To homepage To homepage

Advanced & troubleshooting

This is the place to discuss your Sonos Hacks, advanced setup, and troubleshoot the stuff that doesn't work as you want it to.

25576 Topics

A
avoyles4803Avid Contributor I
posted in Troubleshooting

Arc Echo/Phasing

Hey y’all, I wanted to see if others maybe had this issue and had some fixes. My ARC (setup with 2 subs and 2 play 1s as surround speakers), occasionally has kind of an echo/phasing effect.I notice it most often when watching Last Week Tonight (which is in Dolby 2.0), where partway through most episodes, it will start to sound like Jon is a football stadium announcer with the audio instead of being from the front speakers, starts to also have a slight echo in the surround speakers.Recently, however, it has done it on music playback from my computer library (I have the surrounds setup on Ambient), where the echo effect happens again.With HBO (native app to my Vizio TV), I can just stop the show and restart it. With the music, that didn’t work, so I restarted the speakers.But I can’t figure out what might happening, or if there’s likely a specific hardware issue that might be causing the issue.Any thoughts you all have would be appreciated. Thanks!

5
A
2 minutes ago
E
Ed JContributor I
asked in Troubleshooting

Sonos was unable to add the music folder

I recently upgraded to a Mac Studio and now I am unable to connect to my music folders which are stored on an external drive. My old iMac didn't have any issues. The location of the folders was not showing up in Sonos correctly so I deleted them from the Sonos Music Library Settings and tried to add them back. When I try to add them, I get the following message:In the ‘Get info’ panel for the folder, Ive changed the permissions for SonosDMS from Custom to Read & Write, but when click ‘Next’ after entering the folder path, it gets changed back to Custom.I currently have the firewall turned off.Sonos is working as expected using streaming services.Apple Studio M1 MaxMacOS 12.3.1Sonos Controller 14.6

0
E
41 minutes ago
M
mischa78Contributor I
asked in Troubleshooting

Why will m4a not play?

I have an m4a that won’t play, even though it seems to adhere to Sonos’ supported file formats. Here is some more information about the file:Codec: AAC LCSample rate: 32 kHzThe error message I am getting is: “The song is not encoded correctly”. It plays without any issues on other devices.Why doesn’t it work on Sonos?

5
Belly M
1 hour ago
rysal
rysalContributor I
asked in Troubleshooting

Sonos Move is visible, but doesn't play audio after inactivity

Hi Everyone,I have a Sonos Move product that I often move around off the charging base. I’ve found that if I take it off a charger, stop playing media for 45min to an hour, maybe more, when I go back into the app on my phone OR attempt to play music through the Sonos app on my computer, the app will show the music being played but the device doesn’t play. Further, full comms seem to be there with the Sonos unit as I can view the device battery, make changes, etc. I reached out through social and was connected to Sonos’ external marketing team, then my message was passed to someone in Product, but I have not heard anything further. I’ve uploaded a quick video I was going to share with the product team, but never heard back. Here’s a link to the unlisted YT video (Sorry for sounding congested, finally caught the ‘Vid).Any help insights would be appreciated.  

21
bockersjv
4 hours ago
Z
ZubenubiContributor III
asked in Troubleshooting

Fives pairing issues

HiI have had Sonos products for 10 years now. 2 x Ones (stereo pair - bedroom), 2 x Play 3’s. (Separate rooms), Soundbar and 2 x Fives (paired) plus Sub. The recent problem is that the Fives keep unpairing and now can only use intermittently once I have reset them. At the moment I have lost 1 x Five altogether! Also, they lose  pLaying and get same music playing at different times. Usually have Radio 2 playing all day in the kitchen without any issue’s. Over the last few weeks cannot get them to work at all.  WiFi is good and no issues with any of the other products around the house.  Now as I type, the remaining Five has just gone off. Getting really peeved with this and thinking that going back to the old fashioned stereo from the 70’s would be more reliable, considering how much I have invested in this tech. Any ideas gratefully received. HELP

