Random, "error locating file" messages

[heroildo]

I submitted this to support as a question and it's the second time I've reported the same issue. I'm hoping someone here can help.

To summarize,

(a) for some bizarre reason, my 1st floor handheld controller has taken to randomly locking up and refusing to connect to a Zone player, forcing me to reboot it to re-establish it's connection.

(b) my zones (one at a time, at random), seem to lose their connection and I recieve errors saying that the file I'm trying to play cannot be located. It's extremely frustrating and there appears to be no reason why this is happening. This morning my "Exercise" zone could not locate the music and this afternoon, it's working (and I did absolutely nothing). This afternoon, my "1st/2nd Floor" zone is now exhibiting the same behavior; it cannot find the music; yet all the other zones work fine.

Anyone else come across this?

Thanks, hm

original text to support --

I've reported this issue before and I was told that it was probably my ethernet switch (LinkSys). I've since replaced the switch, but I am still seeing these errors from time to time.

My Network:

1. 1 Airport Extreme Basestation in basement (Main basestation, DHCP Server, Firewall, NAT), directly connected to my cable modem and directly connected to a "TrendNet TE100-S16 10/100 Mbps n-way Switch".

2. All of my Sonos Zones are directly wired into the switch and I have absolutely no problems with any other networked device in my house. Only the Sonos! In addition, for some bizarre reason, my 1st floor handheld controller has taken to randomly locking up and refusing to connect to a Zone player, forcing me to reboot it to re-establish it's connection.

3. My Networked Equipment:

a. Exercise Zone, in basement

b. 1st/2nd Floor Zone, in basement, connected to Whole House Amp

c. Master Bedroom Zone, on 1st Floor Master, directly wired switch

d. Patio/Deck Zone, in basement, directly wired to switch.

e. Windows Xp/MCE File Server with all Music on \\MediaServer\Music

f. Apple Powerbook (wireless at times)
g. Mac Mini (wireless at times)
h. xBox 360 (wired)
i. Buffalo Link Theater (wired)
j. IBM ThinkPad (wireless)

4. 1 Airport Extreme Basestation in 2nd Floor Equipment Room, bridges wireless to provide wireless on the 2nd Floor. In an attempt to provide whole house wireless coverage/roaming.


For some reason, my zones (one at a time, at random), seem to lose their connection and I recieve errors saying that the file I'm trying to play cannot be located. This happens on both the Desktop Controller Software (windows/mac) or the actual handheld controllers.

It's extremely frustrating and there appears to be no reason why this is happening. This morning my "Exercise" zone could not locate the music and this afternoon, it's working (and I did absolutely nothing). This afternoon, my "1st/2nd Floor" zone is now exhibiting the same behavior; it cannot find the music; yet all the other zones work fine.

[lvs]

I had a similar problem when I first setup my zoneplayers. My controller would typically lose connection and have to be rebooted, sometimes several times before it would reconnect. Once reconnected it would be fine for about 24 hours.

It sounds like you might be having an interference issue. I changed the wireless channel from its default and I have had only one lockup on the controller since.

[ranaes]

I've had the same issue, but don't have any wireless problems. This happened after my latest upgrade of operating systems. One zone, my 'Master Bedroom' would randomly say the music was not available, although I could access the storage computer from my tablet PC. I've emailed support without any help.
One day the Zone player will work, the next day it won't. If I reset my queue on a 'nonwork' day, however, it will work again for about 15 minutes. It plays internet radio without a problem, however.

I haven't come across a solution yet as well. Anyone else know what is going on?

[Skimout]

This issue just started happening to me as well....never happened before, I've had my system for a little over a month now with zero complaints.

My controller will completely lose its mind and lock up...and the music continues to play.

It will start to load songs into the queue and then get stuck loading them...then say files are not available.

I tried to find "a pattern" this past weekend but so many different errors occured that I got frustrated and gave up.

[lvs]

ranaes,
is the zp in question running wireless or wired?

if it is wired, i would call support as opposed to emailing.


Skimout, I would ask you the same question. If the unit is wireless try changing the wireless channel. If that still doesn't help, try turning off temporarily any 2.4Ghz wireless devices you might have running. If that doesn't work you may be getting interference from a neighbor. Give tech. support a call and they can troubleshoot and determine if your symptoms are as a result of interference.

