Sonos fails to find devices , or let me setup a new network after I changed Internet suppliers and therefore router

Hi ​@HoddyRP, 

I’m sorry to hear you’re having issues connecting Sonos to your new Wi-Fi network.

It sounds like you’re following the correct steps since you can reach the ‘Update Network’ option, as this is the first steps listed in our article for Connecting Sonos to a new router or Wi-Fi network. This option should bring products that support Bluetooth Low Energy (BLE) onto your new network, as this lets you change the Wi-Fi settings stored on the speakers themselves without a Wi-Fi connection.

Some speakers (listed in the article linked previously) aren’t able to update this way, and I can see that you have some speakers in your system that can’t use BLE. This shouldn’t be a problem as you can factory reset those speakers after you connect your BLE compatible speakers. Connecting a speaker to Ethernet, powering off the rest, then resetting the connected speaker will have created a new system instead of getting that speaker to move to the new network with your existing Sonos settings. I would advise against any further resets until necessary and performing the following steps:

Wire a speaker that wasn’t reset to your network then power on the rest of your speakers and wait for around one minute. If any speakers don’t show up, reboot them by powering them off for one to two minutes then back on again. Once your speakers are showing in the app, go to Settings → Network → Update Networks and following the steps in the app. Once the new network has been added, make sure you remove your old network from the same section then remove the Ethernet cable from the wired speaker. Once you’re able to connect to your system again, add the speaker you reset to your system as a new product.

If the steps above don’t help and you still can’t connect, then please reach out to our support team for further troubleshooting assistance, as they have the necessary tools available to look into your system.

I hope this information helps!

hi Jamie, thank you very much for replying. Gives me hope that I may find a solution , just that you replied.  I cant try what you suggested, as The app is now giving me none of those options. I have tried connecting my other newer speaker using the ethernet as you suggested, but all i get on the app is get started with setup. which gives me the option to add speaker or componenet , but when i choose this says wifi isnt connected, then if i choose visit help centre i can get update network, but then it says no products found, when i get to the add product bit. stuck in a loop. I may have reset all my speakers yesterday as I was trying various different explanations / instructions over the web. Is there anything I can do now ? is there a way to get back to as if you had bought new speakers etc ? 

If by “I may have reset all my speakers yesterday” you mean ”I factory reset them”, there is no system to find. Instead, you need to go through the whole setup process again following the Create a New System instructions.

In fact, if you really don’t know their status it may be worth factory resetting them, deleting and then reinstalling the app, and starting afresh. 

https://support.sonos.com/en-gb/article/reset-your-sonos-product

Hi ​@HoddyRP, 

If you have factory reset all your speakers, then ​@nik9669a is correct, you’ll need to set up a new system. If you aren’t sure, the best way to tell is just to power on the speakers. If the LED if flashing white or solid white, then they’re powering on/trying to connect to a network/or connected to a network. However, if they show a flashing green LED light, that means they’re in the factory reset state and ready to be set up as a new speaker.

Since the steps I suggested above aren’t helping, it may be because you connected a factory reset speaker to Ethernet. Make sure the speaker you connect doesn’t have a flashing green LED light and try the steps I listed. If you can also provide pictures of what you’re seeing in the app and where it goes wrong, then the community and I can help provide appropriate troubleshooting steps.

If all of your speakers are flashing green, then follow the steps in our Setup Guide to set up your system again. Please note that if this is the case, you’ll have lost all your Sonos system information, such as Sonos playlists and any settings you changed.

OK so this has gone from bad to worse. Jamie A any chance you can check that link https://support.sonos.com/connect-sonos-to-a-new-router-or-wi-fi-network

It comes up as page not found for me. Anyhow can you confirm which speakers I can use to connect to my router and which ones I cant , please. I have 2 older speakers SONOS Play and 2 newer speakers Sonos one SL .

I have  accepted I will lose my favourites, to be honest I cant update them anymore since the disaster upgrade last year wiped my link to my music for 6 months, since its been back I cant add to them or even get to some of them. So starting from scratch was always on my mind. They dont seem as editable as they were anyhow. I.e you cant seem to add to them as your playing a song like you used to be able too. 

Anyhow I digress,  I have uninstalled the sonos app from my phone atleast 5 times in the last day and a half and not once yet has it worked. Tried accessing with and without ethernet cables , but at no point does it get to where I can add a new network to my speaker. Only trying 1 at a time with the others switched off. It did once or twice recognise my speaker , and say it was going to connect it  to a temporary network. But that was as far as it got, before annoyingly telling me or even more annoyingly  not telling me  and just hanging, that it cant connect. 

Serious question are there similar products available that work as speakers that can play music from a hard drive on your internal newtork via a phone on your app. I chose Sonos because my brother was  excited about them, but  he now just uses music apps, where as I only want to use something to play my record collection (70s onwards) that I converted to cassette and then onto MP3’s on a hard drive.  Any simple to use system would be great.  is it as simple as getting an app that can connect to your hard drive and a blue tooth speaker ?

Thanks for any replies , cheers

Try this link: 

the new router - installation instructions FAQ.

I’m not sure why that other link is bad. 

Based on your post, I’m wondering if you’re running a firewall, work profile, pi-hole, VPN, or any other port blocking software, that might be keeping your system from reaching out to the Sonos servers? Have you tried to submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it? Don’t post the resulting diagnostic number here, they get sensitive about GDPR.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

For what it’s worth (pretty much nothing), most of my listening is local files on an NAS. It’s been a while, most of them (I think) are .mp3 files, ripped through iTunes (now Apple Music), although there are likely a dozen or so purchased files from Apple Music in there, too. 

