Hey Everyone,
Pretty new to the boards here, but long time reseller. Overall I am a big fan of the product. When it works the way it's supposed to nothing else comes close.
However, given the number of jobs I do combined with variety of networking environments I work in, problems invariably arise. More often than not I can work them myself, or in conjunction with Sonos support (they do a fantastic job given what is expected of them)
However, recently I have take severe a$$ kickings on a couple of jobs. One of them happens to be in the personal home of one of the biggest architects in Los Angeles (doesn't help our business any more than it helps Sonos)
Which brings me to my question. Does anyone here know of a definitive source for advanced troubleshooting techniques with Sonos?
I know this a little vague. So here's a specific example. I have a system that was recently updated to 3.8.3. Following the update the iPod dock dropped off the system. Support looked at diagnostics and said it's failing to get an IP address. We've gone through all the "easy" steps to no avail. I try to connect it, the controller software "see it" but then the progress wheel starts spinning and just times out. Rest of the system is working fine.
Where do I go from here? Are there recommended packet sniffing techniques to see where the chain is breaking? Why am I continually asked about range and distance if all the components are hardwired? What does the wireless even do if there is a physical connection? Also, my system currently has two "root bridges". Level 1 support says that "shouldn't matter". Why or why not?
Not trying to vent or be vaguely accusatory. But Sonos seems to be pushing for a more widespread presence. And if they are serious about having us continue to push their product, then it is becoming clear to me that we need access to more advanced training options and troubleshooting techniques.
The guys at support to great work, but I hate having to rely on them. Give me the tools I need!
Any with me? Any suggestions? I'm even open to putting some time into it. We could crowd-source something. Maybe put up a wiki page?
Thoughts anyone?
Pretty new to the boards here, but long time reseller. Overall I am a big fan of the product. When it works the way it's supposed to nothing else comes close.
However, given the number of jobs I do combined with variety of networking environments I work in, problems invariably arise. More often than not I can work them myself, or in conjunction with Sonos support (they do a fantastic job given what is expected of them)
However, recently I have take severe a$$ kickings on a couple of jobs. One of them happens to be in the personal home of one of the biggest architects in Los Angeles (doesn't help our business any more than it helps Sonos)
Which brings me to my question. Does anyone here know of a definitive source for advanced troubleshooting techniques with Sonos?
I know this a little vague. So here's a specific example. I have a system that was recently updated to 3.8.3. Following the update the iPod dock dropped off the system. Support looked at diagnostics and said it's failing to get an IP address. We've gone through all the "easy" steps to no avail. I try to connect it, the controller software "see it" but then the progress wheel starts spinning and just times out. Rest of the system is working fine.
Where do I go from here? Are there recommended packet sniffing techniques to see where the chain is breaking? Why am I continually asked about range and distance if all the components are hardwired? What does the wireless even do if there is a physical connection? Also, my system currently has two "root bridges". Level 1 support says that "shouldn't matter". Why or why not?
Not trying to vent or be vaguely accusatory. But Sonos seems to be pushing for a more widespread presence. And if they are serious about having us continue to push their product, then it is becoming clear to me that we need access to more advanced training options and troubleshooting techniques.
The guys at support to great work, but I hate having to rely on them. Give me the tools I need!
Any with me? Any suggestions? I'm even open to putting some time into it. We could crowd-source something. Maybe put up a wiki page?
Thoughts anyone?