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Hi all,

 

I have 2 Symfonisks (amongst other speakers)

On the last update, the one managed to update to 13.2. The other could not update at all.

So, i took it to a friend's house, i Hardware reset it, i created another Sonos account and i managed to update it to 13.2

The problem is, when i took it back home and did the reset again to add it back to my original network, it cannot complete the registration. The speaker is added to the network but cannot register.

I went back to the account i have newly created and i see that the Symfonisk is still in there.

Can somebody assist me in :

  1. moving the speaker out of that new account
  2. deleting the new account as it serves no purpose any more
  3. Registering the updated speaker back to my old account?

 

Hi @Caesar68 

Welcome to the Sonos Community!

Once that speaker is successfully registered to your normal account, it will be removed from the other account. If you wish that other account to then be deleted from our system, please get in touch with our technical support team, quoting that email address.

The single most common cause of a speaker being unable to register is the router not doing all of it’s tasks correctly. Please power-off your router for at least 30 seconds and power it back on. Once WiFi returns, wait another minute or two then try registering the speaker from within the Sonos app again. If it fails, please try from another device, like a second phone, a tablet, or a PC/Mac. 

If you have any WiFi boosters/extenders, please try with those turned off.

Finally, if registration still fails, please connect the speaker to the router with an ethernet cable and try again (if you have a WiFi mesh system, connect the speaker to the main mesh node instead).

I hope this helps.

Hi Corry and thanks for the reply.

 

  1. As you might have read, the speaker does not register successfully. So, i still see it in the other account
  2. i have a Unifi UDM pro as a router with separate access points
  3. A question that i have is, how did all my other Sonos speakers register and update and this one did not? I have 2 sonos 5, 2 soundbars, one play 1, One sonos 1, one sonos play 3. The router worked ok with them
  4. tried connecting them with ethernet cable, does not register still

Hi @Pouarw 

  1. Not an issue - if we get it registered, it will then be on the right account.
  2. Please try the following:
  • Log into the UniFi controller.
  • In the Settings tab, click Wireless Networks.
  • Click Edit next to the network SSID.
  • Expand Advanced Options.
  • Uncheck Block LAN to WLAN Multicast and Broadcast Data.
  • In the Settings tab, click Sites.
  • Disable Auto-Optimize Network.
  • Addition: please find and disable Quality of Service
  • Addition: please find and enable IGMP Filtering/Snooping

 

  1. A good question, which is difficult to answer. My guess would be that it was using a different Access Point from the rest and that made a difference, for whatever reason, or it’s near a source of interference (or the AP is). It’s not likely to be a failure on the speaker as it updated successfully on a different network. A reboot of the AP might help, or reducing wireless interference.
  2. Thanks for trying. This means my theories on 3 are less likely to be correct, and the steps on 2 are more likely to fix it.

Hi Corry,

 

Tried suggested settings, no luck..

Hi @Pouarw 

Thanks for trying those steps.

I recommend you get in touch with our technical support team, who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

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