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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.

25969 Topics

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BjornMeyssenContributor I
asked in Troubleshooting

Sonos Move doesn't turn on

Hi,My Move doesn’t turn on anymore after working perfectly. I went a week on holiday and upon return my move won’t turn on anymore. It have been sitting on it’s charging ring all that time.Therefore I think it’s definitely charged and I’ve tried every combination and fixes/resets I could find.The only thing I couldn’t find on the internet is the way the battery leds are flashing.These leds are orange solid for 5 seconds, then off, then solid 5 seconds and so on…It’s not the normal short on/off charging orange led cycle.I’m now trying to let it drain completely for 5 days, hopefully when recharging it will come alive again.In the meantime, anyone an idea what it could be?Thx,Bjorn

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9 minutes ago
Corry P
Corry PSonos Staff
published in Troubleshooting

Troubleshooting Sonos on WiFiF.A.Q.

Hi Folks, I’ll share some general advice about how Sonos products connect to your network, and the kind of network problems that can result in dropping rooms, to help you understand and solve some challenges with your Sonos system. 5GHz bandMost older Sonos devices will only connect to the 2.4GHz band, whereas some newer ones will connect to the 5GHz band broadcasted from your router. A full list of which devices will connect to 5GHz can be found here on our Sonos system requirements page, under “Products that support 802.11a/b/g/n”.It’s important to note that all (apart from early Connect, Connect:Amp or ZP models) Sonos products have 5GHz radios, but typically reserve them for talking to each other. Home Theatre products will not connect to 5GHz, as the 5GHz radio is often busy with talking to two surrounds and a Sub. Sonos prefers to use 2.4GHz as it fundamentally has a better range and a stronger solid-matter penetration ability (it gets through walls, ceilings and furniture easier

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buzz
1 hour ago
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gjc1000Contributor I
asked in Troubleshooting

Arc stops working with TV , was working fine

My Sonos Arc has been working fine the last weeks but a few days ago the audio from TV stopped working? Seems like the Audio Return Channel function just stopped?I still see the wallpaper from Sonos when I choose the HDMI - ARC source on the TV, but no audio. I have tried all the regular stuff like unplugging the HDMI, cutting power and fiddled around in the TV settings.TV: LG 65UH7700Sonos Arc+subnothing else attached to the TVThis seems to be a similar issue that many people have, but I have found no definitive fix. Any ideas?

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D
8 hours ago
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JakhalsContributor I
asked in Troubleshooting

WiFi problems and skipping songs halfway

Since a long time my system is sometimes skipping to a next song for no reason. I have seen and read multiple threads about this problem over the last few years but there seems to be no solution. It happens when using the Spotify service in the Sonos app. Is this something Sonos is working on? Next to that it happens more than a few times a week that not every speaker is listed in the app. What could cause this? Another problem we’re experiencing is an unstable WiFi connection (on multiple devices, not just Sonos) which seems to be caused by the Sonos speakers. When I unplug all the Sonos speakers we don’t experience these problems. Every speaker we have (4 Sonos One’s and a Move) is connected to WiFi. How can we fix this problem?

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Airgetlam
13 hours ago
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Chad711Contributor II
asked in Advanced setups

Sonos Beam Gen 2 PC Windows audio settings? (connected via eARC w/ LG C2)

I just purchased this soundbar and I connected it to my LG C2 42” that I use as a “monitor” for my PC for gaming. Audio is working fine however I’m curious is there an optimal setting in windows I should be using when I go through the Sound Setting Configuration wizard? I can select either Stereo or Dolby Atmos for home theater. Does any configurations there create latency issues?

