Sonos does not work - keeps cutting out



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Opinion:
So I am back, to add some more information about my system that unfortunately stíll keeps dropping out. Maybe it is useful to the tech-people from Sonos. To start off: I am a patient person, but this is getting really annoying. In my opinion it is a big flaw in the design. It is incredible that so many people are experiencing this problem about the dropping outs...and just tell them: yeah, there is a lot of 5GHz traffic in the area near your Sonos device. Duh, it is the year 2018 we are living in. Fix it!

Facts:
- Experiencing dropping out of my 2xplay:3 and sub frequently (every 5 minutes for 10-15 sec). My playbar keeps on playing.
- Did a factory reset again yesterday of the whole Sonos system and restarted my router. Problem didn't occur anymore for around 6 hours straight (listen to music and watched tv non-stop)
- Today I turned on the music again and the problem occured again: 2xplay:3 and sub keeps dropping out every 5 min for 10-15 sec.
- I live in an apartment: I have had contact with Sonos support (frequently for the last couple of months): they advice me to talk to my neighbors and I should ask them to turn off their 5Ghz channel (...seriously, are you kidding me?!)

Questions and Findings:
- When I updated the Sonos system to version 8.3 (25th of January) it went well for 5 days straight. Encountered no dropping outs. How come?
- I reseted the whole system (playbar, sub, and 2xplay:3) and also didn't experience drop outs for 6 hours straight. How come?
- I have had contact with Sonos support the end of February and we went through some troubleshooting. Nothing in particular actually (I didn't change anything about my home situation: I kept all the devices in the surrounding area of my playbar online and working, like a camera, switching device for lamps, router, mediabox, etc.). The most important thing in my opinion is that we turned off the 'wireless connection'-option of the Sonos device. Anyway, it was working perfect from that moment on for a whole month! No drop outs whatsoever (for a whole month!). The problem was back again the end of March. How come?

So why is it the case that all of the sudden the problem occurs again? I have been told it might be because an update of some device in the area, or my neighbors have had an update. But come on, this is a little far fetched in my opinion.

Other:
In the mean time I spoke to 3 other families/persons that experience the same problem. Two of them have a big detached house (no other house in at least 20-25 m radius) and experience dropping outs. The other person lives in a house with neighbors directly attached to his house and he doesn't experience any problem at all. Ofcourse this depends on the situation per house, but maybe it is useful.

Most of this is just information, I hope it can be put to good use by the tech-people from Sonos.
Just...get it fixed! It is unbelievable. I have barely any words for it to describe how 'childish' this Sonos system actually is, while it is incredible expensive! Actually what it comes down to is that you can only enjoy Sonos when no other living person (like a neighbor) has turned on their 5GHz channel and no other devices in the surrounding area are turned on. Just great...

Thinking outside of the box(?):
I have also been told 2.4GHz is more stable than 5Ghz. I don't know whether this is true, because I am no expert. I am just trying to think along with the tech people and provide a solution to this problem. Is it able for the playbar to connect with the other devices on 2.4Ghz?
Is there something wrong with the playbar? Because this device actually needs to connect to the other devices as far as I know.

Diagnostic:
Oh, and for what it's worth:
1314120842
1120578455
1846561428
471927233
1763993153

Text has become longer than expected. Hopefully something useful can be extracted from it.
@Stanley_4: Swapped power supply with the Hue hub (also 5V 2A). The Sonos wart is tiny in comparison! 30 minutes playtime w/o a hiccup so far! Fingers crossed, will try battle conditions tonight. Thx for the tip.
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Bridge, the usual suspect is the power supply on that device, can you try a different supply?
Hi. Streaming Spotify. Speakers are constantly cutting out since a while back now. Used to be rock solid. Usning bridge setup. High speed WiFi and broadband. Switching between channel 1/6/11 makes no difference. The system is useless at this point. Need help pls. Ticket no: 1792726987.
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We have a sonos 1 and two sonos 5 currently. we have set them up EXACTLY as per the instructions. We have exceptionally high internet speed. We have connected our spotify.

Despite updating the sonos (about twice a week as the sonos tech nerds seem to screw it up every time).


It NEVER works. it will play for 3 or 4 minutes then immediately cut out. Or one of the speakers decides not to play. Or the phone or iPad being used as a controller tells us that the music is playing but it is not.

Sonos is proving to be one of the worst products purchased, its adverts suggest interruption free music, whereas in reality it cuts out constantly. Absolutely unacceptable.

