Audio playback stops or skips

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Streaming from an online music service or radio station

Please attempt the following troubleshooting steps in order:

– Check if an outage has been reported for the music service you’re using
Confirmed music service outages will be posted at the top of sonos.com/support. It’s possible that the service is experiencing an outage that has not yet been reported. If you don’t see an alert, continue with the steps below.

– Attempt playing music from another online music service
Attempt to play tracks from a different music service on your system, such as Radio by TuneIn, and see if the audio interruptions continue. If the second music service plays without any abnormal skipping or stopping, contact Customer Care to report a potential outage for the service that is experiencing audio interruptions.

– Check your Internet connection speed
If your Internet connection slows significantly, the speed at which Sonos is able to stream from an online music service may be reduced, resulting in audio skipping or other interruptions. Try loading webpages and videos, preferably from a wired computer or laptop that is connected to the same network as Sonos, to make sure your Internet connection is working properly. If you notice unusually slow Internet speeds, please contact your Internet Service Provider for assistance.

– Take steps to reduce wireless interference
Your Sonos products may be having difficulty communicating wirelessly with one another or your router, which can oftentimes be alleviated by changing the wireless channel your Sonos system is operating on. Wireless environments have the potential to become congested with many devices using the same air space, and changing the wireless channel can clear up these issues. Read more about how to change the wireless channel and other steps for reducing wireless interference in our article: Changing the wireless channel.

Streaming tracks that are stored in your music library or on a mobile device

Please attempt the following troubleshooting steps in order:

– Ensure the computer, phone, tablet or Network-attached storage (NAS) device that contains the tracks is powered on and connected to your WiFi network
The device that contains the tracks may not have a strong enough connection to your home’s WiFi, or be completely out of range of your WiFi network (e.g., tracks in the queue will not play if the files are stored on a phone which is no longer within range of the WiFi network Sonos is connected to). Ensure the device is powered on and, if possible, move it closer to your home’s wireless router to strengthen the wireless connection.
If moving the device closer to your router eliminated the audio interruptions, your WiFi connection is not strong enough to reach the location where the device was originally sitting. However, you may be able to improve the performance of your WiFi network by changing the wireless channel on your home’s router. In some cases, this may increase the range of your home’s WiFi. More information on this can be found in the section below.

– Take steps to reduce wireless interference
Your Sonos products may be having difficulty communicating wirelessly with one another or your router, which can oftentimes be alleviated by changing the wireless channel your Sonos system is operating on. Wireless environments can get congested with many devices all using the same air space and changing the wireless channel can clear up these issues. Read more about how to change the wireless channel and take other tips for reducing wireless interference in the following article: Changing the wireless channel.

Streaming audio using Line-In

Please attempt the following troubleshooting steps in order:

– Take steps to reduce wireless interference
Your Sonos products may be having difficulty communicating wirelessly with one another or your router, which can oftentimes be alleviated by changing the wireless channel your Sonos system is operating on. Wireless environments can become congested when many devices are communicating wirelessly within the same air space. Read more about how to change the wireless channel and take other tips for reducing wireless interference in the following article: Changing the wireless channel.

– Change the audio compression setting for Line-In
Changing the audio compression setting to Compressed will be less taxing on the wireless network and may alleviate the audio stops or skips.

To change the Line-In compression setting, select one of the following options:

– On iOS or Android: From the More tab, select Settings > Advanced Settings > Audio Compression.

– PC: Select Manage > Settings > Advanced.

– Mac: Select Sonos > Preferences > Advanced.

Watching TV with Sonos Playbar, Playbase, or Beam

If you are experiencing audio interruptions when watching TV with the Sonos Playbar, Playbase, or Beam, please try the steps outlined below.

– Check the audio source
Try playing a different channel or input on your TV and check if the dropouts are eliminated.

– Bypass your TV
Unplug the optical cable from your TV and plug your Sonos Playbar, Playbase, or Beam directly into another source that has an optical connection, such as a cable box or Apple TV. If there are no more dropouts, there may be a problem with the signal the TV is passing.

– Inspect the optical cable
When your TV is powered on and the optical cable is connected, you should see a red light coming from the optical cable. Make sure you are checking the end of the optical cable that would be plugging into your Sonos Playbar, Playbase, or Beam (using the optical adapter). Make sure the optical cable is properly seated and not severely bent or kinked anywhere. Try a different optical cable if possible.

– Reboot the source
This may be a cable box, a Blu-ray player, or a gaming entertainment system. The signal from these devices can sometimes get corrupted and a reboot can quickly resolve the issue. Unplug the device from power for 10 seconds and plug it back in.

– Verizon VMS1100 Set Top Box owners
There is a known issue with the Verizon VMS1100 set top box which causes audio interruptions when listening to Dolby Digital content. If you are experiencing audio interruptions when watching TV, this workaround should resolve the issue.

– Play a different audio format
Attempt playing another audio format to narrow down the problem. The Playbar, Playbase, and Beam support Dolby Digital and Stereo/PCM formats. Depending on your TV, you can often change the audio format in the Audio settings of the TV connected to your Sonos home theater speaker. Check the user manual of your TV for specific instructions.

– Check for firmware updates on your TV
Depending on the TV model, this option is often found under Settings > Software Updates. Check the user manual of your TV for specific instructions.

Contact Us!

If you are still experiencing issues, please don’t be afraid to send us a detailed email and we will respond promptly.