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13 hours 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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14 hours ago
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kzilContributor I
asked in Troubleshooting

SONOS + TIDAL + Netgear ORBI AX6000: Tracks skip 10-20 seconds before end

Hi,This may or may not be because of new wi-fi setup, but I haven’t noticed it before: Tracks almost always skip from 10-20 seconds before end.Setup:SONOS Connect (wired, wi-fi off)4 SONOS One (wi-fi)1GB/1GB FiberOrbi AX6000 (RB850) Router + 1 satteliteEverything works. Lots of bandwidth, fast response from app, but about 20 to 10 seconds before end of track, audio dies. SONOS keeps counting the final 10-20 seconds of the tracks and then starts next track.I’ve tried:RestartReset and setup of new systemUPNP on and offReserved IP for all unitsSONOS Connect wifi on/wifi offOnly one layer of NAT: Fiber goes directly to Orbi router.Does anyone have an idea on what could be wrong? 

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15 hours ago
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wagneroneTrending Lyricist I
asked in Troubleshooting

At my wits end! Taking any suggestions to get reliable Arc audio

Hello!I’m back after another 6 months of daily struggle using my home theater setup in regards to audio.I posted here and got some suggestions at the time, which I tried to no avail.I’ve been in contact directly with Sonos and Samsung several times to no avail.It doesn’t seem like this is something that should be so incredibly hard to sort out.I fight with this setup daily to get audio to stream through it at all (much less reliably!).The TV interface audio, the “DVD” style menu audio (in places like Apple TV movies section where I’ve purchased movies), all commercials (Hulu commercials, opening “ads” for other shows on Prime and TV+, etc.) always play audio.However, when the actual movie audio stream starts (or restarts, etc.), 5 times out of 10 there is no sound. I have to exit and re-play the stream sometimes up to 10 times to get audio. Sometimes I have to power everything off and back on to get stream audio.This happens even when I’m watching a show on Hulu with audio, the commerc

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19 hours ago
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jack kContributor II
posted in Troubleshooting

Amazon Music exclusively causes major drop-outs

I have worked with Sonos techs on and off for over two years because my 8 sonos gen 1 speakers would constantly drop and skip and be generally a disaster. This was a new problem vs the 10 years I started collecting Sonos speakers. My diagnostics always checked out. I was ready to completely abandon Sonos. I felt like I was being forced into the new Sonos 2 system. I bought a fairly inexpensive sonos boost and that didn’t help either.  THEN it occurred to me that the weak link was not the Sonos system or my high speed internet connection but the quality of the feed the stream service was giving me and sure enough it was.Amazon music skips stutters and drops but when I tried other stream services like Sonos Radio or Pandora or TuneIn or Spotify there were zero drops. Audio plays flawlessly. For me AMAZON MUSIC IS BAD NEWS AND GIVES ME A BAD FEED ON SONOS. I’m not sure if it’s a sonos thing or Amazon thing but currently anything else other than Amazon Music on Sonos is what works well for

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ratty
20 hours ago
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furacaoprTrending Lyricist I
asked in Troubleshooting

Volume issues - Amazon Music and Atmos

Hi @Corry P,I've just noticed that the issue discussed in the thread below has been solved. I don't know exactly when, as I was travelling these last weeks.But, the fix seems to have generated another bug:Now it's the opposite: when playing a non-Atmos song after an Atmos one, the volume becomes very much louder. If you pause this loud song and then resumes playing it, the volume returns to its normal level. Additionally, in general, all songs appear to play in a lower volume than before. When listening to my Play:1 in another room, I don't have any of these issues. When listening to sources other than Amazon Music, I also don't have any issues.My setup is a Beam Gen 2 with a pair of Symfonisk bookshelf speakers as surround, no Sub.Could you let the team that worked on this fix know, please?c.c @Mr. T , @Jimmy C 

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21 hours ago
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viavillalobosAvid Contributor I
asked in Troubleshooting

sonos wont connect to new wifi network

Hey, I have successfully connected my Sonos to new wifi many times but for some reason I can’t get my Sonos to connect this time. The app doesn’t even see my network when I click plug directly into my gateway Eero, the one that’s conecto to my modem. I’ve factory reset my Sonos to factory settings a bunch of times. Doesn’t help.Also, under settings in the app, account and system are grayed out. Please advise!    

