speakers out of sync

  • 18 August 2016
  • 90 replies
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90 replies

So my pair of Play 1's are falling out of sync.
I have gotten no response from my request to check my diagnostic code.
7409071 is my diagnostics code.
Help!
Thanks!
Hello yossilanger, are you still experiencing this issue? Unfortunately, your diagnostic came through with no information on it, Mind Submitting another?

FriendOfTheDevil please submit a diagnostic then post the confirmation code. Directions here.

machomaz21 mind temporarily wiring the PLAY:3 to your router, testing the audio, then submitting another diagnostic while the player is still wired?

ChrisB-BA we look at each incident on a case by case issue, as there can be other reasons for players to get out of sync. Mind submitting a diagnostic so we can take a look at your system?
So my pair of Play 1's are falling out of sync.
This time it happened when I started replaying music frlm the previous group I had been using on Spotify.
7409071 is my diagnostics code.
Help!
Thanks!
Next time it happens, I'd recommend that you submit a system diagnostic and post the number here. There might be relevant data in the log files that are included with that.
I am having the same issue after years of having the Sonos Play 1 and Play 5.
Never had syncing issues. Now my den Pair of Play 1 Speakers keeps getting out of sync. I just closed app, and ungrouped them, regrouped and issued seems to have corrected.
Primarily use Spotify.
Userlevel 4
Badge +3

I've submitted a diagnostic report to support ( #7391529). Any help with this would be greatly appreciated.


Hi Dermot, it looks like your speakers are actually connecting to different access points. One is joining a Netgear device and the other to a TP-Link. My advice would be to change the wireless SSID (name) of the network being produced by one of those, so that both Sonos players must join the same one. For example if the TP-Link is an extender, you can log into it and change the SSID to something like 'your-network-name_EXT'.


I am experiencing the same issue. The connect that is also acting as the boost base station (and is incidentally brand new) is out of sync with the other 3 devices. Diagnostic code 7394265.

Hi cfbroom. welcome to the community. Your diagnostic did not come through properly, indicating some data transmission problems there, which are most likely related to your issue. Try connecting a Sonos player directly to the router, if you haven't already, and sending the diagnostic again. In this situation, the most likely scenario is wireless interference. Check out our help article on this and follow the steps there.
I am experiencing the same issue. The connect that is also acting as the boost base station (and is incidentally brand new) is out of sync with the other 3 devices. Diagnostic code 7394265.
Hi,

I am having the same problem - Play:1 speakers paired as L+R, one speaker gradually goes out of sync and starts to lag 1-3 seconds behind the other. Rebooting the speaker brings it back into sync for a few hours. Everything is up to date software-wise.

I've submitted a diagnostic report to support ( #7391529). Any help with this would be greatly appreciated.

Thanks,

Dermot
You should be able to update the speakers from any controller. It would be under "settings" on a mobile device.
Using phone app?
Badge +1
Similar problems. I have 3 Sonos5, sub, playbar. 2 sonos1. One of the 5s has slipped out of sync. Diagnostic 7372693.

Thank you in advance for your help!


Hi snaurath, Lets start by updating your system. Go to Settings > Online updates. This will restart the units, afterwards let me know if the sync issue continue.
Similar problems. I have 3 Sonos5, sub, playbar. 2 sonos1. One of the 5s has slipped out of sync. Diagnostic 7372693.

Thank you in advance for your help!
Userlevel 1
Badge +1
Hello ChrisB-Ba, Thanks for following ratty's suggestion to submit the diagnostic report. Taking a look at the report, I do have a few questions. Your BRIDGE has a cable in each of its Ethernet ports. Assuming one is going directly to your home's router where is the 2nd ethernet connection going? I am also noticing quite a bit of wireless interference in your area. It'd be best to start with changing your Sonos wifi channel. Steps here: https://sonos.custhelp.com/app/answers/detail/a_id/1230. The last step I would suggest taking is to power cycle the right side of the 'Man Cave' stereo pair. Once you have made these adjustments, please test playback again and let us know how it goes.

In regards to the warranty period on your players, the coverage would be one year from the initial registration date of the player. Warranty Terms
Yeah, that was a joke. 🙂 But thanks for the amazingly fast response.

Diags # is 7366761

I also had a look to see what the warranty is in Canada, but it doesn't seem to appear on the website. (the most conspicious link only provides "declarations of conformity" http://www.sonos.com/en-ca/support/policies.html#warranty_coverage).
+1. Just started happening with paired Play3 set. Based on the number of recent posts, the problem appears to be growing. Does the hardware inside these speakers come with an expiration date...?
Submit a system diagnostic and post the number. If there's a hardware issue Sonos Support would be able to diagnose it.

And no, of course Sonos players don't have an expiration date. Sonos continues to support all their player hardware with software upgrades, right back to units purhased in 2005. That said, the internal components of all electronics will age eventually.
+1. Just started happening with paired Play3 set. Based on the number of recent posts, the problem appears to be growing. Does the hardware inside these speakers come with an expiration date...?
I also have this sync issue with a stereo pair after a couple years without incident. I have an open ticket now trying to sort it out (170427-000219) and will add anything useful I learn. I also use Pandora most of the time, but haven't tested to see if it only happens with that source.
I just started having the same exact issue as tstreet in the first thread. One of my Play3s is out of sync with the rest of my speakers when using Pandora. I've never had this issue in two years. My diagnostic confirmation number is: 7332881. Thanks!
Userlevel 2
I am having this same problem all of a sudden. It is with a pair, not a group. A stereo pair that keeps getting unsynced. Can you help please?
Hey, I'm having this issue currently. Just submitted diagnostics, confirmation number 7259130.
Do we have a solution yet?
As the diagnosis was evidently a rare hardware fault the 'solution' would be replacement of the affected unit.

Describe your problem.
Do we have a solution yet?

Thanks,
Thys
Hi Hahv


Thanks for performing so much troubleshooting already. Determining which Sonos device is creating the sync problem takes a bit of deduction. Even if the Clock Pull message is showing up in one or more of the Anacapa logs, it doesn’t necessarily mean that specific player is malfunctioning.


Would it be possible to for you to call in and we’ll help you get the misbehaving device identified? I’ve created an troubleshooting ticket for you; if you provide the incident number the the technician, it will save you time on the call.


Incident Number: 161103-001648


Tech Support Contact Information: http://www.sonos.com/en-us/contact
Tom B - okay, ran the Living Room Connect as the group lead, and the Dining Room Play1 as the follower, and they are definitely out of sync. Diagnostics number is 6706279.

Let me know what I should do next.

Thanks,
Hahv
Tom B - okay, I ran the kitchen pair for 3.5 hours. Didn't hear anything amiss. Diagnostics submission is 6705469.

Next, I'l try the Family Room as group leader and Dining Room as follower.

Hahv