Sonos One disconnecting from WiFI



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I am having a similar issue. Please advise.
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I see that your system is having a hard time communicating due to interference from nearby networks running on the same wireless channel as your router. Try changing your router's wireless channel to 11, which is much less crowded.
Same issue here. Was connected to wifi just fine. Then stopped working and won't connect again. 674072174
Userlevel 7
Badge +20
Same issue here. Was connected to wifi just fine. Then stopped working and won't connect again. 674072174

Thanks for sending in the report. I can't see any information from your Sonos system as the app is not connected. I do notice that your phone is connected to a guest network. Often times guest networks have limited connectivity, allowing for internet access, but not communication between devices like your computer and speakers. Do you have a main wireless network you usually connect through? Try that and see if you can get connected to your Sonos system.

I'm having a similar issue - diagnostic report 222600708

I'm having the same issue. I've tested my wifi speeds and there are no issues, my other apps work fine, but the Sonos app is constantly disconnecting and saying it can't find my wifi. This is extremely frustrating, as Sonos is essentially useless.

Diagnostic 1352841326

Userlevel 7
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I'm having a similar issue - diagnostic report 222600708

Thanks for the report. There’s not much information there as your controller is not connected to your speaker. This can happen for various reasons. Please follow the steps in this guide, which covers the most common causes of this type of issue. 

 

If that doesn’t help, it would be a good idea to troubleshoot this live with our phone team. You can find our number and hours here.

Userlevel 7
Badge +20

I'm having the same issue. I've tested my wifi speeds and there are no issues, my other apps work fine, but the Sonos app is constantly disconnecting and saying it can't find my wifi. This is extremely frustrating, as Sonos is essentially useless.

Diagnostic 1352841326

Hi there,

 

In your report I see that your Android is not connected to your speaker. This guide should help you get reconnected. If that doesn’t do the trick, it may be best to work with our phone team as they have more tools available and can troubleshoot live. Our number can be found here.

Same issue. I have all my speakers on reserved leases. Diagnostic 1588144545

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Same problem for me. I spent 3 months with the support team and changed the speaker once. It did not help. The solution was to get rid of the One, which is, said the support team, very sensitive (unstable) in term of network connection. 
Hopefully all my other speakers, Play 1, 3 and 5 don’t face any problem.

Unfortunately Sonos does not want to officially acknowledge there is a problem with their One speaker. Until the issue - hardware or software- is not solve, people will always have problems. 

Same problem for me. I spent 3 months with the support team and changed the speaker once. It did not help. The solution was to get rid of the One, which is, said the support team, very sensitive (unstable) in term of network connection. 
Hopefully all my other speakers, Play 1, 3 and 5 don’t face any problem.

Unfortunately Sonos does not want to officially acknowledge there is a problem with their One speaker. Until the issue - hardware or software- is not solve, people will always have problems. 

My personal experience has been somewhat different.

I have a remote (add-on) utility room (extension) near to my rear garden area that’s a good forty feet away from my front room based netgear router and Sonos Boost. In-between the Boost and utility, there are two breeze-block walls and an outer insulated brick wall and my Sonos One’s in the utility communicate just fine directly back to my Sonos Boost. I can’t say I have ever had any issues with the Sonos One Speakers.

The Sonos Move speaker that I sometimes take into the rear garden and place on the patio table also works equally well.

Perhaps you live in a rather unique environment that has some kind of WiFi interference?

Anyhow, I was certainly that impressed, that I have just purchased the Sonos One SL from a local store (John Lewis) and added that to my Sonos account two days ago and so far that’s working okay here too.

So it seems each of our experiences of the Sonos One Speaker is rather different and very much poles apart.

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@Ken_Griffiths 

WiFi interference? This is the magic word used by Sonos support - an easy copy/paste, just look at the answers, they just look the same - who are in my humble opinion far from being network specialists. 

Strangely I never had any issue or interferences before and suddenly I’ll be unlucky? 

It is the same problem with the Bluetooth issue on the iPhone 11. On Apple forums thousand of people are complaining about disconnections.
Personally I don’t have any problem. However it does not mean there is no problem with the iPhone 11. Apple is known to always wait for a class action or bad press to acknowledge a problem. A criteria of some arrogant companies that think their products are excellent and only the user is the problem. 

My Sonos one and beam work great for a limited time then they appear as offline. They seem to be losing their wifi connection. If I reboot my wifi router, it starts working again for about 15-30 mins then goes offline. If I wait long enough (30-60mins) it’ll come back online for another 15mins then go offline again. All speakers are in the same room within 15 feet of my router. 

Support info, 2024679671

 

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@Ken_Griffiths

WiFi interference? This is the magic word used by Sonos support - an easy copy/paste, just look at the answers, they just look all the same - who are in my humble opinion far from being network specialists. 

Strangely I never had any issue or interferences before and suddenly I’ll be unlucky? 