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Corry P
1 day ago
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Luc45Trending Lyricist I
posted in Troubleshooting

Beam Gen 2 - sudden full volume hammering sound

Hi everyone,Last week I got a Beam Gen 2 + Sub Gen 3 to replace my Beam Gen 1. So far everything's been running smoothly. Then today when I was listening to music with said setup while working a sudden hammering sound interrupted the music. The noise must have been at full volume despite the volume limit which I set to 40%. I jumped up from the couch and instantly pulled the plug. Music kept playing in the adjacent dining room on a pair of One/One SL for a bit before it stopped.I tried to find the problem online and only found this video. This is exactly what I experienced with my Beam as well. However, this video does not give a good idea of how loud this really was.Since I couldn't find a solution online, I called the support hotline. The lady on the phone told me, that such a problem has not come up yet. She asked me to replug the Beam and let some music play. After just a few minutes the noise interrupted the music again. So at least the support lady had some impression of it and I

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Ken_Griffiths
1 day ago
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User622097Contributor I
asked in Troubleshooting

Music stops playing from one speaker my stereo pair every couple of minutes and the others sound low/muffled

Hi thereI have Sonos play 5 speakers ( first generation I think) in a pair with a sub. They are all operated wirelessly, but I have a bridge plugged directly into my network with Ethernet. All have been working fine for several years now, but recently I have begun having issues with the stereo pair and sub. They play fine for five minutes or so, but then the sound from one speaker drops out entirely and the others are low and muffled. After about ten seconds or so everything starts playing fine again. It’s quite annoying. I have a tp-link AX5400 Wi-Fi 6 router running both 2.4ghz and 5ghz. The speakers are less than 10m away from my router and bridge with no walls between them.

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1 day ago
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AndresLRContributor I
asked in Troubleshooting

Everythinh working, except Spotify

Spotify doesn't work since 2 weeks ago. Everything else is OK (tidal, sonos radio, Tune In).I'm with the latest app version, have already re-authorized my spotify acount and did a router and wifi reset, with no solution. I can browse through albums and playlists, buy when I try to play a track it sends an error message and doesn't start. When using the native spotify app, it shows me the sonos speaker is available, but it doesn't connect. I have a Play:5 Gen 2Thanks,  

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Airgetlam
1 day ago
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hanajohnson878Contributor I
asked in Troubleshooting

So many problems with the Roam!

We received our Roam last week and have had endless problems with it, which haven’t been solved by Sonos Customer Services.Initially, it wouldn’t connect to our existing Sonos system at all. Then when it did, the speaker didn’t work properly - it was really tinny with no bass, and when we tried to change the volume there was an awful scratching noise.We eventually managed to play music normally - but the it cuts out every 3-5 minutes!! On the Sonos app it still says music is playing, and the buttons on the Roam don’t work.This happens whether it’s on Bluetooth or wifi. Other problems include not being able to turn it off, and the buttons sporadically not working at all.We spent 45 minutes on hold to CS, and then 2.5 hours chatting with a very nice but ultimately unhelpful technician who remote-accessed our router settings and tried everything he could to get it working. This resulted in us having no internet…. because he changed our router to modem mode, which meant nothing else connec

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Airgetlam
1 day ago
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BohemianContributor I
asked in Troubleshooting

Music stops mid song and skips to next track

Another variation on what appears to be a very persistent and annoying complaint. (Diagnostics confirmation number: 938688458) When I first start listening to my Sonos system, songs in a Sonos playlist will play for a while (around two minutes) and then skip to the next song. After 10 or 15 songs have played, the skipping stops and everything seems fine. This is very reproducible but only happens after my Sonos system has been idle for more than 12 hours or so. It doesn't seem to matter if I use the iOS or Windows app.  I’m running a Sonos BOOST wireless network for the various Sonos products, everything else is hardwired on a GE IPV4 LAN. Music is hosted on my Synology NAS, but I had exactly the same problem when my library was on a local Windows machine.For what it’s worth, this problem only cropped up sometime early his year. Absolutely nothing has changed with my network setup and it’s the same NAS hardware. If I had to guess, it sounds like some kind of network buffering issue to

