Anyone gotten calls over the last couple days re: Sonos and Ubiquiti not working? We don't sell Ubiquiti but we've had two calls in the last two days from random people wanting service as their Sonos suddenly stopped working when connected WiFi with Ubiquiti. All other devices work fine on WiFi...just not Sonos.

One of the customers says that when he connects an Ethernet cable from his Sonos device to his router, it works fine.

We haven't gotten out to investigate yet but I wanted to see if this is a thing. Sonos doesn't know of an issue.

Thanks in advance

We haven't received any reports, however, all of our systems use SonosNet.

I believe that Sonos pushed out an update on Tuesday and that there was some drama associated with the update. I received one report that "Update Failed" and we had some trouble for a few hours when attempting to install AMP. "Update not available".

Are you talking about airplay - "Sonos stopped working when connected wifi"


There is a known Sonos issue with airplay...

[Link: support.sonos.com]

I have a full Sonos system and Unifi stack here, all on latest firmware, and all rooms are working fine via SonosNet. BTW Unifi just release a big update to the controller software and firmware on all the hardware. Suggest your client should update...

It isn't with just Airplay...none of the Sonos units will even see the network on WiFi. We're going out to one of these houses tomorrow and we'll see if SonosNet works.

It's odd that we got 2 calls in 2 days about this issue and we rarely have network problems with Sonos at all. I just wanted to be preemptive to see if anyone else was experiencing the same.

Thanks for the info!

UPDATE

We ended up visiting both residences. In both instances, Sonos stopped working with Ubiquiti products. These were jobs that had been working for years.

On one particular project, the Sonos Playbar would connect via WiFi but the Sub and Play1 rears wouldn't include to make a SS area. We did all the normal things that would normally address this. We also swapped the soundbar and it still misbehaved. Once we went from the Ubiquiti network to the cable-company supplied router and added a Boost, everything worked fine (we tried using the Boost with Ubiquiti and it wouldn't work).

We don't do Ubiquiti so we don't get a lot of exposure to their networks. However, we do a lot of Sonos so i found it odd that we got 0 calls from the 100s of Sonos systems we have out there (many on WiFi) but that we got 2 problem calls in a week that had Ubiquiti networks in place.

Moral of story: If you have Sonos and Ubiquiti and things don't work, use SonosNet, a Boost and possibly a secondary network.

I had trouble setting up a Sonos system yesterday, just a bridge and four connect amps. Took repeated tries to get updates to go through. Just chalked it up to clients mediocre network, which will get an upgrade next week.

Another client texted today with Sonos and Spotify issues. We’ll see how that one works out. That one has an Eero Wi-Fi set up that has been flawless otherwise.

With respect to BRIDGE, always measure the power supply voltage. It should be about 5.1 volts. Less than this you’ll have erratic operation. In some cases I’ve seen them take down the network.

It is brand new FWIW. I've changed a couple as well.

I was told recently that when you do a soundbar with sub and speakers its best to have the soundbar hard wired... I ran through this setup for over an hour, and after wiring the soundbar, everything came right up!

CI

If it is a PlayBar, then that is required. If you’re using a new Beam with the new AMP, then hardwired is not needed.

???
That house I think I mentioned to you awhile back, I had Playbar with Sub & Play:1 for surround in 3 different rooms of the house. All completely wireless. No problems setting up and no problems working since.

Was this a determination by Sonos on their part? I've had several systems over the years pull a network down to a standstill. Usually the big indicator is link lights on one of units (ie. connect) that are both on sold--yellow and green.

Very recently this happened and had to play whack a mole with cat 5 cords and such to finally let the offending unit be "mesh" only and no cat 5 connected. Would your example be similar? but the mains plug has no transformer for connects and most sonos items.

I will put this idea in the mental troubleshooting toolbox. Thanks!!

SonosNet (mesh) requires at least one wired unit. If there are no wired units you are using WiFi mode. A wired BRIDGE or BOOST puts the system in SonosNet mode. Any of the Sonos units can be a mesh node. BRIDGE and BOOST are nodes with the audio capability stripped out in order to keep costs down. Use them when the most practical Ethernet port does not need nearby audio or they can be used to improve SononNet coverage to a distant area. Any combination of wired and wireless is welcome. If you use managed network switches, make sure that the Sonos ports are set for STP, not RSTP.

Sonos support may not be as eager to condem the BRIDGE power supply as I am. My strategy has been, when a system is being weird, assume that the BRIDGE power supply is the bad guy until proven otherwise. This saves a lot of diagnostic time. There are many potential symptoms when the power supply goes south. Rebooting BRIDGE may seem to cure things for a while — at least long enough for you to pull out of the driveway. BRIDGE may not reboot after a firmware update. It’s link lights may be ON while nothing is connected. And, I’ve seen them take down the network. I have never taken the time to explore exactly how this is done because identifying and fixing the cause is so easy. This can be very frustrating because the power supply voltage may rise a little if it is rebooted and BRIDGE will work for a while. This will result in the diagnosis of “bad BRIDGE”. For the record, I have yet to encounter an actual BRIDGE failure, it has always been the power supply.

I also have seen a couple ZP100’s take down a wired or wireless network. This is easy to diagnoses — simply remove power. Note that, while this is on my “aware” list, it is not on my short list of troubleshooting things to do.

For those who are new to Sonos or hesitant to specify them because of my comments above, remember — here we are in the hospital and it’s easy to come to the conclusion that “everyone” is sick. The vast majority of my Sonos systems have been “install and forget”.

I may have read that previous comment incorrectly, because I thought he was talking about built-in speakers and connect:amp. I probably read way too much into it.