Good Luck!

[Graham - Sonos]

Originally Posted by Skimout

This issue just started happening to me as well....never happened before, I've had my system for a little over a month now with zero complaints.

My controller will completely lose its mind and lock up...and the music continues to play.

It will start to load songs into the queue and then get stuck loading them...then say files are not available.

I tried to find "a pattern" this past weekend but so many different errors occured that I got frustrated and gave up.

This sounds like a good case for a call to support, they'll be happy to help you out:

English Support:
US/Canada: 800.680.2345 toll free or 801.715.5505
Monday - Friday, 9 a.m. - 9 p.m., EST
Saturday, 12 p.m. - 5 p.m., EST

UK: 0808 2346596 toll free
NL: 0800 0234361 toll free
EU: +1 801 656 1005
Monday - Friday, 1 p.m. - 2 a.m., GMT
Saturday, 5 p.m. - 10 p.m., GMT

German Support:
DE: 0800 0005339
Monday - Friday, 3 p.m. - 7 p.m., GMT

[phodney]

...i know Sonos is a great product, but mine is driving me nuts! The controllers freeze...Queue's are dropped...play-back stutters...errors locating files. It's got to the point where we have almost given up trying. The company that installed it have suggested up-grading the firmware on my wireless router. Will do this w/end...

[Graham - Sonos]

Originally Posted by phodney

...i know Sonos is a great product, but mine is driving me nuts! The controllers freeze...Queue's are dropped...play-back stutters...errors locating files. It's got to the point where we have almost given up trying. The company that installed it have suggested up-grading the firmware on my wireless router. Will do this w/end...

Phodney,

I'm 99% that all your issues are being caused by some sort of network related issue.

Best way to get to the bottom of this is on the phone with our support, they are really good at figuring this stuff out:

US/Canada: 800.680.2345 toll free or 801.715.5505
Monday - Friday, 9 a.m. - 9 p.m., EST
Saturday, 12 p.m. - 5 p.m., EST

UK: 0808 2346596 toll free
NL: 0800 0234361 toll free
EU: +1 801 656 1005
Monday - Friday, 1 p.m. - 2 a.m., GMT
Saturday, 5 p.m. - 10 p.m., GMT

[Skimout]

Originally Posted by Graham - Sonos

This sounds like a good case for a call to support, they'll be happy to help you out:

English Support:
US/Canada: 800.680.2345 toll free or 801.715.5505
Monday - Friday, 9 a.m. - 9 p.m., EST
Saturday, 12 p.m. - 5 p.m., EST

UK: 0808 2346596 toll free
NL: 0800 0234361 toll free
EU: +1 801 656 1005
Monday - Friday, 1 p.m. - 2 a.m., GMT
Saturday, 5 p.m. - 10 p.m., GMT

German Support:
DE: 0800 0005339
Monday - Friday, 3 p.m. - 7 p.m., GMT

Just an update. I moved my wireless zone (other is wired) and the hiccups seem to have improved. They have not gone away completely though.

I just assumed that a wireless zone losing connection to the wired zone should and would NOT cause controller issues. Correct me if I'm wrong...

I'd love to see a post in reference to how "interference" actually effects the product. Will the music stop playing and then come back, does it cause the controller to lock up or lose it's mind, etc?

I know interference is a very real issue for a lot of users, but it also seems to be the first thing everyone points to as the cause of the problem.

[Jason - Sonos]

When you send in a diagnostic we are able to see a chart of wireless errors over a period of time. 99.9% of the time wireless interference is the cause of these errors.

What can wireless interference do? There are quite a few things that it can cause.

Most common:

1. ZonePlayer/Controller dropouts
2. Music stops playing, (may even still appear to be playing).
3. Unable to link ZonePlayers, or add new ZonePlayers/Controllers

Wireless interference causes communication problems, so it cuts down on the distance that a ZonePlayer or Controller can be from one another and can even make a wired ZonePlayer drop off your network.

If you are questioning this as the cause for your problems, give us a call and we can help figure it out. Our tech support is some of the best out there, as most people on this forum may agree .

Thanks,
Jason
Sonos Support Technician