morning back to the same old 10 second cut-outs every so often. Even deleted and then reinstalled the iHeart app but hasn’t fixed the problem.

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Can confirm...no change with latest update. Though, there is not any reference to iHeart in the release notes so I guess I’m not surprised.

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Personally I have been running an iHeart station for an hour or so now...when the DJ is talking it still cuts out seemingly more, when music is playing it doesnt seem as frequent but still occurs.  This is a simple multi-tasking assessment of what I see thus far.  I will try to focus more tomorrow and see what others report as well.

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Well lookey at that...Just updated. Going on 5 minutes and no cutouts yet but I will be able to get a better picture tomorrow.

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Looks like an update is available...anyone notice a difference yet?  I am going to install but won’t get to test until tomorrow or Thurs personally.

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Nope...no update via email. I would imagine we will see a Sonos software update firsthand.

Welp...I just had a 4 minute call with escalated support. Can confirm what they told @rosenqui that they are now aware of the issue between Sonos and iHeart. They are working together on a fix. I am supposed to receive an email from support when the fix is released to see if problem goes away.

Good work everyone on keeping this in the forefront!!!

No updates I suppose? I’m a little surprised it’s taking this long for a fix now that they’ve found the cause...

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Welp...I just had a 4 minute call with escalated support. Can confirm what they told @rosenqui that they are now aware of the issue between Sonos and iHeart. They are working together on a fix. I am supposed to receive an email from support when the fix is released to see if problem goes away.

Good work everyone on keeping this in the forefront!!!

Just want to add that I have this same problem for past couple months with my amp as well. Not a network issue. Only with radiostations cutting out using amp. Other speakers and sub keep going during cut out. Seems like software issue. 

I’m probably about to jinx myself but been listening for a few hours today with no problem. Am I just lucky or are others seeming the same thing?

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I have a support session scheduled with Sonos on Wednesday. I will post a summary after we are done.

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Diagnostics submitted: 168221754

No changes to environment for a long time. Upgraded to 10.5 iHeart began cutting out.  Tried reset, etc, same issue.  Upgraded to 10.6 few minutes ago.  Unplugged amp for 10 min, restored power, started music again, same issue.  Hardwired to network, static IP, no duplicate - verified.  Same amp plays fine when using Tune-In, local music, etc.  Other players run without issue - though not using iHeart radio.  Going back to TuneIn and some Xmas music and will check back and try again in near future.

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I just got the 10.6 update, and the dropouts are still occurring, so the “additional performance enhancements and improved reliability” changes didn’t include anything for iHeartRadio 😢

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This surely means we will be getting some sort of compensation for bug identification...RIGHT?

:laughing:

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I got this from Sonos support last night:

I am one of the engineers here and I'd like to update you we are currently aware of the issue you are experiencing and are actively investigating the issue.  We currently do not have any further information to share but rest assured we will keep you updated.

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I got a reply from support this morning after I forwarded the link to this thread - aaaaand they proceeded to start another support ticket! I reiterated a few times to just read this thread as it contains valuable information for their engineers (I still don’t think the tech read this thread all the way through)...Went through the same BS as before to no avail (SHOCK). Anyhoo, long story short - just like @rosenqui - I have now been bumped up the support chain! Of course, I don’t expect to hear back anytime soon.

It boggles my mind that no matter how many times I explain the situation they go back to reading off their support cue card. Not much thinking outside the box going on at support.

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