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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.

26256 Topics

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ClemdogAvid Contributor I
asked in Troubleshooting

Sonos Arc + AppleTV + Samsung TV = No Dolby Atmos

My tv is a Samsung QN85QN90AAFXZA. It’s less than a year old and has eArc. Hooked up the Arc and 4K AppleTV but don’t get Dolby Atmos showing during playback in the Sonos app…  It reads “Multichannel PCM 5.1”Known issue?  User error?Any help would be greatly appreciated  Thanks! 

17
C
14 minutes ago
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dopmAnContributor I
asked in Troubleshooting

PCM stereo only with PS5 and TCL C825 on eARC

Hello all, I only manage to get PCM Stereo with my setup when I’m playing.My TV settings are like this : ​​​​Digital Audio Out : PassThrough eARC enable My PS5 settings : Output Device - HDMI Device (Soundbar) HDMI Device Type - Soundbar Audio Format (Priority) - Linear PCMAll my devices are supposed to support PCM multichannel… Am I missing something ? Thanks for the help !

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Corry P
34 minutes ago
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brucemacEnthusiast I
asked in Troubleshooting

Half my speakers showing S1 incompatible overnight

I woke up to find that half of my speakers are showing “incompatible” under my S1 app.Controller says there’s an update, but it won’t let me update. I get an “Error 9”.For kicks, I tried to reset my Sonos Move and repair it with the S1 controller. No such luck. The controller won’t let me do anything until it updates (some options grayed out). Stuck here and need some assistance. I REALLY hope I’m not going to have to go through and reset all these speakers.  Any advice or guidance here outside of replacing half my system with S2 compatible speakers? Not ready to do that just yet. Just want everything working as it should. I believe “update automatically”, which I don’t ever recall enabling, may be the culprit.  TIA and please advise. 

14
controlav
1 hour ago
Alonzo Mosley
Alonzo MosleyAvid Contributor III
asked in Troubleshooting

Won't Update Music Library, Part 2

A continuation of this thread. Now, even when I manually update, it won’t play music. The controller shows all albums and songs, and also album art - so clearly it’s pushing/pulling info to and from wherever. But it tells me it’s “Unable to connect” to the server address.Every device on the network - Windows and Android - can connect to the device where the Library is stored. Sonos says it is able to add the Library at that address (and again, it sees songs and artwork).I’m so, so tired.

93
S
2 hours ago
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WinnekeContributor I
asked in Troubleshooting

Play5 only works with ethernet cable connected, not WiFi

Our Play5 used to work over Wi-Fi, but since about half a year ago it can’t connect over Wi-Fi anymore, and now only works when an ethernet cable is connected. We also have a One SL, which works fine over Wi-Fi. I submitted a diagnostic: 1740776518

1
Corry P
2 hours ago
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brianjlawrenceContributor I
asked in Troubleshooting

Components drop off system Intermittently

I am running a Gen-1 system comprising two Connect ZP90's, a Connect Amp ZP120 and a ZoneBridge BR100. Intermittently, the two ZP90's keep dropping off of the (Sonos) system.  Checking my router web page, all components show up as connected and are assigned MAC addresses, even when NOT showing up on the Sonos app. One will disappear to be replaced by the other, before swapping again and (sometimes) temporarily all components will reappear on the system for a short time before disappearing again. This despite one of the ZP90's being hardwired to the router via a NETGEAR 8-Port Gigabit Ethernet Unmanaged Switch (GS108). Restarting the router seems to help temporarily, but isn’t providing a long term fix. Also, frequently, when trying to play a radio station on one of the ZP90's, I get a message saying "Cannot connect to Sonos Product"   I have sent diagnostics and the confirmation number is: 1656924348. Can  anybody help please? THANK YOU.

1
Corry P
2 hours ago
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BrewcContributor I
asked in Troubleshooting

sonos arc crackling when watching tv

Have had this setup since July and for awhile during some movies on cable tv HBO, Stars and others I will get a crackling through the Arc during voice parts. Doesn’t happen every time.  submitted a diagnostic with number 2050195451

1
Corry P
2 hours ago
M
Mollie1Contributor I
asked in Troubleshooting

sound issues delay when changing track spotify

I have 5 speakers One / Sub and play 5. My system is conected with wi fi Cable to One of the speakers and all speakers run at separate chanel in network. the trouble i have is when changing track via Sonos App or even Spotify AirPlay the speakers dont sync.it takes 3-4 secends to all speakers play in sync again Why //  

1
Corry P
3 hours ago
Robert100
Robert100Contributor I
posted in Troubleshooting

Beam Audio Cuts out over ARC

Hi - experiencing audio switching between my ARC connected LG TV and my Beam. Beam cuts out, and TV speakers cut in for a few seconds every now and then. this has persisted across updates, changed cables, power cycling etc. I have a diagnostics dump 1001779540 which I took seconds after it happened last. Many thanks, Robert.