2
Z
7 hours ago
T
TownshendContributor I
asked in Advanced setups

Sonos Amp Tempereatures and Suggstions

I have 4 Sonos Amps that are currently stacked on a shelf in a wall-mounted rack, there is no additional airflow currently.  When they are stacked in a 2x2 format the bottom ones get quite warm.  Currently, not in use I’m measuring the one of the bottom ones at 111F.  If I stagger them the temperature seems normal.  As they seem to be designed to be stacked, is this an acceptable temperature?  During use I assume they will get even hotter, I’ll have to measure.Otherwise, does anyone have any suggestions?  I got the Middle Atlantic 4U Sonos Amp rack as I thought they were actually spaced between the units but they are not.  I’m now thinking about getting either the Penn Elcom 2U and using 2 of them to create a gap between the Amps or the Middle Atlantic 2U (they seem basically the same function).Anyone have this same situation and what did you do?

7
Stanley_4
15 hours ago
F
furacaoprTrending Lyricist I
asked in Troubleshooting

Amazon Music Unlimited Dolby Atmos low volume thru Arc

Hi, this is to continue the discussion on the previous topic which was closed.Does anyone has news on this? The issue persists on my system, since the launch of Atmos Music on Sonos & Amazon last December.To reproduce the issue:On Sonos Beam Gen 2 or Sonos Arc with Amazon Music account; Select a Station from Amazon Music that has a mix of Atmos and HD/Ultra HD tracks, e.g., Today's Hits; Start playing and DON'T skip songs (be patient!); If, by chance, the first track is Atmos, it'll play fine; Wait until an Atmos track starts playing after an Ultra HD or HD track; The volume will be so low that you can't barely listen to it; Tap the pause button; Tap the play button; The Atmos track will resume playing at the normal volume; If, by chance, the next track is also Atmos, it'll play fine; Return to step 5 (the issue will always happen).I have opened a ticket with Sonos support in December, but no solution until now 

25
F
15 hours ago
I
I'llBeFrankWithYouContributor I
posted in Advanced setups

Sonos Beam and TV Hearing Aid BT Combo No Longer Working

My 2017 Samsung TV uses HDMI ARC for my Beam. For my hearing aids I used a Sigma Streamline BT hearing aid transmitter (connected to TV optical out) worked flawlessly together for years--audio from both Beam and Sigma hearing aids.Then the VA replaced my hearing aids with Phonak ones and provided me with a Phonak Connect transmitter that is connected to same TV optical out port. Now when I turn everything on I get the TV sound but 2 sec later Any-net+ disconnects the sound (regardless of which source I select).What is really odd, is that when working with the old Streamline transmiter as before, the optical output wasn’t even selected when in use. In the Samsung TV settings, the sound setting selected used was “Receiver (HDMI)”.These are the current TV settings:Sound/Select speaker=Receiver (HDMI)Sound/ Expert settings/HDMI Audio Format = PCMSound/ Expert settings/Audio Format = PCMSystem/Expert Settings/AnyNet + (HDMI-CEC) = ONPhonak support didn’t have any suggestions.The new hearing

10
I
15 hours ago
G
GilioContributor I
asked in Troubleshooting

beam and 2 ones do skips

Diag 544821608 When watching Netflix on my shield I get skips like it changes audio codec

1
G
16 hours ago
T
TheFettContributor I
posted in Troubleshooting

Out of Ideas...need help with return

I love Sonos, but I’m just having the worst experience with a return and I can’t seem to get any help.  On April 25th after a support call, Sonos authorized a return and sent me the link.  That link, however did nothing, and calling Sonos again they said that the system was being upgraded and I would have to wait.  5/13 I receive an email with a shipping label.  I thought great, finally.  I pack up the speaker and power cord and head down to UPS.  Speaker shipped, I wait patiently. 5/17 I receive an email advising me that a shipping label will soon arrive and that I should send the speaker only...no other accessories.  The email advises me to click a link to confirm my return.  Head to the link, input the info click submit.  ERROR.  I chat with support, they say they’ve sent it off to the team and it will be 24-48 hours, keep trying in case it’s fixed earlier.  I wait.  After 48 hours I call support. They tell me they they have brought it to support and “don’t worry” (worry is not the