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1 day ago
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MyronContributor II
asked in Troubleshooting

Unable to add songs to queue error

This is a very large Sonos playlist of tracks on my NAS that I can’t seem to play any longer. It played fine for weeks before. Here are the steps I’ve tried:restarted router (twice) unplugged all Sonos components and restarted from scratch delete the NAS as a music source and re-added it smaller playlists still play fine

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Ken_Griffiths
1 day ago
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GgnoreTrending Lyricist I
asked in Troubleshooting

Sonos Five Line-in not group playing with Symfonisk Lamps gen2.

My new Sonos 5 connected to my turntable will not  group play with my upstairs Symfonisk stereo pair lamps.  Funny thing, is if I “remove stereo pair” from my “Main Room” group, the audio will start playing, but only from 1 speaker/lamp.   It will then kick the other speaker to a separate room without me even doing it.   This last time around it created its own room “Bathroom”.   Wtf??? I’ve group played my line-in turntable with my 5 and my Living Room arc+2subs+2 oneSL surrounds.  Group play works with every imaginable combination except Line-in and symfonisk.   Any help would be greatly appreciated. My network is 1200mbps with Wi-Fi 6 mesh Further testing:  If I remove stereo pair and then add stereo pair again, it works!   But only for this session.  And every time I trueplay tune the stereo symfonisks, line in group play stops working again! Extremely annoying. 

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Corry P
2 days ago
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skodmanTrending Lyricist I
asked in Troubleshooting

The arc does not start the audio return sound

My setup: I have and LG tv ( it has eARC) and a appletv and a ARC.I use the remote from the appletv.When i turn on the appeltv it turns on my tv aswell. But lateliy the sonos arc dosnt start the sound ( audio return channel) the sound comes out of my tv insted.i can then mauely aktivate the return channel on my tv and then the sound comes out of my ARC. It have always worked,but for about a week ago it dit not work..I have not made any changes on my setup.I have tryed a power draine.With all the hdmi plugs pulled out of my tv.what am i missing?please help. P.S there have ben no update to my tv,i update the tv mauely.So no changes there. 

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Corry P
2 days ago
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LJ2018Trending Lyricist I
posted in Troubleshooting

Connect - LINE-OUT low volume since update S1 app

Hi I have been a Sonos user for many years and had my existing core system in place for 9 years.   Part of this system is a Connect that I use the line-out from to feed into another system.  This has always worked fine, but since the recent S1 app update, the volume of the line-out has dropped to virtually nothing. It has always been set to “Fixed” and operated perfectly.Now in the second system even with the volume in the second system set to max it is barely audible.    The only change is the App.Ive connect a second device to the Line-OUT and this too has very low volume, so its not the secondary equipment. I have to say over the years I have become more and more frustrated with the Sonos updates and the delays in the various fixes that these usually cause.  You have pushed me into the S1 sub culture now - how long is this going to resolve ? The Sonos products consist of this connect, 4 connect:amps, a Play:1 and a ONE.The external device is an old Living Control (that to be honest

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K
2 days ago
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samro1094Contributor I
posted in Troubleshooting

Sonos Arc loud pop then audio loss

I was playing on my Xbox when the arc suddenly made an extremely loud pop sound and then lost audio completely. The app wouldn’t let me adjust the volume and Alexa wake up didn’t emit its usual tone. I had to remove the power from the arc and reapply which resumed the audio. I’m concerned that one of the speakers in the arc may have been damaged when this happened. Has anyone had this issue?We have had no issues with the arc since purchasing it earlier this year.

