In this article, we're going to review some of the common issues relating to setting up Sonos devices on an Alta WiFi network, or if you're having trouble streaming music via an Alta WiFi network.

Note that for each section, it's assumed that you're logged in to manage.alta.inc and have Administrative rights over the site. Each section is also written in the order the troubleshooting steps should be performed. For example, try step 1, if you’re still having issues, move on to step 2 without undoing step 1. Each step builds upon the previous step.

Trouble Connecting or Getting the Devices Setup

1. Ensure the device you’re using to set up your Sonos device(s) is on the same network you intend to connect the Sonos device(s) to. This is important particularly if you’re using VLANs anywhere on your network.
2. Check your network type (you can read more about Network Types here)
   • Go to Settings
   • By default, you should be on the WiFi tab. If not, click the WiFi tab
   • Click on the SSID you want to connect the Sonos device(s) to
   • Under the Passwords section, review the type of network that pertains to the AltaPass you’ll be using for your Sonos device(s)
   • For initial setup, you’ll want a Standard network type
     
   • If any changes are made, please make sure you click Save at the bottom
3. Enable Fast Roaming
   • Go to Settings
   • Go to the WiFi tab
   • Click on the SSID you want to connect the Sonos device(s) to
   • Expand the Advanced Settings section
   • Locate the Fast Roaming toggle and make sure it is enabled
   • If any changes are made, please make sure you click Save at the bottom
4. Avoid splitting bands. Alta Labs WiFi allows you to have an SSID broadcast on 2.4 GHz only, 5 GHz only, or Both; with Both being the default. Splitting the bands is an antiquated technique to handle issues stemming from 2.4 GHz only client devices having issues connecting to an SSID broadcast on both bands. Generally speaking, this practice should no longer be used. Broadcasting the SSID on both bands is always recommended unless there is a very special use case. Sonos devices do not fall into that use case.
   • Go to Settings
   • Go to the WiFi tab
   • Click on the SSID you want to connect the Sonos device(s) to
   • Expand the Advanced Settings section
   • The first option is Bands, make sure that “Both” is selected
   • If any changes are made, please make sure you click Save at the bottom
5. Note that step 5 should be used as a last resort. Lower the Air-Time Efficiency minimum data rate.
   • Go to Settings
   • Go to the WiFi tab
   • Click on the SSID you want to connect the Sonos device(s) to
   • Expand the Advanced Settings section
   • Scroll towards the bottom and you’ll see a section titled “Air-Time Efficiency”
   • Click the dropdown for Auto (2 GHz) and set it to Manual
   • Use the slider to adjust the rate down to 1000 kbps
   • Click Save

If you have successfully connected the device(s) after performing step 5, verify the device looks ok in the Devices tab of the manage.alta.inc interface as well as in the Sonos app to ensure you have smooth and consistent audio playback. If you do, repeat the above steps, moving the slider setting up one incrementally, increasing the minimum rate slightly each time and click Save. Repeat the testing of the performance until you start to notice degradation, sluggishness, or the inability to play music completely. In doing so, you’re making sure that Sonos is stable while also optimizing performance of the network for all other devices.

The steps above specifically list 2 GHz as that is the most likely to be the root of the issue. However, there may be circumstances in which the Sonos device will stick to the 5 GHz band with a poor signal, which in turn, uses more Air-Time, so if you’re not having success with just the 2.4 GHz setting, try repeating these steps for the 5 GHz Air-Time Efficiency slider.

Trouble with Consistent Music Streaming and/or Connectivity

1. Check the band and signal levels of the Sonos devices
   • Head over to the Devices tab
   • You can click the Make column to sort by Manufacturer, then scroll to Sonos or you can use the search bar and search “Sonos”
   • Under the Signal column, you can mouse over the icon to get your raw, numerical signal reading
     • Alternatively, you can go to Settings > System > WiFi Signal > Switch to “Raw” to have the value displayed instead of the WiFi icon.
   • Any signal below a -75 (these are negative so -76 is worse than -75) will almost certainly cause issues. An ideal signal is going to be in the -55 to -65 range
     • There is such a thing as too strong of a signal. Anything better than -35 has the potential to cause stability and/or performance issues
       

These signals are all pretty good. Note that there is one outlier for both band and signal, 2nd from the top. This one is on the 2.4 GHz band channel 1. Channels 1-11 are in the 2.4 GHz space and channels 36-165 are in the 5 GHz band. Realistically speaking, this one has such a strong signal on 2.4 GHz that it could be viable on the 5 GHz band.

Any devices that appear like they’re logically on the incorrect AP or band, you can click the Reconnect icon to force them to disconnect and reconnect to the WiFi

2. Ensure Fast Roaming and IGMP Proxying are enabled
   • Go to Settings
   • By default, you should be on the WiFi tab. If not, click the WiFi tab
   • Click on the SSID you want to connect the Sonos device(s) to
   • Expand the Advanced Settings section
   • Locate the Fast Roaming toggle and make sure it is enabled
   • Locate the IGMP Proxy toggle and make sure it is enabled
   • If any changes are made, please make sure you click Save at the bottom
   • Allow these settings to apply, which happens within seconds, but it may take a few minutes for Sonos device(s) to drop their old protocols and take on the new ones
3. Lower the Air-Time Efficiency minimum data rate.
   • Go to Settings
   • By default, you should be on the WiFi tab. If not, click the WiFi tab
   • Click on the SSID you want to connect the Sonos device(s) to
   • Expand the Advanced Settings section
   • Scroll towards the bottom and you’ll see a section titled “Air-Time Efficiency”
   • Click the dropdown for for the pertinent band for the your device(s) (See point #1 regarding checking your signals and bands) and set it to Manual
   • Use the slider to adjust the rate down one level (exact numbers vary by band)
   • Click Save
     • You may need to repeat these last 2 steps 1-3 more times
   • If unsuccessful, you can always click the dropdown, select Auto again, and click Save

Regardless of whether you’re having issues getting the device(s) set up or if you’re having issues with their reliability in streaming, if the above steps did not work for you, please reach out to our technical support team for further assistance.