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Corry P
5 hours ago
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timetorockContributor I
asked in Advanced setups

Sonos Arc and Sonos Beam on Eero Mesh

Hello Sonos Community!I’m reaching out as I’m having a tough time setting up the Sonos system in my house. Here is my setup:WiFi Network: Eero Mesh (version 6.11) setup with one Router downstairs and one identical Router upstairs under a Single network name.Sonos system:Downstairs: Sonos Beam Gen2 + 1 Sonos SL speaker which is wired to Eeros router and accessible on the Sonos S2 app Upstairs: Sonos Arc + 1 Sub + 2 Speakers upstairs which is not wired, but connected over WiFi to the Eero WiFi network. Here is the issues (using the current S2 app)When I’m downstairs, I can see the Beam + SL speaker. When I go upstairs, I need to disconnect WiFi and connect to nearest Eero router where it shows the Upstairs setup alone. Now when I come down, whatever I do I can not access the Beam + SL Speaker. I end up reseting and adding them all again.Very frustrating experience of using Sonos on Eero. I’ve googled enough and checked forums. I must be doing something silly in my Eero setup or Sonos set

1
buzz
10 hours ago
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chhupa_rustamContributor I
posted in Troubleshooting

Sonos Arc power cord is loose

Hi, My brand new Arc is driving me nuts because any time someone touches the TV console the power cord gets shaken loose and the speaker setup stops working!! Has anyone else had this issue? Can you please suggest how I can get the cord replaced as it must be covered under warranty?

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B
14 hours ago
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NVRICTMAContributor I
posted in Troubleshooting

Only getting sound from one Sonos One in a stereo pair on Apple TV

I have two Sonos Ones stereo paired and have connected to my Apple TV (running tvOS 15.2) and when I select the Audio output to Living Room (my stereo pair Sonos Ones) I only get sound out of my right speaker.  The left speaker is completely silent.  This is not an issue when listening to music via the stereo pair on the So is app, just when using Airplay on the Apple TV.  I changed the Apple TV format to Stereo but that didn’t work as well. Wondering if there is a 

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N
20 hours ago
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JefDcContributor I
asked in Advanced setups

prise connectée

Bonjour à tous ! Je possède un home cinéma Sonos (arc + sub + 2 One) et je voudrais brancher le tout sur une prise connectée pour pouvoir couper le courant durant mes absences et la nuit, histoire de faire des économies vue le conteste actuel.  Ma question est la suivante, y as t’il un risque d’abîmer mon matériel en coupant le courant quotidiennement ? Merci d’avance ?

3
J
1 day ago
Sjoop1985
Sjoop1985
asked in Troubleshooting

"Unable to add tracks to queue" error when adding Spotify Liked Songs

Reviving my account here to post this:My music library is completely in Spotify and I rarely listen to playlists, I simply shuffle my entire “My liked songs” list. I've done this on Sonos for years, with a list of just under 3000 songs.Now, I am having exactly the issue  described in this topic: (that was apparently never satisfactorily resolved)I'm consistently getting the “unable to add tracks to queue” error when I try to play or shuffle my liked songs. Not sure when this started, I think it is on the order of days, maybe a few weeks. Most of the time my Sonos queue is filled and I don't have to re-add tracks, and I don't remember when it last worked successfully.Of course I will get the boilerplate response, but I'd like to head that off by saying:I have restarted my network and my entire Sonos system sequentially as per the standard procedure. (twice) This used to work flawlessly with exactly the same amount of tracks, on exactly the same network until very recently. This topic: 

3
ratty
1 day ago
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juliaelderssContributor I
asked in Troubleshooting

Sonos in a bathtub of water

One of my speakers ended up (Sonos one) in a bathtub of water for less than a minute.  I hit it with the blow dryer. It seems to be fine, but should I soak it in rice? Any other advice?

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Ken_Griffiths
1 day ago
I
IcewhiteContributor I
asked in Troubleshooting

Removing The Official Sonos One Wall Mount

Hey,I have a pair of Ones on my wall using the official Ones wall mount. I’m moving and need to take down the mounts, but can’t get them to budge!Is there some trick or knack to removing the mounts?

4
J
1 day ago
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Matthew_77Trending Lyricist I
asked in Troubleshooting

Problem streaming Apple Music

Since about 5 days ago I can’t stream Apple Music or even browse my AM library through my Sonos system. I’ve tried deleting my account via the Sonos app and reauthorizing my AM account, that didn’t help. AM results will appear in the Search screen but when I try to play them I get “unable to add songs to queue,” and when I try to browse my AM library I get the error shown in the attached screenshot.  All other sources work, including Spotify and local Sonos library. I am also able to stream AM to Sonos via AirPlay. Is there a known issue with Sonos directly connecting to AM at the moment?

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H
1 day ago
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SchlagdogContributor I
posted in Troubleshooting

How many years till sonos fixes the loud pop and shutdown with Atmos???

I see this problem has been reported for over a year and no fixes still. I can’t even listen to Atmos music on my appletv or use it to play atmos movies because of the super loud pop and shutdown. This has been a know issue since back in 2021. I read no fixes at all on the forum. Just tried to listen to a new Atmos Remastered album and it sounded like my Arc blow up then shut down. On top of that I’ve never heard a single sound come out of the top firing speakers on it using atmos on any other app that plays atmos.  At this point I’m unsure if the Arc even plays atmos content at all. 