It is the same problem with the Bluetooth issue on the iPhone 11. On Apple forums thousand of people are complaining about disconnections.
Personally I don’t have any problem. However it does not mean there is no problem with the iPhone 11. Apple is known to always wait for a class action or bad press to acknowledge a problem. A criteria of some arrogant companies that think their products are excellent and only the user is the problem. 

 

Userlevel 7
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My Sonos one and beam work great for a limited time then they appear as offline. They seem to be losing their wifi connection. If I reboot my wifi router, it starts working again for about 15-30 mins then goes offline. If I wait long enough (30-60mins) it’ll come back online for another 15mins then go offline again. All speakers are in the same room within 15 feet of my router. 

Support info, 2024679671

 

That diagnostic is only showing the controller, so the two devices had dropped by then. Generally speaking, I’d start with trying to change your router’s wireless channel. Also, in case it’s an issue with the router’s wireless, are you able to try wiring one of your Sonos devices into the network? If you can, than you’d be seeing if the SonosNet is performing better than your router’s wireless.

Bruno92,

Not sure why you’ve posted the same post twice, but just to say I don’t have the iPhone 11, but do use the iPhone XR and iPad with iOS 13.3 and those devices are working fine here with the 'Move’ Bluetooth etc.

Wifi interference issues? ... I have 20+ Sonos devices about the Home and have chosen to run them on the Sonos STP wireless protocol. Some strategic devices are wired to reduce interference that appears around the units in the Sonos Network Matrix, but most run on a wireless signal. 

I have set the SonosNet channel to sit 5+ channels away from the routers non-overlapping 2.4ghz chosen channel, which I fixed, post WifiInfoView scan of my locality, as it’s nice/helpful to understand the neighbouring channels that exist from the neighbours. Note these will change, from time to time, as neighbours do like to reboot their auto-channel-selecting WiFi routers. 

Wifi credentials are not stored in my Sonos App (Network/Wireless Setup), as recommended by the members in this community and I have placed the Sonos ‘Moves’ onto my 5ghz WiFi Band to prevent fallback to 'mixed mode', which those speakers may allow, as they are unable to run on SonosNet (which is obviously a good thing for all moveable nodes accessible in an STP environment).

The other thing I have done to improve stability, is to set the IP addresses of all Sonos Products as ‘Reserved’ in the main routers DHCP Reservation Table and personally chosen to set them high up in the subnet, in sequence, just to keep things tidy and out the way of other devices.

My Sonos matrix connections are all showing green connections between the SonosNet STP connections and that shows that interference in/around and also between the products is minimal and so all are in good shape.

All access points wired and wireless, around the home, are compatible with Sonos and I have set them all to the same SSID’s and 'fixed' WiFi channels as the main router to assist with the mDNS multicast packet communication.

I tend to run most non-Sonos products on the 5ghz band where practical and ensure there is good distance between Wireless enabled products.

Of course many folk don’t go to such an extent to reduce there own WiFi interference for Sonos purposes and are often quite happy that their home non-Sonos wireless network devices have good access to the internet and they think that’s all there is to it, but in fact the notion that everything else is working fine on a home Network has nothing at all to do with the WiFi interference that Sonos Staff, or the community members here often talk about.

There is plenty of good advice from both the Staff and experienced members in this community here and it’s quite easy to follow their advice if you can find a bit of 'downtime' to read those things. I have learned a lot myself from reading many of the often highlighted threads here ...and for a good number of years now, my fairly large Sonos system has remained extremely stable and trouble-free.

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Bruno92,

Not sure why you’ve posted the same post twice, but just to say I don’t have the iPhone 11, but do use the iPhone XR and iPad with iOS 13.3 and those devices are working fine here with the 'Move’ Bluetooth etc.

That was a mistake. I corrected a word and for some reason it duplicated the email.

Wifi interference issues? ... I have 20+ Sonos devices about the Home and have chosen to run them on the Sonos STP wireless protocol. Some strategic devices are wired to reduce interference that appears around the units in the Sonos Network Matrix, but most run on a wireless signal. 

Only a webcam and IoT electric plugs are wireless, everything else at home is wired. I have less speakers that you, 7 only. Also, I don't want to get into a STP framework. I left the PC to Mac to spare my time in technical matters.

I have set the SonosNet channel to sit 5+ channels away from the routers non-overlapping 2.4ghz chosen channel, which I fixed, post WifiInfoView scan of my locality, as it’s nice/helpful to understand the neighbouring channels that exist from the neighbours. Note these will change, from time to time, as neighbours do like to reboot their auto-channel-selecting WiFi routers. 

I did the same thing with another tool, WiFi Explorer. 

Wifi credentials are not stored in my Sonos App (Network/Wireless Setup), as recommended by the members in this community and I have placed the Sonos ‘Moves’ onto my 5ghz WiFi Band to prevent fallback to 'mixed mode', which those speakers may allow, as they are unable to run on SonosNet (which is obviously a good thing for all moveable nodes accessible in an STP environment).

Not relevant for me because I do not own a Move speaker.