3
T
16 hours ago
bockersjv
bockersjvSenior Virtuoso
asked in Troubleshooting

Sonos Move Speaker Pair still broken after 14.8.1 Update

I was hoping that there would be a fix to the Move issues that 14.6 introduced mid April.  But no! I was using the Moves in a Stereo pair off their base yesterday.  They played fine and were left of their baes overnight.  Charge this morning was at 39%.  I started playing music and sometimes it showed playing but no sound then the Right hand speaker would play but I could not stop it.  Eventually the stop command worked but the LH speaker is still not playing music.  Other functions work on that speaker, such as being able to turn off the status light but it will not play any sound. It is a risky business trying the speakers as I foolishly upped the volume and then the stop command would not work, nor would the on device stop button.  Luckily it eventually worked but this is not good. I have placed both on their charging base and will see if there is a change when i get home later today. I have submitted two diagnostics, but left my phone at home.  Will add them later. I am assuming th

4
W
16 hours ago
J
jackfobelContributor I
asked in Troubleshooting

Play 5 wired to PC via auxiliary cable - major latency

I have a play 5 connected directly to my PC audio out port. There seems to be major latency between when I test sound in windows and when the speaker outputs sound. Once the speaker catches up, then it works as it should in real-time.I use this in my office and it constantly stops working in the middle of meetings until I start mashing the sound icon volume up/down until windows dings and I can hear people again.Any help would be great.

2
N
18 hours ago
N
NeilS710Contributor I
asked in Troubleshooting

Outdoor Speaker Serial Number

Is there a way to get the outdoor speaker serial number without having to take it down/unmount? Thanks! 

4
N
19 hours ago
A
AstechContributor I
asked in Troubleshooting

Has Sonos removed the web interface matrix?

The other day I went to look at the web backend and found I could no longer get the matrix to display, has it been removed by Sonos? T_T Was nice to be able to troubleshoot using that…..

4
ratty
20 hours ago
N
n8STContributor I
posted in Troubleshooting

14.8 update and cut outs - Iphone and Unifi system

A bit annoyed when I went to use my system and the audio started to cut in/out and then the app couldn’t connect to the device to pause or lower the volume with the audio going in and out. Not a pleasant situation which has continued on for a few days now and has the left the system unusable!This possibly started with the 14.8 update. We use the system regularly and that seems to be the trigger. We’ve had the system for ~5years, so nothing is new (3 Ones, 1 Five, and 1 Amp). It’s on a Unifi network (USG,Switch, (1) AP) which shows no sign of issue or the devices connected (signals fine, traffic fine). The cutting appears to be from all audio sources (Sonos Radio, Apple, Amazon) and even occurs with airplay. Seems like the issue is on the device.I switched over to Sonos from Slim devices about ~5yrs ago, and have been using these streaming systems since Slim first came around. So I understand the ups/downs due to the complexity and dependencies, but this is the first time I’m starting t

0
N
1 day ago
R
Rob M1976Contributor I
asked in Advanced setups

Biground eARC HDMI Audio Extractor and Sonos ARC

Hello everyone. I have an older Samsung plasma television that has one A.R.C. output I'm trying to find an option that allows me to plug into the Sonos arc.  I know a lot of the audio extractors don't work with the sonos arc but I'm looking at the Biground eARC HDMI audio extractor.  I can't find any good information about this thing. It looks like it'll work if input 2 will output a video signal but it looks output 2 only does audio that wouldn't work as only input 1 does eARC and needs to go to the Sonos unit.  If anybody has used this extractor let me know if it worked for you.Thanks~Rob

13
melvimbe
1 day ago
J
julesfContributor II
asked in Troubleshooting

Sonos S2 app keeps finding S1 system

When I open my Sonos S2 app, more often than not it finds my S1 system and won’t let me access my S2 system.  I have to keep shutting down the app and reopening it until it finally picks up my S2 system.  Is there any way of avoiding this issue?

