Answered

Sonos One suddenly dies

  • 22 January 2021
  • 7 replies
  • 523 views
M

Hello, my sonos one (gen 2) suddenly stopped working. As in I was listening to it in and suddenly it wouldn’t play the next song (I don’t know if it was inbetween songs or at the end of a song, I use spotify for my music streaming) and had compleatly shut off. No lights or touch controls working and no feedback at all. No connection within the app either. I’ve tried unplugging and replugging while holding pairing button (as to do a factory reset) but nothing happens at all, as well as restarting my router and plugging in a network cable.

 

Has anything similar happened to anyone else? and if so how did you fix it?

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Best answer by Simon B 23 January 2021, 19:06

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7 replies

Simon B
Userlevel 6
Badge +16

Hello there @MNordin, Thanks for reaching out, and welcome to the community. Sorry to know about the issue on your Sonos One, since all lights seem off.  please submit a diagnostic and respond with the confirmation number. This way we can identify the cause of the issue and the status of the Sonos One that you have. 

Keep us posted on how it goes and we're here to answer any further questions you have.

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M

Hey Simon, the confirmation number is: 669687169.

 

As I don’t get any confirmation of of power (either through lights or the app) I don’t really know what to do or what might have happened. So if there is anything I can do to help I’ll gladly try it, however I don’t want to open it up as I have warranty left from the electronics store and if nothing works I’d like to return it there without tinkering with it.

 

Unrelated to this, Do you know if there is any network card that supports wifi 6 in the product line? I saw that the current wifi card in the one only supports wifi 3 (802,11b/g ) and it doesn’t connect to the 5gHz network.

 

Thanks for your reply!

/MNordin

Simon B
Userlevel 6
Badge +16

Hi there @MNordin, thanks for the quick update and for sending a diagnostic report of your Sonos system, upon checking, it shows that it’s only a device controller diagnostic, which means We’re not able to get a diagnostic from the Sonos speaker. Reasons could be if your device controller where you have your Sonos App is not connected to your Wifi network, same goes with your Sonos speaker. We need to take this further, I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps. They may request remote access or screen share to check on the situation and provide options to resolve the issue. On the other note, I believe there’s no support yet for a network card that has Wi-Fi 6, but I’ll have to verify that with our specialists to make sure we provide accurate information about it. 

Please, feel free to let me know if you require any further information.

 

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M

Thank you Simon! I would assume that has to do with the sonos speaker, I hardwired it to my network and ran the diagnostics again (the number is 699883996) but I assume it has something to do with the speaker not recieving power. My phone that I run the diagnostics on is connected to the same wifi as the speaker was when it worked.

 

Thank you for the quick response :) , Ill contact the phone support team.

Simon B
Userlevel 6
Badge +16

Hi @MNordin, thanks for the update. Yes, It has something to do with the speaker. Since it’s not connected to the network, that’s why the device controller was not able to generate a diagnostic from the Sonos speaker. Kindly contact our phone support team for further assistance and more in-depth troubleshooting steps and options for this issue. Thanks.

Keep me in the know with the advice above. 

We're here to answer any further questions you have.

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M

Hey Simon, Today I contacted the support team and we came to the conclusion that it’s a hardware fault and that the device need to be replaced. A thing I’ve discovered is that when the speaker is connected to the same outlet strip as my computer I hear feedback or a small humming whenever I touch the speaker grill, however it stops if I ground myself. IDK if this is interesting for you to know but it feels like a problem where the speaker was “overloaded” or something and since the powercord is not grounded it damaged the internals of the speaker (This is merly my thoughts, and I have no way of confirming this without opening up the speaker, however I don’t want to do that as it might interfer with your diagnosis when the speaker is returned to you).

 

Regarding the RMA, it says “ We were unable to retrieve sales tax information. Please retry shortly. If the problem continues then please contact Sonos Sales Operations at 1.800.680.2345. “ when I follow the provided link or when I manually try to complete my RMA. What does that mean and is it something I’ve done or can do something about?

 

/kind regards

Mattias Nordin

Simon B
Userlevel 6
Badge +16

Hi @MNordin, thanks for the update. Sorry about the error that you’re getting. Kindly call our phone support team for further assistance so that they can also check the status of your RMA and why you’re getting that error message.

If you have any questions or run into any other issues, please do not hesitate to contact us. We are always happy to assist you.

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