Sonos keeps dropping out and losing connection

  • 4 August 2018
  • 34 replies
  • 13092 views
J
I have 2 play 1 speakers. They run from a sonos bridge which is wired into my Orange live box via ethernet cable.
I also have another access point in another room which is hardwired back to the bridge. I use Sonos mainly for my own library stored on an Apple Mac Pro.
The whole set up is absolutely hopeless. Works fine during daytime but in the evening constantly drops out for up to an hour, fades comes back. I live in an old stone house with a fairly low download speed of around 5 mgb per second but I would not think the download speeds should make any difference as I play from my own library. I would appreciate any ideas on how to solve this issue.
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34 replies

C

Same issue- YT Music loses connection on mostly wired network (2 of the 3 devices are connected via ethernet- neither can stream). I use a Google Wifi router and netgear switches. Confirmation number for diagnostic info is 1625377192

A

@mayyrh Thank you for reaching out to us in the Sonos Community. I understand you are mentioning that you lose connection with your Sonos system. Can you be more specific to how you are being affected, meaning is this with one room name or your whole system, as well as is this with one music service or happening with multiple sources? What troubleshooting steps have you tried already and what happened when you tried steps listed in this thread? We can see from your supplied diagnostic report number that your are using at least two network routers with a Zone Bridge wired into the network with you likely being affected by wireless interference.

We will need your full network topology with the model names and numbers of the products that are wired or wirelessly connected on your network for any modem, router(s), extenders, access points or switches (managed or unmanaged). After you gather that information I would suggest that you make one of your Play:5 units or C:Amps as the Ethernet wired product to the router, then power off the Zone Bridge. Next, please power re-boot off your wifi equipment for 30 seconds with no lights on it, meaning no battery backup, then power it back up. While this equipment is powering back on then power re-boot off your Sonos units for the same time with no lights and plug them back in to power, no button pressing is needed. You can leave your bridge powered off and use Sonosnet from your wired Play:5 or C:Amp. While we are powering back on then re-boot the device(s) running the Sonos app. When reconnected then test the music playback for 30+ minutes and let us know the testing results along with an updated diagnostic report number here.

M

Intermittently losing connection to Sonos network, even when internet connectivity is stable.

 

Diagnostic # 130208596

 

Please, advise, this has been going on for awhile!

J
Badge

@Jeff S - that is incredibly helpful!!! Thank you. 

This way as I move equipment around the space I should be able to see in near real time if there’s any impact to the signal level and noise floor. 

I’ll keep you posted. Thanks again. 

Jeff S
Userlevel 7
Badge +20

@jhcovert That could be a factor. You can view diagnostic reports locally. To do so, head to a web browser and enter “http://IP address of Sonos Player:1400/support/review”. You can click on the room names to see the logs for each player, though some of it is rather arcane. The Network Matrix is a quick snapshot of the wireless status of the speakers, and may be the most helpful.

J
Badge

@Jeff S  - turns out our home security hub is located beneath the turntable and Connect so I'm going to be experimenting in trying to relocate things. While I appreciate your helping in this matter, is there not a way for the consumer to do a little more informed digging and troubleshooting? i.e. is there a way for us to decipher the diagnostic codes on our own or is this something that can only be looked at by Sonos? 

 

@Stanley_4 - I have a Sonos Boost wired into the system, so theoretically that should provide the same results, no? 

Stanley_4
Userlevel 7
Badge +22

Any chance you can wire any of the devices to Ethernet to get the traffic off the SonosNet WiFi?

Jeff S
Userlevel 7
Badge +20

@jhcovert Thanks for the update. There’s still a lot of wireless interference showing in your report. This is causing many communication errors between your players. The Turntable unit shows the most wireless noise, and is likely using the most bandwidth if you’re streaming a line-in source. See if there’s anything specific near that unit that could be causing interference, or see if you can move the Connect.

 

Also it’s a good idea to check the compression settings for your line-in connection. Setting it to compressed should help in case the line-in source is using too much bandwidth.

J
Badge

So sad to be back reporting that despite adding the Sonos Boost the drop out problem has returned. 
 

@Jeff S, any chance you can see what this new code means? 
 

diagnostic code: 1724179389

 

My fear is that it’s the same thing as it was last time: Google WiFi traffic and generally poor network management on behalf of that system. 
 

Thanks in advance. 
 

NOTE: this seems to happen most when I listen to my turntable through a Sonos Connect, and not so much when I stream music through a service like Amazon or Spotify. All music comes through the same two Sonos One units. 

B

I’m having similar issues.

Here’s my diagnostic report.  685317763.