2
J
1 day ago
G
GordonRoofContributor I
asked in Troubleshooting

My Alarm is playing Sonos Chime instead of Tunein Radio Station

Help,This is so annoying and it never used to happen. I have had Sonos Speakers in every room since 2018 and no problem until recently. The first alarm is set for 5am weekdays to play LBC on Tunein. The second one is set for 7am weekends to play Classic FM on Tunein. The problem is totally Random, some days it happens and others it doesn't. I had a 46 minute one to one with Sonos on Wednesday 18th May and the alarms worked for 3 days until the problem started reoccurring, again randomly. The case number is 03899693. 

0
G
1 day ago
B
benwillcox13Contributor I
asked in Troubleshooting

Music library keeps losing connection

HI,  I recently added my iTunes music library to the Sonos app on my PC.  All the songs are there and its even plays a few bars of them but then loses connection and moves onto the next….its driving me mad….any ideas,  the music library I stored on an external hard drive wired into the PC.

1
ratty
1 day ago
U
UommContributor I
asked in Troubleshooting

Unable to play same music to more than 2 speakers

I have 3 Symfonisk Bookshelf speakers all in the same room, on wifi, connected to an access point pretty much in the middle of all 3 and I can choose different music to play on each speaker at the same time without issue. The issue I have is when I try to play the same music to all 3 at the same time it only plays through one. If I choose any combo of 2 to play then it works (speakers A+B, B+C, A+C all work). If I stereo pair 2 together and play to that pair and the 3rd it still only plays through 2. Anyone have any ideas on what else I can try?

1
Airgetlam
1 day ago
R
RAMQFTWAvid Contributor I
asked in Troubleshooting

connect:amp wont connect (was working fine)

Was having intermittent issues with connect amp. Unplugged it and it wouldn’t stop flashing white. I tried to hold down the two buttons and nothing. Then I did hard reset by holding down buttons while plugging in. Then it was flashing orange  and white.   Tried to add it. Got as far as wifi trying to connect to amp and got no further.  Issue I assume?😤😤😤😤

1
G
1 day ago
R
rlesperanceAvid Contributor I
asked in Advanced setups

Sonos Boost port ...

Hello,Can I use the available port on the Sonos Boost as a regular ethernet switch and, thus, use it to extend my network coverage or is it to use only with any other Sonos devices ?Thanks in advance. 

4
R
1 day ago
J
JSBintheCityContributor I
asked in Troubleshooting

LG G2 TV and Sonos System with ARC+SW+2 Surrounds -not hearing sound from the Surrounds.

In short, I never seem to be hearing noise from the surrounds- most of the sound just seems to come from the ARC and that’s it.  I have a SW too- which is hard directionally to see if it’s coming from there too.  I’ve got it all set up in my system as part of the ARC- i.e. the 2 surrounds and SW are hooked in thru that.   But never quite seem to hear the surrounds...any idea what’s up?

1
G
1 day ago
C
coNREguyContributor I
asked in Troubleshooting

Sonos + Wired: URC alternative

I have been very frustrated with my Sonos + URC Mobile solution. The two are exceedingly difficult to work together. I am reaching out to the community to survey what they are using to connect their wired system with SONOS

2
controlav
1 day ago
S
ssjkenTrending Lyricist I
asked in Troubleshooting

apple music library unavailable - no support from sonos or apple

Hello, I was on the phone with Sonos AND Apple today. Sonos says it’s Apples issue and Apple says it’s Sonos issue. I don’t see anything from my library on the Sonos app:Does anyone else have this issue? I’ve been having this happen since I signed up for Apple Music 5 days ago. When I search for one of my playlists by name in the search, I get the same screen I took a screenshot of above. 

0
S
1 day ago

View real-time service status

Latest earned Badges

View all "Badges"
Terms & ConditionsCookie settings