Sonos One dead (cannot power up).

  • 5 October 2020
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76 replies

I appreciate the input and ideas.  

I have actually spent a considerable of time checking in monitoring the voltage in my house. I have a solid  115-120 V on both legs.  I have them connected wirelessly, so there’s no ESD source there. They are all plugged into different rooms in my house on different circuits. I’ve even took a thermal camera and checked all the connections in my electrical panel and the connections outside of my house to look for heat indicating loose connections and there were none.

Could be that I bought all of those units at the same time from Costco so maybe they’re all the same bad batch and replacements they keep sending are refurbished which are probably recondition failed units so they’re just failing again.

I have seen batches of electronics from reputable companies go bad.  A lab I worked and I had 10 of 20 Samsung monitors fail that we bought all at the same time just after about a year, we opened them up and it was bad capacitors in the power supply.  In the same lab we also had batches of Toshiba, hard drives all go bad about the same time. 
 

other people in this thread have had multiple speakers fail, and then people just jump on, and say mine didn’t fail so you must be doing something wrong, and that’s just not a logical conclusion to me

 

edit: I also just wanted to explicitly add Sonos has warranted and replaced every single one of my failed speakers so as a company they are doing the right thing.  it would be nice if they sent me a new unit instead of refurbished ones, but I can’t complain too much about that I guess.
 

I do worry a little bit at some point these things are going to fail outside of warranty, but then I guess at that point I’ll take it apart and find out what’s actually going wrong with it.

You can go to Settings → System → About My System and check the hardware versions. We have no idea what is different with the various builds.

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I bought a sonos one sl 15 days ago. The equipment stopped working, it does not turn on.

Is it properly plugged in? Have you tried a different wall socket? What did Sonos support suggest when you contacted them?

I’m new to Sonos and am completely disappointed in the quality (assurance) of their products at this point.  When they work … they work and sound great, but they seem to have a VERY short lifespan for when they work.

Same issue as others on this thread, only I’ve purchased two (2) Sonos One devices - one in April 2021 and one in May 2021 - from the local Best Buy.  The one purchased in April stopped working by May and the one purchased in May stopped working in June.  BOTH devices only lasted about one month before they completely failed to power up any longer.

I have a significant amount of tech and A/V experience and lots of both in my homes.  I only decided to try the Sonos One option for my one summer home as it seemed like a nice cheap way to test their tech.  Glad that I did because it failed miserably.

Glad I didn’t invest in the various other options.  Was planning to use Arc/Sub on three TVs in this home and use the architectural series for a bunch of in ceiling and outdoor whole house audio work in a new home.  Sticking with my other vendors who have worked solid for 5-10 years already for me.

Sad that Sonos can make products that sound nice, but can’t make them reliable or with a consistent quality.

 

I have owned over a dozen Sonos products going back to the original ZP80/ZP100 bundle.  Not one of them has failed.  Matter of fact, my S1 products are humming along just fine at a relative’s home.  

So be careful which anecdotal brush you use to paint so broadly.  

It’s odd, as my experience has been diametrically opposite of yours. I have 20 some odd Sonos devices, probably a third of them purchased as ‘open box’ items at Best Buy, dating back ten plus years, and have never had a single device fail. 

I’m sorry you’ve had such trouble. I do expect electronics as complex as Sonos to have a small failure rate, but it does seem egregious that it’s happened twice to you. 

My Sonos Play 1 died about 3mos ago. Wont power up. The product looks and feels strong and robust, but clearly from my own experience, and from those on this thread...NOT.

My Sonos Play 1 died about 3mos ago. Wont power up. The product looks and feels strong and robust, but clearly from my own experience, and from those on this thread...NOT.

Yeah, but in the completely opposite vein my Play:1 from 2016 is still working just fine here - like all electrical goods it’s ‘swings & roundabouts’. The answer is to maybe extend the device warranty beyond that given by a manufacturer.

Electronic device failure 3 years old (or less), but outside their ‘free’ warranty period can happen to any manufacturer - it’s really a case of c'est la vie.

Same happened to mu sonos product. 
 

i purchased $2,000 worth of sonosh products last black friday directly from the site and now on of the speakers stopped working after 13 months. Just over a year and and now will i not be covered under warranty? 
 

i moved from boss just to try something new but have my boss speakers still working after 8 years still.. i will call sonos and see how they will handle it and let you guys know but no high hopes based on reading these posts. 
 

thanks 

kasra 

I would need the hardware versions of the devices i returned not the ones I have … the ones I have aren’t failed so hopefully not from the bad batch…? I suppose only sonos has that data now.

Exactly the same problem here. 

 

I'm out.

 

Sonos is a scam. If they built good quality products, they would offer services similar to Apple, but instead, the products are good looking on the outside and probably full of cheap electronic components. 

 

As for "electronic fails", this is BS. I have laptops, phones and cameras that are many many years old. They are just good products.

In contrast, I have 8 Sonos Ones (2 x Gen-1, 4 x Gen-2 and 2 x SL) I have had each of these players since they were first released and none have failed and continue to work flawlessly. I also have two much-older Play:1’s aswell and they are working fine too.

Some years ago, I gave my two children 6 Play:1’s as I replaced them with the Sonos Ones mentioned, for use in their own Homes and they all continue to work aswell. 

In a similar vein however, My Son and I each purchased an iPhone XR around the same time from John Lewis and whilst mine has worked without issue, his phone has failed (twice) and been replaced… so as with all electronic devices it’s ‘swings and roundabouts’ and that’s why some choose to buy extended warranties to cover for such breakdowns and failures… these things can happen to any device, or any manufacturer, no matter what quality controls are put in place on a production line. 