Sonos makes speakers that are also Bluetooth speakers, but not all of their devices have that capability. And of course you wouldn’t be using the Sonos software, as it isn’t a ‘player’ on your device, instead a remote control that tells where your Sonos should be getting files from, and playing them. The controller is only showing what is occurring on the speakers. 

Hi

Looks like you’ve got the Sonos “brain Trust” engaged to help with your issue. 😊

As the others have tried to convey there is nothing you can do to re-connect to Sonos if you have “factory reset” you speakers; except to setup them up as a new system. Everyone assumes you setup your Sonos in the beginning and therefore setting it up again should be easy. That is unless someone else setup your Sonos for you? Not to worry we can help you setup your Sonos again.

In the future if you change your ISP and/or your router follow the steps below in the order written:

1. Unplug all Sonos
2. Setup new router with same SSID and password as your previous network
3. Connect your device to the new router (if you kept same SSID/password it should connect with no issues)
4. Delete the Sonos app
5. Plug in your Sonos
6. Wait 3 minutes to allow Sonos to come back
7. Re-install the Sonos app
8. Select “Join and existing system”
9. Look for verification check mark that system was found
10. Sign in with your credentials 

The app is “just” a controller. System information is stored on the speakers. By factory resetting the speakers you have deleted any system data. Thus there is no system or network to add speakers to - the network doesn’t yet exist.
 

That’s why we keep telling you to go through the process of setting up a new system. That will create the network as a part of the process. 

Once you’ve (re) created your system you should be able to add your music library to play from the hard drive. It’s working much better in the new app than a while back - I use mine quite frequently. If you’re not sure how to set it up, see below (once the system is running again). 
 

https://support.sonos.com/en-us/article/add-your-music-library-to-sonos

Hi ​@HoddyRP, 

The other community users have given you the correct advice here; you’ll likely need to set up the system again in your case if all of your speakers have been factory reset. The setup guide I linked previously will guide you through this process.

Apologies here, I copied the link incorrectly in my first post but I’ve fixed it now. It’s the same link as the one that ​@Airgetlam sent.

You can wire any speaker to your router as this helps you update devices that don’t use BLE. Generally you would update a newer device like the Sonos One through the app, then reset older devices to add them as new speakers. Since your system information is saved to the speakers, as long as one device updates, you can re-add the rest without losing anything. If your speakers are factory reset however, these steps will not help in any way, and you will need to set up the system as a new system.

As ​@nik9669a said, the app is just a controller for your system and all the system information is stored on the speakers itself. Re-downloading or resetting the app isn’t going to help here. If you wire a speaker to your router, you shouldn’t have to connect to the temporary network, it should just connect. Try powering all your speakers on, connecting any one to your router via Ethernet, and (if the LED lights on top are solid white, i.e. not factory reset/flashing green) then use the app to ‘connect to an existing system’.

​@nik9669a answered this, follow the link they posted to set up a Music Library, but lets worry about playing music from a hard drive after we get your system up and running.

I hope this helps!

Thanks everyone for trying to help, Yes I did setup my sonos first time round, but a long time ago, and I guess because it was all new , that went ok, plus I was a bit younger and less tech fuzzed out.   I will try and talk to sonos support, but i fear I am out of my depth.  I tried with ethernet connected and without, never gets an option to actually put in my new network name.  Quick question re the instructions if I ever switch again, if I have switched, how do I keep the same SSID and password ? I have gone from Sky to Virgin Media.  I may be misunderstanding what the ssid is, but is that not my network name, which has therefore changed. Sorry not very techy anymore, used to like computers in the 80s when you just typed commands at them, not so keen now they seem to be telling me what to do. 

Yes, SSID is your network name. Any Internet Service Provider (ISP) can set yours or their equipment to the SSID and password you prefer. Doing so not only makes Sonos join your new network easily but also other WiFi devices as well.

EDIT: If you use your own Router the ISP may make it your responsibility to set your SSID and Password. That said some ISP’s are more helpful than others.

ok state of play this morning. 

App reinstalled on phone. had to login to sonos on app, that seemed to work ok.

Now at the get started with setup page. 

choices are Add Speaker or componenet

Add Headphones 

Join an existing system.

whichever I choose , it says Wifi is not connected.

so only option left is visit help Center at the bottom ,  this gives me 4 support options 

Search sonos Support

Contact Sonos Support

Sonos Community

Content service outages

Then below that 3 options

Update Network

Submit diagnostics

Tour the App

But none of these 3 options work, so i cant choose update network from here. 

chatting to sonos support now, will let you know how it goes

If you scroll down the page you should see an option “Switch System”.  Select that and then the option “Set up new system”. Select that option. Accept that you’ll “forget existing system”, since we’ve established there is no system. 

Make sure, now you have a system, you choose Add to Existing System when you add the speakers. 

thanks nik9669a ,  i have done that, had to do it from my daughters phone though, as  she is now down as the owner of the system. still once setup, hopefully not going to be needed to add again. snag is she will have to be the one to add the path to my music as well, when i work out the naming convention of the path. 

I have managed to connect all speakers and get a share setup on my hard drive that I have been able to connect to sonos.  Thanks again to everyone who replied to help me and to sonos support.