I think I've made an expensive mistake.

I did not adjust the router. I adjusted Norton Internet Security and Windows Defender.

Nobody should have to deal with sub par customer support. This is a problem that arose in the last couple months, nothing has changed in my household since I first purchased the product so blaming it on additional network devices seems illogical. I am not ignoring facts for my own narrative; I have had no problems with other devices and experienced less than productive assistance from Sonos. I have sent half a dozen emails to Sonos and waited on hold during their inconvenient call center hours, so no, I should not have to deal with that.

And if the router is assigning IP addresses incorrectly, why is it not affecting other devices? I am certainly not an IT expert, but I expect a product to work well without such problems, and I am certainly not alone. Run an online search surrounding playback issues of Sonos products and there are hundreds of people experiencing similar problems. It's not too much to ask that a product work as advertised. and Windows Defender.

Chris, here is my issue with the fix you suggest: I should not have to do this. Every single product I have that connects to my Wi-Fi network works seamlessly, with the exception of the Playbar. Fixing my router is not something I should have to go through because I purchased a Sonos product. It is absolutely unacceptable, even if it works, for a user to have to spend time diagnosing issues, wait half an hour on hold, then adjust their router when other products using Wi-Fi and the exact same applications have no issue. That is an inherent problem in how the product connects to the Wi-Fi network on its own, and you cannot expect people with very little IT experience to start messing with router configurations.

Looks like my rants are over. LOL.

Sounds like good support to me Keith N.

Keith, I have already tried disconnecting the powerline components, no change. The Playbar is not connected through this extension which is used to extend wireless to a separate building.

I am not saying the static IP fix won't work, and never said that, nor am I am saying it is not a network issue. My question has always been, why do other devices streaming the same applications not experience the same problem? That has me feeling that it may be a network issue, but one specific to Sonos. These other devices come in and out of the network regularly, so would they not experience the same IP issue? This is not a challenge, just trying to understand the problem.

I am not referring to browsing, I am referring to streaming apps. I have no issue streaming on my phone or computer and they go in and out of the network regularly, no delays or studdars on either.

Keith, I have already tried disconnecting the powerline components, no change. The Playbar is not connected through this extension which is used to extend wireless to a separate building.

I am not saying the static IP fix won't work, and never said that, nor am I am saying it is not a network issue. My question has always been, why do other devices streaming the same applications not experience the same problem? That has me feeling that it may be a network issue, but one specific to Sonos. These other devices come in and out of the network regularly, so would they not experience the same IP issue? This is not a challenge, just trying to understand the problem.

Just a question...

Since you are building "hopping" with Sonos are you moving between Wi-Fi security protocols and/or setups? Such as WPA2 to WPA2Enterprise security or a traditional Wi-Fi router to a Mesh Network such Google Wi-Fi consisting of 3 or more modules? Just asking...

First, I appreciate the information being shared here.

Second, I can now play music from my PC or phone on the speakers.

Third Alexa still insists that I need to enable smart home skills (and I assume that is the Sonos skill), then when I do that and ask to discover devices it only finds one of the two.

When I look at devices in Alexa it only shows one device. Asking Alexa to play music gives the result of it telling me to enable the skill I just enabled. I've gone through the exercise of telling the systems to forget everything and start over countless times. I'm not betting that doing it yet again will help.

I guess I'm not quite back to square one, but pretty close.

I'm going to look into the advice re: router settings. It's been a while since I dug into that so it should be interesting.

I'll see if the customer support has a less than 30 minute wait tomorrow. I really am disappointed at the poor support provided. And before we get back on the "It's not Sonos, it's your hardware setup" Let's keep in mind that Sonos must know this, as shown by their page about Changing firewall settings in software. And yet finding this information re routers (that should be front and center) is a crap shoot, if it's even on their site.

I still say Sonos is dropping the ball on this one. I don't expect them to tell me exactly what to do in my specific router, but they must know what general changes need to be made. If they don't know then why would I consider sitting on hold for 30 (60, 90?) minutes only to be told they don't know what to do.

Seems a bit foolish to do so.

very good summary ajtrek

Thanks, Chris!

Good early morning. Here anyway.

First, keep in mind that when we first set this up everything worked.

Been thinking about what's going on with this system and this is the result. Probably obvious as can be, but in the middle of trying to track down what I have decided are multiple problems, things get confusing and the symptoms get muddled.