R

I have struggled for two years or more with my system dropping out or cutting off completely. The App indicates that the music is still playing but crickets or intermittent from the speakers. Been on all these boards looking for answers because I love the system when it works. Finally solved the issues. I have too many wireless devices trying to access my WiFi router and the router can not process the requests. I tried making static IP addresses. WiFi extenders. Sonos Boost, Sonos router (no longer sold). Aaaargh! In the end I added a new WiFi router that is separate from my original home WiFi network. So two WiFi networks. The first continues to be my home network. Laptops, iPads, iPhones, etc. The second is dedicated to my Sonos system. I have an extensive Sonos system. Plugged my Sonos router into the new WiFi router and….it worked. No more dropping or intermittent songs. 

Jeff S
Userlevel 7
Badge +20

I am having similar issue. 

Here is my diagnostic report. 

1930739709

Hi there,

 

Thanks for sending in the report. Your system is losing connection to Amazon’s server while streaming. It’s not immediately clear from your report why this is happening. It would be best to continue troubleshooting this live with our phone team. Please give us a call, our number is found here.

U

I am having similar issue. 

Here is my diagnostic report. 

1930739709

I
Same issue - 323649842

Along with many other unresolved Sonos issues. Always same response from support, “Your network is the issue”
A
Badge
@Stanley_4 great I will try that and see where this goes

@John B I can do that, but my music library is so large that I’ve organized it into multiple playlists. (500 GB and 150,000 audio files). I get an error message every morning (after running scheduled updates at night) that the playlist files are too large and to delete some, but doesn’t tell me which ones. As a result my imported playlists on sonos are empty. I’ll ask about this at the same time.
J
If the music is stored on the computer then set up a Sonos music library and play music from there, instead of using Airplay.
Stanley_4
Userlevel 7
Badge +22
Time to submit a diagnostic and ask Sonos support to look at it, several 24x7 options on the contact page. They can give you an idea what is going wrong.
A
Badge
i am having this same problem and it is incredibily fustrating. I have invested thousands in Sonos equipment. I never, never had problems streaming from my iPhone to my wireless system. But now that will no longer be supported, I've been trying to stream via my windows desktop (through ITunes) to my airplay enabled Beam (and then to my other speakers). The sound constantly drops.....not with any regularity or beat, but randomly between every 10 and 30 seconds. I have tried restarted every system, rebooting the computer, connecting via wired, etc and it inevitably starts this behavior again and again. I've run interference troubleshooting, I have changed channels, I have upgraded my router....this just sucks...

I have spend so much money on Sonos and am pissed as hell.....
Airgetlam
The great majority of connectivity issues have to do with local issues in the local network, over which Sonos has absolutely no control. Perhaps you might submit a diagnostic, much like the previous person did, and be able to get some guidance from Sonos on how to correct the issues you’re experiencing with connectivity. And, in the tiny chance that there is something wrong with the Sonos speakers themselves, it would likely show up in that diagnostic, and you could jumpstart the replacement process.
Bruce
N
Same problem here. Most of Saturday setting and resetting my Sonos Ones. I used to sing their praise, now I certainly wouldn't recommend them to anyone, at ieast until they sort out the connectivity issues. Come on Sonos get a grip.
Jeff S
Userlevel 7
Badge +20
Also having the same issue: Diagnostic Conf #: 1770772928. Beyond frustrated!

Hi there,

Your diagnostic report doesn't show a whole lot as your controller isn't connected to your Sonos system. Please try the steps in this guide to get reconnected to your system.

If that doesn't help, try temporarily wiring in one Sonos unit to your router with an ethernet cable. This should simplify things and show us where the communication issue is by eliminating the wireless variable.
Jeff S
Userlevel 7
Badge +20
Same problem here. Diagnostic number is : 452188864

Hi there,

It looks like you have most of your Sonos units wired in, and some of them have been daisy chained together. How many units do you have wired into other Sonos units? If the chain is too long it can introduce latency which can result in errors like you've described. Please try reducing the number of daisy chained units to no more than 2 off of any one connection to your network. If that doesn't help, send along a new diagnostic report and I'll take a look.
Jeff S
Userlevel 7
Badge +20
here's another: 1462635174

Hi there,

Thanks for sending in the diagnostic report. It looks like there are some wireless communication errors between your components. Most of the time this is due to wireless interference. Please try changing the wireless channel your Sonos system is using. If that doesn't help, please send in a new report and reply with the confirmation number.
Airgetlam
That would be expected....the controller is just a remote control, and the speaker is the thing that's losing connection to the stream, not the controller. Give them a chance to look at that diagnostic, I'm sure they'll find something.
Bruce
S
Also having the same issue: Diagnostic Conf #: 1770772928. Beyond frustrated! And it's happening on my iPhone as well as my PC Controler. Aaaargh!
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