Any help would be appreciated considering the ludicrous amounts charged.


I have same problem and my system is hard wired.......


I'd be very keen to see a diagnostic of your system. Please respond with the confirmation number so that I may identify the cause for you. Many thanks in advance.
We have a sonos 1 and two sonos 5 currently. we have set them up EXACTLY as per the instructions. We have exceptionally high internet speed. We have connected our spotify.

Despite updating the sonos (about twice a week as the sonos tech nerds seem to screw it up every time).

It NEVER works. it will play for 3 or 4 minutes then immediately cut out. Or one of the speakers decides not to play. Or the phone or iPad being used as a controller tells us that the music is playing but it is not.

Sonos is proving to be one of the worst products purchased, its adverts suggest interruption free music, whereas in reality it cuts out constantly. Absolutely unacceptable.

Any help would be appreciated considering the ludicrous amounts charged.


I have same problem and my system is hard wired.......
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Hi, all. Thanks for reporting this issue to us. There are no bugs in the current software that would cause issues of this nature. This is likely a local WiFi issue on each of your respective systems. We can certainly get to the bottom of this for you. Following an occurrence of this issue, please submit a diagnostic and respond with the confirmation number. This way we can identify the cause for you. Many thanks in advance.
It seems to be getting worse. I’ve had Sonos for 5 years now. Interruptions and drop outs never happened to me up until a year ago. Now I cannot make it 5 minutes into listening without Sonos failing. Hugely frustrated and disappointed. Sonos used to be great but now it’s garbage.
I am having major skipping occurrences which just started today. It seem that this is a widespread issue and Sonos needs to take care of it.
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Has anyone responded from Sonos officially? I have the same issues and I've been running Sonos 5s Gen 1, Sub, 3s for years without issue (except obvious wifi issues) but this is Sonos. I went direct - ethernet connected and it's still happening. Sonos? I'm in over $4K with you guys. I need some love of some kind.
I'm having cut out/skipping issues too. It's so annoying. I swear it has only been happening since updating to version 8 of the player. I have had sonos in the office for a few years now, and its only been the past few months that has noticeably got worse...PLEASE FIX THE BUG SONOS
I've been having cut-out issues with my library music. After it cuts out, I cannot get it going again with my iPhone. I need to go to my iMac, reboot the Sonos App and press play. Then it works.
8452955.
Also experiencing cutting ins and outs with my sonos system. Two play 1s and one play 3. It's now everytime we use the system. It's gotten to the point where it's embarassing to have people over and play music. We wind up just using a regular old bluetooth, wireless speaker. Please help!!

Diagnostic number 8452936
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HI Beers, I took a look at your diagnostic and there's a lot of 5GHz noise around your PLAYBAR causing some connection troubles with the PLAY:3s. It's not likely that an update can fix it, but that we'll need to do a little wireless troubleshooting there. I'd suggest that you give us a call on our support line.
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It appears it was too good to be true. All of the sudden the 2xplay:3 I have are cutting out again. I didn't do anything special. Just turned on the Sonos-system by using the play-button on top of the play:3.

8436450

It went well for 5 days, after having downloaded and installed version 8.3.
Updating from 8.3 to 8.3.1 didn't change a thing; also cutting out.
Hope this will be fixed soon.
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Today (25th of January) I downloaded and installed the new Sonos update.
Everything seems to work perfect again. I haven't had any cutting outs; let's keep it like that! I listened to music for 2 hrs straight without experiencing any cutting outs of my 2xplay:3. After that I watched a movie and didn't had any cutting outs either! Felt good.

I haven't changed anything in my wifi- or router-settings or whatsoever. Just installed the Sonos update, that's all.
At the moment I have version 8.3

