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Sonos cutting in and out/skipping songs

  • 24 October 2018
  • 3 replies
  • 556 views

We have 3 speakers, and a boost. There are some days where we have no issues, some days 1, 2 or all 3 will cut in and out, sometimes it will play a song for 10 seconds, then move to the next song. We get the error messages "Unable to play.... Connection to Spotify was lost" or "Unable to connect to Sonos". Not sure how to correct these issues - as there are days were the setup seems to be fine, and others where it isn't.
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Best answer by Airgetlam 24 October 2018, 19:15

There's a couple of possibilities here. I'll start with the most likely, which is simple wifi interference. Sonos has a pretty good FAQ on this here. It's certainly worth reading and working through, as there's a lot of things from outside your wifi network that can affect it. It's not just that you haven't changed anything, it's all those outside sources of interference might have changed.

Less likely, but still possible, is that your router has lost track of the IP assignments, and has handed out duplicate IP addresses in one of the recent soft reboots that occur when Sonos updates its software. The short term solution to that is to unplug all your speakers from power, reboot the router, and then once the router is back up, plug in each speaker one at a time, allowing enough time between each one for the previous to fully boot up.

The more permanent fix to that is to go into your router's software, and assign permanent addresses to all of your wifi items (not just the Sonos, but you could just do them if you wanted). Takes a little extra effort, but would keep this issue, if it's indeed what is happening, from recurring again.

Important note here....duplicate IP addresses can occur whether you're in wired or wifi modes. And Boost mode is wireless, even though it technically is separate from your own wifi signal. It still gets IP addresses from your router, so it's still possible.

And, if any/all of that fairs, I'd recommend that you submit a system diagnostic within 10 minutes of one of these cut out/ins, and either post the number here, or contact Sonos to discuss it. There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.
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3 replies

There's a couple of possibilities here. I'll start with the most likely, which is simple wifi interference. Sonos has a pretty good FAQ on this here. It's certainly worth reading and working through, as there's a lot of things from outside your wifi network that can affect it. It's not just that you haven't changed anything, it's all those outside sources of interference might have changed.

Less likely, but still possible, is that your router has lost track of the IP assignments, and has handed out duplicate IP addresses in one of the recent soft reboots that occur when Sonos updates its software. The short term solution to that is to unplug all your speakers from power, reboot the router, and then once the router is back up, plug in each speaker one at a time, allowing enough time between each one for the previous to fully boot up.

The more permanent fix to that is to go into your router's software, and assign permanent addresses to all of your wifi items (not just the Sonos, but you could just do them if you wanted). Takes a little extra effort, but would keep this issue, if it's indeed what is happening, from recurring again.

Important note here....duplicate IP addresses can occur whether you're in wired or wifi modes. And Boost mode is wireless, even though it technically is separate from your own wifi signal. It still gets IP addresses from your router, so it's still possible.

And, if any/all of that fairs, I'd recommend that you submit a system diagnostic within 10 minutes of one of these cut out/ins, and either post the number here, or contact Sonos to discuss it. There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.
Thanks for the reply!

We tried rebooting, and it didn't really help at all.

We just submitted a diagnostic report, withe a confirmation number of 1182698241.
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Thanks for the reply!

We tried rebooting, and it didn't really help at all.

We just submitted a diagnostic report, withe a confirmation number of 1182698241.


Thanks for sending in the diagnostic report. Your Boost is having a hard time sending wireless data to your Sonos units, the Patio in particular. Most of the time this is due to wireless interference or distance. Please try changing the wireless channel your Sonos system is using, and see if it helps.