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2 days ago
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vinbot3000Contributor I
asked in Troubleshooting

Beam Gen 2 crashing

I have a Beam Gen 2 (and a pair of Symfonisks for surround), Nvidia Shield TV Pro and a Sony (XBR 65A8G). The setup is the Shield via HDMI to the TV, and the TV (arc) via HDMI to the Beam. In this configuration things work most of the time, but occasionally, the Beam gets into a state where it seems to get ‘stuck’ and outputs a noise that sounds like “dut-dut-dut-dut-dut” (rapidly and continuously) for about 20 seconds, and then it crashes/reboots (no longer controllable via the Sonos app, and the TV notices the absence and switches to its own speaker) and a few seconds later, it is back up (and controllable in the app, and the TV recognizes it is back).  This happens randomly - usually when it happens it happens a few times in a row, but then won’t happen again for several days. It isn’t the content, as I can ‘rewind’ and replay whatever was happening when the crash occurred and it works no problem.I’ve tried different HDMI cables - problem persists.I’ve tried adding a splitter (HDFur

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Ken_Griffiths
2 days ago
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pghallidayContributor I
posted in Troubleshooting

I occasionally get a loud buzzing over the audio from Beam connected with HDMI

Is anybody else experiencing this. It only started happening yesterday and I have had my Beam for about a year. I have the Beam connected to my Samsung Smart TV using HDMI (ARC) and it happened when I started a YouTube video through the TV YouTube app. There was a loud buzzing noise over the audio. At first I thought it was a TV problem, but I switched to the TV speaker and it was fine. When I switched back to HDMI the problem persisted. I also unplugged the HDMI from the Beam and plugged it back in but the problem persisted. After rebooting the Beam (by removing and reinserting the power cord) the problem went away. However it has happened at least 3 times over the last 24 hours. It should be noted that if I stream to the beam over airplay while in this state the buzzing doesn’t happen. Also the Beam is in a surround setup with a Sub and 2 Sonos Ones. As it just started happening I wondered if it was due to a software update or something.

118
Airgetlam
2 days ago
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Chris.ChapoContributor I
asked in Troubleshooting

Issue connecting Sub (gen 3) to Arc

I/ve been running into issues setting up my new Sub (gen 3) and Arc that I got this week. I was able to set up the Arc without any problems, but when I try to bond the sub to the arc I get an error message (unable to connect). This happens after I set up the sub, connect it to the wifi, and then try to associate the sub to the arc. I’ve tried resetting multiple times (requires a factory reset) and it just will not work. During the bonding process the sub status light goes from bright blinking white to solid dim white. The name of the arc after has a (+ ?) after it, and I can remove the sub. But can’t try re-adding it until I do another factory reset.I’m using eero pro 6. I’ve turned off client steering and also forced the network to be 2.4GHz temporarily and none of this helps.I just created a diagnostic report 765914184.I tried contacting Sonos support but they apparently don’t offer weekend support (for a $1500 product is quite surprising) and don’t appear to offer email support eith

2
C
2 days ago
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stoomcContributor I
asked in Troubleshooting

Sonos Beam keeps losing connection to BT Home

Hi everyone,I am having an issue with my Sonos Beam (gen 1) losing connection with my BT HomeHub.I resolve the issue by unplugging the Beam and plugging it back in, but usually 2-3 days later it will lose connection again. I notice this as Alexa will not respond and then I go into the Sonos app to see that it has disconnected again.I contacted Sonos a couple of weeks ago and we went through a full troubleshoot which included going into the BT HomeHub settings and changing the wireless to mode 2  - which resolved the issue… but again, only for a couple of days.I have also unregistered the Beam from my account (including a factory reset), reset the HomeHub numerous times and everything suggested in the troubleshoot pages with no luck (only resolving the issue for a couple of days at a time at most)Does anyone out there have any further suggestions? There is not a problem with my Hub and the signal is not the issue, but something appears to be going on.I would rather not have to connect v

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Airgetlam
2 days ago

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