Glad it works again! No more frustrations. How I look at it right now: I am not gonna install any new updates 🙂
Diagnostic code = 8395302
Volume keeps dropping to super low for 10-15 seconds every 7-15 minutes. Music keeps playing, though. Help, please.
I'm having the same issue after recently switching from a Pioneer speaker to a Sonos. My Pioneer never had this issue. This is really frustrating! My diagnostic number is 8385972.
I am also extremely frustrated - I can’t play podcasts for more than a minute or two without the speaker cutting out and skipping to another episode. I wanted a Sonos because it was supposed to be more reliable and better quality than a Bluetooth speaker. I have tried to follow people’s various instructions with suggestions of how to fix the problem. I have read through the many many different pages /topics on this forum devoted to this same issue. It shouldn’t be this hard to get the product to work! I don’t think it’s unreasonable to expect to set up a speaker according to its instructions and then be able to actually use it. I have great WiFi that’s works for everything else I own- but I don’t have experience troubleshooting WiFi connections, IP addresses, etc. If that was a requirement to own a Sonos then they should stop marketing this product as easy to set up and extremely reliable - sorry that’s just not true. If this many of us are having the exact same problem it seems like it’s an issue with the product, not the users. I never post on things like this but I am hoping if people continue to post, Sonos will have to do something to fix the issue.
[b]There is no way to take Sonos off DHCP and give it a fixed IP.[b]
First - before peddling assumptions as proof, there are simple things like packet captures that one can run on their network to determine if duplicate IP addresses are being assigned, if firewalls are blocking specific traffic, or if some other network conflict exists. Access points can display radio interference information to help you pick the best channels. Quality of service can be manipulated to give your Sonos traffic priority over other traffic on your network, etc. Some of these may help, some may not. I see a lot of low quality information being spouted here as causation and solutions, especially bolder statements by @jgatie as gospel. In response to @jgatie’s presumptuous and incorrect statement about assigning static IP addresses to Sonos speakers, I in fact have static IP assignments to all of my Sonos speakers by MAC address reservation via my DHCP server. Yes, you can use DHCP to reserve static IP addresses to anything on your network. With all that said, it has had no positive impact on my sound dropouts.

I have no dropped packets, no IP conflicts, no firewall conflicts, no rules blocking specific applications - essentially no network cause I can yet attribute my Sonos woes to. I was contemplating buying more speakers just this week, too - not until Sonos fixes this problem.

I had a good first few weeks with my Sonos Play:3 stereo pair and Play:1 until about a week ago when music started fading in and out from all sources - Amazon Music Unlimited, Spotify, iTunes and randomly on different speakers like someone was playing with the balance knob. I even connected one of my Play:3’s to my gigabit switch to form a SonosNet with no improvement.

I don’t have answers yet and am still looking. My search may prove there is nothing I can do and this is indeed some software issue. It is however frustating and a waste of time attempting some other commenters’ advice. If you have a hypothesis, please test it and share your proven solution. If things don’t help, saying that also helps. Please stop posting junk answers, though.
I just started experiencing the same problem as well. Tried everything from rebooting, etc. Yes, I am a computer/network expert. Have the latest and greatest network/wireless system..........no luck! I then read kmarlow's post and plugged a player into a wired connection on the other end of house and magically it all started working again. Go figure!!!! Thanks kmarlow!
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Also experiencing cutting ins and outs with my sonos system, randomly and very frequently; sometimes 2 times within a minute time.

Diagnostic number 8356866
If I may, jgatie was not marketing anything. He's an end user, just like you and I are. He's making a concerted effort to help people with problems, often on their local wifi network, resolve those issue, and get to a place where many of us are, with a rock solid system.

It shouldn't be unexpected to have a reliance for a wifi speaker system to have a certain amount of reliance on a good wifi network. In the majority of cases, there's no need for any special work to be done, however, the very nature of local wifi networks will indeed require the occasional "grooming" to get them back to the same state as when they were initially set up. His recommendation goes in to an extremely easy process by which this can be done. It's only his last two sentences that require any particular knowledge to be done. The rest is just a matter of unplugging things from power, and then plugging them back in to power in a particular sequence. No need to be a computer expert in order to do that process.

I hope that you'll give his post another read, and I think that if you're willing to follow his instructions, you'll find that your Sonos system will be as reliable as I assume his is, and I know mine is.
Oh, my mistake. I didn't realize you were marketing speakers only intended for computer experts. I'm merely a music lover who thought the convenience of wireless speakers would enhance my listening pleasure. However, you might want to reconsider advertising Sonos' ease of set up. That confuses those of us who don't spend all day working on routers and such.
Connection problems which appear suddenly are often caused by network problems, not Sonos problems. The typical cause is duplicate IP addresses. These often show up after an update or power outage because a reboot requires the device to request a new IP, and the router, having lost track of current IP assignments, issues a new IP that is in use by another device. To cure this, do the following:

Reboot/power cycle your devices in the following order:

Modem
Router
Switches or hubs
Wired Sonos units
Wireless Sonos units
Computers/printers
Wireless devices - phones/tablets etc.

Allow each device to come back up before proceeding to the next. Note that you can permanently prevent duplicate IP addresses by assigning an IP to each device's MAC address in the router setup. See your router manual for details.