In my brothers case, he tends to stumble on more issues with the cars he buys… he’s never been lucky with any car he has purchased from new, or used.

 

 

I would need the hardware versions of the devices i returned not the ones I have … the ones I have aren’t failed so hopefully not from the bad batch…? I suppose only sonos has that data now.

They are likely still listed in your online Sonos Account, if you’re using the same account… maybe try here:

https://www.sonos.com/en-us/myaccount/system/households/devices

Good idea/information.  

I looked in my account and I see 7 devices that are not in my current system.  I presume these are the returned devices.  5 of the 7 have serial numbers that start with: 48A6B8 and the other two are unique: 542A1B and F0F6C1.

seems the majority are the same “batch” maybe the other 2 were refurbs? No idea …

The two One SL’s here begin ‘48-A6-B8….’ 

I have two more still with that serial number fingers crossed… 

My Play5 failed with no power on.  I am tempted to force open it (since it is dead and not usable anyway) and see it for myself. 

 

Came here cause i just had the exact same issue with my sonos5 and i thought i could open it to check inside, from what i understand it’s not an option.

Did you finally try to force it open? 

My Sonos One SL (one of six Sonos products I own) just stopped working randomly. I’ve had this one for18 months. I’ve tried all the steps suggested on the Sonos site and in this thread… to no avail.  Reading all of this makes me nervous about calling support. I’ve paid a bundle for the system. I’d be very disappointed to get the, “we’ll give you 30% of a replacement rehabbed one” response. If one out of six of these lasts less than 18 months, they should be selling these at Walmart for half the cost. 
 

Userlevel 3
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My Sonos One SL (one of six Sonos products I own) just stopped working randomly. I’ve had this one for18 months. I’ve tried all the steps suggested on the Sonos site and in this thread… to no avail.  Reading all of this makes me nervous about calling support. I’ve paid a bundle for the system. I’d be very disappointed to get the, “we’ll give you 30% of a replacement rehabbed one” response. If one out of six of these lasts less than 18 months, they should be selling these at Walmart for half the cost. 
 

Is there really nothing sonos will do? 

Userlevel 6
Badge +17

Hi @RF7.

Welcome to the Sonos community and thanks for bringing this to our attention. I understand the situation you’re in. Having a device that suddenly not work and not power on is not a good experience to have. Let us help you out.

As what @Airgetlam has mentioned, It is in your best interest to call our technical support team to conduct a more in-depth troubleshooting step or possible product replacement. I would also like to suggest the following basic troubleshooting step that might help out.

  • Can we unplug the power cord from the power outlet and from the Sonos One and plug it back after 10-15 seconds. We just want to make sure everything fits snuggly.
  • If the Sonos One is plugged into a power strip and not a power outlet, can we bypass the power strip and plug it into a power outlet and check if the Sonos One would get any light indications at all?
  • If the Sonos One is plugged into a power outlet, can we check by either plugging another device (that works) on the same power outlet that the Sonos One is plugged into to make sure that there is power supplied on that power outlet?
  • Can we try also plugging the One into a different power outlet and check if we have any improvements?

If after following the above recommendations and still we have no signs of activity on the Sonos One, I would then try contacting our technical support team for more in-depth troubleshooting steps or possible product replacement.

I hope this helps.

Please let us know if you still have further questions or concerns. We are always here to help.

Thanks,

Userlevel 1

Thanks.  I contacted customer support, shot them a video of the product failure as per their request, and received this response:

 

“Thank you for taking the time to go over everything with me regarding  your Sonos System. It is a pleasure for me to assist you.
 
I appreciate that you took the time to share the previous information, just checking on it I could notice that there is Boot failure on the unit; by checking the info on the speaker we could see that it is not under the 12 moths warranty period we offer for speakers, however I could get a discount of 30% for you to get a new player because of this situation. Please, let us know if you want to proceed with this.
 
If you have any additional questions or if there is anything else I can assist you with, feel free to reach out by replying to this email and we will be happy to help.”

 

I’m thinking what to do about it.  If I should be calibrating my expectations of Sonos’ product lifespan to less than 2 years, and having to budget 70% every 2 years to replace it, seems a bit much.

Userlevel 1

To add, the product is about 22-23 months old.  Bought in end-Nov 2018.

Userlevel 6
Badge +17

Hi @RF7.

Thanks for the update and immediate response. 

I understand it will cost to replace the Sonos One. However, We can always take advantage of the discount indicated on the email. It is not normal for a Sonos One to have a very short life span. There could be multiple things that happened beyond our knowledge. Since this is always plugged into power a possible scenario could be a fluctuation of power that caused the Sonos One to no longer respond. We have up to this date devices that are still functioning beyond 5 yrs. I will leave this to your personal preference on how you want to proceed.

Please do not hesitate to reach out or create a new topic if you still have further questions or concerns. We are always here to help out.

Thanks,

Same issue here. Two sonos one gen 2 less than 2 years old fail to power up. Just completely dead.

did someone try taking this somewhere to get fixed? Or sent back to sonos? It could be something minor. 

My Sonos one (gen 2) just suddenly stopped working. There is power going to the unit but it is dead and doesn’t power on. Gutted, it isn’t that old. Loved my sonos but seems a lot of people have experienced this same issue. Come on sonos, you can’t leave us out in the dry with this.