speakers out of sync

  • 18 August 2016
  • 90 replies
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90 replies

Tom B - thanks for the detailed response. I've been out of town but back now and will start the tests as you requested. More later. Thanks again - Hahv
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You're quite welcome. This is found in the anacapa.
Thanks Tom. Would the 'Clock Pull' messages be seen in anacapa.trace or in dmesg?
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Hi ratty, this would be 'Clock Pull hit the bottom rail', or top rail. Those SNTP messages we don't really need to worry about. The issue is not network related until an affected player starts broadcasting streams with clock times the other group members cannot match.
we will see the error on the diagnostics for the other members of the group
Tom, would this be the "SNTP success after N failures" type of message or something more serious?
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Hi Hahv, it looks like one of your Sonos players has a hardware fault which is causing it to lose synchronization with the rest of the system. This is a bit of a rare fault and it can be a bit difficult to narrow down on the player which is experiencing it. Basically, when the faulty player is the leader of a group (i.e you pressed 'group' on this player, and then added others into this) we will see the error on the diagnostics for the other members of the group. Have you noticed the problem occurring on specific group setups? To determine which one has the fault for sure, we're going to need to test groups of two players playing for about three hours each, which seems to be how long it takes to manifest.

For example, press 'group' on the Dining Room and then group in one other zone and play for three hours. Send us a diagnostic after that and we can see if the Dining Room is OK or not. I'm afraid you'll have to repeat this test for all players as a group leader, unless you hear a problem. You can treat your Kitchen zone which is a stereo pair as a group of it's own. Just play some music on the Kitchen only. If you can hear that one grouping test gives you music de-synchronization, you can stop testing at that point as we will have found the culprit. Send us diagnostic numbers for all the tests that you do.


And whomever from Sonos helps Hahv out, would you mind posting here? I'm trying to figure out how this is actually possible, given what I know about the way the system works, and would love to get an explanation as to how it is resolved, in order to increase my knowledge base.

Thanks. And Hahv, best of luck!


Hey Airgetlam, this is purely a hardware issue and can only be resolved by replacing the affected unit. We actually can't share that much info here about the inner workings of the players, but there's a part which generates clock timings and this is failing.
Hi Nico,

See my original post. Diagnostics #6685486 submitted earlier today.

Hahv
Hi Hahv


Feel free to submit a diagnostic from your Sonos system and reply back with your confirmation number. We'd be happy to have a look.
Airgetlam, thanks. I'll reply back again if the response from SONOS doesn't show up here. Cheers, Hahv
And whomever from Sonos helps Hahv out, would you mind posting here? I'm trying to figure out how this is actually possible, given what I know about the way the system works, and would love to get an explanation as to how it is resolved, in order to increase my knowledge base.

Thanks. And Hahv, best of luck!
Oh, I've been using Pandora exclusively when this happened (but I've been using Pandora most of the time ever since I got my first Play1 a couple years ago...)
HI, I've got a similar problem. I've got a paired set of Play1s in the kitchen, a single Play1 in the Dining Room, Bedroom, and Portable in another room, and a Connect in my family room. Over the last week or so, I've had the various rooms go out of sync with each other (especially noticed kitchen and dining room, but I think also the family room for sure). I've tried ungrouping and regrouping, which works for a while, but the next day they are out of sync again. I've submitted diagnostics under 6685486.

Thanks,
Hahv
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As ratty said, we'd be happy to take a look at a diagnostic if you use the directions here to submit a diagnostic from your Sonos system and reply back with your confirmation number.

Also, what source of audio are you listening to that's out of sync, and with which rooms do you notice this?
You'll need to submit a diagnostic and post the number so Sonos Support can take a look. The first place one would probably look is in the player logs for major SNTP failures.