I tend to run most non-Sonos products on the 5ghz band where practical and ensure there is good distance between Wireless enabled products.

Same here. However most if not all home devices certified HomeKit are still on 2.4Ghz. I am waiting impatiently for WiFi 6 devices.

Of course many folk don’t go to such an extent to reduce there own WiFi interference for Sonos purposes and are often quite happy that their home non-Sonos wireless network devices have good access to the internet and they think that’s all there is to it, but in fact the notion that everything else is working fine on a home Network has nothing at all to do with the WiFi interference that Sonos Staff, or the community members here often talk about.

Yes maybe. However I have friend who won Devialet and Cambridge speakers and they don't have any issue at all. I wondering why...

There is plenty of good advice from both the Staff and experienced members in this community here and it’s quite easy to follow their advice if you can find a bit of 'downtime' to read those things. I have learned a lot myself from reading many of the often highlighted threads here ...and for a good number of years now, my fairly large Sonos system has remained extremely stable and trouble-free.

 I took more time that I should have. 2 weeks with Twitter support and 2 months with the telephone one is not what I will call a lot of downtime.

Also, remember that the problem is ONLY with SONOS ONE. Not issue at all with my other devices.

Finally I got another speaker, and let’s cross the fingers, the problem seems to have disappeared. 

 

I have this issue with one Sonos One in my set up. Constantly not visible in the app and have to reconnect. Diagnostic report no: 1500510081

Userlevel 7
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You might want to try the 24x7 support options, staff is thin here on the weekends. See the contact page.

Hi there, having similar connectivity issues. Google Nest mesh Wifi, Android OS etc.
Diagnostic report # 640042392.

 

Thanks

Hi there, having similar connectivity issues. Google Nest mesh Wifi, Android OS etc.
Diagnostic report # 640042392.

 

Thanks

It's quite likely caused by the google hubs automatically channel hopping. See this link perhaps about wiring a sonos device to thd main google hub and running the system on a sonosnet signal instead …

https://en.community.sonos.com/troubleshooting-228999/airplay-issues-6831275#post16404300

Hi there, having similar connectivity issues. Google Nest mesh Wifi, Android OS etc.
Diagnostic report # 640042392.

 

Thanks

It's quite likely caused by the google hubs automatically channel hopping. See this link perhaps about wiring a sonos device to thd main google hub and running the system on a sonosnet signal instead …

https://en.community.sonos.com/troubleshooting-228999/airplay-issues-6831275#post16404300

Thanks for the reply. So If I have read things correctly, my only option is to use my Sonos One while it it plugged into my Google Nest Router via ethernet cable?  That would be useless as my router is on a different level of my house from where I want to use my Sonos. It’s really too bad that Sonos couldn’t figure out an easy fix for using this device with Google’s WiFi setup. If I can’t figure this out I’ll have to try to get my money back and move on from using Sonos products. :-(

Thanks for the reply. So If I have read things correctly, my only option is to use my Sonos One while it it plugged into my Google Nest Router via ethernet cable?  That would be useless as my router is on a different level of my house from where I want to use my Sonos. It’s really too bad that Sonos couldn’t figure out an easy fix for using this device with Google’s WiFi setup. If I can’t figure this out I’ll have to try to get my money back and move on from using Sonos products. :-(

 

For situations when the Sonos device(s) are not near the router hub, Sonos offers the Sonos Boost as a less expensive wired unit.  See here:

Sonos Boost

Thanks for the reply. So If I have read things correctly, my only option is to use my Sonos One while it it plugged into my Google Nest Router via ethernet cable?  That would be useless as my router is on a different level of my house from where I want to use my Sonos. It’s really too bad that Sonos couldn’t figure out an easy fix for using this device with Google’s WiFi setup. If I can’t figure this out I’ll have to try to get my money back and move on from using Sonos products. :-(

 

For situations when the Sonos device(s) are not near the router hub, Sonos offers the Sonos Boost as a less expensive wired unit.  See here:

Sonos Boost

That would be a great solution. I just wish I had known that I would need to spend even more money for that when I bought my One.

A network device needs a good network to connect to. It’s somewhat difficult for Sonos to know in advance that you may have challenges in your specific setup. In most cases these days, a BOOST isn’t necessary. However, in some situations, including mine, it’s extremely useful. I also don’t have any speakers anywhere close to my router that I could easily wire to. I found the original BRIDGE to be useful, and when the BOOST came out, I upgraded to that. 

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Added a Sonos one Gen 2 to my set up.

Currently running 2 boosts over sonos net and had no issues with my 2 x play3, 2 x play 5, play bar, sub and 2 x play 1

Now added sonos one gen 2 to the system it will play for a bit and then just drop out and then come back.

Set a play 3 up next to it, ungroup and stream the same radio station to both. the play 3 never missed a beat but the Sonos 3 kept stopping the music.

All upgraded to the latest firmware

Reset the speaker numerous times and added back to network no change

 

Sent Diagnostics report number # 1249919824

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