3
G
1 day ago
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BluePepperContributor I
asked in Troubleshooting

Sonos Beam is lowering volume automatically just after I turn up the volume

Hi there, My Sonos Beam is lowering the volume automatically just after I turned it up. It lowers the volume to the same value (15) again and again. It does not matter if I control the volume on the beam itself or via different apps (sonos app, spotify android or macOS, tv remote). I already tried unplugging the device, wait and rebot but to no avail. The light on top of the beam is also blinking white and red. I have not touched or moved the beam or cables in ages. Diagnostic report:199665785Hope you guys can help me out here.

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R
1 day ago
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sirnicolazContributor I
asked in Advanced setups

Vinyl to Sonos Beam

I have been banging my head on this for quite a while now. I need to connect my Vinyl player to the Sonos Beam, which is also connected to the TV.I found this scheme on another thread  Beam ← HDMI/optical ← optical switch ← TV                                                                ← ADC ← preamp (if reqd) ← turntableThe thread is: I have an analog to digital converter that can take the player output into optical.I also have an optical switch, which I could use to switch between player optical output and TV optical output. The thing I haven’t considered from that shceme is how to connect optical SPDIF to the Beam HDMI. It tells “HDMI/optical” but I haven’t found any such adapter/converter.Any help understanding how to do it, or any other solution proposal would be highly appreciated.Thanks   

3
106rallye
1 day ago
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SimrocksContributor I
asked in Troubleshooting

Sonos Beam Gen 1 stereo/Dolby digital issues

Good afternoon,Just purchased a refurb Sonos Beam gen 1 from Sonos to add to my old tv set-up.Have connected utilising the supplied optical adapter as tv doesn't have Arc. Other components include, Blu-ray, Amazon Fire Cube and Humax freesat box (HDR1100).My issue is that Freesat box only plays through Beam in stereo, even if broadcast is in Dolby Digital. Freesat box settings appear correct (Audio type stereo (only options right, left and stereo) & Digital audio out - multi channel). When playing apps via Amazon Fire Cube (Prime, Netflix or Disney Plus), the broadcast is in Dolby Digital.I thought this may have been a limitation of old tv, however, why would one play back in digital and one in stereo - same programme in Netflix via Humax is in stereo whereas via cube is in digital.Any help/guidance would be extremely welcome.Many thanks

5
106rallye
1 day ago
K
KBeaumontContributor I
asked in Troubleshooting

Connection to Spotify was lost

Hello,I am having an issue playing Spotify through my Sonos app. I keep getting an error message saying "Unable to play (song) the connection to Spotify was lost." After spending some time searching for a solution online, it became apparent that this is a widespread problem with no definitive solution. Nevertheless, I am determined to find an answer.Additional information:• Diagnostic: 2024196285• Internet connection is stable.• Issue just occured today during playback. Sonos system was installed a few weeks ago, and everything was working fine until today.• Spotify app works fine by itself, and I can play Sonos Radio through the speakers. The issue only seems to be when I try to play Spotify through Sonos.• I have tried powering the Sonos amps off and on. No fix.• I have removed my Spotify account in the Sonos app, and then reconnected it. No fix.• I have tried clearing my queue in the Sonos app. No fix.• I checked for updates on both apps after the problem occured. No update for Spot

67
ratty
1 day ago
J
JonesciferContributor I
asked in Troubleshooting

sub sounds worse when positioned to the right

Sonos sub feels more pronounced from right side of it ( right frame). so I’m wandering why do I feel the bass less pronounced when standing to its left ( facing it) ?I have done auto tune and tried with and without it. Flipped the phase control to the other setting (than the auto tune set it to) and it was worse.so the autotune got it right.. Anybody had this “issue”?

5
J
1 day ago
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Sryder32Contributor I
asked in Troubleshooting

Volume fluctuation with streaming music

I have the Sonos Arc and have my Amazon Music (Unlimited) and Pandora accounts connected. In my Amazon Music app settings, I am using the default Loudness Normalization. That’s supposed to “play all songs at the same loudness level.” However, that is not at all happening. One song will play at a good volume, then the next song will be extremely loud. It doesn’t seem to matter whether the song is HD, Ultra HD or Atmos. How to remedy this so that they play at one level on the Arc?

17
A
1 day ago
F
ForstalCollaborator I
asked in Troubleshooting

Why does Sonos force us to update the software?

Over the past two months the sound has stopped working on our ARC SL home theater. After checking out my LG display and Apple TV 4k each time the solution happened to be Sonos updates. Sometimes its firmware, sometimes its a controller issue. In each case we found that doing the update brought the sound back. We have three iPhones and an iMac with controller software, though we never use them. Every time the sound quits, I now have to walk around the house checking devices to see which one needs the update. With out previous Playbar HT as well as the ARC SL HT, I recall being able to go several full versions of controller software before anything would go wrong with our systems and now we can’t skip even a minor point release release. Once the system was set up and working perfectly, there’s no need to update the software at all.  So why the forced update gimmick? 

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N
2 days ago

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