I can now play music from Amazon using my PC and Android devices. This tells me that the "path" from the Internet to the speakers is functional. Both speakers. I am pretty sure that means there is not a problem with settings in the router. At least for that function. Password setting in the speakers is correct as well. Which is something that bugs me. I have yet to find a place to check that in the Sonos app. Can someone direct me to where I can look at the Sonos settings re: the router?

What won't work is the Alexa software. And the confusing part is that it will see the left speaker, but not the right one. I have done the Forget in Alexa, removed the Sonos skill, re-enabled the Sonos skill, and added the speakers back. And Alexa only finds the one speaker. What I haven't done is remove voice recognition per this:

- In the Alexa app, select 'Skills' and disable the Sonos Skill;
- In the Alexa app (PC version), select 'Smart Home' then 'Devices';
- Select 'Forget All' at the bottom of the screen;
- In the Sonos app, select 'Settings' and for each of the Sonos 1's remove 'Voice Recognition';

During all of this I have never found Remove Voice Recognition. The obvious reason is that since things are not working correctly that menu item is not being displayed. You know, "That item isn't needed since there is no voice recognition active." If that is true then the person/group that thought removing was a good idea are dolts. I've written code for menu systems, technical manuals, etc blah blah blah. The first rule I always used was a single word. Consistency. If the feature is not available grey it out. Removing it only confuses new users that are usually struggling already. Side tracking them because a menu item they expect to find is is missing is criminal. On the other hand I could be wrong, lol.

It looks like there is perhaps a problem with the right speaker itself. I can't think of anything that would cause the results I see except that. It's the one I had to fight with to be recognized during Add a Surround. I finally connected it to the router with a cable and got it recognized. That leads me to thinking there is a problem with the wireless function, but since it plays music I don't feel that's the case.

I'm asking for input.

What would cause the right speaker to play music but not be seen by Alexa software.

Is the remove voice recognition menu item somewhere I'm not finding, or is my assumption correct regard removing it when not active. Man that would be a stupid thing to do.

Tell me the path music takes from Amazon Music. I assume it goes directly to the speakers. I say this because I've started it playing on the PC and shut down the PC with music continuing to play.

Router settings. Would one of you take the time to share your knowledge and do a write up of the basic steps to resolve router issues. Just tossing out generalities seems like a good idea, but those of us who aren't familiar with router configuration are still lost. For those of you who understand this more that I do I would ask; Does the following make sense. If so, do I need to somehow find these ports and "turn them on" so to speak?

Below are the ports that Sonos uses:

TCP/IP:
80 (Internet Radio, updates and registration)
443 (Rhapsody, Napster, and SiriusXM)
445 (CIFS)
3400 (incoming UPnP events - Sonos Controller App for Mac or PC)
3401 (Sonos Controller App for iOS)
3445 (OS X File Sharing)
3500 (Sonos Controller App for Android)
4070 (Spotify incoming events)
4444 (Sonos update process)

UDP:
136-139 (NetBIOS)
1900 (UPnP events and device detection)
1901 (UPnP responses)
2869, 10243, 10280-10284 (Windows Media Player NSS)
5353 (Spotify Control)
6969 (Initial configuration)

Note: When configuring a software firewall, the above ports will require inbound access.

That's about it. I'll probably think of something else not too long after I post this. I usually do.

.. I can't test it because my wife is still asleep.

Patience, patience, patience.

Go on, wake her up 😃

Head scratching. I went back through the Alexa routine again. This time it found both speakers and Alexa is working.

The only thing I can think of that might have change is that I uninstalled Alexa, re-installed, then went trough the add ability, etc.

And while I'm typing it played 1 1/2 Doors songs and stopped. It did restart when I asked to play the doors again.

Aaaaand it stopped partway through the first song.

I guess I'm still screwed.

You don’t want to sign out...you want to Clear the Queue. Come to think of it you may want to do that for all your speakers.

In the Sonos app expand the song that’s playing or what shows as last played or the room to reveal the Volume Slider. To the right of the volume slider you’ll see two horizontal lines...tap them to reveal the Queue. Your options at the bottom will be Clear, Edit and Save. The choice is obvious but I’ll write it anyway...Select Clear. 🆒 Cheers!

There is nothing to clear...

You don’t want to sign out...you want to Clear the Queue. Come to think of it you may want to do that for all your speakers.

In the Sonos app expand the song that’s playing or what shows as last played or the room to reveal the Volume Slider. To the right of the volume slider you’ll see two horizontal lines...tap them to reveal the Queue. Your options at the bottom will be Clear, Edit and Save. The choice is obvious but I’ll write it anyway...Select Clear. 🆒 Cheers!